Nightmare!! M&S lost my DD's 18th Birthday cake today!

[Lisash]

As you all know as I have talked off little else recently Rachael is 18 tomorrow. Several weeks ago I went to M&S and did a special order for a personalised birthday cake for her. I was literally just parking my car this morning to collect it when the store called my mobile to ask If I really really need the cake today as there had been a 'technical' problem at their distribution centre and they had sent my cake to another store. I said that yes I did need it today which was why I had arranged to collect this morning and that it was for an 18th birthday which was why it was essential I had it today. They were very cagey about it's whereabouts which made me think it had either been lost or damaged. I was very calm on the phone (I did cry my eyes out once they had cut off) and even offered to drive to wherever it was to collect it. They said they would see what they could do and called me back to say they had arranged for a new cake to be dispatched from their distribution centre they had it couriered to the store this afternoon and then a staff member bought it by taxi to my house this afternoon with a full refund and bottle of champagne!
I am gobsmacked! I didn't ask for any of that I just desperately wanted the cake in time and would have been happy just to get that. It has been one heck of an expensive cake for them. I have to give a big to their customer services department. Just hope DD appreciates it now

 

[SammieG]

wow.. thats amazing customer service... im impressed. But actually, I shouldnt be impressed, they messed up.. thats what they SHOULD do!
Glad it worked out ok for you!
Happy birthday to your DD!

 

[mikkiwikki]

Several weeks ago I went to M&S and did a special order for a personalised birthday cake for her.

Excuse my ignorance. What or Where is m&S?

 

[isla bonita]

I agree it was lovely what they did but they really needed to do it. That is the kind of customer service I strive for in our small co.

Let people know that they are as important to us as we are to them.

Great job from M&S.

 

[kristieuk]

Excuse my ignorance. What or Where is m&S?

It's Marks & Spencer, kind of an own brand only department store - an institution in the UK!

Well done M&S - their customer service is often second to none, and Congratulations to your daughter too

 

[mandymouse]

Well done M&S, and I hope your daughter has a fab birthday

 

[wils]

I didn't expect a happy ending to this one so to M&S

Happy Birthday Rachael

Hope you all have a great day

 

[natalielongstaff]

great response by m&s

hope your dd has a great 18th birthday

 

[shellbell]

I'm glad you got your cake I hope your DD has a lovely birthday

 

[jjk]

Glad this all worked out well done to M&S sHope your daughter has a fantastic birthday.

 

[gilld]

Genuine mistakes do happen so I don't find that surprising, but all credit to M&S for putlling out all the stops to ensure your cake arrived on time. Though to be honest, it's only what I would expect from them....their customer service is excellent.

 

[pixiepower04]

Great job M&S but it's the very least they should have done and personally I would always go with a professional cake designer whose livelihood depends on no c...k ups! Like me

 

[jns]

delighted it all worked out for you

hope she has a great 18th

 

[carolfoy]

Well done M&S, shame airlines, tour operators etc can't take the same customer service course!

 

[arieljasmine]

Great news about the cake, glad they sorted it out so well for you. I hope Rachael has a magical 18th birthday

ArielJasmine

 

[angel659]

Hi

Wow I am so pleased they sorted it out. I can only imagine the dissapointment if they had not come up trumps. Good customer service, although it would of been nice if they had not of messed up in the first place and gave you a panic attack.

 

[CustardTart]

That's a very impressive response from M&S - nice one! Wishing your daughter a fantastic 18th birthday...

 

[Lizzy Lemon]

Excuse my ignorance. What or Where is m&S?

I don't know where you are from but it can't be the UK, everyone knows who M&S are, we all wear their underwear. Excellent customer service, yes they should not have lost the cake in the first place, but they have gone out of their way to put things right. Have a great time at the celebrations.

 

[ely3857]

Well done M&S

Hope Rachel has a fab birthday!



Jodie

 

[KayleeUK]

Glad you got it Lisa

Happy Birthday to your DD!!!