“Cakes are delicious and usually I have no complaints but the last cake I purchased was not up to their usual standard and very short sell-by date. Mice in the shop was not ok - especially when they were aware of it and still chose to open.”
Hi, I am sorry to see that your previous visit with us wasn't up to our usual standard or quality, the team at that branch have been notified of these issues and these will be looked into further. We have contacted the service that handle our pest to get them to do more regular checks and to fix any issues that are causing the mice to be present in the shop. The team at that branch are also working on seeing if any cleanliness issues can be improved and thorough training on how to handles these issues will be had to make sure that this doesn't happen again. Thank you, The Konditor Team
Hi Rebecca, I am sorry to see that you weren't pleased with your order, this isn't the standard or quality we aim for and it's disappointing to see a customer not happy with their order. We appreciate all feedback, so please email hello@monrelear.com with further comments on what went wrong with your order and what we can do better for next time as we don't want this to happen again! Thank you, The Konditor Team
“Waited so long to get a delivery date and consequently arranged a dinner party to coincide with the delivery date. Delivery was due for a Saturday which was perfect. NO DELIVERY! Was informed that delivery was now going to be Monday which makes the whole process a total and complete was of time. Seriously, seriously unimpressed.”
Hi Douglas, I want to apologise for your experience with us and for your order arriving so late. Our management team are forwarding this on to our courier as they are disappointed by the service they have provided and we fully understand your frustration and disappointment. This is completely unacceptable and I am really sorry that this happened, especially on a weekend when you had something special planned. All emails have been replied to and I have refunded your order in full due to the awful experience you have had with Konditor. If you have any other feedback then please let us know as we are always finding ways to improve our services. Sorry again, The Konditor Team
Hi, I am sorry that you had a bad experience with us on this occasion. We value all feedback and are always finding ways to improve, so if you have any comments or feedback, then please email hello@monrelear.com and we will find a way to resolve this! Thank you, The Konditor Team
“Ordered for a friends birthday. When it was due to be delivered, they cancelled on me. It was a courier issue. Lady on the phone couldn’t have cared less. Didn’t offer to find another way to get them to me. So disappointing. Won’t order from them again if I need it for a special occasion.”
Hi, I'm really sorry to hear that your order wasn't fulfilled due to a courier issue and I'm sorry that we couldn't offer more in that time! Unfortunately, we were limited on options on how to resolve it quickly as our courier were unable to send another driver sooner, so they gave us the option for a next day delivery at the earliest. We have followed this up with our courier already and we will try find more solutions if a situation like this occurs again (hopefully not!). I completely understand your frustration and disappointment and if you have any further feedback on how we can resolve this then please email hello@monrelear.com! Thank you, The Konditor Team
“Collected Monday morning and immediately stored in the fridge to use the following day. Unfortunately most raspberries were moldy by the morning. No replacement available in store so we were offered smaller cakes to compensates. Consequently there were no anniversary celebration notes on the cakes as a result. Very disappointing.”
Hi Mehdi, I'm so sorry that your order wasn't up to our usual standard or quality, the use of fresh fruit on our cakes is something that we are looking on changing as it fresh raspberries do hold a short shelf life. I will look into this and discuss with the kitchen about the mouldy raspberries as this shouldn't have been given out in this condition! Furthermore, I'm sorry that the store were unable to replace the cake but this is due to our larger cakes being made to order and therefore, they are not available on the day. I completely understand your disappointment as I would feel the same in this situation. If you have any other feedback to provide, please email hello@monrelear.com so we can find a way to look into this further. Thank you, Nicole
“What can I say? As much as I love your cakes my experience of delivery is not good. The last time I ordered a celebration cake to be delivered on a Saturday, the cake was damaged before it left the bakery. You informed me if this but because you couldn’t make another cake as you don’t bake on Saturday, you offered me 4 free brownies. I’m afraid I was at a disadvantage and had to accept your offer. On the latest order, the cake arrived. On inspection, it was squashed. It had slid in the box and was hanging over the edge of the board. It was very soft too anc had clearly not been kept in the cool. Luckily my son was able to order another cake from another company which was delivered on Sunday morning. I have sent emails to both the “hello” email and “Nicole’s one with a photograph of the damage. I am very disappointed with your lack of response. And await your reply.”
Hi David, Firstly, I'm sorry to see that your order was damaged when it arrived to you. This is not up to our usual standards and I will be taking this up with our couriers to see what went wrong here and to ensure that the practices we have agreed with them are being followed. I've spoken with my colleague Nicole and we are yet to receive the images of the cake from you unfortunately. I've checked the hello@monrelear.com email also but there's nothing there either, so there may be a connection issue here. Our standard practice with damages is to assess the issues and address them with the relevant team before proceeding, but as there seems to be an issue here with receiving the photos, I'm happy to go ahead and process your refund in full for your order. This can take up to 10 working days to go back into your account, but it's usually a bit quicker. Once again I'm very sorry that your experience with us wasn't as good as it should have been. Please rest assured that we do take all complaints and feedback very seriously and we are always striving to improve in all aspects, so this will be looked into to avoid similar issues going forward. Thanks, Siobhan
Hi there, Thank you for leaving a review! I'm so sorry for the condition your order arrived in, I am looking into this and making sure our courier understands the importance of delivering with care when it comes to our products! I believe your order/complaint has been dealt with by a member of staff, but please don't hesitate to get in contact if your order hasn't been dealt with or if you have any further questions! Thank you, Nicole :)
Hi Sarah, Thank you for getting in touch! We apologise for your experience with us and we would like to take this further. So please email hello@monrelear.com and we can sort this issue for you! Thank you, Nicole :)
Hi there, Thank you for leaving a review. Sorry to see that our cake wasn't up to standard for you and your guests! Please get in touch so we can look into this further! Thank you, Nicole
Hello! Sorry to hear you were unhappy with the cake and the service received. We'd love to look into this further for you so please let us know where the issues were by emailing us at hello@monrelear.com or calling our hotline number on 0207 633 3333. We certainly don't want our customers to be disappointed so please do reach out so that we can resolve this for you. Thanks, Siobhan
“I've ordererd Brownies from Knoditor previously and been very pleased. This past week I ordered brownies for early delivery. They tasted very stale and dry, which was quite a surprise. It's a shame because I plan to send brownies to my girlfriend often, but after getting a bad batch I need to find another provider.”
Hi Edward, I'm sorry to see you were disappointed with your order from us this time! I've passed this feedback on to our kitchen team and packaging team to look into further as this doesn't sound up to our usual standards at all! As an apology we've sent you a voucher to use on our website anytime within the next year. Hopefully this will give us another chance to win you back around next time :) Thanks, Siobhan
Hi Elena, I'm so sorry about this! That's certainly not up to our usual standards and we take issues like this very seriously. I've passed this on to the kitchen manager at the store you collected your cake from and they have assured me they will put better measures in place to avoid this happening again in the future. We'll contact you to discuss this to resolve the issue further. Warmest regards, Siobhan
“Would recommend Konditor check their orders have been delivered before sending out requests for feedback. Now a day late than promised, tracking doesn't work and no email/txt update - very disappointing. Hopefully the problem is operational and the brownies will be okay when (if) they do arrive...”
Hi James, Apologies for the delay and inconvenience caused! We take all feedback seriously and appreciate you letting us rectify the situation with the re-delivery of your order. We hope the recipient enjoyed the brownies :) Please reach out to our team at hello@monrelear.com if you have any further inquiries! Thanks, The Konditor Team
Hi Ha, Thank you for your review! We take all feedback seriously and would love to know more about this to see how we can rectify any issues for future orders. If you would like to send any further information about this to hello@monrelear.com our team can look into this :) Thanks, Maisie
