Dry cake

I first ordered a cake online and communicated with the shop via email, I specifically asked that they should have baby boy deco colours on the cake and a happy 1 month messaging on the cake, I was given a price and then I paid for it including delivery. I ordered the cake a week before the date I wanted the cake for, and to my surprise I received something totally different with nothing close to my specifications and to add salt to the wound, the cake came with a mini-Jameson bottle, can you imagine such a cake with alcohol for a 1-month-old baby celebration!!!! I communicated my unsatisfaction on email and the person replied apologizing that they missed my spec for some reason, the cake was already delivered so I had take the cake as is. Now I thought for my baby's 6-month-old milestone I wanted to order a cute half cake with them and this time around I would rather go to the shop directly as the previous time they didn’t take my instructions, so face to face communication should be better this time around. I went a week before the required date and made the order and paid for the cake then, mind you there was a back and forth about how 15cm will not work for the half cake design I wanted so I should rather get a 20cm which is obviously more expensive. Come Saturday the day of collection I go and fetch the cake at their shop and go home. Later that evening we cut the cake to eat it and we are met with such a disappointment to say the least. The cake was dry almost stale like. We couldn’t eat the cake so left it and took it back to the shop the Sunday. Now when we got there the manager touched it and said she thinks its fine and there is nothing wrong with the cake. She took my number and said they would get back to me. The next day the owner Kelly emailed me and said she also had a taste and that’s how they make their cakes and I quote “firmer sponge is used for decorated cakes”! Now it is not the first time I get decorated cakes from bakeries so statement is simply an excuse for their poor quality cake. Multiple people tasted that cake and it simply was not good enough especially for a bakery that is situated at an upmarket area like Dainfern. I requested a refund and Kelly refused as she says their dry cakes are of standard. The managers at the store are useless because they can’t take any action and have to wait for Kelly who is never around to make a decision. Customer service is not good at all and I was very disappointed about the way I was treated and that low quality dry cake and lost out on money on a cake I couldn’t eat at all. She doesn’t do refunds nor does she compensate in any other way just shows how her business is ran and I will never ever take my hard earned money to her ever again! Do yourself a favour and take your money else where because if they are not making wrong orders with alcohol for infants they are making dry cakes and I assure you the owner will not take accountability whatsoever!