Repeated order errors and unclear booking process

I have had repeated issues with Kelly Jaynes Cake Boutique at Dainfern Square.

On two separate occasions, we went into the store and ordered a strawberry cheesecake. On collection, we were given a chocolate cheesecake instead. Staff insisted both times that this is what we ordered. This is not something we would have ordered, as nobody in our household eats chocolate cheesecake. After the second incident, I contacted the business via WhatsApp. I was apologised to and advised to place future orders directly via WhatsApp on that number to avoid further errors.

On 6 December, I followed that instruction and placed an order via WhatsApp for my granddaughter’s birthday cake. She is visiting from overseas and celebrating her fourth birthday. We discussed the cake size and decoration. I received no request for an order form, no payment request, and no indication that a deposit was required. Based on the conversation, I reasonably believed the order was confirmed.

This morning, eleven days later, I received a message stating that the business was fully booked. When I asked whether my cake order would still be made, I was told it would not be, as no order form had been sent and no 50 percent deposit had been paid. This requirement had never been communicated during the ordering process. My response explaining this was met only with “Apologies for the inconvenience caused.”

The issue here is not capacity, but poor communication and a lack of clear ordering procedures. After multiple incorrect orders and a confirmed WhatsApp instruction that still resulted in a cancelled cake days before a child’s birthday, I cannot recommend this business.