Vidabakery Reviews 2

I received cake today for my daughter. When I pick up from on line it was pink cake but when I received dark purple colour. I don't like it at all.delivery man is so rude .it was happen to me last year also.cake taste was fine and good texture. I order every year but still hard to contact.service is awlful and when you call never answer the phone.i hope vidabakery will can do better service for free from people

On 10 November 2022, I pre-ordered a carrot cake from Vida Bakery and requested that it be made the same as the version shown in their catalogue. I paid for the cake on 19 November 2022, and I received it on 20 November 2022.

Unfortunately, my order request wasn’t fully fulfilled. The piped icing on the top of the cake and the base colour of the cake were cream instead of orange. The message was written in pink, which looked confusing and did not match the theme shown in the catalogue. Pecan nuts, which were present in the catalogue photo, were also missing.

Despite stating clearly that I wanted the cake to be made the same as in the catalogue, Vida Bakery decorated it in a different way without informing me. The definition of "same" is "resembling in every relevant respect" or "conforming in every detail." There were multiple opportunities during our email exchange for them to ask for clarification or notify me of changes, but they chose not to.

When I raised this on the day of delivery, I received a reply two days later with no apology or meaningful resolution. I was told, “If you wanted it to be exact (including the nuts), you should have let us know.” However, their own Terms and Conditions say, “We will put a lot of time and effort into being as accurate as possible,” and “If the product is missing elements stated on your order confirmation, we will credit or refund your purchase.” My order stated I wanted it to be the same as in the catalogue, and that standard was not met.

Their response felt dismissive and contradictory. If asking for something to be “exact” violates their T&C, then that should be made clearer. But if they claim to strive for accuracy, then significant changes like colour and missing toppings should have been confirmed with me, especially for a cake costing £84.

Additionally, the email correspondence lacked professionalism. I received incorrect bank details twice, with Vida Bakery even stating, "The bank details are correct yes," which caused delays and confusion. Some emails included unnecessary or casual elements like “Sent from my iPhone,” and the overall communication was not polished or businesslike.

I followed up with another email on 23 November 2022, but I did not receive a reply.

Update: I have since received an apology and a partial refund.