At CakeGurus we take feedback seriously. If something was not right with your order, service or experience, we want to hear about it so we can put it right.
How to make a complaint
- In store: speak to the store team or manager when you collect your order. Many issues can be fixed on the spot.
- By email: info@cakegurus.com.au
- By phone: call your store (see the footer for store details).
What to include
- Your name and contact details.
- Your order number, and the store and date of pickup.
- A description of the problem and what you would like us to do.
- Photos, where relevant, such as for a damaged or incorrect cake.
What happens next
- We will acknowledge your complaint within 2 business days.
- We will look into it, which may include speaking with the store team and checking your order details.
- We aim to resolve it, and let you know the outcome, within 10 business days. If it needs longer, we will keep you updated.
- The outcome may include an apology, a replacement, a refund or a credit, in line with our Refunds policy and the Australian Consumer Law.
If you are not satisfied
If you feel your complaint has not been resolved, you can ask for it to be reviewed by a senior member of our team by replying to our response. You may also contact your state consumer protection agency, such as Consumer Affairs Victoria.
Food safety and allergy concerns
If you believe a product made you unwell, or you suffered an allergic reaction, seek medical help first. Then tell us right away, keeping any remaining product and packaging, so we can investigate.
Your personal information is used only to handle your complaint.