IndiaCakes — Undelivered Flowers and Birthday Card Unauthorised Substitution Without Customer Consent

Address: Corporate Address F-07, 1'st Floor, North Block, Sacred World Mall, Wanowrie, Pune, 411040, Maharashtra, India

Website: www.indiacakes.com

I am filing this complaint against IndiaCakes regarding incomplete delivery and unauthorised substitution of items in my birthday order.

Order ID: [protected]
Invoice Number:[protected]
Order Date: 03 November 2026
Total Amount Paid: ₹902.50

I ordered a Half Kg Chocolate Truffle Cake along with a bunch of 6 pink roses and a birthday card for my girlfriend's birthday. These items were specifically selected because the flowers and birthday card were an important part of the birthday surprise.

However, IndiaCakes delivered only the cake and a Cadbury Celebrations chocolate pack. The 6 pink roses and birthday card were not delivered.

When I contacted customer support, an agent named Sunita informed me by email that flowers were unavailable at the delivery location and therefore the bouquet had been substituted with a Cadbury Celebrations chocolate pack under the company's policy.

My main concern is that IndiaCakes made this substitution without contacting me or obtaining my prior consent. I was never given an opportunity to approve the replacement, choose an alternative, or cancel the affected items and receive a refund.

The replacement was not equivalent to what I had ordered. I specifically chose flowers because they were personally important to the recipient. Chocolates were not an acceptable substitute for the bouquet. Additionally, the birthday card was also missing.

I attempted to resolve this issue directly through email, telephone and WhatsApp customer support but did not receive a satisfactory resolution.

I subsequently registered a grievance with the National Consumer Helpline (NCH), Government of India. My grievance number is 10602239.

I have also sent a final written complaint to IndiaCakes requesting an appropriate refund for the undelivered bouquet and birthday card. Alternatively, I requested a full refund of ₹902.50 against the return of the delivered items, if a fair partial refund cannot be provided.

I consider this to be a case of incomplete delivery and potential deficiency in service. I believe customers should be informed and their consent obtained before significant changes are made to an order.

Resolution Requested:

1. A fair refund for the undelivered 6 pink roses and birthday card.
2. Alternatively, if an appropriate partial refund cannot be provided, arrange collection of the delivered items and issue a full refund of ₹902.50.
3. A written explanation for making the substitution without obtaining my consent.
4. Appropriate action to prevent similar experiences for other customers.

I hope IndiaCakes takes responsibility and resolves this matter fairly and transparently.