Monginis Cake — bad quality cake. customer concern ignored rudely and very badly

Address:

M/S We Care, Flower Market, Choudhury Bazar, Cuttack, Ward 23, Cuttack Municipal Corporation, Orissa-753001, Cuttack, Odisha, 753001

Hi monginis team,

This is a very painful thing to inform that my wife ordered for a black forest cake worth rs 850 for our anniversary celebration from "monginis cake shop" located at "choudhury bazar" in cuttack, odisha-753001 but the cake quality was horrible and on tasting the flavor was not at all of the black forest cake. The creams applied on the cake were very low quality and horrible taste.
When we approached the vendor to inform about the bad quality, initially the store person working in the shop agreed that this is not the actual black forest flavor cake and kept our cake to cross check with the owner and from the factory where it was prepared. We gave the complain with the bad quality cake delivered at the shop in the morning 10:00 am and it was being told to us that by afternoon 03:00 pm we will be updated after checking with the owner. When we did not receive any call by 03:30 pm, i called to the shop phone number and the owner picked up the phone and asked to come to the shop. On reaching the shop the owner was not present and when we asked the shop person about the owner and the current status what happened after we delivered our bad quality cake. The shop person started giving excuses that the cake cannot be replaced and neither the amount cannot be refunded. When we asked for owner number the shop person initially said their owner has asked all the shop person not to give the owner number. Then we asked if customer is not satisfied with the quality then whom to contact the shop person said nothing can be done and their will be no cake replacement and their will be no refund. On repeatedly asking the owner phone number then the shop person told us new story that they do not have the owner number and played around with me and my wife by giving all the funny excuses. Me and my wife were humiliated by telling we can do whatever possible but owner has strictly said not to give phone number and owner has said cake cannot be replaced and also amount cannot be refunded back. Everything has been captured in the cctv camera of the shop. We completely lost the hope and returned back.
In the evening the shop owner called me and asked me and my wife to come to the shop around 10:00 pm. When we went at 10:00 pm the shop owner started shouting on us by blaming us falsely that we misbehaved with his shop people. Then i asked the shop owner to see the cctv camera but the owner did not agreed to open the recent videos captured by cctv and firmly threatened us by abusing that there will be no cake replacement and neither he cannot refund back the money. After so many arguments and discussions the owner finally agreed that he will speak with the cake manufacturing factory and see if it is possible to replace the cake or refund the amount and kept us in hope till next day. Then next day the owner called and said to me that the manufacturing factory told cake cannot be replaced and the amount also owner denied to return back. We were completely hopeless and fully dissatisfied because our hard earned money rs 850 is lost and we got nothing. The bad quality cake also we left in the shop. We also showed to the owner that this is not the real quality and look of black forest but the owner was stubborn on his point and did not pay any attention for my concerns. Finally we left the cake at the shop only and were fully dissatisfied.

Kindly requesting monginis team to look into this matter and requesting for a cake replacement or refund of rs 850. The owner has the record in his notebook that we have placed the order with our phone number.

Below are the details:
Cake delivered date: 20th november, 2019, evening 07:00 pm
Cake cut date: 20th november, 2019 midnight 11:55 pm.
Complain given date to shop: 22nd november, 2019 - morning 10:00 am
Since we had anniversary plan on 21st november, 2019 we left home for a trip early morning and could not get a chance to lodge the complain with the shop. But during delivery it was told to us that the black forest cake quality will be good for next 2 days that is till november 22nd, 2019 midnight from the day of delivery. The cake quality was very bad and main thing it was not at all a black forest flavor cake.

Attaching the photocopy details of the owner's shop license and complete address.

We sincerely request monginis team to look into this matter and please provide us justice since our hard earned money of rs 850 is involved and finally at the end we got nothing for the complete amount of rs 850 that we paid. Everything has been captured in the shop cctv camera. Please requesting to investigate the matter and provide us the justice.