Hi Carmela, thank you for sharing your feedback with us. We’re truly sorry to hear you felt disappointed with your Ice Cold Dreamy this time. This particular cake is what we call a “naked” style – very moist, soft and crumbly by nature. Because these cakes are handmade without added stabilisers, they don’t have the firm structure to hold neatly when cut, and in most cases this cake will crumble when serving. We are surprised you did not have the same issue in previous orders of this same cake.

We also want to mention that there are a few variables that can influence how the cake behaves when cutting – for example, whether it’s served straight from the fridge while very cold, or if it has been at room temperature for some time, which can make it softer and more delicate to slice. This may help explain why your previous orders of the same cake felt different, even though it’s always the same recipe and process.

We’d love for you to try another one of our 40+ cakes that might be easier to serve, so you can enjoy a different cake experience next time.

Thank you again for your honest feedback – it helps us keep improving while staying true to our homemade style.