Hi Joanne, we believe there is a misunderstanding here. The person you sent to collect the cake arrived at the shop 7:50am. We told him the cake would be ready 8:15am as we needed those extra minutes to allow for the cake to cool down before adding the topping. The cake had just come out of the oven a few minutes earlier, as is the case with all our cakes in early morning production batches. We gave him 2 options: (1) select any other cake from the display or (2) come back in 25 minutes. He happily agreed to take another cake and did not express any disappointment to our team. We do make mistakes once in a while, but in this particular case we believe we did everything according to your request and our confirmation. Thanks for your understanding!