A recent controversy surrounding Prima Deli Tampines, a well-known Tampines cake shop, a highly disgruntled customer took to social media, advising others against patronizing this Tampines bakery. The issue? The cake shop in Tampines had used a slice of cheese rather than the expected chocolate to present a birthday message on a cake.
Added: The customer shared his encounter on the Facebook group Complaint Singapore on Wednesday (Aug 31), noting the shop was located at 201B Tampines St 21.
Calling it “ingenious”, the client said that the bakery used a slice of processed cheese instead of the usual piece of white chocolate to write the “Happy Birthday” greeting in Chinese.
“And I paid an extra S$3 for the wordings that are supposed to be on a piece of white chocolate.”
It appears that this was not the first time the customer purchased from the Prima Deli Tampines because he attached photos of another cake purchased last year.
The previous cake had the same birthday greeting but on a piece of chocolate.
Moreover, the Prima Deli Tampines staff allegedly told the distraught customer that using cheese “was normal.’
“Almost every birthday cake I’ve ordered from the same shop for the past 10 years. This will be the last,” said the original poster, adding he couldn’t change the cake or ask for a refund.
“Prima Deli, you should investigate and control your franchise properly. This is an utter disgrace and disrespectful to the customer,” he added.
As if the cheese wasn’t enough, the family discovered something underneath after they removed the unappetising ingredient.
“We found out that there were holes covered by the cheese that clearly shows that my cake’s dark chocolate toppings looked tampered.”
The customer attached a photo of a similar cake purchased recently, showing a noticeable difference between the two cakes, from the dark chocolate swirls to the dusting.
On Sept 1, a Prima Deli staff reached out to the family and said they investigated what happened.
“It was found that the franchisee boss forgot to place the order for my cake, and in turn, hastily used an ‘old’ cake and removed some deco to place a cheese (assuming for their waffles?) and use it to write the deco wordings. The boss assumed it would be acceptable by the customer.”
The Prima Deli Tampines has since offered a full refund, although the customer declined. Instead, he accepted a complimentary cake on his next purchase.
“I also accepted their apologies and stressed that this should not happen again to any customers.”
Prima Deli Tampines confirmed that this was unacceptable, and a serious warning to the franchise outlet was issued.
This incident serves as a timely reminder not just for Prima Deli Tampines, but for all businesses, of the importance of maintaining a high level of customer satisfaction, quality control, and a consistent brand image. The influence of a consumer’s voice in today’s digital world is significant and can make or break a business’s reputation. /TISG
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