I recently ordered a birthday cake for my daughters 18th birthday. The cake cost £50 and was a specific 18th design. The day before I was due to collect, waitrose telephoned me to say the cake had been damaged in transit. They offered a replacement free of charge but unfortunately this would have been too late for my daughters birthday, as the cake would need to be re ordered. They suggested I come in store and have a look at the damaged cake to see if I could use it. On arrival to the store, one of the customer service staff showed me the cake. It was damaged and the happy birthday sign was beyond repair. However, they gave me the cake free of charge. I was also offered another birthday cake from the bakery also free of charge. Along with this they gave me some beautiful flowers, a bottle of Prosecco and some chocolates. They were very apologetic, recognizing the cake was for a special birthday. I don’t usually submit reviews, but I was very impressed with the efforts made to make up for the disappointment about the damaged cake. Fantastic customer service... thankyou waitrose.