Ruined a 9-year old's birthday

Placed an order for a personalised cookie cake for delivery the day before the birthday-girl's party. Cake did not arrive on the day and when I phoned the following day, I was told by somebody in the office that she would check with the bakery on the status of the order. Never heard back and no cake ever arrived. No apologies offered and the refund (which needed to be requested by email) took over 2-weeks.

Reading reviews it looks like this issue is not unique to me. Avoid at all costs if your order is date-sensitive. :(