Queensbury bakery refunds customers over substandard vanilla slices

Summarised from 3 outlets · Updated 21 Oct, 13:29 · Archive

Marshall's Bakehouse in Queensbury refunded customers who bought soggy original Bert vanilla slices sold before 11.30am on Tuesday.

Marshall's Bakehouse on High Street in Queensbury refunded customers after identifying a technical issue with a batch of its original Bert vanilla slices. The bakery said the slices were soggy and fell below its standards.

The business posted an apology on social media shortly after midday on Tuesday. It confirmed that refunds had already been issued to customers who paid electronically, and invited cash customers to get in touch for their money back. The refunds applied to all customers who purchased the affected batch before 11.30am.

In its statement, Marshall's Bakehouse said: 'We had a technical issue with our original Bert vanilla slices this morning, and it wasn't caught before they were put out for sale. To put it simply they were soggy and not good enough.' The business added: 'We are so sorry, this is not anywhere near our standard and they shouldn't have been sold.'

Screenshots shared with the post appeared to show a number of refunds being processed shortly after the issue was identified. The bakery stressed that its flavoured vanilla slices were unaffected by the problem.

When responding to comments on social media, the business said it did not view the decision to refund as praise-worthy. 'We only sell perfection and I didn't this time,' it wrote. 'We are well aware you spend your hard earned money on a cake and it's a treat, not a necessity. If it's not perfect it's not good enough simply.' The bakery also stated separately that the affected slices were safe to eat.

Marshall's Bakehouse was opened by Holly Marshall when she was 20 years old and has since built a substantial customer following.

How it is being reported

• Popular bakery refunds customers after admitting product was 'not good enough'A popular Queensbury bakery has refunded customers after admitting a batch of its vanilla slices fell below the standards expected by the business.Keighley News · 21 Oct, 12:45
• Popular bakery refunds customers after admitting product was 'not good enough'A popular Queensbury bakery has refunded customers after admitting a batch of its vanilla slices fell below the standards expected by the business.Telegraph & Argus · 21 Oct, 12:45
• Popular bakery refunds customers after admitting product was 'not good enough'A popular Queensbury bakery has refunded customers after admitting a batch of its vanilla slices fell below the standards expected by the business.Wharfedale Observer · 21 Oct, 12:45

In this story: Marshall's Bakehouse · Queensbury · Holly Marshall

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