20/04/2026
Over the weekend, we encountered a very genuine issue with one of our customers.
It was brought to our attention that our opening and closing hours differ from Google to Facebook. This issue led to one of our lovely customers missing our closing time and therefore missed picking up her order for her ice-cream cake.
Although our manager and staff attempted to call our customer numerous times, and emailed, it was determined that the customer somehow had an incorrect phone number connected to their Apple account that we used to contact.
Given the attempts to contact the customer, and offers of assistance, both parties have now reached a mutual understanding of two issues that we have now both addressed accordingly.
As a business, we strive to provide A1 service at all times. With this in mind, we offered our customer an amicable outcome in addition to a gift voucher for her and her family.
We have now updated our opening and closing hours both on Google & Facebook accordingly.
We openly accept our customers apology and post they made yesterday, and are very grateful to them in so doing.
We openly apologise to them also and want all to know that at Bertie’s, we are always looking to improve our goods and services, and give back to our community.
