I had ordered a surprise birthday cake for my son’s 19th bday (who studies at a Canadian University) from the UK and it turned out to be my worst nightmare!! Since this was his first bday away from home, I wanted it to be special and had coordinated with his friend/roommate to pick up the cake when delivered and surprise him. The cake never arrived and after endless calls/emails to Hazleton’s I was given a run around with endless excuses for four days and told nothing could be done because the courier was third party and Hazeltons couldn't contact them on our behalf. The courier company chosen by Hazeltons (Canpar) had unmanned phone lines and were closed for the weekend which meant nobody could update on tracking information - it was frustrating to deal with Hazeltons who were most unhelpful at this time and they stated nothing could be done until the order was delivered by the courier. They could not understand the fact that the cake would not be suitable for consumption after being in delivery trucks and warehouses for almost 5 days. I had to dispute the charge with my bank and the cake finally was delivered the same day but in a deplorable state so they had no choice but to refund the money paid for the order. It would have been far more professional and courteous if they had simply refunded when the delivery date wasn’t honoured! The cake was delivered in such a bad state that it was almost disrespectful! I would have been extremely embarrassed had this been a gift for someone other than family as this is not the way any gift (let alone a perishable edible item) should be received! The company must review their courier company as inefficient deliveries are enough to tarnish a company’s reputation and this must be addressed and remedied appropriately. I had to rush another cake through Uber eats to save the day for my son’s surprise birthday and I should have opted that choice in the first place. Never again and I will surely leave a review on Google as well so nobody suffers the way we did!!