Common Social FAQ’S - Probe
Please ensure you ask for the bakery the customer visited if it hasn’t been mentioned in the original comment/message
Hours and Bakery Info
Locations
Hi xx, thanks for your message. To find the closest bakeries near you and their trading hours, we recommend putting your postcode into our bakery locator here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Public Holidays/Opening Hours
Hi xx, thanks for your message. You can check if your local bakery is open on a public holiday here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Permanent closed:
Hi xx, thanks for reaching out. Unfortunately, our [insert bakery name] bakery has permanently closed. To find the next closest bakery to you, we recommend using our bakery locator here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Temporarily closed:
Hi xx, thanks for reaching out. Unfortunately, our [insert bakery name] bakery has temporarily closed. To find the next closest bakery to you, we recommend using our bakery locator here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Nutritional Information/Ingredients
Gluten Free
Hi xx, thanks for your message! To ensure products are completely gluten-free with no risk of contamination from other gluten-containing products which are available in-store, they would need to be made outside our bakeries, and it wouldn't be baked fresh every day. Unfortunately, because of this, we will not be producing gluten-free products in the near future. Sorry we don't have better news, and if this process changes we will certainly let our customers know �� Cheers, BD
Nutritional Info Request
Hi xx, thanks for reaching out. Our [insert product name] contains [insert measurement, eg. 5g] of [insert ingredient] per serving. You can find out more here: [insert product link from the Bakers Delight website]. You can also ask any of our friendly staff in the bakery to print a list of ingredients for particular products. Cheers, BD ��
Soy Free - AU
Hi xx, these are our soy-friendly ranges: Ciabatta, Turkish (excludes our Salami, Capsicum & Feta Turkish Pizza), Rye Sunflower, Sourdough, Rye Sourdough, Pane Di Casa, Rye Pane Di Casa, Wholemeal Pane Di Casa and Continental (excludes our Continental Dark Rye Loaf). You can find a full list of ingredients online here:
https://www.bakersdelight.com.au/products/. Cheers, BD ��
Soy Free - NZ
Hi xx, these are our soy-friendly ranges: Ciabatta, Turkish, Rye Sunflower, Sourdough, Rye Sourdough, Pane Di Casa, Rye Pane Di Casa, Wholemeal Pane Di Casa and Continental (excludes our Continental Dark Rye Loaf). You can find a full list of ingredients online here: https://www.bakersdelight.co.nz/products/. Cheers, BD ��
Dairy Free
Hi XX, thanks for your message. We have over 150 vegan friendly products: http://bit.ly/AUVeganProducts, but as we bake fresh in our bakeries using raw ingredients, we can’t guarantee that any product will be completely dairy free. Please note that many of our savoury products contain cheese, so does our pesto. All Danishes, croissants, tarts, scones and products containing chocolate, cinnamon filling or custard, contain either butter or milk solids. Cheers, BD
NZ link: http://bit.ly/NZVeganProducts
Nut Free
Hi XX, thanks for getting in touch. We do use almonds and walnuts in selected products; whilst cashew and pine nuts are used in our pesto. No peanuts are used in any of our products, however our suppliers have indicated that some of the ingredients they supply may contain this allergen. A number of our products also contain seeds and grains. In addition to this, a number of our ingredients may contain nuts. You can check the nutrition and ingredient information at your local bakery or online here:
https://www.bakersdelight.com.au/products/. We always advise being careful as we do use scratch baking methods :) Cheers, BD
NZ link: https://www.bakersdelight.co.nz/products/
Allergen Awareness
Hi XX, thanks for your message. We take allergen awareness very seriously at Bakers Delight and comply with all government food legislation. You can check the nutrition and ingredient information at your local bakery or online here:
https://www.bakersdelight.com.au/products/. However, we always advise being careful as we do use scratch baking methods :) Cheers, BD
NZ link: https://www.bakersdelight.co.nz/products/
Diabetics
Hi xx, thanks for getting in touch! We recommend seeking advice from your health care professional to determine the most suitable bread products for your individual needs. However, we do offer our Hi-Fibre Lo-GI Loaf, with a tested low Glycaemic Index, which may be suitable for those following a diabetic diet. Cheers, BD
Sugar Free
Hi xx, thanks for getting in touch. Unfortunately, we can’t offer bread that has no sugar as it’s
found naturally in most of our ingredients. If you’re looking for low sugar options, we can suggest trying our White, Cape Seed, Hi-Protein Wholegrain, Chia Omega-3 Wholemeal, Sourdough and Pane Di Casa ranges. You can find the nutrition information at your local bakery or online here: https://www.bakersdelight.com.au/products/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/products/
Low Carbs
Hi xx, thanks for getting in touch! If you're looking for a lower carb option, we suggest trying our Cape Seed Loaf, which has more than 25% less carbohydrate per 100g than our White Loaf and is the preferred lower carb option from Bakers Delight. We also offer more health focused products from our Healthy Solutions range which offer a variety of benefits. Check out the range here: http://bit.ly/AUHealthySolutions. Cheers, BD
NZ link: http://bit.ly/NZHealthySolutions
Low Salt
Hi xx, thanks for your message. We have reduced the salt levels in our traditional white, wholemeal and wholegrain range. You can find out the nutritional information in your local bakery or online here: https://www.bakersdelight.com.au/products/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/products/
Vegan
Hi xx, thanks for getting in touch. We’ve made an effort to eliminate as many animal derived products from our breads range as possible. However, a number of our savoury products contain animal products and all products containing pesto also contain cheese. All Danishes, Croissants, Scones, Tarts and products containing chocolate, caramel and cinnamon mix and custard contain either butter, eggs or milk solids. Please keep in mind that due to the scratch baking method used in our bakeries, we can’t guarantee that any product will be free of any ingredient used. You can find out the ingredients at your local Bakers Delight or online here: http://www.bakersdelight.com.au/products/ while each vegan friendly product will clearly state this on the individual product page. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/products/
Halal
Hi xx, unfortunately our bakeries and products are not Halal certified. We don’t have segregated preparation areas for the production of Halal certified products and some products contain non-Halal ingredients, including pork. Cheers, BD
Palm Oil
Hi xx, thanks for getting in touch. The Bakers Delight range of traditional breads does not contain ingredients derived from palm oil. A small number of our sweet and savoury range contain palm oil/palm oil derivatives. We have been working closely with our suppliers to move to the use of certified sustainable palm. All ingredients and products are either palm free or contain certified sustainable palm, contributing to the production of certified sustainable palm oil. Cheers, BD
Yeast Free
Hi xx, thanks for getting in touch. Yeast is an important part of bread making and is what helps it rise, so it is in all products baked at Bakers Delight apart from scones and our Sourdough. Instead of using yeast, our Sourdough is made using a culture starter containing beneficial bacteria which naturally occur in the air and flour. Hope this helps. Cheers, BD
Products – General
Product availability
Hi xx, thanks for reaching out. As our [insert product] are optional for our bakeries to make, not all make them. If you leave us with your postcode though, we’d be happy to check if a bakery near you is making this product. Cheers, BD
Cakes
Hi xx, thanks for getting in touch. Unfortunately, cakes aren't something our bakeries make. Sorry we don't have better news. Cheers, BD
Storage of Single Serve Sweet Products
Hi xx, thanks for getting in touch. Our [insert product name] are best enjoyed on the day of purchase. Be sure to store them in the Bakers Delight plastic bag they came in or a zip lock bag in a cool, dry place. Cheers, BD
Storing Bread
Hi xx, thanks for getting in touch. Crusty loaves and rolls, like our delicious Pane di Casa, are best stored in a paper bag and eaten fresh on the day they’re baked (just try and resist!). Our other soft breads, rolls, buns and scones should be stored at room temperature in a plastic bag, bread bag, or in a well-ventilated bread bin. This will stop the bread from drying out and keep it fresh for days. Cheers, BD
Freezing bread
Hi xx, thanks for getting in touch. All Bakers Delight breads are suitable to freeze and can be stored in the freezer for up to 4 months. For maximum freshness, place the bread in a freezer bag, remove as much air as you can and then seal it. When you’re ready to thaw, you’ve got a couple of options. You can remove the seal and leave it to thaw naturally and slowly in its packaging. Alternatively, if you’ve got hungry mouths to feed, remove it from the bag, wrap it in paper towel and put it in the microwave on high for bursts of 10 seconds until it’s perfectly soft and ready to eat but be careful not to overheat it. Cheers, BD
Frozen Products
The process to make Tarts and Croissants is specialised, time consuming and different to bread making. Bakers Delight does not typically employ qualified pastry chefs and do not have the appropriate equipment for this process. As such, these products are brought in from our trusted suppliers and are then baked in our bakeries. Cheers, BD
Christmas Products Shelf Life
Hi xx, thanks for reaching out. Due to the ingredients used to bake our Christmas products, our Lemon Tarts, Fruit Mince Tarts and Traditional Christmas Cakes have an extended shelf life. The expiry date of these products will be indicated on the bottom of the box, patty pan or tin depending on the product. Cheers, BD
Price variation
Hi xx, thanks for reaching out. We provide our franchisees with a Recommended Retail Price (RRP) however as our bakeries are individually franchised, they have the right to apply an alternative pricing structure based on their own business needs. Cheers, BD
Finger Bun Kits
Hi xx, thanks for reaching out. The DIY Finger Bun kits are an optional initiative that some bakeries have chosen to do. To find out if your local Bakers Delight are making these we recommend contacting them directly. You can find their contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Products – Complaints
Product quality poor
IF BAKERY NAME IS PROVIDED:
Hi xx, thanks for bringing this to our attention. We are disappointed to hear one of our products did not meet our usual high standards. We will be sure to follow this up with the bakery and will pass your feedback on for them to review. Please also feel free to return your purchase to the bakery if for any reason you are not happy with the quality in the future. This provides the bakery team an opportunity to put it right for you and work on any production issues they may be having. Cheers, BD
IF BAKERY NAME IS NOT PROVIDED:
Hi xx, thanks for bringing this to our attention. We are disappointed to hear one of our products did not meet our usual high standards. Please let us know which bakery you visited so feedback can be passed on to the franchisee for review. Please also feel free to return your purchase to the bakery if for any reason you are not happy with the quality in the future. This provides the bakery team an opportunity to put it right for you and work on any production issues they may be having. Cheers, BD
Foreign object
Hi xx, thank you for bringing this to our attention. We are concerned to see that you have found [insert what they have found] in one of our products and can assure you that we take complaints of this nature very seriously. At Bakers Delight, we take every possible precaution to ensure that the product we supply is of the highest quality and meets stringent safety standards.
In order to fully investigate this matter, we require the object for analysis to best determine where the object has originated from. If you still have the object, I am able to mail you a stamped, self-addressed envelope. Once we receive the object, we can begin our investigation with the bakery and relevant suppliers. We do sincerely apologise for this incident and thank you once again for letting us know. Cheers, BD
Mould
Hi xx, thank you for bringing this to our attention. We can assure you that all of our products are baked fresh daily. The development of mould does depend on many factors including the weather, the production/packing process, as well as the way the product is transported and stored. However, this has been escalated to our Quality Assurance team for further investigation. Please also feel free to return your purchase to the bakery if anything like this happens in future. This provides the bakery team an opportunity to put it right for you and work on any production issues they may be having. Cheers, BD
Hair
Hi xx, thank you for bringing this to our attention. We are concerned to see that you have found hair in one of our products and can assure you that we take complaints of this nature very seriously. It is mandatory that hats and/or berets are worn at all times within the bakery sales and production areas. Further, medium to long hair is to be tied back in a ponytail and hair must not be worn loose. We will be reaching out to the bakery regarding this incident and will be reinforcing the importance of food safety for their staff to ensure this does not occur again. Thank you again for bringing this matter to our attention and we apologise for any distress caused. Cheers, BD
Bakers Handling Products
Hi xx, thanks for reaching out. Our bakers are constantly handling sticky dough, moulding products such as scrolls and twists and carrying hot trays, therefore we do not find the use of gloves practical or appropriate in our business. Bakers Delight has in place strict hand washing and sanitising procedures to ensure that all food handling is undertaken in a hygienic manner. All bakers are required to wash their hands frequently throughout the day including after sneezing/blowing their nose and also sanitise their hands regularly with hand sanitiser. Compliance to these requirements is checked by our internal auditors and also local health departments. Cheers, BD
Sales Staff Handling Products
Hi xx, thanks for reaching out. We take food handling very seriously at Bakers Delight. Our policy is to avoid handling products with our bare hands and to use disposable tissue paper to pick-up products. From your feedback, it seems this particular staff member has not been following the procedures of correct product handling. We will be sure to follow this up with the franchisee so that they can address this issue with the sales staff and re-train them if needed. Cheers, BD
Empty Fruit Mince Tarts
IF BAKERY NAME IS PROVIDED: Hi xx, thanks for bringing this to our attention. We are disappointed to see/hear some of our Fruit Mince Tarts did not meet our usual high standards. We will be sure to follow this up with the bakery and investigate this further. Please also feel free to return your purchase to the bakery if anything like this happens in the future. This provides the bakery team an opportunity to put it right for you and work on any production issues they may be having. Cheers, BD
IF BAKERY NAME IS NOT PROVIDED: Hi xx, thanks for bringing this to our attention. We are disappointed to see/hear some of our Fruit Mince Tarts did not meet our usual high standards. Please respond with the name of the bakery so we can follow this up with them and investigate this further. Please also feel free to return your purchase to the bakery if anything like this happens in the future. This provides the bakery team an opportunity to put it right for you and work on any production issues they may be having. Cheers, BD
Careers
Job opportunity
Hi xx, thanks for your message. As our bakeries are individually franchised, we recommend contacting your local Bakers Delight for any possible job opportunities, or alternatively, you can submit an expression of interest here:
https://www.bakersdelight.com.au/company/careers/expression-of-interest/ Good luck! Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/company/careers/expression-of-interest/
Work Experience
Hi XX, thanks for your message! As our bakeries are individually franchised, each Franchisee monitors their own work experience programs, so we’d suggest getting in touch with your preferred bakery. You can find them here https://www.bakersdelight.com.au/find-a bakery/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Apprenticeships
Hi xx, thanks for reaching out. Apprenticeships are available to anyone of working age. You can undertake an apprenticeship if you're a school leaver, re-entering the workforce or an adult worker. Each franchisee does their own recruitment so please contact the bakery directly to determine whether there are any vacancies within the team. You can find them here https://www.bakersdelight.com.au/find-a-bakery/ or alternatively you can look for any opportunities on our careers page here: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Minimum Working Age
Hi xx, thanks for reaching out. Our minimum working age varies depending on different state legislation. You can find individual state requirement in the FAQ section of our careers page here: https://www.bakersdelight.com.au/company/careers/. Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/company/careers/
Donations
Hi xx, thanks for getting in touch. This sounds like a great cause! For any donations, we recommend getting in touch with your local Bakers Delight directly. You can find contact details here: https://www.bakersdelight.com.au/find-a-bakery/. Good luck! Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Sustainability
Plastic Bags
Hi xx, thanks for your message. We’ve implemented some changes in our bakeries over the years to minimise the use of plastic bags where possible. Of course, customers may always request a carry bag. We’ve also introduced our new 'Non-woven Enviro Bag' that customers can buy for $1 and re-use it not only at Bakers Delight but every time they shop. Cheers, BD
Bread Tags
Hi xx, thanks for reaching out with your concerns. Our bread clips used to seal the bags fall under number 6 of the plastic material recycle codes. This means that the degradation process begins the moment the tag has left the extruder, as there are no additives or inhibitors added to the tag. However, we aren’t stopping there. We are currently working on a number of short and long-term strategies to help further reduce single-use plastic across our network. Cheers, BD
End of day waste
Hi xx, thanks for your message. Where possible, our Franchisees donate surplus bread to local charities and community groups across Australia and New Zealand. Certain products, such as those that contain meat or custard cannot be donated. If you have a charity partner who may have a need for products please feel free to contact your local bakery: https://www.bakersdelight.com.au/find-a-bakery/. Cheers, BD ��
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Common Online Ordering Social FAQ’s
General Click & Collect
How do I access Click & Collect?
You can access Click & Collect on your computer, tablet or mobile phone via a web browser at the following address: https://order.bakersdelight.com.au/
NZ link: https://order.bakersdelight.co.nz/
Can I Click & Collect from any bakery?
Most of our bakeries are offering online ordering. Search your postcode to find your nearest one: https://order.bakersdelight.com.au/
NZ link: https://order.bakersdelight.co.nz/
Can I earn and redeem my Dough Getters spend balance online? Unfortunately, at this stage earning and spending Dough Getters rewards is not possible through Click & Collect. We’re working on a solution to enable customers to earn Dough Getters rewards, so watch this space!
Do you offer delivery?
We’re currently offering click & collect via our new online ordering platform. For dough to door delivery, some of our bakeries are operating through Menulog and UberEats. Simply search for your local Bakers Delight through the respective apps.
What payment options are available online?
Visa and MasterCard.
Are the prices the same in bakery?
They sure are. Our online pricing is the same as in-bakery. However, as we are individually franchised, there may be some variation in prices between bakeries. Current legislation restricts franchisers from price fixing. As such, we can only offer a Recommended Retail Price (RRP) to our franchisees.
Is there a charge for Click & Collect?
Each transaction will incur a $1 Click & Collect Service amount. This is to cover the cost of packaging materials and other operational costs.
Is there a minimum spend for online orders?
No, you can order as little or as much as you like!
Click & Collect Products
What products are available for Click & Collect?
We have a great selection of your favourite Bakers Delight products available for online ordering. You can see the full list of products when placing an order, including prices.
I’ve received my order with a damaged or missing product.
Please contact the bakery that filled your order directly so they can fulfil the missing product, replace the damaged product or provide you with the appropriate refund.
Where do I find the nutritional information and ingredients for your products? You can access all nutritional information and ingredients via our national website by clicking on each product here: https://www.bakersdelight.com.au/products/
NZ link: https://www.bakersdelight.co.nz/products/
I like my bread sliced thick. Can I choose how I want my loaf sliced? Of course, because we all know nothing is better than sliced bread! Simply select the ‘customise’ button alongside the product and choose if you would like it sliced as Sandwich, Toast or left unsliced.
The product I am trying to order is greyed out and showing as ‘Sold Out,’ what does this mean?
Unfortunately, the bakery has sold out of this product and you will be unable to order it at this time. We recommend placing your Click & Collect order in advance to ensure you don’t miss out.
Click & Collect Ordering Process
How quickly can I have my order?
We have same-day collection; you can place your order and collect your baked goods 1 hour after placing the order. You can also future date your order up to 1 week in advance.
Do I need to create an account to place an order?
No, you can check out as a guest or create an account so you can quickly place repeat orders next time you shop with us.
Can I modify or cancel my order?
Unfortunately, once orders have been paid for and confirmed, they can no longer be modified or cancelled online. Please contact the bakery that you’ve placed an order with directly to discuss your changes. As our bakeries are individually franchised, please note that it’s at the discretion of each franchisee to determine whether your request can be fulfilled.
How do I contact someone about my order?
Please contact the bakery that you ordered from directly. You can find the bakery contact details by searching the postcode here: https://www.bakersdelight.com.au/find-a-bakery/
NZ link: https://www.bakersdelight.co.nz/find-a-bakery/
Online Order Collection
How will I know my order is confirmed?
Once you have placed an order online a confirmation page will appear. You should also receive a confirmation email. If you haven’t received this email, please check your spam and junk folders. If you’re still unsure if your order has gone through, please contact the bakery you ordered from directly.
Where should I go to collect my order?
Head into your selected bakery and collect your order at the allocated Click & Collect area. Notify one of our friendly team members that you would like to pick up your Click & Collect order.
What do I need to bring to collect my order?
When you head into one of our bakeries to collect you order, make sure you bring along your confirmation email.
Can someone collect my order for me?
Yes, simply ensure that person has your order details to show the bakery staff on arrival.
Can I BYO bags?
At this point and time, we’re not accepting BYO bags. You order will be packed and ready to go for when you arrive.
Common Dough Getters Social FAQs
Signing up
How do I sign up to Dough Getters/I can’t signup
Hi xx, thanks for reaching out! We’re excited to have you on-board our growing Dough Getters family. You’ll find the Dough Getters App on the Google Play/Apple Store under Bakers Delight - Dough Getters. Alternatively, you can sign up on our website here: https://rewards.bakersdelight.com.au/#/signup. Cheers, BD ��
I couldn’t get through the sign up form/I can’t proceed without a card number
Hi xx, sorry to hear you are still having issues signing up. Please check for any errors on your registration page, these will be highlighted red. If you continue to experience issues please call our Customer Relations team on 1800 325 325 for further assistance. Cheers, BD ��
I’m having issues signing up
Hi xx, thanks for reaching out. We’re sorry to hear about your experience with Dough Getters so far. Please let us know which part of the sign up process you’ve been having trouble with and we would be more than happy to help. Cheers, BD ��
I don’t have a mobile how do I sign up?
Hi xx, thank you for your concerns. We’re aware and grateful to have loyal customers of all ages supporting our local bakeries and would hate for anyone to miss out on being rewarded. We recommended reaching out to your bakery to check for an alternative option to the Dough Getters program that may suit your situation. Cheers, BD ��
What is a Dough Getters Card/Card Number and how do I get it
Enquiring about card and hasn’t signed up yet:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! A card number is not a mandatory requirement to complete the sign-up process and you should be able to skip this field to complete the sign-up. You can obtain a Dough Getters card next time you pop into your local bakery by asking a staff member. This card will have a number on it, which you can add to your profile later through our Dough Getters app, or on our website here: https://rewards.bakersdelight.com.au/#/. Cheers, BD ��
Has signed up but doesn’t know where to get card:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! You can obtain a Dough Getters card next time you pop into your local bakery by asking a staff member. This card will have a number on it, which you can add to your profile later through our Dough Getters app, or on our website here: https://rewards.bakersdelight.com.au/#/. Cheers, BD ��
Doesn’t know how to add their card number:
Hi xx, thanks for reaching out. We’re excited to have you on-board our growing Dough Getters family! You can add your card number to your profile through our Dough Getters App or by logging in through our website here: https://rewards.bakersdelight.com.au/#/. Once logged in, go to “My Profile” and click “Edit my information” where you will be able to add your card number. Cheers, BD ��
Account verification
I signed up but never got the verification email/I can’t verify my account (likely a mistake in their details)
Hi xx, thanks for getting in touch. We’re excited to have you on-board as part of our growing Dough Getters family! Please send us your login credentials (email and mobile) so we can investigate this further. If we’re unable to resolve the issue, we will be happy to verify your account manually. Cheers, BD
When I try to login it says my mobile/email has already been taken/I can’t sign in (likely a mistake in their details)
Hi xx, thanks for reaching out. We are excited to have you on-board as part of our growing Dough Getters family! Please send us your login credentials (email and mobile) so we can investigate this further. Cheers, BD
I have entered the wrong email address/phone number can you please change it
Hi xx, thanks for reaching out. We are excited to have you on-board as part of our growing Dough Getters family! Please provide your login credentials (email and mobile) and the correct email address/mobile number so that we can update this for you. Cheers, BD
RESPONSE FOR ANY OF THESE QUESTIONS AFTER EMAIL/DETAILS BEEN FIXED SO THEY CAN VERIFY THEIR ACCOUNT
Hi xx, thanks for that. We could see that there was a mistake in your email address but this has been updated on your behalf and you should now be able to login online. This should prompt your verification email to be resent. Please check your inbox/junk/spam folder and verify your account by clicking on the link provided in the email. Cheers, BD
My verification email is missing the link/I can’t click anywhere to verify
Hi xx, thanks for reaching out! We are excited to have you on-board as part of our growing Dough Getters family. Please send us a screenshot of your verification email and your login credentials (email and mobile) so we can investigate further. If we are unable to resolve the issue, we will be happy to verify your account manually. Cheers, BD ��
AFTER MANUALLY VERIFYING
Hi xx, as we were unable to resolve this issue your account was manually verified and you should now be able to login. However, there is a risk you will not receive email notifications for any future rewards you earn or upcoming offers. We suggest you download the Dough Getters App so you can easily keep track of your Dough. Cheers, BD ��
Password
I can’t set my password
Hi xx, thanks for reaching out. Please ensure your password meets the requirements specified on the sign up page. This includes the password containing 10 - 16 characters consisting of 1 upper case, 1 lower case, 1 digit & 1 special character such as $ # @ ! % & * �� Cheers, BD
It is too hard to set a password
Hi xx, thanks for reaching out. In order to ensure that your account is secure and that only you can redeem your exclusive offers we require these criteria to set your password. Cheers, BD
What is a special character
Hi xx, thanks for reaching out. Examples of special characters are $ # @ ! % & * and you only need to use one of these in your password. Cheers, BD
I am trying to reset my password but am not receiving the reset link email
Hi xx, thanks for reaching out. Please send us your login credentials (email/mobile) so we can investigate this further. Cheers, BD
Can’t remember my password/how do I reset it
Hi xx, thanks for reaching out. To reset your password, please press the ‘OOPS! I FORGOT MY PASSWORD’ link on the login page, which will prompt a password reset email to be sent to you. Cheers, BD
Forgot password link not showing up:
Hi Michelle, thanks for your prompt reply. It seems as though your font size is set to large which is causing the issue. For iPhone, the setting to turn this off is found in Settings > Accessibility > Display test & size > larger text (needs to be set to off). Alternatively, kindly respond with your login credentials (email/mobile) and we'll be happy to manually reset your password on your behalf ��. Cheers, BD
After resetting password:
Hi xx, we have reset your password to: Bakersdelight12$
Could you please try logging in using the above and let us know if this was successful? Once logged in, you can change this password to anything you would like. Cheers, BD
General
Can two people have the same card/joint account?
Hi xx, thanks for reaching out! You can use your credentials to log in to the app on multiple phones or by using the same card but this is at your discretion. Our Dough Getters rewards program cannot have joint members and you can only use a card on one profile. Therefore, if you each want your own account you will both need to create a separate profile using an
individual email or mobile number and card number. A bonus perk is you get a treat from Dough Getters on your birthday and you can both earn ‘dough’ individually for your spend. Cheers, BD ��
Can I still use the stamps I already have on the old stamp card?
Hi xx, thanks for reaching out. Unfortunately our Delightful Rewards stamp cards are no longer accepted as we now have our exciting new program, Dough Getters. As a Dough Getter you now have the freedom to earn and redeem at any participating Bakers Delight plus you can choose to use your rewards on any product you like (not just loaves)! You’ll also receive multiple bonus offers/gifts throughout the year. In other words, we’ve increased the delight you get for your spend �� Cheers, BD
Can I still use the stamps I already have on the old stamp card and can I transfer them to the new system?
Hi xx, thanks for reaching out. Our Delightful Rewards stamp cards are no longer accepted as we now have our exciting new program, Dough Getters. Unfortunately, you’ll be unable to transfer these stamps to the Dough Getters program. However, as a Dough Getter you now have the freedom to earn and redeem at any participating Bakers Delight plus you can choose to use your reward on any product you like (not just loaves)! You’ll also receive multiple bonus offers/gifts throughout the year. In other words, we’ve increased the delight you get for your spend �� Cheers, BD
How do I edit my details in my profile?
Hi xx, thanks for reaching out. You can edit your details any time by simply logging into your account either via our Dough Getters app or on our website here:
https://rewards.bakersdelight.com.au/#/. Once logged in, go to “My Profile” and click “Edit my information” where you will be able to xxx [ADD WHAT THEY ARE TRYING TO EDIT]. Cheers, BD ��
It is saying that I am logged in on another device and now I can’t login:
Hi xx, thanks for reaching out. You can only be logged into one device at a time so this likely means someone else is logged into your account or you have left yourself logged in on another device of yours. Please check all your devices to ensure you are only logged in on the device you wish to use your account on. Cheers, BD
Just checking if I successfully registered
Hi xx, thanks for reaching out. Please provide your login credentials (mobile/card number) so that we can check this for you. Cheers, BD
Your dough getters link doesn’t appear to work
Hi xx, thanks for getting in touch. We’re sorry to hear that, can you please send through the link/URL that you’re trying to access so that we can investigate this further? Cheers, BD
Can you link my account to my card number
Hi xx, thanks for getting in touch. Can you please provide your login credentials (mobile/card number) so that we can update this for you? Cheers, BD
Is it $55 in one transaction or accumulating over several transactions?
Hi xx, thanks for your message. The $55 is over several transactions. As soon as you spend $55, you’ll receive a $5 voucher via your Dough Getters account �� Cheers, BD
What do I get for my birthday?
Hi xx, thanks for reaching out. On your birthday, you can enjoy a delicious free scone (whichever flavour you want!). This will be valid for 30 days from your birthday. Cheers, BD ��
I have set up my account but how do I prove I am a member in store to use my account?
Hi xx, thanks for reaching out. When you are in one of our bakeries, just scan the QR code which is on the home page when you open the Dough Getters app or scan your Dough Getters card. If you don't already have one, you can obtain a Dough Getters card next time you pop into your local bakery by asking a staff member. This card will have a number on it, which you can add to your profile later through our Dough Getters app, or on our website here: https://rewards.bakersdelight.com.au/#/. Cheers, BD ��
I am in lockdown and my free loaf is about to expire
Hi xx, thanks for reaching out! As we are considered an essential business we are open during lockdowns so you will still be able to claim your welcome loaf �� Cheers, BD
^^^
If they respond that they don’t have a BD within their 5/10km radius or another valid reason then we can send back:
Hi xx, thanks for reaching out. Please let us know when you are next able to travel to your nearest Bakers Delight and we will be happy to re-issue your Welcome Loaf closer to that date �� Cheers, BD
I have lost my card, how do I cancel it?
Hi xx, thank you for bringing this to our attention. Please send us your login credentials (email/mobile/card number) so that we can cancel your current card. After we have done this you will be able to get another Dough Getters card from your local bakery which you can add to your profile. Cheers, BD
Hi xx, thanks for your message. We can confirm your lost Dough Getters card (999xxxxx) has now been removed from your account and your last transaction with the card was on xxth Month for $xx.00 at Bakers Delight XXX. Please collect your replacement Dough Getters card from your local bakery and add it to your profile as soon as you can. In the meantime, you can still earn Dough by providing our friendly bakery staff with your mobile number and letting them know you are a Dough Getter. They will take care of the rest. Cheers, BD ��
General dough getters complaints (can combine these if the customer is complaining about both issues)
Why did you get rid of the old system?
Hi xx, thanks for reaching out with your concerns. We surveyed thousands of customers about how we could improve our previous rewards system and the overwhelming feedback was that our customers wanted to be able to choose their reward while receiving more rewards based on how much they spend. As a Dough Getters member, you earn a $5 reward for every $55 you spend - so every dollar and cent you spend gets you closer to $5 of dough! Plus you can choose to use your reward on any product you like (not just loaves). Cheers, BD ��
Why do you need so much information?
Hi xx, thanks for reaching out with your concerns. We take the privacy of our members very seriously and can assure you that we are adhering to set regulations. You can find out more here: https://www.bakersdelight.com.au/privacy/. We require this information as an added security measure to ensure that only the registered member of the Dough Getters program can contact us to make enquiries or request changes to the account. Cheers, BD
Missing Dough Getters transaction as card didn’t scan:
Hi xx, thanks for reaching out. Sorry to hear that you have experienced issues redeeming a transaction through your Dough Getters account. Please send us a private message with your login credentials (email and mobile) and proof of your transaction such as a bank screenshot and we will be happy to add this transaction to your account. Cheers, BD ��
Dough Getters Expiry Complaint
Hi xx, thank you for raising your concerns with us. We are sorry to hear that you have reservations about the expiry date of your $5 reward. The expiry date was calculated based on extensive research of the frequency in which our customer’s visit our bakeries. Unfortunately this is not something we are looking at changing in the immediate future but we will certainly pass your feedback on to the Dough Getters team for them to review. Cheers, BD