A major Japanese department store operator has apologised profusely for sending 807 collapsed Christmas cakes to disappointed customers.
The company, Takashimaya, said it was unable to work out why the strawberry frill shortcakes, which sell for 5400 Yen ($54) apiece, were delivered in various states of disrepair.
Meant to be frozen on delivery, more than 800 cakes arrived melted, lopsided or crumbled.
"We have betrayed the expectations of many customers. The responsibility rests with our company," head of sales Kazuhisa Yokoyama told a press conference in Tokyo.
"Christmas cake is something that people enjoy with family and friends on a special occasion that only comes once a year.
"We are incredibly sorry that we were unable to create an atmosphere where everyone could enjoy (the cake) together and that we disappointed many."
Of around 2900 cakes it sold online, 807 were delivered to customers with damage.
Takashimaya said the cake maker and company that delivered the cakes had both investigated their procedures but found nothing that could explain how the Christmas Day debacle happened.
Many customers shared photos of their collapsed or half-melted cakes on social media.
The department store has offered refunds or an alternative cake to affected customers.
The cakes were made under the supervision of a French restaurant.