The Hummingbird Bakery Reviews 58

Ordered a cake for my daughters 30th.. we came all the way from Cheshire to London by train. We were unable to cut the cake as it hasn’t arrived !!!
Super disappointed.. had we known we would’ve collected at a branch which was 3 miles away..
There is no order tracking service..

I got two slices of red velvet cake yesterday the price has now gone up also the slices is very small Customer service very poor I got the slice from Victoria branch

Tried to buy online 2 x 6 cupcakes for collection Saturday morning at our local South Kensington store - got as far as clicking Pay but website stops there, and takes you back to 2 screens earilier. Two of us tried 6 times, in Chrome, Edge etc - what a waste of time. All I wanted to do was order and pay for cakes to collect, but impossible with a rubbish customer buying journey that prevents this. Still, the pictures of the cakes we wanted to give them money for DO look pretty on the Instagram-friendly website - such a shame it doesn't let people pay for and get them. We measure customer journeys on many, many websites, this one was the worst so far this year. Go elsewhere if you need to order online. Had a reply just now from customer serving asking for more details of whether ordering on a mobile or PC, so decided to log into the website using my iPhone - got straight in, it shows my order, I entered postcode, selected my local store, entered the date and time for collection, clicked the green payment icon (it had turned green after last details were entered) - and was sent straight back to the previous screen - terrible attempted buying experience, we do a LOT of online purchases and know a problem when we see one.

What a disappointment. I ordered 12 cupcakes for a surprise staff party at the cost of £45.45 + over £6 for delivery. Can you imagine the disappointment, when we opened the box to find only 6 cupcakes in the box!!
If you chose to use their delivery service, please use with caution!

I ordered six cupcakes to be delivered on Mother’s Day. The confirmation emails stated delivery between 10:00 and 18:00. My mother received a call after 12:00 stating delivery may be shortly after 18:00. She called the number back at 19:00 but there was no answer. She was called back at 19:10 and the gentleman said delivery would be in an hour. At 20:45 is sent an email to Hummingbird bakery asking for an explanation. Shortly after the cakes were delivered. They were dry and didn’t taste like they had been baked on the last 24 hours. I won’t use this company again.

I ordered a red velvet birthday cake from the Spitalfields shop. It looked nice on the outside but when we cut into it, the sponge was dry and gloopy, and they forgot to include the message card ordered at the same time.
Very disappointed this bakery has gone down hill. I have used them for all big birthdays and celebrations for more than 10 years and will be going elsewhere in future. Such a shame!

Very poor cake especially for the price. I bought the rainbow cake for my daughter’s birthday and even she said that the icing was too sweet. And you know kids can’t have enough of sweet! The cake was dry and so was the icing. I don’t even think they use butter for baking instead replace it with vegetable oil. The only positive was that the cake was much bigger than expected. But all that meant was that we had to throw half the cake away as it inedible. Please stay away from these over priced but well marketed junk. You can buy equivalent cakes off the super market shelf for a fourth of the price.

Firstly, I went to their new shop on St Johns Wood High Street and ordered a cake for delivery.....their van broke down and there was a problem which they remedied quickly and brilliantly in apologizing and offering me a free replacement cake and a full refund.......while this was going on one of their staff, a very pleasant young man, offered me a drink...coffee.......Marie put everything right.......quite stunning customer service.........the cake that I chose was also stunning.......a chocolate salted caramel treat.....fresh, delicious, full of flavour and non greasy....excellent....as was their staff.....go to their St Johns Wood branch NOW....I did........I see mixed reviews here......which surprises me after my experience today with that shop and the company.....This was my first time with them and now they have me as a customer for life...

Very disappointed cupcakes were dry and flavourless and the icing was over the top and sickly sweet. I used to love hummingbird bakery and was so excited when I saw them in London but way overpriced. I bought a selection of 9 desserts and the only things that were decent were the pumpkin pie and the carrot cupcake

My husband bought my birthday cake from here. The rainbow cake. It’s terrible. Tastes like pure sugar not a cake and even as sugar doesn’t tAste good. Too sweet for our kids too! Most of the cake is sitting in the kitchen.waste of money!

I paid for a birthday cake that was not delivered at home as agreed and paid for. It was a birthday cake!!!

The offered solution was to collect from one of its shops - far away from place the day after!

No refund policy or a voucher to use another day for a cake.

When I spoke with the customer service they replied that this is the company policy.

If you don't want to ruin any birthday celebration. Stay away from this company. Extremely disappointing.

Order was delivered after the 12-6pm delivery slot time, thankfully the cake was for the next day. Cake was dry and m&m’s were all soft inside, very disappointing as I use to love the cakes from here.

Very poor service from Hummingbirds customer service manager Charlotte. I had written to them about my recent experience and expected some form of compensation. I sent over photos of the cupcakes and a proof of purchase. Sadly it felt like they did not have any respect towards me as a customer. The staff member did not provide a receipt when I had visited the store. I sent a screenshot of my bank transaction from the app, apparently this was not sufficient. Not going to purchase from them again - level of service and quality of products have deteriorated. Avoid!

There was a problem at collection when none of the days orders were there and the staff tried hard to get my order ready within 30 mins.
However, the cake icings were soft and cake toppings didn’t look as good as expected (baby shower selection). The cakes were supposed to be a show stopper for our event but didn’t live up to expectations. They were obviously rushed and not prepared by an expert baker. The topping was just pure sugar. We travelled into London and should have ordered from a local baker and half the cost. Would definitely not recommend based on this order.

Ordered a birthday cake for my daughters birthday party 10 days in advance - we had 20 of her friends over for her 3rd birthday.

At 12pm I messaged to see if the cake was going to be later than 3.30pm then I would go to Richmond - where the delivery was booked to pick it up but was told this branch closed in 2020! The cakes were in Spilatfields lol --- at 5pm I was sent a refund as the cake was going to arrive after 6pm.

The cake never arrived. My 3yr old daughters heart was broken. What a utter waste of time, horrible service and inconsiderate company. Do they not realise that their business is EVENTS?! Joke. Never again.

We have bought the same cake from Hummingbird for some years now, for birthdays or Christmas. It was of uniformly wonderful quality -- until last week, when one arrived, for a birthday. This time it was much less moist and flavourful. A couple of days later, it had dried out even more, despite our wrapping it very carefully -- totally unlike previous years. We wrote customer service about this. They said there was nothing they would do about it.

We won't be returning to them, that's for sure.

Used to best cake shop in London now the quality is terrible. Our very expensive rainbow cake was bone dry inside twice in the row. Terrible customer service who refused to do anything about it. Deteriorated terribly no longer worth the money at all: cakes embarrassing in quality and expensive.

Thank you Kirsi and the Hummingbird Bakery team for delivering our cupcakes and finding a solution to ensure the order came to us on Saturday. Quick customer service to provide a positive and happy customer result. THANK YOU!! Hard to find a company that will go above and beyond to get a positive result in this day and age, highly recommend, will have no issues using you again and recommending you to all our friends and family.

The cupcakes are lovely, but the customer service has something to be desired.

I find it best to go into a store to buy than order online.

Avoid at all cost. Terrible/non existent customer service, cakes have dropped in quality and the business no longer cares. Such a shame, went from being London's best to worst cake shop.