Arrival Cookies Reviews 633

Loved these to the point of obsession but this delivery situation is ridiculous. There is nothing on the website to say delivery days have now changed. Either way, they sent an email (after purchase) that delivery would be sent out Thursdays. I thought fine, I understand.

Bought my order 12 Nov, so excited to have a friend try them. It's 25 November and I have no cookies, no correspondence (despite sending 2 x emails) and no refund (despite requesting this).

Whatever system they now have in place is going to run this business into the ground sadly. I can see this is a common issue.

The first thing I’ll start with is that I made a mistake in that I didn’t check the delivery process here. I ordered on a Wednesday night hoping they’d arrive for the following Monday or Tuesday. I realised straight after placing the order that they only bake and dispatched on Wednesdays meaning they’d arrive late. I’d ordered them for my son’s birthday party. I emailed straight asking if I could cancel the order and get a refund. They replied the next day to say as I’d only just placed the order I’d have to wait for a refund to which I questioned straight away as I’d wanted to try and give as much notice as possible. I then only got a response once the cookies had been baked almost a week later to say it’s too late and that the shipping policy is clear. If that had been the response first time then I’d have been totally fine given it was my error. I’ve just felt cheated and let down by the company. This wasn’t my first order as I’d have previously purchased some on a number of occasions. I’ve also recommended them to others as the cookies are really nice. I’m not telling people not to order as they can’t be trusted. It looks like many others have had issues given they look to have around 22% 1 star ratings on Trustpilot which for a company has a commercial agreement with TP is bonkers!

Very tasty. But took so long to be delivered- way past date told.

Ordered some cookies on Saturday 21st Sept. as a gift for some friends who were going through a rubbish time, expecting them to arrive the following Thursday to which they didn't. I emailed Arrival the next weekend asking for information on what is happening with my order, to be told that they're experiencing a backlog and I'm going to have to wait until the following week for them to be delivered (so two weeks after I anticipated). I asked if I could cancel the order and it gets ignored, fast forward to today and I've just received a notification that DPD have my order (7 days after I sent an email asking to cancel).

It's a shame because I'd heard about this company through word of mouth, and the cookies look great online so didn't think to check them on Trustpilot to see the various similar complaints to me. The person that replied to seemed nice, but they clearly need more people on customer service paying attention to their emails because the company generally comes across as super disorganised which unfortunately has put me off of ordering from them again. I just hope after all of this my friends enjoy the cookies!

Put an order in on the Saturday expecting delivery on the Thursday. No one email or anything to say otherwise. We had to email to be told that they are AIMING to deliver next week so the delivery would have taken at least 2 1/2 weeks.

I used to love this brand, but all their cookies have been out of stock for the past couple of weeks, and no one has replied to my emails of inquiry. Are they even still trading?

Don't bother. I bought Arrival cookies a few years ago and they were delicious. I decided to buy them again as a birthday gift. I bought them on the Sunday as Monday 5pm is the cut off point. They were suppose to be dispatched on the Wednesday and arrive Thursday. I received no dispatch email and the order didn't arrive. I emailed asking what had happened and they replied saying something had happen to their system. I replied asking if they were able to complete my order for the following week. I had no confirmation and they emailed days later saying they are unable to fulfil the order and offered a refund. I replied saying I would take the refund. I have received no confirmation of my refund being processed and I have not received my refund. I would not bother buying from here.

Best cookies I ever had, the bad thing was that they finished and I wanted more.

Only thing I would change would be 2 dispatches a week one at Wednesday and one on Monday so we don’t have to wait so long to receive them if we have ordered at the weekend. Apart from that, they are delicious

It seemed like the recipe had changed or maybe they added too much butter. They were a bit too greasy. Also a bit flatter than I remember.

The flavour was good and they were nice. Just the grease let them down a little bit.

All that being said I would still buy again so meh.

Also really disappointed. Placed 2 orders with Arrival cookies. 1 for a birthdst present and 1 for anniversary. Both ordered Sunday 28th July before the current 5pm Monday cut off time stated on the website. Expected it to be dispatched on Wednesday and delivered on Thursday as per their current delivery terms. I never received a dispatch email, no DPD email confirming delivery. I emailed them August 2nd and was told it would be baked and dispatched on Thursday (8th August). Again no dispatch email, no DPD contact and no cookies delivered today 9th August. No response as yet to my second email so far. At this point the cookies and brownies better be worth the wait!

I will edit my review if they turn up but like others wish I checked the other reviews first. Be careful if you order from here or consider another company to be safe.

UPDATE: 12th August I receive an email saying there was an "issue with the system" which meant my orders haven't been fulfilled yet. Thankfully I have been offered a refund. Hopefully, this gets processed soon. Unfortunately this company is best avoided. They are just too unreliable and don't seem to actually be doing anything to fix the delays with people's orders.

Not as good anymore way less filling you could barely tell there was any kinder in that one and others were all similar. Seems like cost cutting which means they aren't great anymore

Lovely cookies and brilliant as a gift but every time I send them they are always dispatched 5+ days after payment

Really nice and tasty cookies. Perfect intact and arrived in good timing

Amazing how my review from December was removed, l have brought cookies from this company numerous times before over the last few years, without any problems, but in November 23 the service was awful due to so many people ordering on a Black Friday offer and they couldn’t fulfil all the orders in time, no explanation l had to chase them up numerous times, over weeks of waiting. The cookies are delicious but sadly l probably won’t ever order anymore. Edit to add : thank you for the complimentary cookies, as always we will enjoy them.

Customer service has always been friendly and respond quickly. I have ordered from Arrival a handful of times over the past few years. Complimentary cookies were sent when I raised concerns over quality however they were also no better.
The cookies are no longer the high quality they used to be.
In general each cookie tastes different to older orders and they also don’t reheat well in the microwave anymore. All cookies were flat. With a very noticeable lack of filling in comparison to older orders. The Biscoff cookie barely having a teaspoon of biscoff inside and when cut in half you couldn’t even see the biscoff inside.
And no cookie looks anything like advertised photos. Which they 100% definitely did originally.

Hopefully you can forward on the concerns that it is very noticeable that these cookies have changed. Hopefully there is something you can do in the future to restore the cookies to their original superiority.
I did raise this concern in email and had a response of “ We changed the ovens hence why our cookies appear flatter however the recipe is unchanged and will get back to normal shortly.”
I don’t quite believe an oven would make such a difference to the cookie quality and contents.

Great tasting cookies. I had to chase up about delivery as waited over a week for dispatch but customer service were quick to resolve.

Don’t arrive on time. No communication to say they were delayed. Not worth the time or money I’m affraid to say.
Go elsewhere.

Well yep you did and yep very fair indeed,have great hopes for the arrival of them now hehe,will bump to 5 stars upon further edit :)thank you so much 👊

Best cookies ever. Please can you add a function to add a little gift card with it (like you would with a bunch of flowers) sent some to a friend and it would have be nice to have a note attached

I ordered cookies on 3rd June, I emailed on 10th June to ask why they hadn’t been delivered yet. I got a response apologising for the delay and saying the order will be freshly baked and delivered on the Friday. I asked why there was a delay as there was nothing stated on the website and it said dispatched in 1-3 days, these were a gift and the date had now passed. I was just told the bakers were busy and offered a refund instead. I said I still wanted the cookies but also wanted a partial refund for the long delay and no communication, I was told it was an “exceptional circumstance” but they’ll be back on track on Friday. I said I’d rather forget it, have a refund and order elsewhere. The response was “we certainly experienced a few hiccups. I have refunded you now.”
That was the 12th June and I’m still waiting for the refund.
I then got an email from DPD on Friday morning 14th June saying my order will be delivered today. I emailed Arrival straight away to ask what was going on as I thought they had been cancelled and have had no response. I ordered cookies from a different company in the meantime as I thought these ones were cancelled which has been a total waste of money seeing as these ones were actually delivered!

EDIT: Their response says they refunded and sent complementary cookies. If they had told me they were sending complimentary cookies I wouldn’t have wasted my money ordering from somewhere else! I said I didn’t want the cookies anymore and chose the refund so why send some anyway? I also still haven’t received the refund!