Arrival Cookies Reviews 633

I ordered Saturday 8th June in the afternoon, ready for Fathers Day. The company states that they bake on a Monday & Thursday so the order needs to be on the system before those days, which mine obviously was. I spent over £40 on both Cookies & Brownies, after a recommendation from a friend (although hers arrived late, a day after her Sons birthday who had asked for Arrival cookies instead of a birthday cake). On Thursday 13th June, I emailed Arrival’s customer services to ask when I would expect my order as it was for gifts this coming weekend. It is now Friday evening & I’ve had no reply from them, no dispatch email & no reply to my social media comment either. I have asked for them to cancel & refund the order. It’s disgusting for a company to take orders that they quite clearly can not fulfil in the time that they state and especially as their products will mainly be bought for celebrations due to the price point. Fathers Day this Sunday, I wonder how many customers they have let down. My work colleague also ordered for Father’s day & hasn’t received them. Although she did receive a lame email in response to hers saying “our bakers are working hard baking your cookies”. Heres an idea, close your website when you can’t stick to your contractual agreements and time frames, you’ll get far more respect for it and less disgruntled customers like myself who have been left bitterly disappointed by a company they thought was trustworthy & legitimate. My first and last order!!!
EDIT:
I received an email today (June 15th) reading: Dear Gemma
Sorry for the disappointment. I will refund you right away.
Wish you a nice weekend,
Em

No apology for their poor service and no explanation! I will wait with bated breath for my refund! What a way to run a company! Avoid! Avoid! Avoid!!!

The taste and texture of the cookies are by far the best I have ever had. The packaging is highly quality too. The only thing they need to add is labelling what each of the cookies are because some of them you can’t easily tell from the outside which is kinder and dairy.

I made an order on Tuesday 30th May and emailed to ask them to amend my billing address. Someone in their team updated my shipping address by mistake meaning DPD sent the cookies to the wrong address. I have sent numerous emails explaining and they simply do not understand the mistake they have made. Their customer service hasn’t been great at all, completely dismissing the error. After a week of very little email exchange, they still haven’t replied to me or resolved the issue, even after giving them my contact number to call me on. And now the person I bought them for hasn’t received their gift.

Thankfully they have now resolved my issue and resent the cookies to my friend for their birthday. Thanks

They taste amazing absolutely love them 10/10

I ordered these on a Wednesday to have it delivered the following week as it says delivery takes 3-5 working days. To my surprise the package arrived on Friday. We are not in the office on Fridays nor Mondays, therefore the whole order went to waste.
We couldn't even have a taste.

Too much sugar it was so overpowering next time add a bit of salt

The cookies are basic. The marketing for it had my hopes up and if I'm honest I was disappointed. I wont be purchasing again as i feel i could get the same soft cookie/cookie dough via any local dessert shop online for cheaper!

Amazing cookies we all loved them and can’t wait to get some more

Major food hygiene fail with two boxes of cookies ordered for my elderly mum who opened them to find a bite had already been taken out of a cookie from each box! I have tried twice contacting the company and they have not responded. I guess they had no way of explaining it... photos I provided showed clear bite marks. I specifically wrote to them telling them I did not want a refund or more cookies and to take this seriously but received no reply either through their chat or contact form. Just avoid.

All cookies were delicious! Nothing but positive except maybe would've preferred it if they were individually sealed to last longer. Probably in the open paper bags for environmental reasons so its nothing to fault them for.

Disappointed with the order process. Email states 1-3 working days for dispatch but I ordered on 8th Feb and didn’t arrive until 21st Feb. Tried emailing but no response. Unfortunately this was a Valentine’s Day treat so really disappointed. Once I did receive the order they were very nice but nothing like the picture advertised. I’ve ordered before from Arrival and not had any issues so not sure what happened this time.

They didn’t even bother to fulfill my order till I contacted them. Well over 10 days before I contacted them.
I have 2 because the cookies are nice. I remember them being stuffed more than they are now, but still nice nonetheless.

Delicious cookies! I have ordered several batches over the last few years. At their best when heated up in the oven for a few minutes.....yummy!

One minor point would be that they are difficult to identify which flavours they are as they all look similar and are not labelled. Not really a problem as all delicious but trying to work out which flavour you are about to enjoy is fairly tricky.

Excellent packaging and reliable delivery.

There was an unexpected delay on my order however a quick email to customer service and I was quickly reassured by Em that my order was just a bit delayed and not lost forever! Thanks Em for your customer service :)

Great cookies that arrive quickly and still fresh

I’m leaving this review as I contacted them directly before my order was baked and then after I got my order (nearly 2 weeks ago) and they didn’t respond to my query. I ordered cookies for a baby shower and placed the order on the Wednesday as it tells you on their website they cook them fresh on a Monday or Thursday with next day delivery unfortunately there was no mention at the time that this is a guidance and if they have busy bakers it won’t arrive on time. When they arrived after the baby shower had been and gone, I contacted them back to tell them they need to update the website as I’d ordered on the Wednesday specifically to get them on time for the shower and to let them know some of the cookies didn’t have a filling and were flat, I included pictures too. No reply so purely based on that I wouldn’t order off them again.

Absolutely shambles. Ordered and arrival cookies missed three dispatch dates deadline causing me to have no cookies. A HUGE DELAY.

Ordered for my husband for valentines and haven’t heard anything back haven’t received items and have emailed and messaged on Instagram and have heard nothing paid £37 and now going through my bank to try get a refund!!

Ordered a week ago and although I enquired via email about my order many times I had no communication from the company at all.

Well what can I say.....

Ordered back in November and never got my items and it took 2 weeks to get a response and a further 2 to get my refund.

Thought I would try again this month and my money has been taken, and yet I will have no order confirmation, have emailed twice with no response and also tried to message on Instagram and still nothing.

This company should be ashamed of themselves :(

I put the wrong address and immediately rectified as per their policy. They didn’t reply for 3 days.

Expect over 3 days per email.