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 purcha... See more
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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 Va... See more
Company replied
First impression was that the "high" price is due to packaging rather than the cookies otherwise this would have been a 5 star. However 3 orders in now and about to place another. These are great co... See more
Honestly, these Easter brownies were the most delicious brownies I have ever eaten (so far!). Arrival have struck that balance between sweet, decadent products that are also tasty, holding a crumbly b... See more
Company details
Written by the company
We are Cookie experts here to bring you the most out of this world recipes. Changing the game and transforming what you think you know about treats. Forget your mundane everyday flat earth cookie. Open your mind to a whole universe of flavours packed into one giant dome of dough. The chunkiest, gooiest cookie to land this side of the milky way.
Contact info
United Kingdom
- www.arrivalcookies.com
The recipients said these were the best…
The recipients said these were the best cookies they could ever had! Huge and filled with flavour. Will be re-purchasing!
May 3, 2023
Reply from Arrival Cookies
Amazing!! I couldn't be more proud of our products and happy for your guests!
Thanks for sharing their feedback!
Excellent service, excellent cookies
These were delivered quickly and within the time frame specified. These Cookies are ALWAYS well received so no problems there either!
April 19, 2023
Reply from Arrival Cookies
Hi! Thanks for sharing your excellent feedback, I am glad you love our cookies. See you next time!!
Amazing service and the best cookies you will find!
Amazing service and the best cookies! I ordered Arrival cookies and brownies for an event and then realised I placed the order with very short notice to ensure the cookies arrived on time. I wrote Arrival’s customer service team, and they ensured the order arrived on time, and kept me updated by email. Fantastic service from Em, Head of Customer service. The cookies are delicious, the best you will find in the market, and the brownies as well! Highly recommend this company! Thank you Em and all the team!
May 5, 2023
Unprompted review
Reply from Arrival Cookies
Hi Margoth
What a lovely feedback! It has been an absolute pleasure to service you during your journey with us! I am very happy you love our cookies and brownies, spread the voice and see you next time!!
Em
😡 AVOID
😡 very annoyed as gave them a second chance after problems with my first order, will at work there delivery man left my package outside in the rain all day till arrived home at 7 and there was nothing outside my house which I don’t deem safe as I live next to two schools ! I contacted the company which are not helping at all AVOID 😡EDIT I WAS UNAWARE IT WAS MY RESPONSIBILITY TO CONTACT THE DELIVERY SERVICE AS I WASNT GIVEN THE CHOICE !!! THERE JUST MAKING EXCUSES FOR THERE POOR SERVICE ! AVOID!
April 18, 2023
Unprompted review
Reply from Arrival Cookies
Dear Rachel
Sorry to read your dissatisfaction. We did discuss your complaint in private already. Unfortunately DPD delivery slot cannot be changed by us unless the customer phones them directly.
If not instructed otherwise DPD staff leave the parcels in porches or outside the doorway as courier companies do unfortunately.
I totally understand your frustration and suggest you to open a claim with DPD if unhappy.
Sincere apology
Em
Fabulous!!
I have ordered from this company on numerous occasions and have always received fabulous cookies and a fabulous service. I would recommend 100%
April 2, 2023
Reply from Arrival Cookies
Thank you so much for your lovely review! You made my day! See you next time
Yummy but they should make it clearer…
Yummy but they should make it clearer which one is which flavour
April 2, 2023
Reply from Arrival Cookies
Hi Leanne, thank you for your feedback, I will pass it on. See you next time!
Reply from Arrival Cookies
Thanks Alan! I am very pleased that the customer service and the cookies met your expectation!See you next time!
Best of the best and cookies so good…
Best of the best and cookies so good you’ll be thinking about them constantly! Best treat EVER
March 26, 2023
Reply from Arrival Cookies
Hi Kylie
Thanks for sharing this amazing review, making our customers happy is our mission so I can say mission accomplished!
See you next time!
Reply from Arrival Cookies
Hi Samantha
I am glad we made you happy! Mission accomplished!!
See you next time
Super indulgent but best tasting…
Super indulgent but best tasting cookies I’ve ever had.
March 23, 2023
Reply from Arrival Cookies
Hi Kirsty
Your review made my day! I am so happy we made you smile with our cookies!!
See you next time!
Creme egg and mini egg cookies
I bought the cookies with creme egg inside and mini egg cookies and they were so good! Microwave for 15 seconds and they’re actual perfection!!! Definitely recommend
February 20, 2023
Reply from Arrival Cookies
Thank you so much for taking the time to leave your feedback. I am extremely proud that you like our cookies! See you next time!
Delicious cookies and timing of…
Delicious cookies and timing of delivery was perfect! Em in customer service was fantastic, replied almost instantly and made sure they arrived in time!!
January 27, 2023
Unprompted review
Reply from Arrival Cookies
Hi Emily
How lovely to read your review! Thank you for the kind words, I am extremely glad that you loved them!!
Amazing cookies ,arrived in good time !!!
The cookies arrived in good time !!!! They were excellent, very moist, incredibly tasty and of a generous size. Amazing. We are already planning our next order.
Many thanks
Tim S
December 20, 2022
Reply from Arrival Cookies
Hi Tim
I am ever so happy to read your review! Please use voucher coce ROCKET15 for a 15% off your next online order.
See you soon
Em
Head of customer service
Amazing cookies and customer service!
January 7, 2023
Unprompted review
Reply from Arrival Cookies
Hi Alessandra
W at a joy to read your feedback!
We have made changes within our customer service and I am the new Head of customer service.
I am striving for excellence and care for all our lovely customers.
Your review is much appreciated and I am glad you enjoyed the cookies.
Take care
Em
Reply from Arrival Cookies
Hi Kay
Thank you ever for much for your passionate and straight forward review!
Wish you a lovely 2023!
Em
Head of customer service
Worsted experience with a company iv ever had
Still waiting on a refund that I was promised early December I would received...still haven't.
The worst company I have ever delt with...took 27 days for the order to show up.
Honestly stay clear this company don't deserve anyone's money.
*Update*
Finally got a refund but I had to go through the bank myself to do so. Will not be accepting any 'good will gesture' and my review will not be changing.
November 26, 2022
Unprompted review
Reply from Arrival Cookies
Dear Lauren
My name is Em and I am the Head of customer service.
Please accept my sincere apology for the delay in receiving your order due to DPD strikes.
Needless to say that I strive to provide exceptional service and believe in our much loved products.
I have read the email chain with my colleague Becca and I totally understand your disappointment, I would feel the same.
I am happy to offer a refund and I would also like send you complementary box as a goodwill gesture.
Kindly email me your address and old order number as I want to check you details one more time.
If you are happy with the resolution of your complaint kindly update your Trustpilot review, it would be much appreciated.
Em
Head of customer service
Amazing cookies! Had them every year for 3 years
My order was late ( due to postal strikes) and arrival was very quick to reply to email and reassure me my order wasn’t forgotten about.
December 20, 2022
Reply from Arrival Cookies
Hi Jade
Happy new year!
Thank for your lovely feedback, it made my day!!
Please use voucher code ROCKET15 for a 15% off your next order
Take care
Em
Head of customer service
Cookies are delicious, but...
I placed my order well in advance of Christmas to avoid disappointment. My order was delayed by 2 weeks, with no notifcation. This was due to packaging supply issues, caused by the recent postal strikes and subsequent backlogs. When my order arrived I only recieved half my order, with no time to re-order in time for Christmas. Fair play to Arrival, they apologised and gave me a full refund. And as for the cookies, which were a gift for friends, I have been told that they are absolutely delicious.
December 22, 2022
Reply from Arrival Cookies
Dear Dean
First of all Happy new year!
I have looked into your order history and I understand the frustration caused by DPD strikes, it certainly gave us hard time too!
I am very proud to hear that your friends loved the cookies, please use voucher code ROCKET15 for 15% off on your next 2023 online purchase.
Take care
Em
Head of customer service
Delayed delivery, poor communication
Delayed delivery, poor communication and brownies that were average at best. Cookies were good though. They also used every excuse under the sun for why this happpened, including: “too many orders”, “couldn’t log in to the system”, “Royal Mail strikes” - despite the fact they have never used Royal Mail whenever I have received cookies from them.
November 30, 2022
Reply from Arrival Cookies
Dear Chris
Thank you for your feedback.
My name is Em and I am the Head of customer service.
I have looked into your order and can totally understand why you rated us 1* for service, I hope that despite the long wait the cookies where delicious at least.
I have emailed you privately.
Talk soon
Em
Delicious cookies
Beautiful, tasty cookies. They are so substantial, they are almost a meal in themselves. Will definitely be buying these again.
December 22, 2022
Reply from Arrival Cookies
Dear Jill, how lovely to read your review!Thanks for taking the time to rate us. Please use voucher code SPACE10 for 10% off your next purchase.
Em
Head of customer service
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