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
Zero customer service
Payment details, then payment were taken before giving the option of where I wanted the cookies sent. They were a gift but we’re sent to me. Despite contacting Arrival Cookies immediately they still sent the cookies to me. A month later I am still awaiting a response. If I were you I would use a company which actually has a customer services team. I will not use again, or recommend. A shame as the product isn’t bad.
October 14, 2022
Reply from Arrival Cookies
Dear Peter
Thank you for your feedback.
My name is Em and I am the new Head of customer service at Arrival cookies.
I am now in process of reviewing all 2022 Trustpilot feedbacks and I wish to send you a belated apology for the poor customer service received.
Rest assured that will not happen again in the future hence please give us another chance.
Feel free to use voucehr code ROCKET15 for 15% off your next online purchase.
Wish you a happy 2023!
Em
Head of customer service.
Eventually got a refund after many messages
DPD went to wrong address and then delivered it to a pick up shop which I couldn't get to. DPD said only sender can arrange redelivery, I contacted Arrival Cookies several times and except one reply which told me to let them know when I received the package, which showed they hadn't read my emails properly, they completely ignored me and as far as I know didn't arrange redelivery. So I paid £22 and so far have got nothing. I'll be escalating this and do not recommend them. They advertise on social media while ignoring emails from existing customers. Outrageous.
Update : things improved - I finally got a proper reply & refund so have adjusted the star rating to reflect that.
October 25, 2022
Unprompted review
Reply from Arrival Cookies
Dear Amma
Thank you for your feedback.
My name is Em and I am the new Head of customer service at Arrival cookies.
I am now analysing all 2022 Trustpilot reviews and I can only sincerely apologise for poor customer service experience received. Rest assured that will not happen again.
Please email me at orders@arrivalcookies.com so I can look into your order complaint or if it was rectifies in the end I would appreciate to see your update on your Trustpilot review which will help other customers to get to know us better.
Look forward to hearing from you.
Em
Head of customer service
My son loved them.
October 10, 2022
First order never arrived
First order never arrived. Contacted the company on both email and instagram multiple times, and only finally got a reply after 2 weeks of messaging. They did eventually reply and resent the cookies, but communication was very poor.
September 15, 2022
Reply from Arrival Cookies
Dear HJM
Hope your 2023 started well!
My name is Em and I am the new Head of customer service at Arrival Cookies.
I am analysing all 2022 Trustpilot reviews and I am sorry to read that you had a poor customer service experience with us. I can assure you that we made changes within the Company and I strive to provide excellent customer service.
I sincerely hope you give us another chance, please use voucher code ROCKET15 for 15% off your next online purchase.
Thake care
Em
Head of customer service
Awful Service
We ordered brownies and cookies, the cookies arrived fine but the brownies never did. It is almost impossible to get a proper response from Arrival to get them sent out again. They take days to respond to emails and when they do they don't address the questions you've asked them instead just repeating themselves from a script. Two weeks on from when they are supposed to arrive and we are no closer to receiving our brownies. The customer service had been appalling, they don't care at all once they have your money
October 3, 2022
Reply from Arrival Cookies
Dear Maria
Thank you for your feedback.
My name is Em and I am the new Head of customer service at Arrival cookies.
I am now reviewing all 2022 Trustpilot review and I have looked into your order history.
Please accept my sincere apology for the poor customer service experience you had, it will certainly not happen again in the future.
I am please to see that on the 18th October my colleague place a new order for you which was delivered on the 21st October.
Hope you will enjoyed them and will give us another chance this year.
Please use ROCKET15 for 15% off your next online purchase and if you could kindly update your review based on the end journey I would immensely appreciate it.
Take care
E,
I was extremely unhappy with the…
I was extremely unhappy with the customer service. Half of my initial order was missing (which was for my son’s birthday). I contacted Arrival cookies 3-4 times over a 2 week period and no one bothered to get back to me to address my concerns. Only after I raised a dispute with my credit card company did I hear back from Arrival. I didn’t have any apology or explanation
September 19, 2022
Reply from Arrival Cookies
Dear David
Thank you for your feedback.
My name is Em and I am the new Head of customer service at Arrival cookies.
Please accept my sincere apology for the delay in getting back to you, I am now looking into all 2022 Trustpilot reviews.
Needless to say that I strive to provide exceptional service and this will not happen again.
Kindly give us another chance, please use voucher code ROCKET15 for 15%off your next purchase.
Wish you a nice 2023!
Em
Head of customer service
Order confirmed but nothing after that
Order confirmed but nothing after that. According to DPD tracking the package was never picked up but no info from Arrival. Chased 4 times before eventually getting a response which was basically “not our fault”
September 15, 2022
Lack of communication.
The brownies eventually arrived but 10 days after I had had the dispatched email. I tried to contact Arrival Cookies twice over those 10 days and I am yet to hear back.
September 24, 2022
Unprompted review
Reply from Arrival Cookies
Dear Abbir
Hope your 2023 started well!
My name is Em and I am the new Head of customer service at Arrival Cookies.
I am analysing all 2022 Trustpilot reviews and I am sorry to read that you had a poor customer service experience with us. I can assure you that we made changes within the Company and I strive to provide excellent customer service.
I sincerely hope you give us another chance, please use voucher code ROCKET15 for 15% off your next online purchase.
Thake care
Em
Absolutely amazing product....best…
Absolutely amazing product....best tasting cookies ever :)
September 5, 2022
Beware - your order may never arrive
Arrival Cookies are delicious, I have tasted them before, but this was the first time I placed an order myself on August 4th for a birthday gift. That birthday gift never arrived. They don't reply to emails and this is the only way to make contact, there is no telephone number on the website and you will not find one.
Normally I use Paypal but that was not an option and now I am £20 plus out of pocket. I have had to make alternative arrangements for the birthday gift that never arrived, and it's looking like I have lost my money.
If you are thinking of ordering - beware, you may not get what you hope is on the way. It's doubtful I will ever order from them again.
September 3, 2022
Unprompted review
Reply from Arrival Cookies
Dear Consumer
My name is Em and I am the new Head of customer service at Arrival cookies.
Please accept my sincere apology for the delay in getting back to you, we faced some IT issues along with DPD strikes to tackle. Needless to say that I strive to provide exceptional service and this will not happen again.
I am very concerned to read that you never received the order please do get in touch with me to disclose more information so I can investigate fully and make it right.
Rest assured that it is not in our interest to retain money that does not belong to us.
Look forward to receiving you email at orders@arrivalcookies.com
Take care
Em
Order never arrived
Order never arrived, I have lost count how many times I've email them to no reply. Ordered on the 4th August. Nothing. Never had a problem before but this is a joke
August 4, 2022
Unprompted review
Reply from Arrival Cookies
Dear Kieran
My name is Em and I am the new Head of customer service at Arrival cookies.
Please accept my sincere apology for the delay in getting back to you, I am now in process of analysing all 2022 Trustpilot reviews.
I am very concerned to read that you never received the order please do get in touch with me to disclose more information so I can investigate fully and make it right.
Rest assured that it is not in our interest to retain money that does not belong to us.
Look forward to receiving you email at orders@arrivalcookies.com
Take care
Em
Order never arrived
Order never arrived. Emailed customer service twice and still awaiting a reply back after. It's really sad as I've ordered before and there were no issues and cookies really good. It's been a big let down this time and probably won't be returning back.
August 18, 2022
Unprompted review
Reply from Arrival Cookies
Dear Alti
My name is Em and I am the new Head of customer service at Arrival cookies.
Please accept my sincere apology for the delay in getting back to you, I am in process of analysing all 2022 Trustpilot reviews.
I am very concerned to read that you never received the order please do get in touch with me to disclose more information so I can investigate fully and make it right.
Rest assured that it is not in our interest to retain money that does not belong to us.
Look forward to receiving you email at orders@arrivalcookies.com
Take care
Em
A great present which comes in really…
A great present which comes in really nice packaging, the recipient loved them!
July 27, 2022
Unprompted review
Arrived seven days not three and no…
Arrived seven days not three and no reply to my email asking when to expect delivery other than we will get back to you in 3x days which they did not. Cookies were nice though
July 27, 2022
Unprompted review
Reply from Arrival Cookies
Dear Peter
Hope your 2023 started well!
My name is Em and I am the new Head of customer service at Arrival Cookies.
I am analysing all 2022 Trustpilot reviews and I am sorry to read that you had a poor customer service experience with us. I can assure you that we made changes within the Company and I strive to provide excellent customer service.
On a positive note I am very happy to hear that you enjoyed the cookies!
I sincerely hope you give us another chance, please use voucher code ROCKET15 for 15% off your next online purchase.
Thake care
Em
Oh my wow
Oh my wow! Sooooo good, especially warmed up. I have ordered a couple of times from here. I gave 4 stars because they are a little pricey, but they are worth it
July 25, 2022
Unprompted review
Terrible service - only way to get a response is to add comments on their social media adverts
Terrible service. Cookies were delivered to the wrong address, which I know is not Arrival's fault. However, when I messaged to ask about getting a refund they ignored me. They ignored 7 emails from me, plus messages on Instagram and Facebook. The only way to get a response is to negatively comment on their social media adverts (though at first they just hide the negative comments). But I found this was the one way to get them to acknowledge me and although they don't read messages accurately or give you any options, they finally relented and gave me a refund.
No idea what the cookies taste like, I never got them!
July 22, 2022
Unprompted review
Reply from Arrival Cookies
Dear Sofie
Thank you for your feedback.
My name is Em and I am now the Head of customer service at Arrival cookies.
Please accept my sincere apology for the delay in getting back to you, I am now in process of analysing all Trustpilot 2022 reviews.
Hope you give us another chance, please use voucher cove ROCKET 15 for 15%off your next online order.
Take care
Em
No more Bens cookies !!
Being a cookie lover . I must admit these are the best cookies money can buy , and I’ve tried so many . Worth every penny . IMHO .
Thank you
July 21, 2022
Didn't Arrive - Somewhat Ironic
Ordered cookies. They took payment. Got a tracking number. Cookies we're dispatched.
It happens, I can live with that.
Waited a week and raised a ticket on their website.
No response.
Waited another week and sent them an email instead.
No response.
Waited another week, chased that up. No response.
Had to raise a chargeback via my bank to get my cash back. First time I've ever had to do that.
Awful customer service. Got to try harder on that one.
July 20, 2022
Amazing cookies
July 14, 2022
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