Good shopping experience, but the shop ran out of stock of one of the items that I purchased, even though it seemed to be available when I placed the order. Customer service was prompt to address the... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Slower than usual delivery. Package left roadside of the gate in the pouring rain. Luckily cake boards not damaged. This is usually my go to company but this delivery has put me off slightly
Company replied
Ordering from Cake Craft Company was so simple to do. The website is very easy to navigate. There is an extensive choice of products to select from, whichever needs you have, good quality at very affo... See more
Great customer service and great products sold by this company. One of the cake boxes I ordered arrived damaged (by fault of the courier, not Cake Craft Company), but they were very kind and quick to... See more
Company details
- Cake Decorating Equipment Shop
- Bakery Equipment
- Baking Supply Store
- Craft Store
- Hobby Store
- Kitchen Supply Store
Written by the company
Famously Lower Prices Cake Craft Company offers great prices on your cake decorating supplies, sugarcraft essentials & packaging. FREE delivery on orders over £45
Contact info
Unit 13-14 Muirhead Quay, Fresh Wharf Estate, IG11 7BG, London, United Kingdom
- 02036374715
- orders@cakecraftcompany.com
- www.cakecraftcompany.com
4.4
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 73% of negative reviews
Typically replies within 1 week
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Good Wuality Product
Arrived on time and a good price for quality product
October 31, 2025
Unprompted review
Poor customer experience
I've had such a bizarrely poor experience with Cake Craft Company I felt compelled to write a review.
I made an order. 3 days later the Evri order was generated, saying they'd have it within 48 hours. So far, so good. But the tracking never updated, and I had to chase them 5 days after that for it to eventually arrive the following day. Not ideal but not the end of the world.
But then the customer experience just got worse:
- The order arrived, and only once this happened they informed me a product I had ordered was out of stock. Why would you not inform me of this BEFORE it had arrived?
- In the email, they offered me two options of store credit or a replacement item. Are you having a laugh?
- I said neither was acceptable and asked for an actual refund for the item. I got an email saying this was actioned, but it didn't materialise. So 2 weeks later, I've had to chase the refund which they then actioned quickly, but why wasn't it done in the first place?
Poor options and too much chasing! I'll save myself the hassle and order elsewhere next time.
November 25, 2025
Unprompted review
Reply from Cake Craft Company
Hi Michelle May,
Thank you for taking the time to share your experience with us — we genuinely appreciate your feedback, and we are truly sorry for the difficulties you’ve encountered.
Please accept our sincere apologies for the poor service you received. This is far from the standard we strive to deliver, and we fully understand your frustration. We are truly sorry for:
The delay with your Evri delivery and the lack of timely updates
Not informing you about the out-of-stock item before your order was dispatched
Offering unsuitable alternatives instead of providing a straightforward refund
The refund not being processed correctly the first time, causing you to chase it two weeks later
You are absolutely right — you should not have had to follow up at any point. Your time is valuable, and we let you down.
We are reviewing this internally to ensure this does not happen again. Your feedback has highlighted areas where we must improve, and we are taking this very seriously.
We value your trust, and we are deeply sorry for the inconvenience caused. We hope that, given the opportunity, we can restore your confidence in our service and provide the level of care our customers deserve.
With sincere apologies,
Customer Experience Team
Cake Craft Company
Stencil
I went to Cake International, on the 31st Aug 2025. I saw the ladies demonstrating the stencil and fell in love with it. I had a cake ordered in 2 weeks time and I knew this stencil would look amazing. I was assured that it would arrive in time so I purchased it whilst I was there. It arrived in 3 days and looked amazing.
October 31, 2025
Unprompted review
Cake board arrived promptly and was…
Cake board arrived promptly and was well packaged
November 13, 2025
Unprompted review
Efficient service and delivery
Efficient service and delivery. Cake boxes were perfect for packaging mince pies and shortbread. Able to see food before biting. Boxes are well made and attractive.
November 20, 2025
Unprompted review
The description wasn't correct on these…
The description wasn't correct on these particular napkins.
Returned for refund, but unfortunately lost out due to postage costs.
Edit** This has now been corrected with full reimbursement 🙂
Thank you for listening & putting this error right.
November 8, 2025
Unprompted review
Reply from Cake Craft Company
Hi Sarah,
Thank you for taking the time to share your experience.
We’re genuinely sorry for everything you’ve been through and for the disappointment caused by the napkins. You’re absolutely right to expect the product description to be accurate, and we’re sorry this wasn’t the case on this occasion.
We’re also very sorry that you’ve lost out on postage costs while returning the item for a refund – we completely understand how frustrating that must be.
We’d really like the opportunity to put this right. Please email our Customer Experience Team at orders@cakecraftcompany.com, including “FAO_TRUSTPILOT_SARAH” in the subject line, along with your order number. A senior team member will personally review your case and work to resolve this as quickly and fairly as possible.
We truly value your feedback and are deeply sorry for the inconvenience caused. Your trust means a great deal to us, and we hope we’ll have the chance to restore your confidence in our service.
With sincere apologies,
Customer Experience Team
Cake Craft Company
Easy to order online
Easy to order online, good quality items at a reasonable price. Packaged well and quick delivery. Will certainly use again. Would highly recommend.
November 3, 2025
Unprompted review
Fast and efficient service plus good…
Fast and efficient service plus good quality goods.
October 24, 2025
Unprompted review
The knife was exactly what I wanted
The knife was exactly what I wanted. It would have been nice to have had a sheath on it.
November 7, 2025
Unprompted review
Was thrilled to see the cinnamon oil
Was thrilled to see the cinnamon oil, and was quick delivery, well packaged and cared for during shipping.
November 10, 2025
Unprompted review
Delivery was made on date stated but…
Delivery was made on date stated but the Evri delivery left it under the table out back where we had had a flood the day before, luckily the boxes I had ordered were cellophane wrapped or they would have picked up the moisture as did the outside box!
November 5, 2025
Unprompted review
Had one of the best and easiest…
Had one of the best and easiest ordering experiences with Cake Craft especially considering I’m an international customer and was a little hesitant due to this fact. I cannot fault the service I received.
Response time and helpfulness ✔️✔️✔️✔️✔️
I was wary of the cost for international shipping and especially didn’t want to place the order and then not be able to cancel if the quote was too high for my budget (I blew that budget anyway) so I submitted a query regarding the process for worldwide shipping quotes and the option to proceed or not. I received a reply within 4.5 hours. Amazing. I was going to be cutting it fine for receiving the goods as it was and without such prompt responses I would have not been able to place the order or potentially ordered and had them arrive well after I needed them and thus wasted * a lot * of money. We had multiple emails back and forth, sometimes with a 10 mins response time and always within 12 hours which surprised me.
Once I confirmed I had ordered, and then informed them I had paid the worldwide shipping via the separate link, I was quickly notified within 6 hours that my parcel would be sent that day. I was still worried about the time it might take to get to me, but opted not to pay even more for expedited shipping as I am on a pension.
Luckily, I received the items well before I needed them and from my initial enquiry to them arriving at my door it was just 16 days!. It took longer to get to me from one side of Australia than it did from the UK to Australia. I’ve made many purchases domestically that didn’t go this smoothly or quick.
I can’t thank the Cake Craft team enough, would recommend them for their service and great range of products.
October 27, 2025
Unprompted review
Quick delivery and well wrapped
Quick delivery and well wrapped
Competitive price
November 3, 2025
Unprompted review
Always 10/10 service
Always 10/10 service. Only had an issue once which was due to couriers (not companies fault) but they kept me informed, I didn’t have chase for updates. Their customer service staff were amazing
September 13, 2025
Unprompted review
Good company and good products
Order came in good time and as specified. Good quality cake boxes and I am very pleased.
October 30, 2025
Unprompted review
Great customer service
Great customer service. I had problems with delivery and no updates from the courier, after contacting customer services, they resolved the problem and got my package sent back out quickly. I’ve ordered a few times from here now and product choice and products are great
November 8, 2025
Unprompted review
Just the job
Items arrived quickly and I was so pleased with the quality.
I liked that I could order single items
October 29, 2025
Unprompted review
Easy to find items and order
Easy to find items and order. Arrives quickly and well packaged.
October 25, 2025
Unprompted review
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