Patisserie Valerie Reviews 

I ordered the Blush Pink Celebration Drip Cake for my Mum's 70th birthday and it was amazing! The cake was delivered perfectly (I was very sceptical about how it would look after being in transit) and looked and tasted amazing. Would definiely recommend and will be ordering again! Thank you Patisserie Valerie for helping to make my Mum's birthday celebrations so special.

Bought the so-called Madame Valerie's Afternoon Tea for 2, which came to a bit over £42 including the £7.95 delivery. My goodness, the quality was at the level I could have easily had from Tesco. Needless to say, I'll never buy the same item again, and I would also avoid Patisserie Valerie in general. I thought this was a reputable place with high-quality products, but it's not.

I would give 0 stars if I could, Our Best Friends 60th Birthday Celebration Cake never arrived at Hoar Cross Hall Spa where we had a special few days to celebrate, DPD delivered to an unknown address and left the cake in very hot weather on a doorstep somewhere, we never found out where. Valerie Patisserie gave no apology or compensation, Do not use this company if you are relying on a delivery !!!

A wholly disappointing and unacceptable service. We took the option for the birthday cake to arrive before noon, as per the choices on their website, as the birthday celebration was scheduled for 3pm. And whilst it came as additional (hefty) fees, we felt (and mentioned to them) timing was of essence. In the end, birthday cake arrived at 5pm!!... dumped in front of the door by a very impatient and nonchalant DPD delivery guy (timing was not his fault, as the only instruction he had from Patisserie Valerie on the package was for the box to be delivered on the day... nothing regarding "before noon delivery"). The cake effectively arrived 5h too late! Also, half of it was inedible as seems the dry ice bags were emptied out and seem the condensation soaked the carboard and bottom of cake, leaving an awful back taste. As the delivery slot approached, passed and was well expired, I have sent numerous emails to Patisserie Valerie for an update on the delivery situation (5 in total). Not one of them was replied to. This service was a total disaster, to what should have been a good memory of a 50th birthday celebration. Patisserie Valerie is not fit to be in the delivery business of birthday cakes if they cannot meet timing agreement and cannot deliver a fresh unthawed cake that doesn't taste of chemical coolant. And looking at the bad review pattern, seems something has changed badly in the company and on the way down. A complaint shall be officially lodged and refund expected. And don't bother copy and pasting your PR reply, as if you ever cared. Should have cared when it mattered on the day!

The cake arrived damaged and I was not able to gift the cake for a 30th birthday and had to purchase an alternative cake. So it was highly disappointing.

Despite the fact they will be able to recoup all the money from the delivery company, they only offered a partial refund of roughly 30%. Initially, only as a gift voucher, but after back and forth, they might give the 30% as money.

The customer service was not great- it took them weeks to reply to emails.

Another bad review!
Wish I had read all these reviews before ordering - I didn’t realise this well known patisserie had such a bad reputation. Don’t be fooled by the designer website and professional photographs.
Ordered what looked to be a beautiful celebration cake for Mum’s 80th Birthday. Description said it would be frozen and packaged with dry ice for safe transportation.
It arrived with no dry ice (assuming it evaporated) and had defrosted, resulting in a cake covered in water droplets, soggy crumbling macarons and decorations and damaged sides to the whole cake. Couldn’t be used, so we had to quickly buy another cake and decorate ourselves (from M&S and it was delicious!)
I immediately contacted PV to report the damage and to say it was not fit for purpose or useable for our celebration and they could collect it and issue a refund please (email, online form and phone messages).
Many emails back and forth over several weeks, they kept quoting their refund policy which apparently only refunds a % in line to the damage. Initially they offered £20 voucher, then 50:50 voucher/refund to my card, then voucher for full amount. They then stopped replying and blanked me.
I phoned today to make formal complaint, asked to be escalated to higher management, quoted Trading Standards, Consumer Act and Statutory Rights (which importantly over ride their own policy when a product is not suitable quality, not as described and not fit for purpose).
I got a call an hour later and full refund and apology.
Don’t give up or settle for vouchers or part refund. If your cake is damaged you’re entitled by law to a full refund.
Google Consumer Rights Act 2015 and Statutory Rights.

My sister ordered a vegan cake for my daughters 30 th birthday as we had previously had a cake from here that was lovely. The cake arrived at 7.30 pm the night before her birthday and was just left on the doorstep by DHP even though I was at home at the time.
On opening the outer box I noticed that all the dry ice packs were completely deflated. I then opened the interior box which should have contained gel ice packs but found none. The cake was completely defrosted and totally smashed onto the side of the box. The top was also badly damaged so the whole cake was unusable. This left me scrambling about trying to get another vegan cake for the next day when I already had enough to do. Had to settle for a normal supermarket cake just for the sake of having something to put candles in to sing happy birthday and take a few photos. This would have been bad enough on a normal birthday but on a big birthday like a 30th it really wasted part of the day and caused a great deal of stress.
When my sister complained to Patisserie Valerie they tried to put all the blame on DHP but they were the ones who didn't put the ice packs in or pack the cake properly. They offered a new cake or a voucher which was no good as we didn't need a new cake after the party and won't be shopping with them again either. When pressed they then offered a refund for the cake but made no reperation for the stressed caused and did not even seem to acknowledge the effect this had on our daughters special day. Pretty lousy customer service all around.
I also notice that although a review was left on Patisserie Valeries website along with photos it has not been put on by them although more recent ones have.

This should be a surprise from my husband who ordered it that I won’t stay and prepare a cake for my birthday… I was really disappointed with this cake. The picture on the website looks nothing like what I received. The strawberries were not fresh or vibrant as advertised, and the overall presentation was messy and poorly finished. The cake also wasn't packaged securely for delivery, which didn't help its appearance.
It arrived around 3 pm instead of earlier in the day, so it certainly wasn't in the best possible condition. This cake was for a special occasion, and unfortunately it was disappointing for both us and our guests.
I put my trust in Patisserie Valerie to deliver a beautiful, high-quality cake, but it didn't meet my expectations. The taste was average and nothing memorable. Overall, I wouldn't recommend it based on my experience.

Where do I start ? Nearly £40 for a cake that was worse than something you could buy in a pound shop. What on earth has gone wrong with this brand? Echoing what other people have said - it was incorrectly packed so rather than being cold, the box was wet. As it defrosted it had a "sweat" on the top which remained damp. When it finally came out of the packaging it had stuck to the sides so the look was spoilt. Then ... the taste. The sponge was ok but the buttercream icing was like someone had spread it with lard. Tasteless and greasy and left a film on the inside of your mouth. It was vile, it went straight in the bin. The cheapest supermarket cakes are better than this - they should be ashamed. PLEASE don't give your money to these scammers

UPDATE on 20/08/2026 - management never got back to me. Very poor customer service experience. I cannot recommend this company.

Ordered a cake box of 10 slices (7 vegan (non-dairy) and 3 dairy) for my son's birthday. Deliberately ordered the cake slices because we've had whole cakes before which we felt were much denser/stodgier than the cake slices which are lighter.

They got delivered the day before as I had asked because they are supposed to come frozen and then put in the fridge to defrost overnight.

However, when I opened the box, the cake slice box inside was wet, the dry ice packs were empty and the frozen packs were no longer frozen; very concerning.
I looked at the cake slices and all appeared defrosted so I took one of the dairy slices out and tried it. It was fully defrosted and bordering on lukewarm temperature! Considering this slice had fresh cream on it, this is unacceptable as could be a potential health hazard. My husband and I ate the other 2 dairy slices that same evening to mitigate any risks from dairy slices being fully deefrosted. But now, we only had 7 vegan (non-dairy) slices left for my son's birthday which was not the original plan. Those were put in the fridge to cool down and were used the next day for my son's birthday. Fortunately, nobody got ill but being vegan (non-dairy) slices, going from frozen to fully defrosted (lukewarm temperature) then cooled down in fridge probably wasn't so much of a potential health problem.

I emailed PV the next day and explained that I was very unhappy with the packaging and that all cake slices were defrosted on arrival and not what had been expected. I got an apology back, telling me that cakes can arrive defrosted! This is not mentioned anywhere on the PV website! They are supposed to come frozen. So, I wrote another email, telling them that their own website states that cakes will arrive frozen. So, I got another apology, telling me that cakes can defrost in transmit in hot weather and if I could provide photos. Again, this is an unacceptable reply and really just written to fob me off. Unfortunately, I didn't even think of taking photos of the wet box and defrosted cake slices, which in hindsight, I wish I had done.

I emailed back and asked for a manager to look at my complaint. I then got yet another apology but not from a manager. So, once again, I replied and asked that my complaint to be progressed to a manager. I'm still waiting for a reply.

I felt that I got pushed from pillar to post by PV customer service and all I got was an apology, which really is not any compensation at all, given that PV should ensure that extra dry ice packs and frozen packs are placed in the box, in hotter weather. It's common sense really.

Very disappointed with the whole system and the lack of good customer service. It certainly would make me think twice about ordering from PV in the future, even though my son, who's vegan, adores the Biscoff cake slices.

Not a pleasant experience.

Great cakes extremely poor customer service. I received an offer on 27th June 26 for 10% off and free weekday delivery if you spend over £65. I proceeded to order 2 cakes totalling more than the £65 get to checkout enter the code but no free delivery. Have been trying to get someone from the company to call me since then!! I have tried chat, phone and email with the screenshots of the offer. Not one person has bothered to get in touch which is really poor. It is not about the money but principle why bother sending an offer if you do not honour it. Looks like I will have to find another cake supplier.

Terrible company now. Just do not bother with ordering their online cakes, the have stopped sending with food specialist or temperature controlled vans, they just come with a cheaper courier. I ordered a cake and it arrived melted slop box crushed very upsetting for daughter's birthday. They did refund after I declined voucher good will and made more fuss. It looked awful but tasted nice and out son loved it so gave them another chance for his birthday 2 weeks later. This time we picked tue-fri delivery as his birthday was on the saturday and they decided to send it early and it arrived sunday while we were out! When we came back it had defrosted. It was not crushed like the other one so got it straight in fridge but have had to start eating it before his actual birthday as cannot refreeze, no room in freezer anyway which is why we picked tue-fri delivery option. They just cannot get it right so this was their last chance. They wouldn't do anything about it when I complained this time. Just advised me to put back in the freezer a food item that had thoroughly defrosted outdoors in the heat. They probably think I am a serial complainer trying it on because it happened twice but that is not the case. These were both genuinely appalling service where I gave another chance and they messed up badly and are not taking food safety and customer care seriously. Cheaping out by sending with normal courier with some ice packs that totally melt and leak into the box and leak water on the cake.

I was due to receive a cake which should be been sealed in an ice/cool box, this was a Birthday cake for the next day. The item arrived in a sodden box, not adequately cooled, it was warm and had slid around in the box so was severely damaged both on the sides and top. PV ask for evidence which I have sent and now want further photos. The cake had to be destroyed as it wasn't edible or looked like a decent cake to offer for a birthday celebration,

Their response has been an example of very poor customer service as well as an unacceptable supply of goods.

I expect a full refund.

Placed an order for a birthday cake last week for it to be delivered today 26 June 2026. In other words, ordered with plenty of time. Took delivery of cake just now from DPD local The cake box was mushy, wet and damp. Cake inside has shifted with all the chocolate decorations had melted into chocolate sauce and smeared all over inside of box. Round cake is now kinda hexagonal cake, severely disfigured cake beyond recognition other than it is or was a cake. All inside dried ice all evaporated. I wish I could attach photos on Trustpilot. To me, this means the cake was either prepared prematurely, the cake was not delivered in a refrigerated environment during transit or the staff who packed the cake did not do a proper packing job. Called Pattiserie Valerie, and spoke to a customer advisor called "Valerie". Co-incidence I am sure, but she helped sort out an immediate replacement order to arrive tomorrow, i.e. next day 27 June, hopefully in time for birthday event on 28 June. Will see. I know I may be a bit harsh to have awarded 1 star and I should have gven credit to Valerie (the customer service staff, not the shop !), I want Pattiserie Valerie to take note of this poor delivery so that they take measures to avoid a repeat. I don't want other customers to have a similar experience ! To Pattiserie Valerie the shop - you have let me down ! Your customer service staff named Valerie was great. You need to learn from your staff the importance of customer service !

Pattiserie has recently changed their packaging. They replaced the polystyrofoam that layered all sides inside the box that housed the cake. Now they used brown paper with a think bubble wrap sandwiched in between sheets of brown paper. No wonder the dried ice melted the brown paper and bubble wrap are no effective in keeping the cool temperature. I order 3 cakes from Pattiserie every year for over 15 years now. All the while the dried ice arrived with a lot more to run with the polystyroforam. Plus offers protection from dents during transit. This is how unnecessary cost cutting by short-sighted, profit minded management in Pattiserie are causing bad customer experience. My 3 kids are not yet paying customers of Pattiserie. But if they had seen the state of the cake that was delivered, they will never ever be customers of Pattiserie. This will be how Pattiserie will be losing customer base and its future customers. Go figure !!!

Very disappointing experience.
The cake I received looked noticeably different from the images advertised online. While some variation is expected with handmade products, this went beyond a minor difference and did not match the description or visual expectation set by the website.
As a result, I was unable to use the cake for event I had purchased it for.
When I raised this with the company, my concerns were not properly addressed, and I did not receive a meaningful resolution. I have not been offered any kind of compensation. The cake cost £97.00.
Based on my experience, I would not order again. Customer service was extremely poor, there was no urgency to fix this issue and they didn't offer anything to make it right. I received only one reply after sending three emails. I sent two further emails in reply to their response, but never received any other communication. In the end I wrote a review, which NEVER appeared on their website. I would not order from them again as in my experience the cake receive looked nothing like what was advertised on their the website. JC

they send me a promo code for free delivery but it was not working for weekends. and terms and conditions of using promo code is not stated in anywhere. I spend my time to register to website!!
Then I send email, and customer service did not take me into account and stopped messaging after I was waiting reply.
Poor service!!!

The cake arrived when expected, a great start. Vegan chocolate fudge cake.

But it is not even as nice as a decent vegan cake from a supermarket. More than £50 for what tastes like £10 worth of cake. Nice cake, but not close to worth it.

It also does not look like the advertised photo. They advertised it with a nice fudgey-ness in the centre, but it is actually just standard chocolate cream stuff with a tiny, tiny amount of caramel looking syrup.

Overall, 3 stars feels a bit generous. If it was £15, I'd have been fine with it.

Worst experience ever. Ordered two cakes. Both delivered with no regard for contents. Thrown on the doorstep and not even knocked on door or rang doorbell. DO NOT BUY FROM PATISSERIE VALERIE UNTIL THEY CHANGE THEIR COURIER.

I ordered my daughter’s birthday cake and was really disappointed with how it arrived.

The cake had small macarons on top, but they were all smashed. There were also big cracks in the icing around the side, and the cake had slipped off-centre on the board, which damaged the base as well. As it was for a birthday, this was really frustrating. We had to go out the next morning to buy new macarons and icing to try to patch it up and make it look less damaged.

The cake tasted okay, but it was a bit soggy in the middle, so I wouldn’t say it was worth the money even aside from the damage.

Customer service was disappointing too. I got a standard apology and was offered a £20 voucher, which didn’t feel enough when the cake cost £60 and arrived in that condition.

I wouldn’t order again. I’ll stick with M&S or Waitrose in future, as I’ve found them much more reliable.

Biscoff cake cream was nice however the sponge seems like it was bake a week ago. It was really hard like old bread. Paid £35 so it’s not that cheap. I don’t recommend and I’ll never order from Patesserie Valerie again. Quite Disappointing.