Patisserie Valerie Reviews 

The company will not provide a refund unless the issue is raised within 48 hours of delivery. I would strongly recommend only ordering if your delivery is guaranteed within their stated timeframe. However, if there is any postal delay outside of your control, you are not protected, which leaves customers at a disadvantage.

Based on my experience, I would recommend using another company.

This was the worst customer service I have ever had. The cake came smashed. As it was a saturday the phones at store (even though open) and call centres are closed. This left a chat bot and email. I used both. I understand accidents happen but there was no effort what so ever from anyone to try and help resolve it. I was offered another cake 4 days after the birthday i had ordered it for, or to try and do a click and collect and spend more money. There was no possibility of a next day order as this closes at 2 on a saturday, but as the cake was not delivered until 3, not sure how i was meant to do this: Not one person made any effort to see if they could help me, even though I offered to do a 2 hour round trip to a store to get another cake. This was the worst customer service I have ever had. If your car is for any special event do not ever order from patisserie valerie.

Ordered cake for daughter's birthday.
Arrived to day as arranged.Bottom of box soaking wet and falling apart,burst bags of dry ice in the box,everything wet.NO candles enclosed and Happy Birthday message also ruined and illegible due to soaking wet.
Was offered £10 voucher or refund of cost of candles!Insult.This is someone's special day,and an expensive one.This is the sort of one special day that should be made sure by the company it is faultless.
I'm so disappointed for my daughter's day.
Will never use again and DO NOT recommend,looking at reviews this is not a one off and the insult of £10 voucher or cost of candles needs reviewing quickly if they are going to keep disappointing people on days that can never be replicated!
The 2stars are for delivery on time nothing more.

Excellent customer service, fast and efficient, arrived absolutely on time and the cake was decorated beautifully and everyone loved it. Tasted delicious.

Patisserie Valerie, I can’t thank you enough. From the very start of my initial enquiry you responded quickly and efficiently and were beyond helpful. Then came the ordering of the cake, easily done without any hassle or headaches. I ordered the Lambeth Cake for my wedding - it arrived exactly when you said it would and all I had to do was defrost it 4 hours before serving. Then the tasting…..it was absolutely DELICIOUS. My guests also commented on how lovely it was from decoration to taste.
Thank you for adding more special memories to my day.
I’ll definitely order again - absolutely stunning and I’m beyond grateful and pleased.

Absolutely disgusting service. They completely ruined a very special day and the response was a 10% discount!!!
DO NOTTT BUY!

Had a birthday cake delivered for my daughter's 10th birthday which arrived with half the top missing and not at all presentable. After complaining and asking for a refund VP only gave me a joke £10 voucher, which 1 won't cover the cost of a new cake and 2 won't make me want to go back to them again as it's an insult.

Inedible cake and despite contacting the company over a month ago and then being requested to fill out their contact form over 2 weeks ago, I’ve still not received a response. I completely understand things go wrong but obviously handling customer complaints rates as poorly as the cake I received. This is a first for me, I’ve never given a poor review but anyone looking for a tasty edible cake buy with caution and maybe get yourself a back up cake.

The cakes I have had have all been lovely and extremely tasty I’ve had three or four now and everyone delicious 😋 have no hesitation in recommending this company .
Hope it continues to be success thank you once again for making my birthday so special 🎂💕

So disappointed first ever time ordering a cake and for my daughters 18th this coming Saturday.
Cake arrived with the film off the top of the box lots of the decorations have come off and the topper with the happy birthday message is smashed to pieces so I can't even use!
Customer service prompt in replying to emails however only gave a £15 refund for a £55 cake which i am embarrassed to serve.
Never again would I use this company & wish I had read the reviews before purchasing!!!

I ordered my wedding cake for delivery on 12/10/2025, the day before my wedding to my wedding venue. The cake was damaged in transit and was not delivered at all. We were not notified it wouldn’t be coming until after 5pm that day. Customer service were not helpful, and I left a review on their Lambeth cake to warn people that it is risky to trust this company to deliver and perhaps it might be best to opt for a reputable baker or somewhere they can pick up the cake themselves. They have since deleted my review from this product, which is dishonest of them. People should be aware that you run the risk of no wedding cake when you pay for both the cake and delivery and expect the service. I very much wish I had ordered from elsewhere and I’d implore others to not use this company to avoid disappointment.

24 cupcakes ordered for a small family wedding, all arrived with varying degrees of damaged, not 1 perfect cupcake. £60 before delivery.
Photos taken and sent and after many backwards and forwards emails, all they would offer was £20 refund because in their opinion some were fine!!
Disgusting customer service, no empathy and or sense of responsibility!

Avoid this company at all costs. I was overcharged in-store three months ago and I’m still waiting for my refund. The complaints team has repeatedly ignored my emails, and I’ve had zero progress despite following up multiple times.

18th birthday cake ordered - 60 quid.
Didn’t turn up - no cake for daughters 18th - cheers.

Cake was delicious, great presentation, packaging, delivery and ordering.
Service has been wonderful. Fast, easy and satisfying.
Cake was next day delivery without any hassles.
Delicious, soft sponge and everyone complimented.

Cupcakes were ordered for my sisters birthday and they arrived damaged. The icing was all off and none of the cupcakes were in an upright position. Whilst the delivery driver probably also didn’t handle the box with care, I think the packing was also poor. I had ordered another box from a different company and they came individually wrapped and protected the cupcakes. I reached out to the team and they told me I should’ve complained within 48 hours rather than 72 as per their policy… penalised for trying to enjoy the birthday than log the complaint. Cupcakes were also very dry!

I recently purchased an afternoon tea for my wife’s birthday, it was brilliant! Cakes were packed brilliantly. Will definitely be coming to you in the future

I have ordered a rainbow cake for my daughter birthday. I have received the cake all damaged, whole one side cracked and top rainbow cream drops completely damaged. I am not happy at all… and i now have no time to order new cake from elsewhere… i will never order from this company again.

Absolutely terrible customer service re a disgraceful £50 cake ordered for Easter which arrived damaged and tasted off when defrosted. So disappointing as used to love these shops. Have made contact 3 times now to complain and get a refund and heard nothing. KEEP AWAY go elsewhere where the quality is there with the price tag.

I bought 4 cakes for my daughter’s wedding. The cakes were absolutely amazing and tasted really good. The only downside was the DPD delivery. A couple of the boxes were damaged and the dry ice was melting out the bottom. The driver had 144 deliveries that day and I got mine at 5pm which was not even the delivery slot. Such a shame because cakes were amazing