Patisserie Valerie Reviews 

I ordered a cake for a birthday to be delivered on a specific day. It did not arrive and 2 days later I received an email that stated there was a delay and it would no longer be delivered since it was a perishable item.

I contacted customer service and they refused to give me a refund. They would only offer to send another cake or give me a voucher so I could order again in the future. Why would I want them to send another cake when the birthday has already passed? And why would I order from them ever again when they failed to deliver the cake this time?

Terrible experience. Avoid at all costs.

Order due 10/2 for a special bday.
DPD failed to deliver despite tracking and contacting them.
Rang PV the following day as they had not contacted me only to be told the DPD driver Laurence had run out of time and ‘destroyed’ the cake (£40 worth ) as it was perishable ! …funny word for stealing it!….
Eventually I had to fight to get a refund …they were only giving a ‘voucher’
Firstly they should have contacted me to apologise with the offer of another cake and refund…..very very poor service, and if they think DPD’s service is ok..then the delivery driver should have been sacked !
I will never use PV again…the person whose cake is was for was to say the least fuming….again, more customers lost

Further to my recent previous review.
I chased up the no response from Patisserie Valerie.
I had asked for my email to be forwarded to a manager.
I had the same lady reply stating in their terms and conditions no refunds or other gestures will be offered for a customer complaining of taste complaints!
I had advised them and sent photos of my poor experience of their cakes. I found them dry, un fresh & artificial tasting.
Beware!
I consider my experience very poor all round.
I would firmly advise taking your business elsewhere.
They purport to strive for high customer satisfaction! ….

Cake came in time and was well packaged. Good communication from VP and the courier. It was beautiful and really light and moist. Really happy with our purchase!

Ordered a birthday cake. Good service, packaged and presented well but the taste of cake was a let down. The sponge was very dry and almost burnt at the edges.

I contacted the Customer Service team several times via email about the problems with the delivery of the birthday cake I had ordered, and the fact that by the time it was delivered there was no dry ice left, and the icing on the cake had started to thaw. For safety reasons, the instructions inside the cake-box say do not re-freeze once thawed. I therefore asked Customer Services to confirm that I could still use this cake at the birthday function several days away [i.e. could feed it to a bunch of pensioners without risk of them getting seriously ill from food poisoning], despite the fact that the icing had started to thaw, due to the fact that I would have to continue to freeze it [including the already soft icing]. I got no reply at all, despite two reminders. They offered and gave me a £15 refund due to damage to the cake in transit to me, after I refused the £15 credit against a future order.....but have never addressed the partial defrosting of it in the lengthy transit process and whether I could still re-freeze it for the function in which it was intended. I am therefore left being unable to use a cake I spent £40 on, as they refused my request to replace it or give me a full refund. So I am now £25 down on a birthday cake, and I shall still have to buy a different one from a different supplier for the party! So, my moto is, if you think buying a celebration cake from Patisserie Valerie is going to ease your stresses in organising a party, think again and go elsewhere!

Cakes are lovely I tasted quiet few. Really faboulous. I used to visit while we had a shop near me.Recently I ordered cake for delivery and from patisserie whole process was easy and followed in time. Unfortunatelly DPD once again failed and they had to discard the cake. Patisserie Valerie customer service is beyond excellent and they been very helpful to make it right even if it was not their fault.

This was my daughter’s fifth birthday, and we paid extra for premium next‑day delivery from Patisserie Valerie. You failed to deliver the cake on her birthday, and when we contacted you, your only response was that you could “send it the next day.” We had no choice but to accept.
Then the next morning, we received a message saying the cake was perishable and wouldn’t be delivered at all.
This wasn’t a small inconvenience — this was a complete failure on the one day it mattered. My daughter was devastated. As parents, we were left scrambling on her birthday because your company couldn’t handle the most basic responsibility: delivering a cake on time.
Your response? “We’ll refund your money.” That is not an apology. That is not accountability. That is the bare minimum you are legally required to do. The fact that you think a refund solves this shows exactly how little you value your customers.
Your business exists to deliver cakes for special occasions. You failed at your core purpose. There was no urgency, no ownership, no explanation — nothing. Just a dismissive refund and an attitude that suggests this is normal for you.
If this is the standard you operate at, it’s no surprise your cafés have been closing. A company that can’t manage a simple delivery, can’t communicate properly, and can’t take responsibility for ruining a child’s birthday has no business calling itself a premium service.
This was unacceptable, unprofessional, and frankly embarrassing for a brand that claims to have any reputation at all.

Ordered a birthday cake for my son - we are a middle class family and know good cake as one should. In fact the Tesco red velvet cake was better than this nonsense cake - dry and it tasted terrible the are shocking not worth it at all I could have made a better cake don’t do it ! Dont risk spoiling an event

We order the same strawberry gateaux from PV every January, and they’ve always been wonderful. This year, the cake that arrived was so poorly finished - it was so disappointing. The presentation of the cake wasn’t as lovely as normal, and wasn’t as professional as their website shows. The strawberry coulis on top was lacking - in coulis and strawberries (the three-four we had were very sad looking).

I sent an email to PV, with photos, and has a response that the cake has undergone quality checks before being shipped out …and was given a £10 credit note.

So more than one person signed off on it… which isn’t reassuring.

Whilst a credit note is a nice gesture - the 6” cake was £43. An extortionate amount for a cake to arrive poorly finished. A refund of the £10 would’ve been far more suitable.

A really disappointing one this year!

If I could give less than 1 star I would, my daughter's first birthday absolutely ruined thanks to the terrible communications at patisserie Valarie, I ordered a cake last week to be delivered the day before my daughter's birthday, not only did it not come yesterday, when I called patisserie Valerie on the birthday day to chase up they told me it wouldn't be coming at all. No notification, email or call to let me know if this, just left me thinking how unprofessional the service is but also how little they care about the customers who chose patisserie Valerie for any special occasions.

I was told on the phone, we'll give you a voucher with your money back, is getting my money back supposed to be sufficient compensation for ruining my daughter's birthday? Now I need to drive around on her birthday looking for alternative options but hey.. at least I'll eventually have my money back. Incredibly disappointed in the service and will most certainly not be ordering from patisserie Valerie again.

My advice, if it's a special occasion go with someone with better communication skills and follow up multiple times and don't assume they wouldn't leave you in this terrible situation.

Have bought many cakes here in the past. All were excellent. This week I bought a carrot cake for my son and it was hard and not moist and the icing tasted artificial. A huge disappointment especially when I compared it to another carrot cake I bought from Hummingbird which was fresh and delicious and amazing. I shan’t use PV again unless they up their game.

I ordered a cake for a child’s birthday party and the service was an absolute disaster from start to finish.
On the day of delivery, there was no tracking information and no proactive communication. I only found out the cake would be late after I contacted the company myself. No one informed me it wouldn’t arrive in time for the party. The cake was supposed to arrive Saturday and the party was Sunday.

The party finished at 11:30am. The cake was delivered at 12:00pm – after the event and was left outside in the rain. To make matters worse, it contained dry ice and was completely frozen. So I couldn't have even used it that day.

Because the cake didn’t arrive, I had to rush out and buy two replacement cakes on the morning of the party so that 24 children and the two birthday boys weren’t left without cake. This was an additional, completely avoidable expense.

Customer service has been extremely poor. After my first email asking where the cake was, I got a reply saying it was late no no follow up despite 3 follow up emails and a phone call. I was offered a voucher, or I could place a new order for the party they missed....I am still chasing a refund.

This was meant to be for a child’s special day and instead caused stress, inconvenience, and extra cost. I would strongly advise against using this service for any important occasion.

They may bake cakes however disappointing that they do not deliver them on time, don’t tell you that the order will be late, then turn up a day late - not great for a birthday party.

At the last minute I bought a couple replacements from Waitrose for about 25% of cost #valueformoney

Initial response from them - Patisserie Valerie have offered me cake delivery for a future date - shall I pick same birthday but for 2027? They also offered a voucher! What about a full refund and compensation for the hassle and stress created?

Second response from them - they have said that I can keep the £123 worth of cakes that I have not received. What am I supposed to do with cakes when the party has already taken place? They have offered me a voucher for the money. I want a refund and compensation as they ruined my wife's birthday party when we had 40 guests.

The most dreadful experience and customer service. I paid for the red velvet birthday cake for my daughter and £14 for special delivery for 10th January. The cake did not arrive yesterday. I sent numerous messages to customers service, they were all ignored. We still have not received the cake. The cake did not arrive on the birthday and still has not arrived.

I want my money back and intend to report this company to the retail Ombudsman.

Don’t use them. I wish I read the earlier reviews. We should all report them to Food safety and the retail Ombudsman.

Paid for a quick delivery. Hasn't been delivered yet. Disappointed as it was for my Wife's birthday. Cake was not upto standards for the price paid and delivery paid

First of all EVEN THOUGH I ordered my birthday cake 10 days before, it never came!!! I had some friends over for my birthday BUT no cake.. I was soooo disappointed and embarrassed... Then they put out to send another. I received it and opened it and was SHOCKED with the size of the cake. Plus I paid 47 pounds for it. Total rip off and they are unreliable...

Do not bother ordering from Patisserie Valerie, we ordered a cake for my elderly mother and the cake was defrosting all day, after waiting for most of the day for the cake to defrost it was still rock solid and crumbly and still hadn’t defrosted. Sadly my mother was unable to enjoy her cake on her special day which is such a shame.

I had ordered a Victoria sponge cake and it was just dreadful. Full of icing and no much cake on it. Not according to how it is shown on the picture. It was for a birthday and no one ate it much. I was so disappointed with it and the company. When I send it with photos and shown how bad it was, nothing much taken to count other than they will look into it. And not even offering anything, when I have brought so many cakes from them. Their customer service and standards are just such a disappointment, but the prices are very high. I won’t ever buy again from them. They say it can defer how the cake comes to us and it might not be as the photo. Guys, it’s better to give someone who with put the love in making something special for a special day. Don’t waste time for such companies who have forgotten where they make the money from.

I ordered a cake for my son's birthday and paid an extra £15 for next-day delivery. The time slot was 1 PM - 2 PM, but the cake arrived at almost 6 PM, which ruined the party. The cake was defrosted, so we didn't eat it. Never again.