CFW Reviews 

Reply from CFW

Oct 29, 2026

Thank you for taking the time to share your experience, and firstly, please accept our apologies for the significant delay in responding to your review.

As a regular customer of CFW, you should be able to rely on us to deliver your orders accurately and on time. We are genuinely sorry that repeated mistakes, including incorrect replacements and incomplete deliveries, left you without an essential product for over ten days and forced you to source stock elsewhere.

We particularly acknowledge your frustration regarding the lack of accountability and how your concerns were handled. When mistakes occur, we recognise that an apology alone is not enough, particularly when the consequences directly affect your own business and customers.

We recognise that our significant growth has placed pressure on parts of our operation, but this does not excuse the shortcomings you have experienced. To address these challenges, we have doubled our warehouse team this year and introduced a barcode scanning system to improve picking accuracy and reduce the risk of incorrect or incomplete orders. These investments are part of our wider commitment to providing a more reliable and consistent service for our customers.

As part of our commitment to improving customer service, we have recently appointed Callum Bond, who has been with Sephra for over 11 years, as Sales Director. His extensive knowledge of our business and customers will be invaluable as we work towards delivering a more reliable and accountable service.

We understand that your confidence in CFW has been affected, and that rebuilding this trust will depend on our actions rather than our words. We sincerely apologise for letting you down and appreciate you taking the time to bring these issues to our attention.

Kind Regards,
CFW Team

Reply from CFW

Oct 29, 2026

Thank you for sharing your experience, and firstly, please accept our sincere apologies for the significant delay in responding to your review.

We are very sorry to hear about the difficulties surrounding your chocolate delivery and the frustration you experienced when contacting us regarding your order and request for a refund.

Unfortunately, there can sometimes be a delay between delivery instructions being submitted through DPD's system and those instructions reaching the driver's scanner. Where a delivery attempt is unsuccessful, the standard procedure would normally be for another attempt to be made the following working day. If an order is ultimately returned to us as undelivered, our normal procedure would be to issue a refund.

From your comments, it is unclear what happened following the initial delivery attempt or whether these procedures were properly explained to you at the time. We recognise that, regardless of the circumstances, you should have received clear communication and appropriate support in understanding the status of your order.

We acknowledge that aspects of our delivery communication and customer service have not always met the standards we expect, and we are taking steps to improve these processes.

We sincerely apologise for the frustration caused and appreciate you taking the time to share your experience.

Kind regards,
CFW Team

Reply from CFW

Oct 29, 2026

Thank you for taking the time to share your experience, and firstly, please accept our apologies for the significant delay in responding to your review.

We are particularly sorry to hear that, having given CFW another opportunity following your previous experience, you were once again left disappointed by our service and communication.

We understand your frustration at receiving notification of a delay, followed by conflicting information regarding the dispatch status of your order and whether it could still be cancelled.

We would like to clarify one aspect of our delivery process which may help explain the discrepancy you experienced. Our orders are collected by DPD in palletised shipments, meaning individual parcels are not scanned at our premises upon collection. The first tracking scan would normally take place once the parcel reaches DPD's sorting hub. Unfortunately, this can sometimes create a delay between an order leaving our warehouse and tracking information becoming available, particularly if there are delays within the courier network.

However, we appreciate that this does not resolve the frustration you experienced, and we cannot confirm retrospectively exactly what caused the delay with your particular order. Regardless of whether the issue occurred during dispatch or within the courier network, you should have received clear and consistent information when contacting us.

We recognise that our recent period of significant growth has presented challenges across our operations and customer service, and we are working to improve dispatch reliability, communication and how order enquiries are handled.

We understand that your confidence in CFW has been affected, particularly after giving us a second chance. We sincerely apologise for the disappointment and frustration caused and appreciate you bringing these concerns to our attention.

Kind regards,
CFW Team

Reply from CFW

Oct 29, 2026

Thank you for sharing your experience, and firstly, please accept our apologies for the significant delay in responding to your review.

We are sorry to hear that you experienced difficulties creating an account or completing your purchase through our website.

Our website has security measures in place to protect customers and their information, but we appreciate how frustrating it must have been to encounter a warning that prevented you from placing an order.

We recognise the importance of providing a straightforward and reliable online shopping experience, and feedback such as yours helps us identify areas where improvements may be needed.

We are committed to continually reviewing and improving our website and customer experience to ensure that shopping with CFW is as simple and accessible as possible.

Please accept our apologies for the inconvenience caused, and thank you for bringing this to our attention.

Kind regards,
CFW Team

Reply from CFW

Oct 29, 2026

Thank you for taking the time to share your experience, and firstly, please accept our apologies for the significant delay in responding to your review.

We are sorry to hear about the frustration you experienced when trying to add an additional product to your order, particularly as you contacted us almost immediately after placing it.

Unfortunately, once payment has been authorised through our website, we cannot simply increase the value of an existing transaction. However, we fully appreciate that these internal limitations should not create unnecessary inconvenience for our customers, particularly when you were simply trying to avoid an additional Saturday delivery charge.

As our business has grown, we recognise that some of our existing processes have not always provided the flexibility or customer experience we would like. Your feedback highlights an area where we need to improve, and we are looking at how we can better accommodate order amendments while ensuring orders are processed accurately and efficiently.

We recognise that improving our service means not only addressing previous shortcomings but also finding better, more practical solutions for our customers.

Please accept our sincere apologies for the frustration caused, and thank you for bringing this to our attention.

Kind regards,
CFW Team

Reply from CFW

Feb 17, 2026

Hi Mrs Kaur,

We’re sorry to hear you’ve had a frustrating experience and appreciate you taking the time to leave feedback.

From our email correspondence, we understand the issue relates to oil being absorbed into the doughnuts when using the Donoco Premium Donut Mix. This is typically caused by the batter consistency, which can be affected by the mixing method, mixing time, and resting time. Our team provided guidance based on this, but we’re sorry if this did not resolve the issue for you.

We also take your comment about the instructions on the bag and website seriously. If there is any inconsistency, we will review this internally to make sure the information is clear and aligned.

We always aim to help customers get the best results from our products, and we’d still be happy to look into this further with you.

Kind regards,
CFW

Reply from CFW

Dec 18, 2025

Hi Simon,

We’re sorry to hear about your experience and appreciate you taking the time to leave feedback.

The chocolate melter ordered was a special order item, supplied directly from the manufacturer rather than held in stock. This is noted on the product page, as special order equipment is not dispatched on next-day timelines. The dispatch countdown shown on our website is a global feature and applies to items that are in stock.

In this instance, the special order status was not clearly reiterated in the order confirmation email, which led to understandable confusion around dispatch and delivery expectations. We agree this should have been clearer after the order was placed.

Following your contact with us, the order has been cancelled in full and a complete refund has been processed. We have also corrected the product setup so the special order information is now clearly reflected in order confirmations going forward.

We regret the frustration caused and thank you for raising this with us.

Kind regards,
CFW

Reply from CFW

Dec 18, 2025

Hi,

We’re sorry to read that you were disappointed with your experience and thank you for taking the time to leave feedback.

We take customer service seriously and it’s concerning to hear you felt your request wasn’t handled well.

Regarding the white chocolate sauce: like many sauces, some separation can occasionally occur with temperature changes during storage, and in most cases it’s resolved with a thorough shake before use (similar to how you’d shake a bottle of ketchup before pouring). If it’s being stubborn, it may also need gentle warming to help it return to the preferred consistency.

It’s also worth noting that if the separated liquid is poured off before mixing back in, you can be left with a much thicker product that won’t loosen properly again — the separated liquid needs to be reincorporated.

If you can contact us with your order details, we’ll be happy to look into what happened and help further.

Kind regards,
CFW

Reply from CFW

Jun 18, 2025

Thank you for your feedback, and we're genuinely sorry for the inconvenience this caused.

We understand how frustrating it must have been to receive the incorrect product, especially with such a time-sensitive booking. While we strive for accuracy with every order, we acknowledge that this warehouse error had a serious impact on your event, and for that we sincerely apologise.

Unfortunately, your call came through late Friday afternoon, by which time the courier had already completed their collection run. This meant there was no way for us to arrange a Saturday delivery—even though, had the timing allowed, we would have absolutely paid extra and done everything possible to get the correct item to you in time.

We’ve also been trying to reach you to confirm how you’d like us to resolve this. We can offer:
– A replacement, with the incorrect item collected and swapped
– A full refund, once we collect the incorrect item
– Or a partial refund, if you prefer to keep the incorrect product

As soon as we hear from you with your preference, we’ll arrange it right away.

Again, we are truly sorry for the disruption this caused and hope we can make things right. Please don’t hesitate to get in touch so we can resolve this promptly.

Warm regards,
The CFW Team

Reply from CFW

Jun 18, 2025

Thank you so much for your kind words and continued support — it really means a lot to us!

We're delighted to hear that you've consistently found our pricing competitive and our deliveries reliable. It’s also great to know that our customer service team could help you out quickly when needed!

We’re so pleased to be supporting Allez! Bakes and look forward to being part of your journey for a long time to come.

Thanks again,
The CFW Team