Heriots Reviews 28

Terrible on communication. Never received a confirmation of order. Enquired several times by email and never got a reply. Cake might be good but the stress of not knowing if I was going to get a cake delivered or not is not worth it. I would not recommend.

In February 2026, I placed an order for my son’s milestone birthday, but unfortunately received the wrong cake — and it was completely unsuitable for the occasion.

I contacted customer service and spoke with the manager, Deena, who acknowledged the mistake and promised a replacement cake in time for Easter. I was told this would be confirmed via email. However, I have received no email, text, or follow-up communication whatsoever.

Since then, I have made several attempts to chase this up, only to be repeatedly told that someone would call me back — which has not happened.

This is extremely disappointing, especially as I have been a loyal customer and have placed many orders with them in the past. To not resolve a clear mistake or honour a simple promise is unacceptable.

Sadly, based on this experience, I will not be ordering from them again.

I placed an order for a £45 cake on 06/02/25 which was to be collected at the Harrow branch on 07/02/25. I waited all day on 07/02 for a conformation to say that it was ready but it never came. I tried to call Heriots several times on 01753 983125 but again no answer.

My partner then drove to Harrow at 5pm with our two young children to be told that they had no idea about the order and did not have it.

The staff gave us the smaller display one which we were told was freshly made. However on cutting & eating the cake early the next day, we found it to be extremely dry and disappointing .

I’m not sure how long the cakes on display but the one we received must have been at least a few days old.

Email sent 7 days ago but again no response.

Poor cakes, poor customer service, poor experience.

They called me two days before the party to tell me the cake was out of stock. I ordered the cake well in advance and this experience is just not acceptable. Honestly, I’ve been ordering cakes from them for the past five years and they’ve just gone down hill. I won’t be ordering again.

Not even one star if that were possible.

Heriots Patisserie has been one of the most frustrating customer experiences encountered.

A cake was ordered for a partner’s birthday in January 2025. The wrong-sized cake was delivered, and it was not sufficient for the number of guests. A complaint was raised, and a voucher was issued with an expiry of January 2026.

That voucher then became a source of repeated stress rather than compensation.

The voucher was first used for a mother’s birthday. The order was placed well in advance to avoid any issues. Despite this, a cancellation email was received the day before the birthday, forcing a last-minute scramble to find an alternative cake.

The voucher was then used again for a wife’s birthday in January 2026, once more with sufficient notice given between the order being placed and the required date. Yet again, a cancellation email arrived the day before the event, resulting in another rushed and stressful search for a last-minute replacement.

As a result, three important family occasions were disrupted. No cake was ever successfully delivered, and the voucher ultimately expired unused. The original mistake was never properly rectified, and the so-called compensation proved completely meaningless.

There appears to be no accountability or learning from previous errors, only repeated failures passed directly on to customers. Issuing vouchers that never result in a cake being delivered, rather than properly resolving the issue, is meaningless when orders are routinely cancelled at the last minute.

This business has shown a consistent pattern of unreliability, poor communication, and a complete disregard for the importance of time-sensitive orders. Birthday cakes are not casual purchases. Cancelling the day before, repeatedly, is unacceptable.

Not even one star if that were possible. If orders cannot be fulfilled reliably, they should not be taken in the first place. A premium price is charged, but the service delivered is anything but professional.

Strongly advised to avoid, especially for any occasion that actually matters.

Very low-quality products use to made cakes. Totally disappointing for high price.

If I could give 0 I would.

Ordered a cake 10 days ago, money taken and order confirmed. On day of delivery (Xmas Eve), get an email at 10am saying the cake is not available offering either another cake or a refund.

Thats poor customer service and puts people in a difficult position. No communication earlier so no cake available especially as stores are out of stock and its Xmas tomorrow.

A refund or replacement isnt going to help.

Looking at reviews this seems to now be common and I should have not given them the benefit of the doubt.

Clearly no respect for its customers and treat them as if the business is doing a favour. Meanwhile they take our money for over 2 weeks so we are providing free loans.

Unfortunately customer service is very poor - despite placing the online order 48 hours prior, at the end of the designated delivery day, a cancellation notice came through that they did not have the capacity to deliver to my area. Deeply disappointing as my child's birthday is the following morning.

I will not be using this cake company again.

I wish I had read these reviews. I have previously bought Heriots cakes and they have been good. I ordered for a weekend delivery (quite expensively) well ahead of the date . On the confirmation email, it had no delivery date on it so it was impossible to check if they had the right information as the date approached.

The cake did finally turn up very close to 5pm (a 9am - 5pm window is really very unhelpful without some on the day narrowing of the window). Fine - some communication over the course of the day would have been helpful but fine. However, the cake arrived badly damaged and could not be used for my daughter's 18th birthday the following day ... and at 5pm on a Sunday, it is pretty difficult to find a decent replacement cake.

I wrote several emails to Customer Service - no contact all day Monday. In the end I had to ring them and they promised to write back to me within 5 minutes with a refund. Nothing. I called them 15 minutes later and they said 'we are writing the email now'. 15 minutes later, nothing.

Their cakes are nice when they arrive in one piece but the stress is just not worth it. Cakes, by definition are always for a special occasion. Don't risk yours being ruined by using Heriots.

Ordered a red velvet cake for my wife’s birthday and the cake was old and rock hard. Paid £55.40 for it. They think they can get rid of the old cake for the business, but they don’t look further ahead for loosing their income. The sad thing is, it happened to us twice. No wonder they continuing shutting down branches. There products are terrible

DO NOT ORDER FROM HERIOTS. I placed an order for my baby shower cake a month in advance to ensure everything was perfect.
​On the day of the delivery, I abruptly received an email stating that the order had been cancelled, with absolutely no explanation as to why. I tried every available channel to contact Heriots, but I could not reach anyone.
​I finally managed to get through to someone at the Harrow branch, who explained that my address (in Buckinghamshire) was too far for delivery. If this was the case, why was I allowed to book and pay for delivery to this address a month ago?
​As a desperate, last-minute fix—and since I couldn't find anyone else to bake a cake—I had to agree to collect it from an address in Pinner/Harrow. This resulted in me having to travel 50 minutes during a busy day. The inconvenience this caused was massive and completely unacceptable.
​To make matters worse, the cake I collected looked nothing like the image advertised on the website, and the taste was incredibly disappointing, resembling a standard 'Cake Box' cake.
​I immediately contacted Customer Services to raise this issue and request a refund for the inconvenience and the subpar product. I have heard nothing back, and absolutely no refund has been processed.
​Thank you for the stress and for utterly ruining what should have been a beautiful highlight of my baby shower. This is the worst customer service and product quality I have ever experienced.

I ordered a custom 40th birthday cake plus a box of six mini cakes for a once-in-a-lifetime celebration. Delivery day arrived and at 11:00 a.m., I got a cold, one-line email: “Your order has been canceled" with a list of refunded items.

No explanation. No apology. No heads-up.

That “full refund” was supposed to make everything okay? Try scrambling for a replacement the same day in a panic. The birthday went cake-less, the mood was crushed, and the milestone felt wasted.

I fired off an email venting my frustration and finally received a response after nearly THREE WEEKS.

This isn’t just bad service—it’s contempt for customers who trusted them with a special moment. Save your money, your nerves, and your celebrations: order literally anywhere else.

One star is generous.

We went to the new branch in Slough for brunch. We had delicious coffee and a strawberry and cream filled croissant. The service was friendly and the coffee and danish offer, a very good price. Lovely cafe all round.

I ordered a birthday cake for my daughter to be delivered to her school so that she could share it with her classmates and teachers. The delivery person was very professional and ensured the cake arrived on time. The cake was a great success — everyone in the House, all 88 people, loved it! I truly appreciate your excellent service and would highly recommend your cakes.

Their cakes always the best

Ordered my 70th Birthday chocolate cake on 20/09/25 booked to collect a week later 28th @ 12 noon. First was advised they do not do any larger than 8". Fine. Went to collect @ 2:30 pm cake not ready. they picked one up from the display cabinet & took it to the kitchen to decorate the wordings. Excuse could not fit in words. now if they had my mobile number & email adress they could have got in touch. I just hope it is fresh. JUST DONT BOTHER VISITING OR ORDERING AT HERIOTS - Proof:Invoice: 1195
dated 20th Sept to collect on 28th

This review could of gone the other way. However boy did they pull out all the stops. After little or no contact since the initial pre order for a cake to celebrate our daughters 21st Birthday. Our concerns only aided by the poor reviews on here began to build.

We tried contacting via email and telephone but were initially met with no responses, perhaps a glitch on their end. So a trip to there local store in Harrow St George shopping centre met by their staff member Sana, who listened to our concerns, calming me down and contacting customer service on our behalf. All the stops were pulled out and we were reassured our cake would be delivered between 12 and 5pm today.

The cake arrived in all the splendour we had hoped for and now I can only imagine the beautiful smile that will be on our daughters face this coming Monday.

Thankyou so much for making sure this part of the dream Birthday has come true. A Huge thankyou to Sana for all your help today.

Very disappointing. I have received a cake from them before. The carrot cake was delicious so when my husband turned 70 I decided to order one to be delivered to the friends we were staying with for a surprise birthday party. Well it certainly was that. It started with them phoning at 10am say the cake hadn’t come in ( although pre ordered) and would I like to pick another. My husband was standing next to me so the surprise was gone! They didn’t think to say ‘Are you ok to talk it’s Heriots phoning’! My husband doesn’t like CHOCOLATE and the fruit based cakes on offer were not to his taste so they offered to send 12 cup cakes or macaroons to our destination at Poole for the party of 6 couples attending. I then had emails saying they would be with us by 5pm. At 5.10 I phoned to be told they have had delivery problems but were sorting something out. Twenty minutes later a van turned up with 1/2 dozen nearly dead roses and a CHOCOLATE cake for 1!! I actually went into Waitrose. This cake cost £7! Not the £42 I had paid and it was CHOCOLATE FOR ONE PERSON! Appalling service. Terribly let down. Didn’t even offer to send the cake ordered at a later date! I do now have my money back but a very disappointing experience. Lesson learnt. Having recommended them before never again. If you want to take a chance on it turning up on the right day good luck, you will need it!!!

Cake for my Dads 70th Birthday did not arrive. Could not get in touch with Heriots. Their web chat is appalling, they just said contact DPD who said it wouldn't arrive.

Edit: They gave me a £55 voucher for a cake because the cake did not arrive. I booked to use this on 31st October. On the day the cake is meant to arrive (i.e. the one I had ordered with the voucher that was meant to be compensation for the issues I experienced) they cancelled it AGAIN. On the day it was meant to arrive. What sort of service is this!!