Patisserie Valerie Reviews 

I ordered a Nutella cake for my daughter’s birthday.
The cake came on time but when I put my hands in the box to remove the box inside, I ended up covered in dry ice because some of the bags must have exploded either during packing or transit.
Additionally, there was no inscription on the cake as requested. So, this has ruined my daughter’s birthday party which is tomorrow. It just looks like a standard cake.
Not what I expected from a nationally recognised business.

Made a formal complaint - they didn't even bother to respond!

I wish I had seen these reviews, but I did not and decided to order a £119 Macaron Tower from Patisserie Valerie for our wedding reception. I ordered on Sunday for Friday delivery, and was informed on Thursday that my chosen flavour was not available - which one would I like instead. I was asked to respond within three hours, which seems very unreasonable - not everyone checks their email every three hours and they had had four days to plan ahead on flavours. The next day I was informed they could not take my wish into consideration anymore and sent me a different flavour, resulting in an all green macaron tower when I had specifically wanted the alternating colour effect. When the macarons arrived, two were damaged and one was missing altogether. When I called customer service that day and said I wanted an urgent replacement as it's for my wedding they logged it, but I never heard back from them again. I emailed another three times asking for a refund for the wrong AND damaged product, and was completely ignored. Absolutely shocking. I will order from independent providers in the future.

I placed order for madame Valerie sweet treats and I love it
Delivery was smooth no problems at all,it arrived on time in perfect condition
I have not eaten such high quality pastries in a very long time so much so that I did some over eating 😅
Yes,I will definitely order again five star quality and service 👌

I went to order a cake online and they offered a bday discount of 10% which was great my cake went from £50 to £45. I was really happy and went along with the payment only to realise they didn’t mention how much the delivery would be. But as soon as I pressed to pay the payment went through and it all of a sudden was £60! The delivery was hidden up until payment was made! How awful!!!

Would have rated this zero if it was an option.Ordered a cake for my daughters 21st it arrived on time but it was soggy, bashed and not fit to eat. Had they handled this better and provided a refund I would not be writing this review as I appreciate things can go wrong although looking at other reviews this is not an isolated incident. The customer service was terrible after a lot of calls and emails they offered me a voucher worth 20% of the amount the cake cost me For a cake that could not be eaten. They have admitted the cake was not suitable but as of yet I still do not have a refund now going through the bank to try to resolve. Sadly I would not recommend and I would not use them again.

The cake arrived in damaged packaging with holes in every corner- it looked squashed. The dry ice had leaked into the packaging including the inner cake box. The plaque I ordered was missing. Customer service replied after a couple of days and just said “sorry about that “. I was disappointed with the cake, delivery and customer service.

UPDATED 21/09 - I’ve now heard back from Customer Services and they’ve offered me a full value voucher as compensation, which I’ve accepted. They explained that they did send a response previously, but I didn’t receive it.

ORIGINAL REVIEW - Awful cake and awful customer services. Would have been better to purchase from the supermarket. The box the cake was transported in had been turned upside down. Not only was the top ruined but the cake has shifted on the base meaning when it defrosted the side collapsed. Rang customer service on delivery and was told they couldn’t talk to me and I need to email, which I did with numerous photos attached. They then asked for more photos (not sure how many you can take of a damaged cake) which I sent. They have totally ignored all my attempts to contact them since I sent the additional info. They are just not interested. I would have got a better cake from Tesco for a third of the price! I will NEVER buy from this company again.

I ordered two cakes to celebrate my 20 years at the same company. The Nutella cake arrived smashed, but as we needed it for today's celebrations we "stuck it back together" in the hope that no-one would notice. The honey cake was lovely - except we couldn't taste any honey. The delivery company left it in the communal hall (despite saying they had delivered it to the Porter) and the box was wet as the ice packs had melted/burst. I emailed Patisserie Valerie and am awaiting their response. I wonder if they will respond? There are plenty of other cake companies in London and I definitely won't be using PV again.

A gift of afternoon tea was sent to me 04/09/26.
I could not believe the state the food & box was in.
Box was wet , cakes were crumbs & message an afterthought.
The gift giver has been in constant touch with Valeries obviously requesting an explanation & a total refund.
As at 15/09/26 apart from initial apology there has been no reply to constant requests for some explanation..This well chosen gift has been an embarrassment to the Sender , Receiver & Valeries..

Ordered a £55 cake. Delivered on a Saturday. The cake had macrons on top. All the macrons were damaged. Due to the icing wasn’t able to turn them around to make them look good. Customer services do not work on the weekend so had to buy another cake elsewhere last minute for the birthday event. Spoken with customer services the following week, who offered a £15 voucher only. Reiterated that the cake was not presentable and not used but wouldn’t move. Postage costs were £14.95. So in return, I was issued with a 5p refund. Do not use this company. Poor quality cake received and no customer service. Go elsewhere. Many other better companies. First time used and will definitely be the last time! Avoid at all costs

I ordered a Patisserie Valerie 'Birthday Cake' from Amazon on the 11th September 2016 for my wife's 80th Birthday on the 15th September, as it read delivery next day. The next day I received a message that it would be delivered on the 16th September. I complained and asked for my money to be refunded. The next day the cake arrived and was opened immediately as the outside of the box was damp. There were two empty polythene bags ontop of the box where the cake was, they were running in water. On opening the Box containing the cake, it was saturated in water and the polythene band around the sponge was dripping water. I sent a message to Patisserie Valerie telling them I wanted to send it back and wanted my money back. As I did not hear anything, I again sent them a message. The next day (the day before my wifes birthday) I received a message that I had to take photos of the cake as it was delivered 'Frozen'. By this time I had cleaned up the mess and put it in the fridge, awaiting instructions on sending it back. I complained but was once again told they wanted photos. As pensioners, I had saved for the cake for a special present for my wife. Their attitude is disgusting, and I would worn others not to be caught out by them, they are shamfull in their approach to customer satisfaction, as I found out it should have been in a frozen condition when we received it. A disgusting company to deal with.

Cakes ordered for birthday party. DPD/Patisserie Valerie managed to smash them in the delivery process and they were returned. To make matters worse they didn't bother to tell us so we were left waiting for a delivery that never occurred.

Agree with the rest of the feedback, not worth the money, delivered damage and no replies to emails.

Literally wrong cake delivered & impossible to get a response on a Saturday.
Live chat just goes in circles and email is terrible.

Cakes were delivered by DPD yesterday morning. The box was sogggy and inside I found that the ice bags were completely empty. The cakes had completely defrosted and sitting in a wet box. Therefore not fit for consumption. I have telephoned customer service 3 times and left messages on their answering machine. I have messaged on their form on line. No response. Reading other reviews and seeing the appalling lack of response and number of similar cases I believe Trading Standards is the next step. I shall also contact my bank. If I receive a response from Patisserie Valerie in the meantime, I shall update my review.

Ordered a cake for my sister’s 50th birthday which arrived very damaged. It had slid off the cake board and it was in a very bad state. I straight away emailed customer service with photos who replied with a generic response offering me a £20 voucher. I explained I would never order again, so would prefer the money back. Since then I have chased via email and telephone, but cannot get a response. Complete waste of £55. I wish I’d read the reviews on here before I ordered.

I ordered a cake for my son’s birthday party tomorrow, but unfortunately the experience has been very disappointing. The cake arrived 8 hours later than the original scheduled delivery time, and when it finally arrived, it was damaged and in poor condition.

The cake was meant for an important occasion, so this was extremely frustrating and has left us without a suitable cake for the birthday. There is also no 24/7 customer service, so it’s difficult to get help when you actually need it.

Very disappointed with the service and delivery. I would not order again.

I ordered a number of cake slices a few weeks ago with delivery today for my bridal shower tomorrow - they arrived and the dry ice bags have burst, and all the chemical liquid has leaked onto the cakes in within the box itself - soggy bottom and all. Their customer services suggested the liquid was food safe, and it was ok to eat them. I'm by no means serving dry ice soaked cakes to my friends and family for my bridal party. I ordered them knowing the brand and thought I'd spend a little more to have a bougie cake tasting afternoon. Here I am extremely unhappy, and all they said was we'll take your feedback on board. No resolution, no refund or anything.

The cakes are inedible - who wants to eat cake that have been sat soaking in liquid, that while 'technically' edible, online advice advises against eating anything that reaches direct contact with dry ice liquid. This was for my bridal party, and now I'm having to buy other food to substitute!

Do better, honestly. Please do feel free to reach out Patisserie Valerie, as I've already contacted your customer services, and they came back with a generic response.

The delivery for my order was appalling. The boxes arrived damaged and some of the cupcake boxes cracked and shifted with how the delivery driver couriered my order. I raised this up with customer service, they asked for pictures which I sent but the never responded after that. I tried to chase this up but have had no response. Very disappointing, I expected a lot better with Patisserie!