I think the biscuits were beautiful and tasted terrific too. Only downside was the pretty tin arrived dented (probably due to poor handling by the delivery service). A great purchase overall.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
One star deducted for the terribly high price? Amazing biscuits and they are beautifully decorated but I wince at the cost. Treats and special occasions only.
The smile on my grandson’s face when he opened the biscuits was wonderful. All the grandchildren love them and the older adults as well. Delivery perfect & website / app easy to use. Highly recomm... See more
Company replied
Easy to order. Ordered the 4 gingerbread birthday people. On delivery postman knocked even though they would fit through a letterbox, opened to check not broken as rattling inside smaller box but had... See more
Company replied
Company details
Written by the company
Our biscuits are hand-iced in London and each one is unique. Everything is made the old-fashioned way and we aim for 100% biscuit happiness! Choose from our luxury biscuits, chocolates and cakes, add a message (if you like), and we’ll carefully deliver your gift. We deliver worldwide, so no matter where they are, they’ll be sure to have 100% biscuit happiness.
Biscuit Happiness Guaranteed
Written by the company
- We're here to help
- Our luxury biscuits are made the old-fashioned way and we aim for 100% biscuit happiness on every order!
Contact info
Unit 2 Greenlea Park, Prince George's Road, SW19 2JD, London, United Kingdom
- +44 (0) 203 954 6650
- yum@biscuiteers.com
- www.biscuiteers.com
4.4
Excellent
9K reviews
Replied to 60% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Garden Biscuits
They were delivered with care and quickly , they were a gift and were absolutely beautiful, thank you.
September 2, 2025
Dreadful experience
Take your Money. Don't deliver. I ordered an expensive set of biscuits for delivery on 4 Dec. This have them at least ten days to get it there. It didn't arrive. I emailed. No response. I called repeatedly ..there's no one on their phone line. Eventually they claim royal Mail lost it and they'd send another out immediately. That never arrived either. After three days all I got was no explanation and a full refund for the gift that should have arrived last Tuesday. Awful customer service. Really not worth it for biscuits. I won't be ordering from them ever again.
December 2, 2025
Unprompted review
Reply from Biscuiteers
Hi Kate,
We're really sorry to read your review and to hear how disappointing your experience has been.
This certainly isn’t the level of service we aim to provide, and we completely understand your frustration given the delays and difficulty reaching us.
We appreciate you taking the time to share your feedback, and we’re very sorry that we fell short for you on this occasion.
Best Wishes,
The Biscuiteers Team X
Enough to drive you Nut Crackers
I ordered the Nutcracker Tin, and a further 3 Gingerbread men following a previous order. What I received last week was the Nutcracker tin and a small sausage dog biscuit. The enclosed gift card was for someone completely different so I can only assume they have received my order (lucky them!) Having ordered the Nutcracker tin in previous years, I was not impressed with the much smaller, and far less pretty offering that arrived. I certainly wasn’t pleased with the absence of the three Gingerbread biscuits that I have paid for. I tried to ring the ‘Happiness team’ but no answer except an offer to leave a message and they would get back to me……they haven’t. I have also sent an email to the Happiness Team, and apart from an automated response, have heard nothing further. So, now I am out of pocket, and without the gifts I needed for this weekend. Using an excuse of this being the busiest time of year, is really not on. Employ some more staff - you charge your customers enough! I absolutely will not use this company again.
Is anyone out there from the (Un)happiness team available to comment, or refund, or send me the correct order??
December 4, 2025
Unprompted review
Reply from Biscuiteers
Hi Jane,
Thank you so much for taking the time to share your feedback, and we’re really sorry to hear about the experience you’ve had.
We completely understand how disappointing this must have been, especially when your order was intended as a gift.
As you mentioned, you’ve already reached out to our team, and we want to reassure you that this has now been escalated internally to our Happiness Manager for urgent review.
They’ll be in touch directly to make sure this is resolved as quickly as possible.
Thank you again for bringing this to our attention. We truly appreciate your patience.
Best Wishes,
The Biscuiteers Team X
One of the worst customer service experiences I’ve had
I’ve ordered from Biscuiteers many times, but this experience was genuinely shocking. I bought a Christmas item that arrived with a best-before date of 11th December, completely useless as a Christmas gift. When I raised this, I was met with a dismissive, copy-and-paste response repeatedly labelling it as an “unwanted” item, which wasn’t the issue at all.
The so-called Customer Happiness Manager even sent an auto-response addressed to “(Customer Name)”, and didn’t acknowledge it when I pointed it out. The tone throughout was unhelpful and totally uninterested in resolving anything.
According to them, there’s “no one more senior” to escalate to, which tells you everything you need to know about how little they value customers.
For a brand that charges premium prices, the service was absolutely awful. I won’t be ordering again and would strongly advise others to think before doing so.
Update:
Thank you for replying, but this still doesn’t address the core issue. Your responses repeatedly mislabelled the problem as an “unwanted” item, and the copy-and-paste approach, including an auto-reply addressed to “(Customer Name)” was never acknowledged when I raised it.
The fact that this template clearly exists suggests I’m not the only customer experiencing the same issues.
For a premium brand, the dismissive tone and lack of meaningful resolution have been really disappointing. I won’t be ordering again and would encourage others to consider independent alternatives, there are plenty of excellent small businesses on Etsy offering far better service.
December 4, 2025
Unprompted review
Reply from Biscuiteers
Hi Jane,
Thank you for leaving us a review about your experience with us!
We're really sorry to hear you were disappointed with your recent experience with us & the shelf life.
Having looked into this, we can see that the issue was with the shelf life of the Mince Pies arriving with a best before date of December 11th.
Our Mince Pies are advertised on our Website to have up to a 7 day shelf life upon arrival. I can see that this order was delivered on the 2nd December, so they actually had 9 days when you received them.
Whilst we understand you had intended on giving these as Christmas gifts we do clearly advertise the limited shelf life of this product online.
As that information was available ahead of purchase we were unfortunately unable to issue a refund in this instance.
We appreciate your feedback on this & will pass this on to our wider team.
It was never our intention to come across as defensive or unhelpful, but as the shelf life is clearly advertised on the product page and so we were unfortunately unable to provide further assistance in this case.
If there is anything further that we can do for you, please don't hesitate to reach out to our Customer Happiness team on yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team X
Reply from Biscuiteers
Hi AB,
Thank you for leaving us a review about your experience with us!
We're delighted to hear that the Biscuit arrived when we promised to deliver!
If there's anything else we can help with, don't hesitate to reach out to our team on Yum@Biscuiteers.com
Best Wishes,
The Biscuiteers Team X
Really disappointed by the size of the…
Really disappointed by the size of the biscuit tin, especially when the biscuits are not cheap
December 2, 2025
Unprompted review
Reply from Biscuiteers
Hey Laura,
Thanks for getting in touch and I am sorry that you are disappointed with the size of the tin.
All our biscuits are lovingly baked and hand-iced by artists in London, and we consider them very much a luxury gift. We think that our prices reflect the products' uniqueness and hand-made quality.
We do try to be as transparent as possible and put the sizes of the tins on our website on each product page.
We really appreciate you taking the time to share your feedback. We will pass on this information to our product development team.
It's so important to us at Biscuiteers that our customers share their experience with our products and service, so we can strive to improve and deliver 100% biscuit happiness.
If there is anything else we can do to help, please don't hesitate to get in touch with our Customer Service team on yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team X
Nutcracker course
Myself and my friend attended the nutcracker biscuit course on Sunday afternoon and had such an amazing time. Out tutor for the class was full of knowledge and tips and I couldn’t believe what I was able to create, many thanks Biscuiteers
November 30, 2025
Unprompted review
Reply from Biscuiteers
Hey Charlotte,
Thank you so much for joining us for the Nutcracker icing class — and for leaving such a wonderful review! We’re absolutely thrilled to hear that you and your friend had such an amazing time.
Our tutors put so much passion and expertise into every class, so it’s fantastic to know you felt supported, inspired, and proud of what you created. Your biscuits looked incredible — you should be!
We hope to welcome you back for another class very soon.
Thank you again for icing with us! 💛🍪
Best Wishes,
The Biscuiteers Team X
Amazing products and quick service
Amazing products and quick service
Wished they could send in EU all their products
October 3, 2025
Reply from Biscuiteers
Hey Fabiola,
Thanks so much for your feedback — we’re delighted to hear that!
We really appreciate your feedback about EU shipping and hope to expand our options in the future.
Let us know if there’s anything else we can help with in the meantime!
Best Wishes,
The Biscuiteers Team X
Wonderful experience
Wonderful class taught by Agnèse who explained everything clearly and took us step-by-step through all the processes involved in creating beautiful biscuits. Everyone was so welcoming and we enjoyed delicious drinks at the start of the class. Learned so much and delighted with the results.
November 16, 2025
Unprompted review
Reply from Biscuiteers
Hi Kate,
Thank you so much for your wonderful review!
We’re absolutely thrilled you had such a great experience.
We'll certainly pass on your kind feedback, and we’re so glad you enjoyed the warm welcome, the drinks, and of course creating those beautiful biscuits.
We hope to see you again for another class soon! 💛
Best Wishes,
The Biscuiteers Team X
Tried to reach out to customer services
Tried to reach out to customer services regarding a recently placed order - phone line directs you to call another number ONLY if you want to place an order then it disconnects. Tried this twice, same result. So you can’t speak to the “happiness team” they call themselves. I am not a happy customer. This is the email I received from them PRIOR to their response below that they had not received my email.
** AUTOMATED RESPONSE - NO REPLY **
Hi ,
Thank you for reaching out to us here at the Biscuiteers!
We've got your request and are working on getting back to you as soon as possible!
Our Biscuit Happiness Team aims to get back to all customers within 24 business hours. Our opening hours are 9:30am -17:00pm Monday to Friday (excluding bank holidays).
Please note, emailing in more than once may result in a delay in answering your query, as our system may merge repeat requests from the same email to the most recent request.
In the mean time, please have a look at our FAQ's for any product, delivery or order questions.
We look forward to speaking to you soon.
Best wishes,
The Biscuiteers Team X
November 17, 2025
Unprompted review
Reply from Biscuiteers
Hi Caroann,
Thank you for telling us about your experience with us.
We’re sorry to hear you had trouble reaching us by phone. This is our busiest time of year and our lines can be extremely busy, so we apologise if you experienced difficulty getting through.
We do always advise that if you are unable to reach us by phone, you can contact our customer service team by email so we can assist you as quickly as possible.
We have checked and we haven’t received any email contact from you regarding this order, please do feel free to reach out to yum@biscuiteers.com where our team will be happy to help!
If you can email us with your order details, our team will be more than happy to look into this for you.
Absolutely appalling service do not use this company
Absolutely appalling service as gift biscuit did not even arrive. According to the company they did not have the full address yet at no point was this even checked if it was the case. Current i have no biscuit and no refund!!!!!!! Need i say more other than don’t use this company.
November 17, 2025
Unprompted review
Reply from Biscuiteers
Hi La,
We’re very sorry to hear about your experience and understand how frustrating this must be.
We always want our gifts to arrive smoothly, and we’re sorry that didn’t happen in this case.
After looking into your order, we can see that the address provided at checkout was incomplete. This unfortunately led to an issue in delivering your order. We dispatch a large number of parcels each day and rely on the details entered at the time of ordering, as we are not able to verify or amend addresses once an order has been shipped.
As explained by our customer service team, we’re more than happy to resend your gift once the original parcel has been returned to us by the courier. There would only be an additional postage charge to do this, simply because the initial delivery was made to the address supplied.
We’re always here to help and would love to resolve this for you as soon as the item is returned. If you change your mind or have any further questions, please feel free to contact us directly.
Best Wishes,
The Biscuiteers Team X
Reply from Biscuiteers
Hi Toni,
Thank you for reaching out to us here at the Biscuiteers, I hope you are well!
I’m so sorry to hear about the confusion surrounding your order — that’s never the experience we want anyone to have.
I’ve taken a look into this for you, and from our records it appears that the order was successfully delivered back in July. We also haven’t been able to locate any previous contact from you regarding this, so we’re unfortunately not sure what may have happened here.
If you could kindly reach out to our customer service team at yum@biscuiteers.com, we’d be more than happy to investigate this further and make sure everything is looked into properly for you.
If there is anything further that I can do for you, please don't hesitate to get back in touch!
Bought as a gift so have not tasted but…
Bought as a gift so have not tasted but beautiful packaging and efficient service
October 7, 2025
Reply from Biscuiteers
Hi there,
Thank you so much for taking the time to leave us a review about your experience!
We’re so happy to hear that you were pleased with the beautiful packaging and the smooth service. We hope the lucky recipient enjoys every last bite!
If there is anything further that we can do for you, please don't hesitate to reach out to our team on Yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team x
£10 is a lot of money for a single so…
£10 is a lot of money for a single so called gingerbread man that doesn't even taste of ginger.
The fancy box is worth more than the biscuit inside.
Also I don't believe that they are iced by hand.
they look too perfect, so more than likely done by a computer controlled machine.
October 28, 2025
Unprompted review
Reply from Biscuiteers
Hi Jason,
Thank you for reaching out to us here at the Biscuiteers, I hope you are well!
I’m so sorry to hear that you were disappointed with your recent gingerbread purchase — that’s absolutely not the experience we want any of our customers to have.
Our recipes are developed to cater to a wide range of palates, which means the ginger flavour is intentionally gentle rather than strong or spicy, but I completely understand that this may not have matched your expectation.
We’re really proud of the craftsmanship that goes into each biscuit — from the hand-icing to the keepsake packaging — but the taste should still delight, so I’m truly sorry this missed the mark for you.
Thank you again for sharing your feedback, it’s really valuable for us to review with our bakery team.
If there is anything further that I can do for you, please don't hesitate to get back in touch!
Always great quality
Always great quality, beautiful packaging, quick delivery and easy ordering
August 29, 2025
Reply from Biscuiteers
Hi Simon,
Thank you so much for your lovely feedback — that truly means a lot to us!
We’re so happy to hear you’ve enjoyed the Biscuiteers experience from start to finish.
If there’s ever anything we can help with, we’re always here! 💛
Beautiful product
Beautiful product, delivered on time. My friend was really thrilled with this gift.
October 7, 2025
Reply from Biscuiteers
Hi there,
Thank you so much for taking the time to leave us a review about your experience!
We’re delighted to hear that your friend was thrilled with their gift and that everything arrived right on time. Beautiful biscuits making someone’s day — that’s exactly what we love to hear!
If there is anything further that we can do for you, please don't hesitate to reach out to our team on Yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team x
As always these biscuits are great!
As always these biscuits are great! Beautifully decorated and a really loved present, or to enjoy yourself. I bought 4 Jolly Santa as Christmas table gifts. Highly recommend. Thank you.
October 30, 2025
Reply from Biscuiteers
Hi Alex,
Thank you so much for taking the time to leave us such a lovely review!
We’re thrilled to hear that our Jolly Santa biscuits were such a hit — they make the perfect festive table treat, and it’s wonderful to know they were so well received. We really appreciate your continued support and recommendation.
If there is anything further that we can do for you, please don't hesitate to reach out to our team on Yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team x
Biscuits arrived broken and taste was…
Biscuits arrived broken and taste was not great . The labelling on bottles not even straight . Very disappointed as very expensive . I did receive another order to replace these but unfortunately would not buy again due to this experience
December 7, 2024
Reply from Biscuiteers
Hi there,
Thank you so much for taking the time to leave us a review about your experience!
We’re so sorry to hear your biscuits arrived damaged and that the replacements didn’t fully meet your expectations.
While we do everything possible to ensure each order arrives in perfect condition, a very small number can be affected in transit — less than 1% of what we send.
We’re glad we were able to replace the biscuits and that these arrived in perfect condition, and we truly hope we get the chance to impress you next time with the full Biscuiteers experience.
If there is anything further that we can do for you, please don't hesitate to reach out to our team on Yum@biscuiteers.com
Best Wishes,
The Biscuiteers Team X
.
Packaging isn't sufficient
Received my order from biscuiteers, the packaging was very poor, the gift bag inside the box was ripped, as the biscuits are for a gift I haven't opened them to see if they are damaged or not. From previous experience the biscuits are amazing but the packaging has definitely let them down this time.
October 25, 2025
Unprompted review
Reply from Biscuiteers
Hi there,
Thank you so much for taking the time to leave us a review about your experience!
We’re so sorry to hear that your order arrived with damaged packaging — that’s not the Biscuiteers standard we pride ourselves on.
We’d love to make this right for you, so please do reach out to our team at Yum@biscuiteers.com and they’ll be happy to help you with this.
Best Wishes,
The Biscuiteers Team X
A lovely gift!
A lovely gift that arrived on time and as described. Would use this company again.
October 3, 2025
Reply from Biscuiteers
Hi Michelle,
Thank you so much for taking the time to leave us a review about your experience!
We’re absolutely delighted to hear that your biscuit bouquet was such a hit — beautifully presented, delicious, and right on time is exactly what we aim for.
We’re so glad it brought a little extra joy to the occasion.
If there is anything further that we can do for you, please don't hesitate to reach out to our team on Yum@biscuiteers.com.
Best Wishes,
The Biscuiteers Team x
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