Good shopping experience, but the shop ran out of stock of one of the items that I purchased, even though it seemed to be available when I placed the order. Customer service was prompt to address the... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great customer service and great products sold by this company. One of the cake boxes I ordered arrived damaged (by fault of the courier, not Cake Craft Company), but they were very kind and quick to... See more
Great customer service. I had problems with delivery and no updates from the courier, after contacting customer services, they resolved the problem and got my package sent back out quickly. I’ve order... See more
I ordered different nozzles , piping bags, gel food colouring etc for decorating buttercream floral cupcakes. The piping nozzles pipe like a dream. All goods came within the week of ordering and i was... See more
Company details
- Cake Decorating Equipment Shop
- Bakery Equipment
- Baking Supply Store
- Craft Store
- Hobby Store
- Kitchen Supply Store
Written by the company
Famously Lower Prices Cake Craft Company offers great prices on your cake decorating supplies, sugarcraft essentials & packaging. FREE delivery on orders over £45
Contact info
Unit 13-14 Muirhead Quay, Fresh Wharf Estate, IG11 7BG, London, United Kingdom
- 02036374715
- orders@cakecraftcompany.com
- www.cakecraftcompany.com
4.4
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 74% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
They sent me the wrong order
They sent me the wrong order - somebody else's. When I called to tell them, instead of apologising and saying they would re-send my order, I was told that they would have to contact customer services and they would get back to me. Awful. This wasn't my problem but they have tried to make it mine. Not impressed. Now pushed to get the right products from another company before Christmas.
December 12, 2025
Unprompted review
Reply from Cake Craft Company
Hi Pattie,
Thank you for taking the time to share your experience with us. We are truly sorry for what you’ve been through and completely understand how upsetting and stressful this must have been, especially so close to Christmas.
We’re very sorry that you received the wrong order and that your initial contact with us left you feeling unsupported. When you first called, our store team immediately informed our Customer Experience team, as they are not able to resolve order issues directly. As soon as we were made aware, we contacted you by email.
As part of our investigation, we asked for proof of the items received so we could look into this promptly. We advised that once this information was received, we would investigate immediately and arrange for the correct order to be sent out as a priority. This replacement was offered to ensure you received the correct items as quickly as possible.
However, we completely understand your decision to request a full refund, and we can confirm that this has now been returned to your account.
We know this experience has caused unnecessary stress and inconvenience, and we are sincerely sorry that we weren’t able to resolve it in the way you needed at the time. We truly value your trust and are disappointed that we let you down on this occasion.
We hope that, in time, you might consider giving us another opportunity to show the level of care and service our customers deserve.
With our heartfelt apologies,
Customer Experience Team
Cake Craft Company
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Good quality products and fast delivery.
Good quality products and fast delivery.
November 22, 2025
Unprompted review
Still waiting over a week later
Ordered and dispatched 8 days ago for 24 hour delivery. Still hasn’t arrived and phone lines aren’t working. Have emailed but still waiting for reply. Not impressed
December 4, 2025
Unprompted review
Reply from Cake Craft Company
Hi Kath,
Thank you for taking the time to share your experience with us. We are truly sorry for what you’ve been through and completely understand how upsetting and stressful this must have been.
We fully appreciate how disappointing it is to place an order for 24-hour delivery, have it dispatched 8 days ago, and still not receive it. We’re also very sorry that our phone lines were unavailable and that you’ve been waiting for a response to your email — this is understandably frustrating and not the experience we want for our customers.
Please be assured that we are currently checking and investigating what has happened with your order as a priority.
We know this experience has caused unnecessary stress and inconvenience, and we are sincerely sorry that we weren’t able to resolve it in the way you needed at the time. We truly value your trust and are disappointed that we let you down on this occasion.
We hope that, in time, you might consider giving us another opportunity to show the level of care and service our customers deserve.
With our heartfelt apologies,
Customer Experience Team
Cake Craft Company
I love the cake craft company
I love the cake craft company. It is my go to for all my cake related products. They have a great range at reasonable prices and the delivery is fast. I particularly like the cake boxes.
December 12, 2025
Unprompted review
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Well made product and well packaged xx
December 5, 2025
Unprompted review
Avoid for edible items
Whilst delivery was very fast (next day) I ordered some Swiss meringue icing which was one month past the best before date. Whilst the company were quick to reply when I sent them a photo I was informed my refund would only be processed once they receive the item back - this is yet another inconvenience to me and I feel they should have done this automatically. I would question why they even want the product back given it’s out of date but I noticed despite being told they have no fresher stock the product is still available to buy - so I won’t be buying anything edible from them again and will await my refund now I’ve posted it. Avoid!
November 29, 2025
Unprompted review
Reply from Cake Craft Company
Hi Stephanie,
Thank you for taking the time to share your experience with us — we genuinely appreciate your feedback.
I’m very sorry for the inconvenience you’ve experienced. Our process requires the return of items before a refund can be issued, which I understand can be frustrating, especially when the product is past its best before date. Please be assured that this is part of our standard procedure, but I completely understand how this has added an unnecessary inconvenience for you.
We are reviewing this internally to ensure situations like this do not happen again. Your feedback has highlighted areas where we must improve, and we are taking this very seriously.
We value your trust and are deeply sorry for the trouble caused. We hope that, given the opportunity, we can restore your confidence in our service and provide the level of care our customers deserve.
With sincere apologies,
Customer Experience Team
Cake Craft Company
Excellent products and services
Excellent products and services, would recommend to everyone A***
November 20, 2025
Unprompted review
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Good Wuality Product
Arrived on time and a good price for quality product
October 31, 2025
Unprompted review
Poor customer experience
I've had such a bizarrely poor experience with Cake Craft Company I felt compelled to write a review.
I made an order. 3 days later the Evri order was generated, saying they'd have it within 48 hours. So far, so good. But the tracking never updated, and I had to chase them 5 days after that for it to eventually arrive the following day. Not ideal but not the end of the world.
But then the customer experience just got worse:
- The order arrived, and only once this happened they informed me a product I had ordered was out of stock. Why would you not inform me of this BEFORE it had arrived?
- In the email, they offered me two options of store credit or a replacement item. Are you having a laugh?
- I said neither was acceptable and asked for an actual refund for the item. I got an email saying this was actioned, but it didn't materialise. So 2 weeks later, I've had to chase the refund which they then actioned quickly, but why wasn't it done in the first place?
Poor options and too much chasing! I'll save myself the hassle and order elsewhere next time.
November 25, 2025
Unprompted review
Reply from Cake Craft Company
Hi Michelle May,
Thank you for taking the time to share your experience with us — we genuinely appreciate your feedback, and we are truly sorry for the difficulties you’ve encountered.
Please accept our sincere apologies for the poor service you received. This is far from the standard we strive to deliver, and we fully understand your frustration. We are truly sorry for:
The delay with your Evri delivery and the lack of timely updates
Not informing you about the out-of-stock item before your order was dispatched
Offering unsuitable alternatives instead of providing a straightforward refund
The refund not being processed correctly the first time, causing you to chase it two weeks later
You are absolutely right — you should not have had to follow up at any point. Your time is valuable, and we let you down.
We are reviewing this internally to ensure this does not happen again. Your feedback has highlighted areas where we must improve, and we are taking this very seriously.
We value your trust, and we are deeply sorry for the inconvenience caused. We hope that, given the opportunity, we can restore your confidence in our service and provide the level of care our customers deserve.
With sincere apologies,
Customer Experience Team
Cake Craft Company
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Stencil
I went to Cake International, on the 31st Aug 2025. I saw the ladies demonstrating the stencil and fell in love with it. I had a cake ordered in 2 weeks time and I knew this stencil would look amazing. I was assured that it would arrive in time so I purchased it whilst I was there. It arrived in 3 days and looked amazing.
October 31, 2025
Unprompted review
Cake board arrived promptly and was…
Cake board arrived promptly and was well packaged
November 13, 2025
Unprompted review
Efficient service and delivery
Efficient service and delivery. Cake boxes were perfect for packaging mince pies and shortbread. Able to see food before biting. Boxes are well made and attractive.
November 20, 2025
Unprompted review
The description wasn't correct on these…
The description wasn't correct on these particular napkins.
Returned for refund, but unfortunately lost out due to postage costs.
Edit** This has now been corrected with full reimbursement 🙂
Thank you for listening & putting this error right.
November 8, 2025
Unprompted review
Reply from Cake Craft Company
Hi Sarah,
Thank you for taking the time to share your experience.
We’re genuinely sorry for everything you’ve been through and for the disappointment caused by the napkins. You’re absolutely right to expect the product description to be accurate, and we’re sorry this wasn’t the case on this occasion.
We’re also very sorry that you’ve lost out on postage costs while returning the item for a refund – we completely understand how frustrating that must be.
We’d really like the opportunity to put this right. Please email our Customer Experience Team at orders@cakecraftcompany.com, including “FAO_TRUSTPILOT_SARAH” in the subject line, along with your order number. A senior team member will personally review your case and work to resolve this as quickly and fairly as possible.
We truly value your feedback and are deeply sorry for the inconvenience caused. Your trust means a great deal to us, and we hope we’ll have the chance to restore your confidence in our service.
With sincere apologies,
Customer Experience Team
Cake Craft Company
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Easy to order online
Easy to order online, good quality items at a reasonable price. Packaged well and quick delivery. Will certainly use again. Would highly recommend.
November 3, 2025
Unprompted review
Fast and efficient service plus good…
Fast and efficient service plus good quality goods.
October 24, 2025
Unprompted review
The knife was exactly what I wanted
The knife was exactly what I wanted. It would have been nice to have had a sheath on it.
November 7, 2025
Unprompted review
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