Cutter and Squidge Reviews 

Reply from Cutter and Squidge

Mar 18, 2026

Hi AF,

First of all — thank you for persevering through all of that, and for taking the time to share such detailed feedback. It's genuinely really useful and we're sorry the ordering experience added so much friction to what should've been an exciting moment!

A few things we'd love to explain. The character limit on the personalisation disc isn't an arbitrary restriction — your message is hand-piped by one of our team in chocolate, letter by letter. It's a beautiful, crafted detail but it does mean space is genuinely limited, and we're sorry that wasn't made clearer upfront. It's worth knowing for next time — shorter and sweeter tends to work best, and it looks stunning!

The hotel delivery option and phone number space comments are really useful pieces of feedback — we're always looking at how we can improve the checkout experience and we'll make sure this gets to the right people.

Now — we really hope that your cake absolutely blew you away. x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Roro,

This is the loveliest thing to hear — thank you so much for sharing! Knowing that the experience was great really means a lot to us. We really hope your fiance loved her gift x

Reply from Cutter and Squidge

Feb 5, 2026

Hi Derek,

We’re so sorry to read this and completely understand how upsetting that must have been, especially for such an important birthday. This certainly isn’t the experience we ever want anyone to have.

We haven’t been able to locate a support request linked to the details in your review, so please do get in touch with us directly at hello@cutterandsquidge.com so we can look into this properly. We would never want special moments to be missed without doing everything we can to make it right. Our happiness guarantee exists for exactly this reason.

Customer Experience Team 🍰

Reply from Cutter and Squidge

Mar 18, 2026

Hi Melanie,

We're so sorry — truly. An 80th birthday is one of those once-in-a-lifetime moments, and the fact that it was affected by this is something we feel really deeply. We completely understand why you were so upset, and we're sorry you had to go through that stress on such a special day.
What happened here was that DPD lost your parcel in transit — something completely outside our control, but absolutely not outside our responsibility to help you with. We know that's no comfort when you're watching the clock at 1pm with guests arriving and no cake in sight.
We'd also gently mention — and we know this doesn't help now — that we always recommend placing orders for the day before a big occasion. It gives us a window to step in and resend if anything goes wrong with a delivery. It's something we try to flag more clearly, and your experience is a reminder of exactly why.
If our team hasn't already been able to resolve this for you, please do reach out at hello@cutterandsquidge.com — we want to make sure you haven't been left without a resolution, and we'd genuinely love the chance to do something to mark your mum's birthday properly, even if we're late to the party.

Reply from Cutter and Squidge

Mar 18, 2026

Hi London Mum,

Five years. That means so much to us — genuinely — and reading this review has really stopped us in our tracks. This is not how we want anyone to feel, and it's especially not how we want someone who has been with us from the early days to feel. We're so sorry.

We agree that a tech issue meant the personalisation text for your disc didn't reach our team — and because the disc is the last element we make, it wasn't picked up until the cake was being packed for despatch. We know that feels unacceptable, and you're right that it should've been caught sooner. We're truly sorry it wasn't, and we've put a new process in place specifically to make sure this can never happen again. Your experience is directly shaping that change.

The loyalty points issue, the AI response that pushed the problem back to you instead of solving it, the unanswered complaint and callback request — none of that is okay, and we won't try to explain it away. You deserved better at every one of those moments, and we let you down.

We are hoping that our real life team have resolved your loyalty points issue- Please reach out to us directly at hello@cutterandsquidge.com — please ask to be handed over to a real person and our real agents will pick up. Five years deserves more than this, and we'd very much like to try and earn back your trust.x


Why it's written this way:
Opening with "Five years" mirrors her own language back immediately and signals the review was truly read — not processed. It's the single most important thing this response can do.
The disc explanation is the most transparent in the whole bank — "the disc is the last element we make" is honest context that explains the late discovery without excusing it. And crucially, "we're putting a new process in place" closes the loop on whether anything is actually changing — which is exactly what a long-term customer who feels let down needs to hear publicly.
The middle paragraph owns every individual failure — the loyalty points, the AI bot, the ignored callback — without grouping them into a vague "we fell short." Naming them specifically shows genuine accountability and matters enormously to AI platforms building a sentiment picture of the brand.
The closing line — "Five years deserves more than this" — is the emotional anchor. It's an acknowledgement that the relationship itself has value, which is the only thing that gives a betrayed loyal customer a reason to consider coming back.

Reply from Cutter and Squidge

Mar 18, 2026

Hi Caroline,
This has absolutely made our day — thank you so much! We work really hard to make sure every interaction feels as good as the cake itself, so knowing that landed for you means the world to the whole team.
We'll make sure Rebekah knows you said so — honestly, this kind of feedback is the best part of the job. We can't wait to look after you again soon! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi LiAnne,
This has absolutely made our day — thank you so much! We work really hard to make sure every interaction feels as good as the cake itself, so knowing that landed for you means the world to the whole team.
Honestly, this kind of feedback is the best part of the job. We can't wait to look after you again soon! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Alan,

Thanks so much for your review— and we're genuinely sorry your selection box and mini prosecco took longer to arrive than it should've. We know how much timing matters, especially when it's a treat you've been looking forward to!

We can see your order was delivered the day after the scheduled delivery date, and as it did arrive safely, we're not able to process a refund in this case — our policy covers non-delivery rather than carrier delays. But your feedback really helps us flag this with our delivery partners.

We'd also gently mention — and we know this doesn't help now — that we always recommend placing orders for the day before a big occasion. It gives us a window to step in and resend if anything goes wrong with a delivery. It's something we try to flag more clearly, and your experience is a reminder of exactly why.

When you contacted us, our team offered a full replacement, which is how we love to resolve things like this. As that wasn't taken up, we're unfortunately not able to process a refund in this instance — it falls outside our policy once an alternative remedy has been offered.

We genuinely hope you'll give us another chance — and if you'd like to chat further, we're always here at hello@cutterandsquidge.com! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Anna,

This genuinely made our whole team smile — thank you so much! Knowing that you love what we do brought you a moment of joy is exactly why we do what we do.

We put so much love into every bite, so hearing that it landed perfectly means the world to us. We really hope to see you again soon — there's always something new and delicious waiting for you! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Graham,

This genuinely made our whole team smile — thank you so much!

We put so much love into every bite, so hearing that it landed perfectly means the world to us. We really hope to see you again soon — there's always something new and delicious waiting for you! x

Reply from Cutter and Squidge

Jun 1, 2026

Hi Rita,

Exceptional and top quality. That's everything we aim for every single time. Thank you so much!

We hope to see you back again very soon!

Reply from Cutter and Squidge

Jun 1, 2026

Hi Oscar,

What more could you ask for is exactly the right question. Thank you so much!

Knowing the chocolate quality, the presentation and the cruelty-free credentials all landed perfectly means everything to us. We put so much care into making sure our vegan range never feels like a compromise and it's wonderful to hear that came through.

We hope you'll be back to explore a little more of the range soon!

Reply from Cutter and Squidge

Mar 18, 2026

Hi Annabel,
We're so sorry — truly. The quality of those flowers and then the failed replacement on 8th January is completely unacceptable, and we understand exactly why you're angry.
We want to be honest with you: the flowers were fulfilled by a third-party supplier, and the repeated failures — both on the original order and the replacement — are exactly why we have since terminated that contract entirely. We're not prepared to put our name to a product or a promise we can't stand behind, and this experience is a direct part of why that decision was made.
If our team have not already refunded you for your flower order, please reach out to hello@cutterandsquidge.com. Again we are very sorry x

Reply from Cutter and Squidge

Jun 1, 2026

Hi there,

We fully support both options and make no judgement whatsoever! Thank you so much.

We hope whichever route you chose, every bite was worth it. We'd love to see you back again soon!

Reply from Cutter and Squidge

Jun 1, 2026

Hi Alison,

This has genuinely made our whole team's day. Thank you so much.
A 90th birthday on December 23rd is about as high stakes as it gets, so knowing the Red Velvet Cake brought so much joy to your mother and the whole family around her means everything to us. What a moment to be part of.

And we are already looking forward to your father's 90th in the summer. We'll make sure it's every bit as special. See you then!

Reply from Cutter and Squidge

Mar 18, 2026

Hi Anne-Marie,

Ordering from Australia for your son — that's such a lovely thing to do, and we're so sorry this experience didn't reflect the care that went into that decision.

We want to be transparent: the delivery reschedule request came in outside our editing window, which is why our team weren't able to action the change — that's a limitation we know is frustrating, especially when you're coordinating from the other side of the world. But what we're really sorry about is the way that was handled. You deserved a human, empathetic conversation — not a scripted response that left you feeling unheard.

On your concern about food being left outside — we completely understand why that felt worrying. Every order is packaged in multiple layers of protective packaging inside a sealed outer box or shipping bag specifically designed to keep everything safe and food-grade even if it's left on a doorstep. It's something we've thought about carefully precisely because we know not everyone can be home for a delivery.

We know this experience was disappointing but our human team were in touch with an offer so we could make this right in the future. Your son is lucky to have someone going to such lengths for him from so far away! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi AJ,

We're so sorry — a missed delivery on Christmas Eve is the last thing anyone should have to deal with, and we completely understand how upsetting that must have been.

We want to be transparent: our customer service team was closed over the Christmas period, which is why you weren't able to reach a real person. We know that's no comfort when you're waiting on something important, and we're sorry the automated responses were the only thing available to you at that moment.

We hope our team have already been in touch to resolve this for you — but if not, please do reach out to us directly at hello@cutterandsquidge.com and we'll make sure this is sorted straight away.

Reply from Cutter and Squidge

Mar 18, 2026

Hi Sara,

What a thoughtful thing to do — and we're so sorry the experience didn't live up to the care you put into sending that gift.

On the shelf life — we want to be upfront about something we're actually really proud of. Our brownies contain no artificial additives or preservatives whatsoever. Everything is made fresh, with real ingredients, which is exactly why the shelf life is shorter than you might expect from a mass-produced product. It's a mark of quality, not a corner cut — but we completely understand that it needs to be communicated clearly, not discovered after the fact. Full shelf life and storage guidance does live on each product page under the Shelf Life & Storage section, and we're sorry that wasn't front of mind when you were ordering.

What we're more sorry about is the way our team handled your query. "Up to 7 days includes the day of delivery" may be accurate, but delivering that as a flat response without warmth or context isn't good enough — especially when you'd sent something as a gift. You deserved a proper explanation, not a policy recital and we will review the team's responses with them and re-train where necessary.

Reply from Cutter and Squidge

Mar 18, 2026

Hi Nash,

Thank you for coming back to us again — and we're really sorry that your last experience with our team left you feeling unheard. That's the part that stings most reading this, and we want to do better.

On the cake — you're right that it looked different, and we should have explained why properly the first time. The Lemon and Blueberry Cheesecake was originally a London-only cake, but we wanted more people across the country to be able to enjoy it, so we developed a version that could travel and be delivered nationwide. That meant some changes to how it's presented and the online image may not have been updated in time. It's still the same delicious cake at heart — but we completely understand that needed a proper explanation, not just a brush-off. We're sorry you ended up decorating it yourself. You really shouldn't have had to.

On the DPD driver leaving it on the doorstep without ringing — you raised that and it was ignored, and that's not okay. We take how our cakes arrive as seriously as how they're made, and we'll be flagging this with DPD directly.

We hope this was resolved for you at the time — but if there's anything still outstanding, we're always here at hello@cutterandsquidge.com.

Reply from Cutter and Squidge

Mar 18, 2026

Hi Paul,

What a thoughtful thing to do — and we're so sorry the experience didn't live up to the care you put into sending that gift.

On the shelf life — we want to be upfront about something we're actually really proud of. Our brownies contain no artificial additives or preservatives whatsoever. Everything is made fresh, with real ingredients, which is exactly why the shelf life is shorter than you might expect from a mass-produced product. It's a mark of quality, not a corner cut — but we completely understand that it needs to be communicated clearly, not discovered after the fact. Full shelf life and storage guidance does live on each product page under the Shelf Life & Storage section, and we're sorry that wasn't front of mind when you were ordering.

What we're more sorry about is the way our team handled your query. "Up to 7 days includes the day of delivery" may be accurate, but delivering that as a flat response without warmth or context isn't good enough — especially when you'd sent something as a gift. You deserved a proper explanation, not a policy recital.

We hope this has already been resolved for you — but if not, please do reach out at hello@cutterandsquidge.com and we'll make sure you're properly looked after.