Patisserie Valerie Reviews 

Ordered tea for two + cakes, had no information by email. I called them not long ago & the lady said the parcel is damaged & can't be delivered. We can do it for Sunday, I said no. Offered voucher but I wanted total refund which I have! It was for my sons birthday. Very disappointed, will not be ordering from them again

I wish I'd checked out the reviews here before ordering a birthday cake from Patisserie Valerie, as I too have received a bashed & battered cake which is so disappointing - it may have been lovingly made, but that's where the love ended, as the parcel has spent a hot & humid day bouncing around in the back of a delivery van, and then, despite someone waiting in the house for the cake to arrive, the delivery driver made no attempt to come to the door & just dropped the box (possibly literally!) behind the car on our drive
Update: whilst initially PV customer service responded to my complaint about the poor delivery experience, they have now deleted my reply to them with further photos that they requested I send them, unread & deleted !?! .... so if you're looking for a cake smash style cake & appalling customer service this is the company for you, if not, I suggest you find a local baker to supply your celebration cakes !

I took ages choosing a wedding cake, I settled on the 2 tier cake from PV, scheduling delivery for the day before the wedding. Then I read the reviews and got seriously concerned…I contacted PV customer service for reassurance. Unfortunately PV customer services are a bit on the laid back side of things, which didn’t help my pre wedding nerves. They do get back to you but it does take a day. They advised scheduling the delivery for 2 days before and we agreed to bring the delivery date forward a day. They then sent the cake out the day before not 2 days before, via DPD. To my utter amazement, the cake arrived in the hour it was due to be delivered and in absolutely perfect condition. It was literally perfect, packed carefully and still frozen. I put it in the fridge overnight. On the day, we unpacked it and it was fully defrosted and still perfect. I would say it’s not huge and a bit small for 30 decent size slices, but I had other cakes for my 30 guests, the cake itself tasted amazing and certainly looked the part, I had added a personalised cake topper and silk peonies. Everyone was impressed as was I. I would definitely recommend the cake and faultless delivery it’s just the slightly slow customer service that might unsettle an anxious bride! For the money this cake is worth the price.

Initially charged for delivery when it should be free. Contacted PV but ignored. Requested the delivery be to a neighbour as wouldn’t be at home… IGNORED AGAIN and cake dumped on my doorstep on a busy road. Cake/package was not there when we got home. :-( Contacted them again……so far IGNORED AGAIN………
Amazingly I have now had a response from Anne in their ‘Customer Service Team’ who says that despite them agreeing that they did not following the correct delivery instructions and left the cake in another spot, they will not refund the money. Anne said that it was ‘my bad’ and that I should have used the DPD app to state a safe place………… I used the PV and DPD link supplied on purchase and stated my safe place to be my neighbours. Despite this, they delivered it elsewhere where they were distinctly told not to deliver!!!! PV have offered a replacement cake 2 days after my wife’s birthday!!!! DO NOT BUY with PV if you don’t have to. Cowboy operation hiding behind a fancy French name!!! Merde!!

I've recieved a cake today for my granddaughters 18th birthday tomorrow. It arrived squashed on one side and the frosting all over the lid. They've offered me a £20 credit voucher. What the hell can I do with that, I need to purchase another cake from somewhere before tomorrow. Shoddy packaging and inferior customer service. Stay well away if you want a lovely cake.

I ordered a cake for my daughter’s birthday (Order ORD0002035030), but the delivery experience was unacceptable. The courier left the parcel in direct sunlight and blocked my front door, making it impossible to exit. Due to the heat exposure, the cake arrived covered in frost and subsequently became wet and ruined as it defrosted.
​I contacted customer service with photos of the poor delivery placement and the damaged product, but I have been met with unhelpful, template responses that ignored the state of the cake. They offered a "gesture" I already have access to, and have since stopped responding to my emails. Extremely disappointed with the product quality and the lack of accountability. I would not recommend ordering from here if you need a reliable delivery.

The cake arrived damaged and not fit for purpose.

Instead of sending out a new cake which should be standard practise I was given a £10 towards the cost of another cake.

I won't be using this company again.

My advice is avoid.

Disappointed experience. Ordered online 10 days before delivery to be told a day before delivery that they can not deliver to my postcode. I have ordered cakes to the same postcode previously twice!
Unprofessional, won’t be using again.

No refund from Patisserie Valerie. I have ordered many cakes through Patisserie Valerie and always had a good experience, however in my last order for my daughter's 12 birthday, my cake never arrived. When I saw that the DPD delivery was delayed, I got in touch with Patisserie Valerie and they asked me to wait another day. By this point the cake had perished and was never delivered. Its been almost two weeks and I still haven't received a refund despite many emails asking for one. To make matters worse, I paid extra for Sunday delivery. Its a shame this didn't work out as the cakes are great - its just such poor customer service.

Absolutely shocking experience.
I ordered a cake for a birthday and what arrived was nowhere near the standard I expected. The entire purpose of a celebration cake is to look presentable, and this one simply didn't. It looked poorly handled and was not fit to be the centrepiece of a special occasion.
What made the situation even worse was the way the complaint was dealt with. Instead of taking responsibility and offering a proper resolution, I was offered a token £15 refund, despite the fact the cake was not delivered in an acceptable condition. I explained clearly why I felt this was inadequate and requested that the matter be resolved fairly, only to be completely ignored.
Taking someone's money is easy. Providing the product they've paid for and responding professionally when things go wrong is apparently much harder. The lack of customer care has been every bit as disappointing as the cake itself.
I have never felt so let down by a company. If you're ordering for an important occasion and expect quality products and decent customer service, I'd strongly recommend looking elsewhere

Wow £60 and I’ve never seen such a small cake, wish I’d gone to a supermarket now, cake wasn’t anything special just a total ripoff

cake arrived on the day expected, defrosted , bashed and battered. when we rang to seek assistance the lady on the phone didn't care and just said send in photos of the cake which we did.
it has put a massive damper on my wife's 60th birthday , having a bashed cake , but worse is that their customer service didn't care , offer a potential solution or even apologise . yes blame DPD , we know they are rubbish but it's the companies fault not their sub contractor, no wonder they had to close their stores . won't be using them again. at time of writing no response or update from them and we still have no resolution in sight

Sickly sweet and expensive cake. Described on their website as a Red velvet cake with cream cheese frosting but they had used much cheaper buttercream. I have complained on several occasions but their customer service people are ignoring my emails. Very unprofessional outfit.

I ordered a box of 12 macarons for 24.95, when they arrived, 8 out of the 12 were smashed, they were going to be used to decorate a cake, but they are unusable. I won’t be using this company again.

I paid nearly £23 for pre 12pm delivery didn’t arrive until late afternoon not happy if I had of know that I would never have paid for the guaranteed. The company did eventually respond and gave me £15 refund so have upped my stars. Cake was nice daughter liked it

TERRIBLE TERRIBLE TERRIBLE .
Cake delivered 2 days late and never arrived at all .
Was meant for birthday but never arrived .
Ruined it .
Poor customer service
they blamed it on delivery when I payed for the delivery and the money went to them . TERRIBLE . DISGUSTING . ATROCIOUS >:(

Cake arrived damaged despite me triple checking beforehand the cake would be handled carefully during delivery, personal plaque that I paid extra for nowhere to be seen. Contacted customer service and was basically told I misplaced the missing plaque and ignored the part about the damage to the cake. Then when I showed pictures and video I was and am still being ignored. Their rating on trust pilot compared to their website says it all really. Gave them a final chance to refund me before I report them to the CCPC ECC and blast them on all of my socials

This was ordered as a special treat for a special birthday. It was very, very disappointing in fact it is difficult to find anything to praise. The scones were much smaller than expected and dry and rock hard. The cakes were dry and pretty tasteless, the choux buns were just OK but very small. The delivery did not arrive until after 5pm on the requested day, presumably it had been on DPD’s truck all day
The positives: The packaging was good, the teabags,cream and jam were good.

First time I’ve ever bought a cake from here for my mum’s birthday, and I was really disappointed. The cake was very small and, to be honest, it was no better than a frozen cake you could buy from any supermarket. For the price, I was expecting something much more premium in terms of both quality and value. Unfortunately, I wouldn’t recommend it and I won’t be using them again.