Patisserie Valerie

I ordered a cake for my son's birthday and paid an extra £15 for next-day delivery. The time slot was 1 PM - 2 PM, but the cake arrived at almost 6 PM, which ruined the party. The cake was defrosted, so we didn't eat it. Never again.

Ordered a cake and a gift box to arrive for Christmas. The courier DPD did not attempt delivery correctly despite saying they had twice (proof of age was required) I personally waited twice to take delivery of the items and wasted a whole day each time. The courier app states you are next and then the notification is “sorry we missed you” I contacted PV immediately and was basically told oh they couldn’t deliver because you couldn’t provide proof of age and the items will be destroyed as they are perishable. Due to it being the festive break DPD did eventually deliver on 29 December but obviously the cake and gift are useless. PV refused to refund even though the goods cannot be used. Their excuse is that it is my fault as I did not provide proof of age to take the delivery on the 22nd and 23rd. They refuse to acknowledge that their courier failed to attempt delivery correctly because if they had knocked and asked for ID, I had it ready and waiting. A total waste of over £75 which in my view is theft by PV. I will not use this company again and have taken up the issue with my payment provider.

Ordered a birthday cake on 9th November 2025 with expected delivery on 23rd December 2025. Order confirmation comes through confirm exact cake order as well as requested inscription service (I’d requested “Happy Birthday Mummy!”. Cake is delivered on time without issues, however inscription that I was fine to pay for, was not exercised, meaning just a plain cake was baked and delivered. Contacted customer services; had responses from both Randy Navarro and Hansel Albay, both of whom were absolutely useless in providing a solution to try keep a potential returning customer, as they claimed I was not charged for the inscription service and paid for the cake only. I was trying to get a point across that when I placed my order, the order confirmation shows the inscription service was requested and placed within my order. I responded to say I wasn’t fussed about the costings and so wasn’t looking for a refund but hoping for a resolution as to what could be offered, to support their issue of not exercising the placed request; but they kept directing me to look at their website to compare the cost and to see I did not get charged extra. I tried highlighting that the reason why someone is willing to pay for their excessively priced inscription service, is to make the cake more personal and special for the occasion. If my order confirmation shows the inscription service is placed, it’s also not a customers duty to call up and check to see if everything is ok with the order. If something is placed but not charged for, why would it show on the order confirmation?!? Them (Randy and Hansel), then referring me to see that I did not get charged extra, defeats my point of frustration and clearly their customer services team have development needs. To order a plain cake, I could have easily went to a Lola’s, Cafe Concerto, or any other cheaper (such as local supermarket) patisserie, for the purpose of securing a cake. Unfortunately, if you are planning to order a cake with inscription service, such as wishing someone a “happy birthday”, be warned that they will likely expect you to also do their job in calling up and checking to see the order was placed correctly and will hold no fault in the order confirmation that you’d receive. Overall, the cake wasn’t anything special and I’d recommend consideration to one of the alternative patisserie bakers as mentioned above, as I will definitely be doing so myself.

Ordered the chocolate cake for Christmas, arrived on time so no problems with that, but wasn't impressed with the cake at all. Considering the price it tasted like it had been baked sometime ago. I have tasted better supermarket cakes. Very disappointing.