Patisserie Valerie

DPD don’t change the delivery time they give and also didn’t give an option for it to be delivered to a neighbour. As we had a hospital appointment at proposed delivery time I knew we wouldn’t be in. They wouldn’t leave the items and said re delivery next day. Item arrive in a crushed box, cakes everywhere inside and products totally defrosted, in fact everything was warm. Customer service not at all interested in the lack of flexibility from their chosen delivery company. A lot of money spent for poor delivery and damaged products. Won’t be ordering again.

I ordered a cake from Patisserie Valerie for a special occasion for my mother. I stayed home all day with my baby specifically waiting for the delivery.The courier, DPD, left the parcel unattended at the entrance of my building, which is a communal area accessible to other residents and members of the public. I did not nominate a safe place and the parcel was never handed to me.This was particularly concerning because the item delivered was a cake, which is a perishable product that should be refrigerated and not left unattended in a communal area.When I went downstairs expecting the delivery, the parcel was no longer there.I contacted Patisserie Valerie immediately, but their representative Lynn from the PV Team informed me that they would not offer a refund because their policy does not cover parcels that are lost or stolen after delivery confirmation even when the item has been left in a communal entrance.I found this response very disappointing. A company policy that leaves customers out of pocket in situations like this does not adequately protect customers. I would have expected better accountability when a delivery has not been placed directly into the customer’s possession.I was also surprised by the actions of DPD. I expected a delivery driver to ensure that a parcel especially a perishable item like a cake was handed directly to the recipient rather than left unattended in a communal building entrance.Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, goods remain the responsibility of the retailer until they are delivered into the physical possession of the customer or to a safe place nominated by the customer. I did not nominate a safe place and the parcel was never handed to me.Unfortunately, I had to purchase another cake at additional cost, and the situation has been handled poorly.I hope Patisserie Valerie reviews how situations like this are handled in the future, as customers should not be left out of pocket for deliveries that were never properly received.

Completely let down by Patisserie Valerie. My order was initially delayed but with a promise to deliver the same day, however it never arrived. Bearing in mind it contains perishable products it has been rescheduled by DPD to be delivered on Monday, 3 days late, which means that the products will be inedible. Why they can’t recognise their error and schedule delivery for Saturday morning rather than the Monday shows the complete lack of customer value that both Patisserie Valerie and DPD have. There response will no doubt be, ‘don’t worry you’ll get a complete refund’ despite the fact that we’ve ruined your surprise present! I will not be using this company again!

Ordered inscription and it looked nothing like the name I requested, made my son’s birthday cake look terrible. Sent photos and asked for a refund and was told policy is not to refund and they offered a voucher (as though I’m going to order again!)