benscookies.com Reviews 31

My family and I have been loyal customers of Ben’s Cookies since 2006. Our family home is close to the Bath premises, and over the past two decades we have consistently supported the store and recommended it to others.

Today, after purchasing two cookies (£5), my sister and I asked if we could borrow a pen from the counter to write a birthday card. The sales assistant who’d attended to us buying the cookies said would could. We stood at the ice cream counter, out of the way, and were close to finishing when a different, young sales assistant with black hair abruptly shouted at us, repeatedly saying “you need to move.” The shop was busy, with a queue outside, but her tone and manner were entirely unacceptable.

I explained that we had just bought cookies, had borrowed a pen from the store, and were almost finished. Despite this, she continued to repeat the same phrase in a raised voice. Her behaviour was unnecessarily aggressive, humiliating, and wholly inconsistent with basic standards of customer service. As someone who is nearly 50 and has worked as a lawyer for 25 years, I have never been spoken to in such a disrespectful manner in a retail environment.

This experience has left us deeply disappointed. After twenty years of loyalty, we will not be returning to Ben’s Cookies as the staff clearly are not trained in customer service.

One of the worst services!!!! I placed an order last week for delivery on 9 Dec I have had no update , cannot contact no one and they don’t respond to emails

Please avoid this company and ever ordering from them you will not get your order or any kind of communication

Changed the recipe! Why play with it if it was already good... COOKIES NOW STALE AND TASTELESS. Save your money and go elsewhere

DON’T BUY FROM THEM!!!!

Worst company to deal with. Delivered a day late with no sorry or refund or notification.
Impossible to speak with anyone to see where you order is.
NEVER AGAIN!!!!

Ordered in plenty of time for my partners birthday, selected nominated day to arrive the day before but the cookies didn't arrive.

I messaged Ben's Cookies and received an email from Anabell saying "There's nothing we can do".

Yes this is probably DPD's fault but it is down to the retailer to rectify the situation.

Instead I got a "no can do" from Annabell.

I've been a loyal Ben's Cookies customer and advocate for 6 years. Not any more, I'm off to Millie's and spreading the word!

Best cookies in London. Must have if you haven't tried yet!

I have been eating Ben’s cookies since 1985. Any chance I get to visit a town with a Ben’s cookie shop I always take the opportunity to buy some and I’ve never ever been disappointed. However in the last year I have been given as a gift an online order of Bens cookies on three separate occasions because my friends and family know how much I love them and I don’t live anywhere near a Ben’s Cookies store. They are nothing at all like a bench cookie should be- I’ve eaten enough of them to know! They are dry and stale. Ben’s cookies should be goey. The online cookies are absolutely terrible, and I would never ever advise anybody to order these online Always go to a store because the cookies are completely and utterly different

Too busy nattering with each other to serve the customer.

Appalling service, do not order online!

I usually spend quite a lot on Ben's cookies but I couldn't make it to the store and decided to order online. £33 later, the order arrived at the wrong address and completely broken to bits. Very embarrassing as it was a gift. Customer service was absolutely useless and didn't care that they shipped a poor standard product. You need to go directly to a store and NOT order online.

My husband and I have been visiting Ben’s Cookies for years in the covered market. During our recent pregnancy it became a ritual for us to go to Ben’s, so with his first birthday as a father coming up I ordered a tin online.
I placed my order two weeks in advance. 4 days before the order was due I received an email saying ‘we didn’t realise you’d ordered so we cannot complete this order. We can refund you or you can receive your order at a later date’. It was the worst customer facing email I have received in a very long time! After emailing back asking what date they could arrive on - they responded saying ‘sorry we don’t know’ - why bother offering to deliver my order at a later date… A business reminiscent of Fawlty Towers!
I am yet to receive a response, a refund, there was zero offer of compensation or goodwill which would have been good customer service.
I would advise anyone reading this never to order on their website, and this experience has tainted my opinion so think we’ll avoid spending our money with you moving forward.

I’ve bought cookies here many times, and they are delicious! The price is reasonable, each one costs around 2-3 GBP, and they taste amazing. They come in many flavors, and there are even some vegan options. I highly recommend them!

I LOVE bens cookies but unfortunately don’t have a store anywhere near where I live. I decided to order online and my advice would be do not do this. They taste vile, I ordered on the 20/2, they were posted on 21/2 and arrived on 22/2 so I expected they’d be relatively fresh. WRONG. They taste like they were made 2-3 weeks ago, dry and rock hard. Nothing like the soft gooey ones you get in store, waste of money because nobody will eat the rest there that bad.

The website is an absolute pain in the a** to use!! It nearly made me want to give up.

After finally being able to order (my first order was cancelled which meant I couldn’t use my discount code😢) the order confirmation said i’d ordered 3 boxes when I’d paid for 1 box. I did email customer service but didn’t hear back. Fortunately only one box arrived and they are pretty tasty for delivered cookies.

Overall a good experience. They arrived on the day I selected which was 2 days after ordering. Would recommend a website and customer service revamp.

Cambridge store has stopped making coconut…. Whhhhhhyyyyyy!???? 😞

UR MATCHA COOKIES R BOMB
just dont forget to always heat it up bae x

Sweeter than anticipated. Whole lump of chocolate in the centre gave me headache. To much chocolate, too little of the rest of it in some of these cookies.

Amazing cookies, so chocolaty I would definitely go again.

GREAT COOKIES!! The waiting time was a bit much, but it was all forgotten when I got to taste the cookies! I just moved to London and will be a client!

Amazing cookies, absolutely love them
Any time I go to London I make sure I always get some as there’s no shops down south. Best cookies I’ve ever had

I've visited a few of Ben's Cookies shop and ordered online and absolutely love their product. Best cookies in the world.