Cutter and Squidge Reviews 

Reply from Cutter and Squidge

Mar 18, 2026

Hi there,

Thank you for leaving a review — we take every piece of feedback seriously and we really want to look into this for you.

We've searched our records carefully using the details provided and we're not able to locate a matching order. It's possible there may be some confusion with a similar retailer, or if you ordered under a different name or email, we might just be missing each other!

Please do respond to our request for information and we'll investigate this right away. We're committed to making things right when something's genuinely gone wrong — we just need to find you first! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi there,

Thank you for taking the time to share this — and we're sorry your first experience with us came with a few bumps along the way!
The checkout address fields can sometimes behave unexpectedly — it's a known quirk of the shopify platform and something we always recommend double-checking before placing your order, especially for gifts. We're sorry that added friction when it should've been the fun part!
On the delivery charge — we'd genuinely like to look into this for you. Our free delivery threshold does come with some conditions depending on the product and delivery option selected, and we want to make sure what you saw on the website was clear and accurate. Could you drop us a message at hello@cutterandsquidge.com with your order details? If anything wasn't right, we'll absolutely make it right.
We really hope you'll give us another chance — because you've done all the research and haven't even tasted anything yet, and that would be a shame! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Atifa,
Thank you for sharing this — we can see that your order did arrive safely on your chosen delivery date. We hope it was worth the wait!

We completely understand the frustration around the discount, and we want to explain the "next day" wording that clearly confused things. When an order is placed after our 4pm daily cut-off, it enters our system as a next-day order from a processing perspective — even when the actual delivery date is the day after. It's a behind-the-scenes distinction that we clearly didn't explain well at all, and we're sorry for that.

The 30-minute window to amend or cancel orders exists because our bakery begins production quickly after cut-off — but we know that doesn't make it any less disappointing when you've just placed a large order and spotted a discount you'd missed.

We have offered you a 15% off your next order as our way of making sure that discount wasn't lost to you entirely, and that offer absolutely still stands. We're sorry if we left you feeling ignored at an already frustrating moment.

Reply from Cutter and Squidge

Mar 18, 2026

Hi there,

This is the kind of review that genuinely makes us stop and smile — thank you so much. The fact that it's not just the cakes but the whole experience that you love... that's everything to us. That's exactly what we set out to create.

We started C&S because we believed indulgence should feel joyful, not fussy. Hearing that you feel that every time means we're doing something right!

We're so lucky to have you — and we can't wait to keep surprising and delighting you. There's always something exciting just around the corner! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Iromie,

Oh, this has absolutely made our day — thank you! We're so happy the brownies hit the spot. It's one we're really proud of, so knowing it brought you joy means everything to us.

We'd love to see you back again soon — and if you ever want to try something new, our team is always happy to point you in the right direction. See you next time! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Jana

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

Mar 18, 2026

Hi Carolina

Oh, this has absolutely made our day — thank you! We're so happy our chocolate cake hit the spot. It's one we're really proud of, so knowing it brought you joy means everything to us.

We'd love to see you back again soon — and if you ever want to try something new, our team is always happy to point you in the right direction. See you next time! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Chiara,

This is the kind of review that genuinely makes us stop and smile — thank you so much. The fact that it's not just our products but the whole experience that you love... that's everything to us. That's exactly what we set out to create.

We started C&S because we believed indulgence should feel joyful, not fussy. Hearing that you feel that every time means we're doing something right!

We're so lucky to have you — and we can't wait to keep surprising and delighting you. There's always something exciting just around the corner! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Amy,

We're so sorry — this one is entirely on us and we completely understand why you're frustrated. What happened was a tech glitch on our end that meant your additional afternoon tea box didn't process through to our kitchen, even though the payment was taken. That's not okay, and we're really sorry it happened — especially when you were ordering for a family event.
You absolutely shouldn't have had to chase us twice, and we apologise for that too.

If our team hasn't already been in touch to resolve this for you, please reach out directly at hello@cutterandsquidge.com and we'll make sure your refund for the missing item is sorted immediately. You shouldn't have to wait any longer for that.

We hope the afternoon teas and brownies that did arrive brought some joy to your family celebration — and we'd love the chance to do better by you next time. x

Reply from Cutter and Squidge

Feb 14, 2026

Thanks so much for sharing your feedback. This doesn’t sound quite right, so please do reach out to us at hello@cutterandsquidge.com. We always want to make things right and ensure every experience feels as special as it should.

Customer Experience Team 🍰

Reply from Cutter and Squidge

Mar 18, 2026

Hi Sophie,

Oh, this has absolutely made our day — thank you! We're so happy our vegan chocolate fudge cake hit the spot. It's one we're really proud of, so knowing it brought you joy means everything to us.

We'd love to see you back again soon — and if you ever want to try something new, our team is always happy to point you in the right direction. See you next time! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Joanne,

This is the kind of review that genuinely makes us stop and smile — thank you so much. The fact that it's not just the vegan chocolate caramel cake but the whole experience that you love... that's everything to us. That's exactly what we set out to create.

We started C&S because we believed indulgence should feel joyful, not fussy. Hearing that you feel that every time means we're doing something right!

We're so lucky to have you — and we can't wait to keep surprising and delighting you. There's always something exciting just around the corner! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Tracey,

The fact that you trust us with the people you love most — that genuinely means everything to us. Being someone's go-to gift for their mother in law is such an honour, and we never take it lightly.

Every product that leaves our kitchen is made with exactly that in mind — that someone somewhere is going to open it and feel really, properly special. And you keep making that happen. So thank you — not just for choosing us, but for spreading a little C&S joy to everyone around you.

You're basically an honorary member of the team at this point! x

Reply from Cutter and Squidge

Mar 18, 2026

Hi Sharon,

Thank you so much — this has made us really happy! We're so glad you appreciate the details we have on our website and we really appreciate you taking the time to share this.

We always want that fifth star — so if there's anything we could've done to make it perfect, we'd genuinely love to know. Drop us a note at hello@cutterandsquidge.com anytime. We're always listening! x

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