Lissielou Reviews 

I am disappointed with the level of customer service I received.

I contacted the company within 24 hours of receiving my cake boards to explain that I was unhappy with the quality of the items. A member of the team apologised and provided a return address, and I returned the goods promptly via Royal Mail Tracked 48. The items were delivered successfully the following day and I had proof of delivery.

Despite this, my emails and telephone calls requesting an update regarding my refund were ignored for weeks. Communication was extremely poor throughout the process.

I was only refunded after threatening to leave a review and escalate the matter through PayPal, which should not have been necessary.

When I finally did receive a response, it consisted of little more than a perfunctory apology for the delay. When I provided feedback regarding my experience, I was then told by the individual corresponding with me that it was their “first time communicating” with me. In my opinion, this is not how a business should accept accountability for poor customer service.

Whilst I appreciate that the refund has now been processed, the overall experience and handling of the situation were very disappointing.

I’ve been a returning customer and have previously been happy with the items I’ve purchased, but my recent experience was a bit disappointing.

I ordered two items, one being fine, the tin I received was faulty. I contacted the company on the same day it arrived to report the issue. Rather than resolving it smoothly, they told me I was responsible for the return shipping — even though UK consumer law clearly states that if an item is faulty and within 30 days of purchase, the seller must cover the return cost and provide a shipping label.

I had to go back and forth over email, repeatedly explaining this — which was frustrating, especially as I believe they were already well aware of their legal obligations. To make matters worse, they ignored my clear request not to send a replacement and said they would send one anyway.(which I never received) I reiterated that I wanted a refund and for them to cover the return of the faulty tin.

Communication was slow and felt dismissive, with long delays between responses. In the end, I asked for some feedback or acknowledgment of how the situation was handled, and was simply told, “We’ve already refunded you,” as if that closed the matter.

I found the whole experience unnecessarily difficult and disappointing, particularly as a loyal customer. This situation could have been resolved quickly and respectfully, but instead it left me feeling dismissed and undervalued.

Consumer law gives us the right to inspect items sold over the internet but in this case LissieLou did not. My order was not customised, it was not made to order. The online description of the item gives no measurements and states the description as “approximate”. Furthermore it states the width of each Letter, Number & Symbol tile will vary.

When it arrived, it was clear that I could not see the item without opening its packaging (a small, replaceable cellophane bag).

I contacted them immediately on opening the order, the same day the order arrived, to tell them I wish to return it and also to inform them that a letter was missing from the set. I immediately paid for and placed an order for a replacement item, as a show of my goodwill.

They are refusing to allow my return because I have opened the cellophane bag.

They claim they can’t resell it as it’s an item intended for food use. However, their website states it is made from high quality, food certified PLA and is reusable. They advise before and after use, hand wash in a sieve with a sponge and warm soapy water and dry thoroughly. Therefore, completely resellable as with any other kitchen utensils sold online under the distance selling regulations.

Great company, quality items, would definitely purchase from them again. Lissielou cake ball toppers are the best!!

I purchased a variety of Double edged cake scrapers and a cookie stamp and they are wonderful! High quality and delivered quickly! Very impressed and will certainly be ordering again :)

I’ve ordered loads of cake toppers from this small family run business. Excellent speedy service, quality product and beautiful range of cake toppers/cookie stamps/cake stencils/cake decorating equipment and more! The personalised toppers are beautiful. They are also making masks (PPE) for the NHS at zero profit.