Patisserie Valerie Reviews 

Pointless ordering a cake for delivery, im sure it will taste nice but the first cake arrived on my doorstep upside down, it was unusable, customer service we're good to be fair and sent out a replacement, but this cake also arrived damaged. Lesson learnt for next time, cakes do not survive in the post!

Sadly i had problems with my getting my cake to my address but the customer service team was faultless they did everything they could to help me and i was refunded my money the team where so helpful

Ordered the Rose and Elderflower cake for my daughters wedding.
Cake arrived on time, was packaged well.
Cake tasted amazing. Would definitely recommend

This is my second Patisserie Valerie order, but first for the Signature Collection Cupcakes. These are light and fluffy morsels of indulgence. (I'm glad that they could be frozen as there are only two of us and they are very moreish!) I would definitely buy these again and the free delivery offered was a nice gesture and good incentive for a special occasion. Delivery came earlier in the day than expected, but as my order was delivered to a safe place it was not too much of a problem as I was in at the time and received confirmation of delivery. This meant I could collect my cupcakes soon after delivery from my safe place. Thank you Patisserie Valerie.

This company has left me without a cake for my son's 21st birthday on Easter weekend! 😡 I only found out this was going to be the case when I checked the tracking! Their customer service has been nothing but incompetent, to the point I actually had to ask if they had any brain cells! So please avoid if you want to avoid any disappointment! The fact that they send out emails to their customers saying "Hey mister" (even though I am female) should have told me how unprofessional they are!

A terrible service, no one followed through on my 16 Easter orders - I would never purchase from this company again despite the name.
Management have failed and have failed the original proprietors.

Refused a refund or even a partial refund for the Mothers' Day Victoria Sponge Cake. They said they don't give refunds. Please copy and paste this for your card company, as you can raise a direct debit dispute. These cakes are expensive for what they are, and it's awful that they are delivered in such poor quality.

Evidence for Refund Dispute: Patisserie Valerie Cake Delivery
1.
Product Quality: "Not as Described" & Structural Failure
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Issue: The cake arrived in a "wonky" and tilted condition.
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Fact: This indicates a failure in structural integrity during the 24-hour transit or pre-shipping phase. Under the Consumer Rights Act, goods must be of "satisfactory quality" and "as described" upon arrival.
2.
Impact of 24-Hour Dry Ice Transit (Dehydration)
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The Seal Requirement: For a cake to survive 24 hours in a dry ice environment (-78.5^\circ\text{C}), it must be perfectly airtight/hermetically sealed.
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Technical Fault: If the seal is not 100% effective, the dry ice acts as a powerful dehumidifier. Through sublimation, it pulls the moisture directly out of the sponge and cream, leaving the cake "dry" and "tasteless."
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Result: The dryness described is a direct result of inadequate moisture-barrier packaging during the shipping process, which cannot be corrected by any defrosting method.
3.
Lack of Essential Handling Instructions
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Failure of Disclosure: No specific defrosting or "fridge-to-room-temperature"
4.
Failure of the "Fit for Purpose" Test
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A premium cake that arrives physically dry, tasteless, and structurally damaged is "not fit for purpose." The seller’s refusal to refund based on a storage technicality is invalid when the product was already degraded by the shipping environment (CO2 saturation and moisture loss).

Summary for Dispute:
The fault lies with the merchant’s packaging and shipping method. The 24-hour exposure to dry ice without a sufficient moisture seal caused irreversible dehydration of the cake.

I ordered a cake for my husband's birthday to be delivered to a holiday home in Cornwall over the Easter holiday period. I contacted Patisserie Valerie before placing my order and asked if they could confirm that DPD were able to deliver my cake on 4th April, this being the Easter weekend. They replied stating they could deliver my order. However, five days before delivery was due they emailed me to inform me that DPD could NOT deliver as agreed and offered me two alternative dates. Both dates were unsuitable being either before we arrived at the holiday home or at the end of the holiday as we prepared to leave. I had no choice but to accept the refund they offered. Despite a cursory apology there was no real acknowledgement of their mistake in misinforming me at the time of order and the poor customer service I subsequently received. I then spent a very stressful 24 hours trying to arrange an alternative cake for my husband's special birthday celebration. I will never use Patisserie Valerie again and I do not recommended them based on my experience with this order.

In October 2025 i ordered a birthday cake for my daughter. It said it had been delivered but i did not receive it. Patisserie Valerie eventually gave me vouchers as a refund but this was no good to me as my daughters birthday was ruined. Then in 13/02/26 i used the vouchers to buy a valentines cake and a box of pick and mix slices. First of all i only got half of my order. The big cake was missing and after emailing Patisserie Valerie they admitted they did not send out my full order and sent the cake out to me afterwards. I explained i have cancer and the cake slices were probably my last tea with my family and the valentines cake was for probably my last valentines day. They totally ruined three once in a life time accasions for me. I paid £54.71 for the first cake. As it was not delivered they insisted in giving me vouchers even though they let me down and i would have expected a cash refund. Then the second order i paid for with the vouchers and £19.85. So in total i paid them £74.85 in cash. They sent me the wrong cake slices. Me and my daughter were allergic to some of the ingredients in the cakes they supplied. Then after back and fourth to at least three different people, they told me they were sorry and i did not need to send them any proof of going to the hospital. Then they told me we will refund you and that's it because you will not send us proof from the hospital that you had a allergic reaction. The hospital didn't give me anything to say i was there. This was a huge health and Safety issue and ruined three once in a life time events. I asked for compensation and they refused. I think their attitudes are disgusting and i will never order from them again. Their cakes get delivered frozen and you have to defrost them before serving. I can honestly say they make the worst cakes i have ever had. I have now contacted my solicitor and health and safety. DO NOT EVER ORDER FROM THESE PEOPLE!!!

Birthday Cake arrived completely defrosted and damaged so can’t be used for the party paid £57 offered £20 voucher. Have to now purchase another cake at short notice.

This once great company has gone to the dogs! I have been trying to open an account and order from them for over a year with no success. Such a shame how this company has gone downhill. Communication is non existent.

We ordered our wedding cake from Patisserie Valerie in good time...a week before. It was due to arrive on the 18th March 2026. We are renewing our vows on 20th March. They said they would deliver the cake on 20th March when it takes a day to defrost. Very dumb response. We are so disappointed with the company. They do not even deserve 1 star. They deserve 0/10. My advice don t buy something as important as your wedding cake from them😡

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!)

Ordered a box of chocolate treats to be delivered for a friends 45th wedding anniversary. Royal Mail failed to deliver due to a minor error in postcode (despite having delivered mail to the correct address with the incorrect postcode for 10+yrs).

Reached out to Patisserie Valerie straight away to ask if they could send the returned item out & that I’d obviously pay for a second set of postage …

Their reply… They won’t accept the returned item & that I’m welcome to place another order online !

Worst customer experience I’ve encountered for quite a while & they certainly won’t be getting any more business from me 🫤

PS: I did give them the opportunity to resolve before bringing this to social media.

Meringue coating absent on more than third of the cake is supposed to be called “ rustic” I will call it cheap and dishonest.
They have lost a customer!

Birthday cake arrived ONE DAY LATE WITHOUT any communication. When complained ALL they did was shifting the blame on to the carrier, saying the had issue collecting. Apparently, they had made a fresh cake for the delivery which arrived frozen. What a customer service ! Never Again

Our cake arrived covered in black hairs that were very visible through the packaging before it had even been opened. The customer service team via email (no phone available on Sundays) tried to claim there was nothing wrong and offered a voucher or a replacement on the next dispatch. This was ridiculous given the attached videos that clearly showed the problem, and the fact our wedding was the next day at 10am.

Absolutely do not use this company. I will be reporting them if they do not process my full refund.

Update: they finally processed the refund after having to argue. Was very frustrating having to repeatedly prove that the cake had come like this and their insistence there was nothing wrong was frustrating. Definitely avoid the company, I will not be ordering again and have had to get a cake from Asda as my wedding cake now