Review Time
I placed an order for a £45 cake on 06/02/25 which was to be collected at the Harrow branch on 07/02/25. I waited all day on 07/02 for a conformation to say that it was ready but it never came. I tried to call Heriots several times on 01753 983125 but again no answer.
My partner then drove to Harrow at 5pm with our two young children to be told that they had no idea about the order and did not have it.
The staff gave us the smaller display one which we were told was freshly made. However on cutting & eating the cake early the next day, we found it to be extremely dry and disappointing .
I’m not sure how long the cakes on display but the one we received must have been at least a few days old.
Email sent 7 days ago but again no response.
Poor cakes, poor customer service, poor experience.
I placed an order for a £45 cake on 06/02/25 which was to be collected at the Harrow branch on 07/02/25. I waited all day on 07/02 for a conformation to say that it was ready but it never came. I tried to call Heriots several times on 01753 983125 but again no answer.My partner then drove to Harrow at 5pm with our two young children to be told that they had no idea about the order and did not have it.The staff gave us the smaller display one which we were told was freshly made. However on cutting & eating the cake early the next day, we found it to be extremely dry and disappointing .I’m not sure how long the cakes on display but the one we received must have been at least a few days old. Email sent 7 days ago but again no response. Poor cakes, poor customer service, poor experience.
They called me two days before the party to tell me the cake was out of stock. I ordered the cake well in advance and this experience is just not acceptable. Honestly, I’ve been ordering cakes from them for the past five years and they’ve just gone down hill. I won’t be ordering again.
Not even one star if that were possible.Heriots Patisserie has been one of the most frustrating customer experiences encountered.A cake was ordered for a partner’s birthday in January 2025. The wrong-sized cake was delivered, and it was not sufficient for the number of guests. A complaint was raised, and a voucher was issued with an expiry of January 2026.That voucher then became a source of repeated stress rather than compensation.The voucher was first used for a mother’s birthday. The order was placed well in advance to avoid any issues. Despite this, a cancellation email was received the day before the birthday, forcing a last-minute scramble to find an alternative cake.The voucher was then used again for a wife’s birthday in January 2026, once more with sufficient notice given between the order being placed and the required date. Yet again, a cancellation email arrived the day before the event, resulting in another rushed and stressful search for a last-minute replacement.As a result, three important family occasions were disrupted. No cake was ever successfully delivered, and the voucher ultimately expired unused. The original mistake was never properly rectified, and the so-called compensation proved completely meaningless.There appears to be no accountability or learning from previous errors, only repeated failures passed directly on to customers. Issuing vouchers that never result in a cake being delivered, rather than properly resolving the issue, is meaningless when orders are routinely cancelled at the last minute.This business has shown a consistent pattern of unreliability, poor communication, and a complete disregard for the importance of time-sensitive orders. Birthday cakes are not casual purchases. Cancelling the day before, repeatedly, is unacceptable.Not even one star if that were possible. If orders cannot be fulfilled reliably, they should not be taken in the first place. A premium price is charged, but the service delivered is anything but professional.Strongly advised to avoid, especially for any occasion that actually matters.
If I could give 0 I would. Ordered a cake 10 days ago, money taken and order confirmed. On day of delivery (Xmas Eve), get an email at 10am saying the cake is not available offering either another cake or a refund. Thats poor customer service and puts people in a difficult position. No communication earlier so no cake available especially as stores are out of stock and its Xmas tomorrow. A refund or replacement isnt going to help. Looking at reviews this seems to now be common and I should have not given them the benefit of the doubt. Clearly no respect for its customers and treat them as if the business is doing a favour. Meanwhile they take our money for over 2 weeks so we are providing free loans.
Unfortunately customer service is very poor - despite placing the online order 48 hours prior, at the end of the designated delivery day, a cancellation notice came through that they did not have the capacity to deliver to my area. Deeply disappointing as my child's birthday is the following morning. I will not be using this cake company again.
I wish I had read these reviews. I have previously bought Heriots cakes and they have been good. I ordered for a weekend delivery (quite expensively) well ahead of the date . On the confirmation email, it had no delivery date on it so it was impossible to check if they had the right information as the date approached. The cake did finally turn up very close to 5pm (a 9am - 5pm window is really very unhelpful without some on the day narrowing of the window). Fine - some communication over the course of the day would have been helpful but fine. However, the cake arrived badly damaged and could not be used for my daughter's 18th birthday the following day ... and at 5pm on a Sunday, it is pretty difficult to find a decent replacement cake. I wrote several emails to Customer Service - no contact all day Monday. In the end I had to ring them and they promised to write back to me within 5 minutes with a refund. Nothing. I called them 15 minutes later and they said 'we are writing the email now'. 15 minutes later, nothing. Their cakes are nice when they arrive in one piece but the stress is just not worth it. Cakes, by definition are always for a special occasion. Don't risk yours being ruined by using Heriots.
Ordered a red velvet cake for my wife’s birthday and the cake was old and rock hard. Paid £55.40 for it. They think they can get rid of the old cake for the business, but they don’t look further ahead for loosing their income. The sad thing is, it happened to us twice. No wonder they continuing shutting down branches. There products are terrible
DO NOT ORDER FROM HERIOTS. I placed an order for my baby shower cake a month in advance to ensure everything was perfect.On the day of the delivery, I abruptly received an email stating that the order had been cancelled, with absolutely no explanation as to why. I tried every available channel to contact Heriots, but I could not reach anyone.I finally managed to get through to someone at the Harrow branch, who explained that my address (in Buckinghamshire) was too far for delivery. If this was the case, why was I allowed to book and pay for delivery to this address a month ago?As a desperate, last-minute fix—and since I couldn't find anyone else to bake a cake—I had to agree to collect it from an address in Pinner/Harrow. This resulted in me having to travel 50 minutes during a busy day. The inconvenience this caused was massive and completely unacceptable.To make matters worse, the cake I collected looked nothing like the image advertised on the website, and the taste was incredibly disappointing, resembling a standard 'Cake Box' cake.I immediately contacted Customer Services to raise this issue and request a refund for the inconvenience and the subpar product. I have heard nothing back, and absolutely no refund has been processed.Thank you for the stress and for utterly ruining what should have been a beautiful highlight of my baby shower. This is the worst customer service and product quality I have ever experienced.
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Heriots has a long, proud history of creating desirable products that are chosen to take centre stage at our customers' most cherished moments. While our cakes and patisserie continue to evolve with our customers’ tastes and trends, our commitment to delivering the exceptional never changes.
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