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.
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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.
