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.
