Review Time
⭐☆☆☆☆
Ordered a Valentine’s Day gift well in advance and it was dumped on the street outside my apartment building by their courier with no attempt to ring the intercom or contact me. Unsurprisingly, it disappeared.
Customer service took three days to respond and simply issued a refund — leaving me with no gift on the day. The only “goodwill gesture” offered was 20% off a future purchase (i.e., spend more money with them).
For a brand that markets itself as premium, the delivery standards and resolution process were extremely disappointing. Sadly, I won’t be ordering again.
As a devoted admirer of high-end patisseries, I am genuinely let down by my recent encounter with the service. I ordered a chocolate fondant cake from a well-known retailer, anticipating a soft, moist dessert made from quality dark chocolate—a product worth its premium price. Unfortunately, what we received was dry, bitter, and had an almost burnt flavor. It was unenjoyable, and none of us could appreciate what should have been a highlight of our afternoon. To add to my frustration, I have attempted to contact customer support multiple times via email, but I have received no response at all. For a luxury brand that charges over £30 for a single cake, the lack of basic customer service and quality oversight is unacceptable. I now find myself comparing this experience to other brands, which consistently offer fresher, tastier cakes and are supported by responsive customer service. It is perplexing that a brand with such a reputation and price point would deliver a product of this quality and then disregard customer feedback. If the brand wishes to uphold its standing in the luxury patisserie sector, it must enhance both its product quality and its approach to customer service.
As a devoted admirer of high-end patisseries, my recent encounter with the service has left me deeply dissatisfied. I ordered a chocolate fondant cake expecting a rich, moist dessert that befits a premium brand. What I received was dry, bitter, and nearly burnt on top, making it unenjoyable for all of us. To exacerbate the situation, my attempts to reach customer service have gone unanswered. For a luxury brand charging over £30 for a single cake, the lack of basic customer care and quality control is inexcusable. This experience starkly contrasts with other brands that offer fresher products and attentive service. If the service wishes to maintain credibility in the luxury market, it must urgently enhance both product quality and customer relations.
This is the most disappointing customer service I have ever encountered. I placed an order two weeks before a special occasion, but only one item was delivered. When I inquired about the missing item, I was informed it was out of stock. They promised an alternative, but I never received it. Despite countless emails and promises of a response from management, I have heard nothing. It has been nearly a month, and I still haven't received a refund for the out-of-stock items.
I placed an order on the 24th, and by the 25th, I received an email confirming it had shipped. My profile also shows the order as shipped, with a requested delivery date of the 27th. However, the delivery service did not have the parcel on that date. When I contacted customer service, they informed me that one item was out of stock and claimed they had sent me an email and a voice message regarding a replacement, which I never received. I requested to cancel my order and a refund, but several days have passed with no updates. My order status still indicates 'shipped.'
While the product packaging is excellent, the website is incredibly confusing. I managed to order macarons for click & collect in the UK while living in Ireland, intending to send them to a friend. It's all so unclear, which is surprising in this digital age. There’s also a spelling mistake on the UK site addresses. Now, I have to wait for customer service to reach out, as I cannot edit or cancel my order, which seems wrong.
At the airport location, the staff member was unfriendly and unhelpful. I requested a specific box for a gift, but while I was distracted choosing flavors, I received a different one. I never expected to leave a negative review for such a reputed brand.
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