Review Time
I ordered birthday cookies that arrived looking exactly like the photo – they were fantastic and reportedly tasted great too. The representative promptly replied to my email regarding the shipping date, and they arrived on time. I was very pleased with both the biscuits and the service provided. Thank you!
We contacted The Cookie Collaboration for a real last minute request to create branded cookies for our new product launch. It was a complicated brief; several different cookies, all in different colours, with our new logo. Amanda was very quick to reply, came up with some great ideas, and delivered three days earlier. The feedback I've had internally has been so positive, my team are so happy to receive little personal touches like their own name on one of the cookies in the little box. Thank you for pulling this out of the bag with such short notice - and for totally exceeding expectations!
Amanda was very quick to reply to my email to take my money, but now there has been an issue with my order I am getting no response. I emailed before hand to confirm the dispatch date as this was incorrect on the website, order was dispatched two days later than agreed and missed the birthday. She is very reluctant to answer any emails - would not recommend this company!!
I ordered a birthday message box of cookies. Although I specified a date, the biscuits weren't even dispatched until after the date requested. The biscuits arrived jumbled, not arranged as ' happy birthday' and my emails were repeatedly ignored. The biscuits were good quality but I've had better value for money and much better customer service from other biscuit companies.
Extremely disappointed by this company. I ordered bespoke cookies for a family celebration. They did arrive on time, but half of the cookies were broken! I immediately contacted Amanda, but she responded that the delivery is not within her responsibility! This - for a company which exclusively works through online orders, without any physical store where you could collect them - cannot be right! There was no exchange of the broken cookies or any other form of help even though I emailed her several times. She offered refund for the broken cookies, which however never got issued. The results of my order with this company are broken cookies which could not be used as intended, dozens of emails from my side without reply, and a promised refund which I never received. Could not have been worse!!!
Very poor service, won’t let me leave a review on Facebook. Me and my sister ordered birthday cookies for each other with 3 weeks notice, we heard nothing from this company so had to send a number of emails and after a few days we got a reply to say they were posted on the Tuesday which was two days before other birthday and then said they got lost in the post! Still haven’t received either box and we believe she didn’t even make them in the first place as Royal Mail would not loose 2 parcels going to the same address, she has refunded 1 order so far as a gesture of good will. What a joke I won’t be ordering from this company again.
I ordered 130 bespoke cookies for my wedding which didn’t arrive on time. Despite knowing my wedding date months in advance, the cookies were only posted two days beforehand (on a Thursday - my wedding was on the Saturday), allowing one working day for postage. Bearing in mind, the cookies were being sent from Lancashire to Glasgow, so I had expected these to be posted at least a few days prior. I also had to chase for confirmation of postage/the estimated date of arrival beforehand, which should have set alarm bells ringing at the time. I wasn't provided with proof of postage to confirm the exact postage date/time - instead, I was given a tracking code by email (which didn't actually show any updates).I was contacted again by the company owner on the Thursday evening to advise that there was an apparent issue with the courier and my cookies would need to be posted by Parcelforce the following day instead (one day prior to my wedding), directly to my venue. I was told that delivery would be guaranteed by 12pm, but after arriving at the depot on the morning of my wedding, they sat undelivered for a further two days – finally being delivered to my venue on the Monday (by which time I was on honeymoon) so these had to be collected by a family member in my absence. Again, proof of postage wasn't provided and I was given a tracking code by email instead. In hindsight, I suspect that the correct delivery method wasn’t used (the next day delivery service doesn't include Saturdays and an additional fee applies to guarantee this). I also checked with Parcelforce afterwards, and there were no issues with the route, parcel or driver which would have caused a delay or affected delivery, so the choice of delivery method was the only logical reason for this.A few days after my wedding, I complained to the company owner by email and asked for a refund, but was initially ignored. I finally received a response a week later (after I had to send a follow-up email), and although the owner did apologise, they accepted no responsibility. As a “goodwill gesture” my £24.99 delivery fee was refunded, which I found insulting given how much I had paid for cookies which had arrived late and were no longer fit for purpose.In her response email, I was also advised by the company owner that the cookies would be fresh for up to four weeks from delivery so I could still share them with family and friends. This was impossible, since many of our wedding guests had travelled from across the UK and internationally, and had already travelled back home by the time the cookies finally arrived. If, as the owner confirmed, the cookies stayed fresh for so long after being baked, and it wasn’t essential that they were eaten immediately after delivery, then why weren’t they posted to me sooner? It highlights extremely poor planning and time management, and also demonstrates a lack of professionalism. I had paid all invoices quickly, and well in advance of all payment deadlines, so there was no other reason why the cookies were dispatched so last minute.For others thinking of using The Cookie Collaboration, I’d urge you to reconsider. This experience caused me unnecessary stress in the days before and after my wedding, and also on the morning of my wedding, which is completely inexcusable. I also noticed that there are no reviews on The Cookie Collaboration’s Facebook page (these have either been deleted or reviews have been turned off entirely), which is very telling.If orders cannot be honoured by a specified date, then they shouldn’t be accepted in the first place. Likewise, full payment shouldn’t be requested or retained if a customer's order cannot be, or hasn’t been, successfully fulfilled as per the agreed terms. The customer service I received from this company, particularly post-delivery, was extremely poor. Both my time and money has been wasted - hopefully this review will save others from a similar negative experience.
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Beautiful, freshly baked hand decorated cookie gift boxes and favours for family occasions & corporate events. Hand iced with love and delivered to your door! @thecookiecollaboration
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