Patisserie Valerie Reviews 

I’m very disappointed with my recent experience ordering from Patisserie Valerie (Order ORD0001783554).

I ordered an afternoon tea gift through their website and entered the delivery address correctly several times. Unfortunately, due to repeated payment failures on their checkout system (PayPal and Google Wallet both failed multiple times), their website automatically changed/auto filled the postcode on my order without my input. This resulted in a non-existent address and, understandably, the order could not be delivered.

I immediately contacted customer service to explain that this was a technical fault on their website, not a mistake on my part. Despite providing a detailed explanation and referencing the Consumer Rights Act 2015 (which requires that digital services be provided with reasonable care and skill), the company refused to issue a refund. They instead cited their refund policy for “customer address errors” — even though the error was caused by their own system malfunction.

The lack of accountability and empathy from their team was extremely disappointing. I received slow responses, dismissive replies, and no recognition that their technical issue caused the problem. What should have been a simple gift order turned into a frustrating and expensive experience.

I’ve since had to reorder, paying extra costs and dealing with the embarrassment of a delayed gift — all because of a website fault that Patisserie Valerie refuses to take responsibility for.

I’ve always enjoyed their products in-store, but this experience has completely undermined my trust in the company’s online service. Until they improve their customer service and refund policy for situations like this, I cannot recommend ordering from their website.

Ordered a red velvet cake as a treat to myself for my birthday
The cake arrived followed all the instructions went to try a piece and the sponge was so dry
Sand would be more moist than this cake it was that dry
Of course I reached out and expressed my disappointment this cake wasn't cheap
They gave me a £10 good will gesture and said they don't refund for quality issues but as a consumer if I went and purchased a generic birthday cake from a shop and it tasted like that I'd expect quality and I'd also expect a full refund, it's their job to make sure their products are fit for consumption and this certainly wasn't
I've had to open a case through PayPal to try and get my money back

The cakes that are delivered are all frozen making them tasteless bland and soggy DO NOT WASTE YOUR MONEY never been so annoyed at spending £29 on a cake and it being so rank wish I’d spent extra went to a small baker and got fresh! It was tiny also thankfully as it was gross butter cream was just butter no sugar jam was strange texture due to being frozen! Really bad plz read the reviews on the web page before ordering horrible long lasting after taste

I was really looking forward to the cake I ordered, but sadly it was a big disappointment. The cake looked dull and lifeless — nothing like what was promised or shown in the pictures. It lacked freshness and presentation, giving a “dead” appearance that completely took away the excitement of the occasion. The berries used for topping was frozen. At least fresh berries could be used for the price that was charged. On my way to get some fresh berries to bring some life to the Cake !

For the price and expectations, I truly hoped for something vibrant and appealing. Unfortunately, this experience has left me quite dissatisfied. I hope the shop pays more attention to quality and presentation in the future.

Please avoid them at all cost! absolutely rubbish customer service and no one is helping with resolving the issue.

I had the ordered a surprise b'day cake, their system took off the house number and the parcel couldn't get delivered and they have refused to give me the refund or even acknowledge its their mistake. Awful customer service.

The wedding cake was stunning and delicious! Beautiful design, moist layers, and perfect flavors. A five-star experience that our guests loved!

The actual cake is awesome. Packaging was excellent. Said cake is now defrosting in the fridge. From ordering to this point am happy.

However DPD and their driver let the side down. The parcel was left downstairs in the lobby on its side, despite the arrows pointing "this way up". I live on the 1st floor, there's a lift and at 10.15am (like today) the building isn't busy. I am a full time wheelchair user and I managed to retrieve my cake with a little help but home delivery should mean to my door!

I have used PV in the past with no issues but 2 months ago I ordered £90 worth of cake for my mother's 70th birthday which was on Aug bank holiday so I requested delivery for the day before on the Sunday. The cakes never arrived so I had to go out and buy a cake from a shop the following day after already spending £90 with PV. I have had ongoing e-mails with Hanzel and Anne who actually don't even listen to a word you say, apparently after their investigations DPD don't even need to knock your door! Even though waiting in for delivery there was no knock at door or sign of DPD at all. If I could give zero stars I would, the customer service is absolutely appalling, the length of time taken to get back to you is unreal but they just don't care. I will never buy from PV ever again nor will I recommend to anyone. Legally they are responsible for all orders until placed in customers hands. So my crap experience ended up with paying out over £100 for a shop bought cake. Disgraceful company!

Massive disappointment. Biscoff cake size to feed 12 people apparently would barely feed 3. Super small size , no measurements on the website. Photos are taken from angles that will optically make the cakes look bigger. Taste wise bland, not rich and caramelised at all, Biscoff flavour hardly there. Cupcakes should be called mini cupcakes to say at least. Prices keep changing too on the website. It’s a rip off not to mention most cakes are full of chemicals and additives at least 40-50 different types. Considering the size of the cake there is nothing fresh and homemade about their cakes. Don’t recommend at all!

I was a bit scared after reading some of the reviews recently but my pistachio and raspberry cake was exactly what I ordered and I couldn’t of been happier with it, it looked and tasted great, would definitely order from here again

Can I give a zero star review?
Worst experience with my husbands 40th birthday cake.
I placed two orders at the same time, one for the day of my husband's birthday, and one for the day of which happened to be on a wednesday, and one for the weekend so we could share with our family. I ordered well in advance, about 3 weeks. We were so excited especially as my husband raves about the cream cakes from Patasraie Valerie.
First issue- they overcharged me and then insisted they didn't. Terrible customer service when I had sent them proof of the overcharge they argued in the toss and there was no apology. It was only £5 but it's the cheek of them really.
Second issue- "just wait around -it might turn up" "due to the delivery company DPD being on strike we are unable to deliver your item. Sorry it's out of our hands" I received this message when I chased the order at 3pm. I had to chase them to tell me it's not going to arrive, they blamed another company for their own incompetence for sending it through a company that was on strike. By this point my anger was through the roof. It was my husbands 40th birthday. I won't go into details but my husband is terminally ill and we never thought we would get to celebrate his 40th birthday.
Third issue- they didn't want to refund me and said they could send something else or give me vouchers! As if I would ever want to deal with these guys again!. I told them I want a full refund as per my consumer rights. (Full refund obviously not including the £5 they had me for originally of course!)
Forth issue- Friday comes, a cake arrives that looks like it's had a good slide around in its box before being frozen and sent out.
Fifth issue- I ordered a chocolate disk that was supposed to say "happy 40th birthday" that didn't come. "Anne" at customer service once again blamed me, despite me again sending her proof that I ordered, quoted the text and paid for a chocolate disk! No apology, just someone who half arses their job, can barely get bothered to read, and just wants to have an argument. Thanks Anne and everyone at Pat-Val for an utterly shitty experience that I will never forget! You disgust me! And your cake was bland and tasteless!

Terrible customer service. My cake was delivered to the wrong address and still not received. Despite multiple requests for a refund, customer service is insisting on a replacement cake sent or a voucher, even though the occasion has passed.

Ordered a birthday cake for my mom’s special day, unfortunately this was delivered to my path. No knock at the door, food left on the floor and away the DPD man went.
Emailed customer services, no help at all. It is not their policy to refund for stolen items and it’s not DPD’s policy to knock the door. Avoid at all costs, will be going through small claims as this company is beyond a joke. I know understand why your business was in financial trouble.

First time purchasing but never again. Ordered a cake for my Granddaughter's birthday party, which she had chosen herself. When cake arrived it was stuck to the top and sides of the box and the top decoration destroyed. Had to go out and buy a cake from a supermarket as the cake had to be dropped off that night. Sent a customer contact form complaining with photo's straight away but no reply. A week later sent another complaint form but still no reply. Customer service appalling.

Total disaster - delivery failed. Customer service continues to tell me to wait until 10pm, as they say they will deliver it.
It was a birthday cake with a hard deadline - I requested delivery the day before to allow for some unexpected time. They completely misled me. They became aware of the situation around 3 pm on the delivery day, but nobody reached out to inform me. I had to call myself to be told that the cake would not arrive.
Of course, a total refund will be issued, but it will take 10 business days to be reflected in my account.

Without a doubt, this was a superb cake paired with excellent service. The only hiccup was with the delivery company, DPD—which I’ll explain below—but that’s entirely separate from Patisserie Valerie and not their fault.

As a first-time customer, I ordered well in advance and was understandably sceptical about trying a new company. I sent an email with a few queries and received a polite, reassuring response, which gave me confidence to proceed.

We ordered the Luxury Nutella Crunch Dome cake

From the photos, I expected it might be overly sweet, but we where pleasantly surprised. The flavour was beautifully balanced—rich chocolate, Ferrero Rocher notes, and frosting that complemented rather than overwhelmed. It avoided the common trap of being just another sugar-heavy chocolate sponge. Honestly, it was a genuinely lovely cake.

My wife adored it and immediately wanted more. She even shared a slice with our neighbour—reluctantly, I suspect, because she loved it so much—and now they’re asking where to get one too. The cake didn’t last long… less than a day, in fact. It was fresh, fluffy, light, and seriously enjoyable.

Now, about DPD. When the driver arrived, I noticed the cake box was being held sideways—and at one point, even upside down—despite clear markings stating “this way up.” I pointed it out, and only then did he adjust it, though he didn’t seem particularly concerned. Thankfully, the cake was undamaged, but had there been any issues, it would’ve been entirely down to DPD’s careless handling. Again, this is no reflection on the seller.

The cake arrived on the date I selected which was great and overall a really good quality product. 100% I will be using again in the future for all my cakes!

Had a chocolate birthday cake for my son it was gorgeous taste amazing delivered on time with updates on when it was arriving well packaged my son totally enjoyed his cake I don’t think the price is expensive at all get what you pay for the cake was so soft one of the best cakes I’ve had will definitely be ordering more

Ordered a cake for my sons 21st. I was a bit worried that it came frozen but had absolutely no need to. It was so fresh and everyone loved it. My niece now wants a cake from here for her birthday. Highly recommend.

Ordered cake for my 32 year old son because I was abroad on holiday when his birthday was. I clearly informed them that I would not be in the country at the time of delivery. The cake was left on my sons door step. However looked nice and they defrosted as instructions for the next day. On return from holiday my mother said the cake had to be put in the bin. It tasted awful and no one could eat it. Contacted them immediately to be told as it was more than 48 hours from receipt I had no compensation. They knew I was away and my adult children could not have complained on my behalf. Will not be using again, shame as have had some lovely cakes when their store was here

Took my grand daughter for a nice visit. It wasn't nice at all because the staff were quite rude and dismussive of her. I will not be coming back. COffee wasn't very good either. One thing I will say is that the cake was very tasty