Crosstown Reviews 735

This is an update of my previous review. Courier was the biggest let down. However, Crosstown staff did respond same day to resolve my query and I really appreciate the fast action taken and goodwill gestures offered. Thank you to David for resolving the issue so quickly.

Item didn’t turn up on my sons birthday as ordered - they promised it would be the next day. DHL did not deliver the next day and now just found out they delivered today - 3 days late to someone else’s address. Clearly marked as perishable . Spoiled my sons birthday treat . Customer service not replying .

Staff is nice and doughnut taste delicious and have good variety to choose . Best to have a less calorie doughnut to choose will be better

Vegan selection is amazing.
Ever since hearing about Crosstown on 'Off Menu Podcast' we have been addicted to your donuts. We love how often you bring out something new but equally can go wrong with the classics.

Just bought a bunch of donuts from XTown donuts at Hammersmith Station for a little boy’s birthday. Apart from being the best donuts ever made, the service and care I received from Fiona was beyond all expectations. What a difference it makes to the experience when someone is kind, caring, and smiles!

I love your donuts as always! The best donuts in town😍

THE best doughnuts and delivery within 30 mins - how could it be any better!!

The shop in Marylebone was closed when I went to pick-up my order during the confirmed 15 minute window, with no explanation for closure i.e. note on the door saying “on break”.

I fully understand that when a shop is staffed by one person, in order to take breaks you sometimes have to close. However, the lack of comms and the average customer service that followed when the staff returned was quite disappointing.

Vegan donuts were great though!

Giving 3*’s because I asked in the note section for them to write; “Happy Birthday” on the box or inside and they didn’t. These donuts are overpriced enough without having to pay an extra £5 to add a note to the recipient.

Really enjoyed the handmade donuts. Yes they are expensive but I love them as a treat. Great they have pumpkin spice latte after the autumn season ends!

Ordered this for a Birthday instead of a cake. Order didn't arrive, nobody on Customer Service picked up the phone despite the recorded message saying that they should have been open. Nobody responded to DMs on Social Media or to the email I sent. Not once was I updated to say that the order would not be coming or was even running late, the tracking app remained on 'Preparing Your Order' for the entire day, and the estimated delivery time remained unchanged even hours after the estimated time had passed. Taste of the doughnuts in general has got worse (they used to be amazing in fairness), but can't comment on my latest order because it never turned up, and I massively disappointed someone on their Birthday as a result. To say I am annoyed would be both a polite and understated expression of my opinion on their service.

Amazing Eid gift box!
I bought an Eid gift box for a colleague and they were ready right on time for collection and they were DELICIOUS!

THE BEST WEDDING 'CAKE' EVER!
From inquiry to our wedding date, the Crosstown team were absolutely outstanding. They were helpful, responsive, the process was easy, and they went above and beyond to ensure a smooth day. Not to mention, their doughnuts are INCREDIBLE! Our guests were extremely happy and all of the doughnuts went! Thank you so much, couldn't recommend them more!

P.S. we had all vegan doughnuts and they were UNREAL!

The in-store customer service is fantastic - genuinely. I wish to start off by saying that so there's clear differentiation between in-store staff and those hiding away at home. On that note... Crosstown customer service - i.e., the number/details you find online (0207 360 5790 or their email address) is an absolute joke! Firstly, don't bother trying to ring as there is an automated message stating 'our customer service agents can't take your call right now but please reach out to....' - and that message has been on for at least the last 10 days! They don't respond to their emails either. There is seemingly no customer service manager to take accountability for their staff. And these agents work 9-3. So it can raise the question "what do they actually do?". I have been trying to chase up a refund for since the end of March. I've spoken to the helpful service assistants within the shop and they too have tried everything they can to get in contact with customer service. Seeing them struggle only added to my anger of realising that whomever has been hired at the faceless support of Crosstown really doesn't care. The only response I received from an agent was following one of the customer service assistants at the shop I visited copying in a manager of a different team (i.e., not of customer service). Suddenly I got a call whilst I was still in the shop. I advised I had been calling and was advised the phone lines have been down (I'm saying nothing) and I had to spell out my name for my emails to be found. In other words, it's likely they wouldn't have ever been looked at. I'm still £50 down and was last told that "it would be looked into" and that I would receive a call back later that day. Clearly days now last 72 hours, rather than 24. I have been advised all agents work from home and have done since Covid. The Crosstown website states "please expect a response within 48 hours, for non-urgent queries". Urgency is subjective and who am I to say returning doughnuts and losing out on £50 is urgent. But if this is a non-urgent query, 48 hours elapsing is fine. I can allow a few more days to slide. Although the refund was meant to be processed 2 weeks ago! And I believe I only got a call back / response to my email because of speaking to the assistants in store. I've spoken to my bank and there's not an issue their end. Sadly, some of the stores have to deal with the complaints of customers who get no response from head office. I genuinely praise the work of the in store assistants as they've been fantastic. To the agents working from home, not responding to queries, shame on you. If you can't do your job, don't have a job. Let someone else get paid that £25,000 (with a bonus) who can help uphold Crosstown's reputation.

The staff was very friendly

Fast and convenient coffee order ready for when I got there

Really really disappointed! My delivery didn’t arrive but payment was taken, I have tried to contact them on every platform available to deal with the issue with hardly any response other than generic emails saying they will be in touch shortly and then they completely ignore any other correspondence. The customer service phone number is never available. They say that they take customer service very seriously but I can’t think of a time I’ve recieved worse. I’ve still not received my order or a refund.

Update : they can’t even get my name correct. Unbelievable!

My order was not ready and they didn’t have notification about it so had to wait a long time to resolve issue and didn’t get complete order