Patisserie Valerie Reviews 24,645

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 cask 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

Will never order again. My birthday cake arrived with topping all missing and stuck to top of box and the side of cake all stuck to the box. Couldn't use for birthday party and lighting candles etc so husband had to go out and buy another cake on the day. I would post pics for people to see but can't on here. We contacted them to and went in store to see if we could return and all they would offer is 15 pound voucher (this was for a 45 pound cake) so disappointed! We were planning on ordering one for my sons birthday in October however we will find somewhere else now. So disappointed with the lack of customer care. I provided proof with pictures/took cake into store and showed a picture of the courier holding the box the wrong way up..! If I was wanting to keep cake i would have understood offering a voucher more but I was asking to return as not fit for purpose there is no way they could sell a cake in store for 30 pound looking like this cake did!!

Absolutely awful have not received cake
Refused refund
Customer Service non existent…like taking to a robot probably is???
Save yourself a load of stress and wasted money and purchase elsewhere
Was offered cake to come on reorder after even had taken place

Ordered for a diamond anniversary, turned up damaged and the wrong size, we didnt have time to order another so had to get a supermarket cake… not right for such an occasion, they tried offering a replacement or voucher which would be too late for celebration, after lots of emails we got a refund but to not have a special cake for this one off day was so upsetting….

Ordered a cake to be delivered for a large 21st Birthday Party on Wednesday for delivery on Friday. The cake was not delivered there we did not have a 21st birthday cake which caused a great deal of disappointment and upset. Tried to email the company as advised by their website as no contact by telephone on the weekend is available, Had no response to the email. I would never trust this company again!

Cakes arrived in a box which wasn't marked as fragile/food/this way up etc. The DPD driver literally threw and tossed the box on delivery. The cakes were obviously thrown around. I ordered the Afternoon Tea and the cakes are really poor for the price (over £30). Like a very cheap version of Mr Kiplings small cakes. Bad. Last time I ever use them.

I ordered a mango and passion fruit birthday cake for my husband's 70th from your Whitburn branch. It was as my husband said "the nicest cake I've ever eaten". Beautifully made and so delicious! Not the cheapest cake I've ever ordered but certainly by far, the best. My only criticism is that although carefully packaged for delivery, it arrived (on time!) with a few pieces of the icing damaged. However, the icing on this particular cake was very soft, so I wasn't overly surprised. I would definitely recommend.

1. We have a house name not number. This caused much confusion and we were passed back and forth from DPD and PV customer service and spent hours on the phone clarifying if it was to be delivered. Eventually it turned up.
2. Cake was obviously bashed about during transit and buttercream siding was scraped off over approx 20% of the sides. The cake needs to be held in place more firmly in the box.
3.Looks bigger in the photos.
4. I don’t regard it as value for money for £40 odd. Bought a replacement at M&S for just over half the price.
5. Tasted bit neutral and bland didn’t live up to description.
6. Frustrating experience. Not value for money. Never again

the final product I received was far below expectations.

Here are the specific issues:

Football decorations – The small chocolate footballs on my cake are completely different from the ones shown online. The advertised design had neat, clear football patterns, while mine looks inconsistent and poorly finished.
Lettering quality – The writing style on my cake is absolutely unacceptable. It looks messy and unprofessional, more like it was done by a beginner or even a child, which is not at all what was shown in the example.
Overall appearance – The cake I received looks cheap and rushed compared to the smooth, polished, professional look in your advertised photo. The lettering placement and general finish do not resemble the standard shown.

I ordered a cake from Patisserie Valerie for a special occasion. It arrived damaged and completely unfit to serve. This isn’t the first bad experience either – on a previous order, the cake never turned up.
Customer service was frustrating. They kept asking for more photos, then offered me either a replacement the next day (pointless when the cake was for that day) or a voucher (which just ties up my money). In the end they said they’d only refund 50%, claiming the damage was “proportionate”. But half a cake isn’t usable.

I even offered to return it so they could see the damage themselves, but they refused. Under consumer law, goods should arrive in good condition – this clearly didn’t.

Overall, really poor experience. I won’t be ordering again. If you’re thinking of buying for a special occasion, I’d strongly suggest looking elsewhere — it’s not worth the risk.

I ordered a two cakes for my daughter’s birthday party. One cake had clearly been dropped in transit.

The cake was a mess and couldn’t be used leaving me scrabbling around trying to secure a cake last minute - I ended up having to use a supermarket cake which was not what I had wanted.

Emailed the company but only offered a £15 voucher for Patisserie Valerie off purchases made within a year. This is not reasonable compensation.

I am now severely out of pocket both in time and money and disgusted with their customer service. When you buy from them, it’s because you want a beautiful cake.

Do not trust them with your special occasion.

Shame about the actual cakes.

Service faultless - dispatched quickly, well packaged (frozen) cakes. Unfortunately tasteless. We ordered two in June - red velvet was ok but really just tasted sweet. Maybe that’s the point. But the coffee cake which we kept for a later birthday is hugely disappointing. Sponge and cream have no flavour at all. No texture either like everything has been aerated to minimise actual content and ingredients both icing cream and cake itself. Won’t buy again and don’t recommend. Close your eyes and you wouldn’t know what you were eating. An expensive mistake.

Follow up to previous review.
Now I am even more disgusted with Patisserie Valerie. I wrote to the company head because their customer service dept is useless. No reply after 2 weeks.
No refund.
Will tell all I know not to buy from them.
Disgraceful.