Cartwright & Butler Reviews 

Delicious but now much smaller than previously.

Good quality product, delicious fudge and adorable tin.
Arrived promptly and packed well.
Value for Money. Makes a super gift.

I used to love the lemon shortbread biscuits they made, but recently, after receiving my order, I found they changed not just the size of the packaging, shrinking it by a quarter (now 150g instead of 200g), but also the recipe for the worse, making the biscuits greasy textured, not as lovely and crumbly as before and lacking in the lemon kick. I contacted customer service, who took 5 days to get a response from another team of "it's down to individual taste". I therefore returned the unused packets and had to repeatedly chase for the refund after confirmed delivery (which I had to pay for). 25 days later, I actually got my refund. I found overall the communication to be dismissive and not very helpful.

Would never buy from this company again, received some biscuits as a gift for Valentine's only to bite into first one and there was a hair in the biscuit, complained to C&B and I have come to the conclusion they either didn't believe me or didn't actually care. Not sure they know what customer satifaction means. I am now really annoyed so will contact the food standards qgency.

DPD delivered my parcel to the wrong address as well as stating that I signed for it. Eventually delivered to my property after complaining vociferously to DPD. However, C&B didn't care as they had my money, the goods had left their warehouse and was no longer their responsibility, but that of DPD. No compensation from C&B as a goodwill gesture. Lousy customer service and will never again buy from C&B.

On opening a tin of Teatime Classic Stem & Ginger biscuits was disappointed to find that the plastic tray holding the biscuits was designed to hold 13 biscuits but held only 9 and the elaborate tin container did not need to be so tall. In this day and age deception is the name of the game. Also the customer service email is not taking emails.

First, the prices on the website do not include tax, so when you get to the till you get a nasty shock, especially as delivery charges are high too. Nevertheless, I ordered two tins of biscuits at a total cost of over £30 for my Aunt's Christmas present. Cartwright and Butler did not fulfil my only sent one tin. I emailed them to highlight this after I spoke to my Aunt on 29/12/25 and she thanked me for the single tin. They have not replied to my email.

Some time after I wrote this review C&B contacted me directly and sent my Aunty six boxes of biscuits! That was very kind and good compensation for the single missing tin.

Bought a good friend a tin of their biscuits for a little hamper gift for Christmas. When she opened it the bag inside was sealed but it only had 6 biscuits. I was so embarrassed and annoyed. The tin probably cost more than the biscuits. How can their quality control be so useless. ☹️

I just purchased a Tin of triple chocolate cookies while in London . I am so very impressed! These cookies are the best I’ve ever had . Thank you and happy new year !
Lori

Received a tin of Cartwright & Butler chocolate fudge as a gift from a friend following my wife's knee surgery. Absolutely inedible. Really unfortunate, as we're sure she paid a pretty penny for it at a gourmet food store.

Avoid. My wife ordered a Christmas hamper for family in Scotland. It didn’t arrive. Customer services informed us another one would be sent out. Despite 3 further calls still no hamper delivery. Doubt they will get it for Christmas now. We’ve probably wasted a good chunk of cash.

Second time [yes, I know, I gave them another chance!] I've had a disaster, hassle and disappointment with this incompetent hamper company! We all know that CS in this country has now hit an all time low - but C&B have outshone themselves! I ordered a hamper for a Silver Anniversary - paid £7 delivery! I took pictures of my order at each online stage, so have proof - I named recipients [obviously!]. The confirmation email gave MY name as the recipient! I rang the idiots and was told, quite confidently, that it would be changed to the correct order names! Yup - it wasn't!! Arrived with MY name on it - so this caused confusion and real embarrassment! It also got delivered on a different timescale that was given to me! I demanded my £7 postage back as it was addressed to the wrong person [really embarrassing] and didn't arrive when I told them to expect it!! That was met with total disinterest, no apology and no refund on an abysmal delivery service! DON'T TOUCH THEM WITH A BARGE POLE - they are quite, quite incompetent and showed no interest whatsoever in owning their mistake - couldn't have cared less about an upset customer - err who pays their wages of course! My last email to them, in fact, was just completely ignored! I will never ever use or recommend this terrible company.

Placed an order on 19th Oct and company didn't tell me they weren't fulfilling my order. Appalling customer service. Unreliable, made worse by me having to chase my refund,

I purchased the 'Happy Birthday' tin containing biscuits, cake and fudge for £20 in my local garden centre for my daughter, when she opened it at our family gathering we had a chance to taste the contents. The cake was very dry, biscuits tasteless and the fudge was not the nice creamy type, in all very disappointing.
At that price point one would have expected quality contents, such a shame as the tin is beautiful.
I emailed the company regarding my thoughts but they have not had the curtesy to reply.

I bought four tins of Cartwright & Butler biscuits at Heathrow Airport, for myself and as gifts. They were £12 each with a discount for buying multiples, so I expected a certain level of quality.
However, I was very disappointed that the tins are not airtight; the biscuits go soft after a few days. I was planning to reuse the tins for my own biscuits, but can't. I feel like I've wasted my money.
There is nothing wrong with the biscuits; my point is that the tins cannot be reused as they are not airtight.

Absolutely awful biscuits, way too sweet and crumbly. The box said triple chocolate, but it had nothing to do with chocolate or cocoa, just a very intense sugary taste. Cheapest biscuits I ever had, sold as premium, what a joke. Highly NOT recommended.

First of all it’s too sweet when compared to other similar brands . Also the packaging is misleading the customer, the packaging has false weight, I mean not the biscuit weight , but the tin as such is made to weigh more so that the customer feels good at first glance, but check the actual biscuit weight from the information on the label. Don’t get fooled by the tin or packaging weight.!!!