I am confused as to why I am being asked for a review when I haven't received my order! Que ??? Well confusion resolved . It would have been useful to know that review requests sometimes come before... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I sent the welcome to your new home box as a gift to family and they loved it. Great service from the office team in helping me out as I had difficulties with the web site keeping a previous delive... See more
Company replied
My granddaughter and I spent a delightful hour or so icing biscuits, drinking lovely coffee and eating sumptuous cakes during our icing experience. Gave us a chance to have a natter whilst creating so... See more
Company replied
The biscuits are always so exquisitely packaged and once you open the beautiful tin and paper inside , the biscuits are almost too beautiful to eat!!! They could be framed!! (However they are delicio... See more
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Company details
Written by the company
Our biscuits are hand-iced in London and each one is unique. Everything is made the old-fashioned way and we aim for 100% biscuit happiness! Choose from our luxury biscuits, chocolates and cakes, add a message (if you like), and we’ll carefully deliver your gift. We deliver worldwide, so no matter where they are, they’ll be sure to have 100% biscuit happiness.
Biscuit Happiness Guaranteed
Written by the company
- We're here to help
- Our luxury biscuits are made the old-fashioned way and we aim for 100% biscuit happiness on every order!
Contact info
Unit 2 Greenlea Park, Prince George's Road, SW19 2JD, London, United Kingdom
- +44 (0) 203 954 6650
- yum@biscuiteers.com
- www.biscuiteers.com
4.2
Great
10K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 77% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Beautiful Birthday Biscuit
Beautiful Birthday Biscuit, which was perfectly personalised,I paid for express delivery and it was delivered the day it said it would!
2 September 2026
Reply from Biscuiteers
Hi there,
Thank you so much for your lovely review!
We're delighted to hear that you loved the birthday biscuit and its personalisation, and that everything arrived perfectly on time with our express delivery service.
We hope the lucky recipient loved it too!
Best Wishes,
The Biscuiteers Team X
Lovely biscuits, disappointing delay in delivery
Lovely biscuits. Unfortunately they were not delivered on my friend's birthday as requested.
30 August 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that you loved the biscuits, but we're very sorry that they didn't arrive on the requested date for your friend's birthday.
While our standard delivery dates are requested rather than guaranteed, we completely appreciate how disappointing it is when a gift doesn't arrive in time for the occasion.
We hope to have the opportunity to impress you again in the future!
Best Wishes,
The Biscuiteers Team X
Still waiting to hear back from…
Still waiting to hear back from customer service. Still no reply in nearly a week
9 September 2026
Reply from Biscuiteers
Hi Jacob,
Thank you for taking the time to leave a review.
We're very sorry that you've been waiting nearly a week for a response from our Customer Service team. This is much longer than we would expect you to have to wait.
We'll ensure that your enquiry is escalated with the team so that you receive a response today.
We're very sorry again for the frustration and delay.
Best Wishes,
The Biscuiteers Team X
Great thank you gift
Bought the "Thanks" letterbox cookies as a gift for friends and family and have received great feedback - they thoroughly enjoyed them!
9 September 2026
Reply from Biscuiteers
Hi there,
Thank you so much for your lovely review!
We're delighted to hear that your friends and family thoroughly enjoyed their Thanks biscuits – there are few better ways to say thank you than with something delicious!
We hope to welcome you back again soon!
Best Wishes,
The Biscuiteers Team X
Reply from Biscuiteers
Hi Amanda,
Thank you so much for your lovely review!
We're delighted to hear that you enjoyed your biscuits, and even happier to hear you'll be back for more!
We look forward to welcoming you back again soon.
Best Wishes,
The Biscuiteers Team X
Love these biscuits
Love these biscuits, they make a great quirky present. I bought the G&T ones as a present, there’s such a good choice for every occasion.
1 September 2026
Reply from Biscuiteers
Hi there,
Thank you so much for your lovely review!
We're delighted you love our biscuits and chose our G&T collection as a quirky gift. We do love having a biscuit for just about every occasion!
We hope the lucky recipient loved them too, and we hope to welcome you back again soon!
Best Wishes,
The Biscuiteers Team X
Item really impressed the recipient but…
Item really impressed the recipient but sadly not delivered on the requested date. This seriously spoilt the surprise - a shame!
8 September 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that the recipient was impressed with their gift, but we're very sorry that it didn't arrive on the requested date. We completely appreciate how important the timing can be when sending a surprise.
While our standard delivery dates are requested rather than guaranteed, we're very sorry that the delay took away from the occasion on this occasion.
We hope to have the opportunity to impress you again in the future!
Best Wishes,
The Biscuiteers Team X
Very disappointed
I ordered the biscuits on the 1st of September and selected a delivery date of the 11th of September for a specific occasion. The item has still not been delivered (currently the 13th of September). The item wasn’t dispatched until the 12th, one day after I selected for the delivery. Why bother having the option of selecting the date of delivery if you don’t dispatch it until after this date. The nature of this company is surely to deliver biscuits for special occasions and therefore the date selected is very important. I ordered the item with plenty of notice. No idea why it has been delayed, no apology or explanation from the company. Very disappointing service and now the item is pointless as the occasion has passed. And if they are delayed, how do I know the biscuits are still ok to eat?
Will not be using this service again.
1 September 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're very sorry that your order was affected by a delay before dispatch, particularly as you'd ordered well in advance for a specific occasion. We completely appreciate how disappointing a late delivery can be when the timing of the gift is so important.
Unfortunately, we've recently experienced some issues following an internal system change, which have caused delays to a small number of orders ahead of dispatch. We're very sorry that your order was one of those affected and that you weren't given an explanation sooner.
Please be reassured that our biscuits have a long shelf life, so this short delay will not affect their freshness or suitability to eat.
We're very sorry again for the disappointment caused on this occasion.
Best Wishes,
The Biscuiteers Team X
Brilliant customer service!
I have placed many orders for Biscuiteers in the past. I knew design and quality would be excellent. This time there were minor hiccups - they never sent shipping notification or tracking number and they missed requested delivery date by a couple of days. However, Martha from customer service was brilliant. She replied all of my queries and reassured me. All good in the end. Recepient was over the moon!
10 September 2026
Unprompted review
Reply from Biscuiteers
Hi Hisako,
Thank you for reaching out to us here at Biscuiteers, I hope you are well!
Thank you so much for updating your review and for your continued support. We’re delighted to hear that the recipient was over the moon with their gift, and that Martha was able to help and reassure you throughout.
We’re very sorry again that you didn’t receive the shipping notification and tracking details, and that the delivery arrived a couple of days later than requested. We really appreciate your understanding and kind words about our customer service.
If there is anything further that I can do for you, please don't hesitate to get back in touch!
Still up to the Mark!
Have to date after several years of purchasing from Biscuiteers always had an excellent experience.
Recently encountered a small problem with an incorrect email but on contacting Customer Service this was very speedily resolved. So very happy with a consistently high customer service , prompt delivery and of course a wonderful selection of delicious biscuits and chocolates for a wide variety of events and occasions.
7 September 2026
Reply from Biscuiteers
Hi Elisabeth,
Thank you for reaching out to us here at Biscuiteers, I hope you are well!
Thank you so much for your lovely five-star review. We’re delighted to hear that you’ve consistently enjoyed our delicious biscuits and chocolates, prompt delivery and excellent customer service. It’s also wonderful to know that the issue with the incorrect email was resolved quickly for you.
We truly appreciate your continued support over the years and look forward to helping with many more special occasions!
If there is anything further that I can do for you, please don't hesitate to get back in touch!
Great company with excellent delivery…
Great company with excellent delivery of a beautiful gift
29 August 2026
Reply from Biscuiteers
Hi Claire,
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that you were pleased with your beautiful gift and that it was delivered excellently.
If there is anything further that I can do for you, please don't hesitate to get back in touch!
Best wishes,
The Biscuiteers Team X
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're very sorry that your order was affected by one of the recent system issues which unfortunately prevented it from progressing through to dispatch as it should have.
We completely appreciate how disappointing this experience has been and sincerely apologise that we let you down on this occasion.
We do hope you'll consider giving us another opportunity to impress you in the future.
Best Wishes,
The Biscuiteers Team X
Really Disappointing Service
Really disappointing service. I ordered and paid for next-day delivery on Saturday, but it didn’t arrive until Wednesday evening. Communication from Busicuteer was pretty poor—they only responded after I followed up twice, finally replying this morning (Thursday). If you’re advertising next-day delivery, please ensure your postal service can actually deliver on time!
5 September 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're very sorry that your order arrived later than expected and that you also experienced a delay in receiving a response from our team.
Unfortunately, while we dispatch orders according to the delivery service selected, occasional delays can occur once parcels are with the postal service which are outside of our direct control. We completely appreciate how frustrating this is when you've selected a faster delivery option, however.
We really appreciate your feedback and hope we'll have the opportunity to impress you again in the future.
Best Wishes,
The Biscuiteers Team X
Unsatisfactory result!
I had my cookie personalized in your store in Notting Hill, but the lettering was applied crookedly and off-center, so I immediately complained. They made a second attempt, which turned out a bit better; however, traces of the original, scraped-off lettering were still visible on the cookie. The staff explained the result by saying that different people sometimes do the work. I am very disappointed with the outcome!
4 September 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with the personalisation. We're a little confused by the experience you've described, as scraping off and reapplying personalisation isn't something we would do for an online order, so we'd be interested to know whether this took place in one of our stores.
All of our biscuits are individually hand-iced, and we believe the small variations that naturally come with this are part of their charm. As they're created by hand rather than by machine, lettering won't always be perfectly straight or precisely centred, and each biscuit will be unique.
That said, we're very sorry that the finished biscuit wasn't what you had hoped for and that you were disappointed with the result.
Best Wishes,
The Biscuiteers Team X
I use Biscuiteers so much for gifts
I use Biscuiteers so much for gifts, thank yous etc that it's becoming tricky working out something new to say. Basically I trust them due to long association and frequent use of their services. Recipients are always delighted and they've never let me down. Occasionally there have been minor issues, but customer service have always resolved the issue quickly and entirely to my satisfaction. Great company. Fantastic products. Thank you
28 August 2026
Reply from Biscuiteers
Hi there,
Thank you so much for such a wonderful review!
Knowing that you've trusted us with so many gifts and special occasions over the years really does mean a lot to us. We're especially pleased to hear that whenever the odd hiccup has occurred, our Customer Service team has been able to put things right for you.
Here's to many more delighted recipients – and hopefully we'll keep giving you reasons to find new things to say about us!
Best Wishes,
The Biscuiteers Team X
Appalling customer service
My experience still hasn't been resolved. I placed two orders as thank you gifts on 29th August and they are still 'stuck' in the system. I have now called several times, left numerous messages and have emailed twice. I have heard nothing from their so-called 'happiness' team. Totally unacceptable. Whatever the problem is with their system, communication should be top priority.
8 September 2026
Unprompted review
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're very sorry that your two orders remain unresolved and, particularly, that you've had such difficulty getting through to our team.
We're currently experiencing exceptionally high contact volumes as a result of the recent system issues, which has unfortunately led to delays in our response times. We completely appreciate that this doesn't make the lack of communication any less frustrating, especially after you've contacted us several times.
We're working through all outstanding enquiries as quickly as possible and are very sorry for the experience you've had on this occasion.
Best Wishes,
The Biscuiteers Team X
Reply from Biscuiteers
Hi there,
Thank you so much for your lovely review!
We're delighted to hear that you were happy with your biscuits and that everything arrived right on time.
We hope to welcome you back again soon!
Best Wishes,
The Biscuiteers Team X
My order still hasn't been delivered…
My order still hasn't been delivered and I am being asked for feedback. I ordered something for next delivery, 24 hours tracked and three working days later it hadn't been delivered. I have tried to contact Customer Services via call and sent an email, as of yet I still haven't managed to speak to anybody. Such a shame as my friends 50th was Friday 4th and still doesn't have gift.
3 September 2026
Reply from Biscuiteers
Hi there,
Thank you for taking the time to leave a review.
We're very sorry that your order was affected by a system error which caused a delay ahead of dispatch, particularly as this was intended for your friend's 50th birthday.
We're also sorry that you've had difficulty getting through to us. I can see that our Customer Service team has responded to you today and will be able to help get this resolved for you.
We're very sorry again for the disappointment and inconvenience caused on this occasion.
Best Wishes,
The Biscuiteers Team X
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