Patisserie Valerie Reviews 

Ordered a cake and a gift box to arrive for Christmas. The courier DPD did not attempt delivery correctly despite saying they had twice (proof of age was required)

I personally waited twice to take delivery of the items and wasted a whole day each time. The courier app states you are next and then the notification is “sorry we missed you”

I contacted PV immediately and was basically told oh they couldn’t deliver because you couldn’t provide proof of age and the items will be destroyed as they are perishable.

Due to it being the festive break DPD did eventually deliver on 29 December but obviously the cake and gift are useless.

PV refused to refund even though the goods cannot be used. Their excuse is that it is my fault as I did not provide proof of age to take the delivery on the 22nd and 23rd.

They refuse to acknowledge that their courier failed to attempt delivery correctly because if they had knocked and asked for ID, I had it ready and waiting.

A total waste of over £75 which in my view is theft by PV.

I will not use this company again and have taken up the issue with my payment provider.

Ordered a birthday cake on 9th November 2025 with expected delivery on 23rd December 2025.

Order confirmation comes through confirm exact cake order as well as requested inscription service (I’d requested “Happy Birthday Mummy!”.

Cake is delivered on time without issues, however inscription that I was fine to pay for, was not exercised, meaning just a plain cake was baked and delivered.

Contacted customer services; had responses from both Randy Navarro and Hansel Albay, both of whom were absolutely useless in providing a solution to try keep a potential returning customer, as they claimed I was not charged for the inscription service and paid for the cake only.

I was trying to get a point across that when I placed my order, the order confirmation shows the inscription service was requested and placed within my order.

I responded to say I wasn’t fussed about the costings and so wasn’t looking for a refund but hoping for a resolution as to what could be offered, to support their issue of not exercising the placed request; but they kept directing me to look at their website to compare the cost and to see I did not get charged extra.

I tried highlighting that the reason why someone is willing to pay for their excessively priced inscription service, is to make the cake more personal and special for the occasion.

If my order confirmation shows the inscription service is placed, it’s also not a customers duty to call up and check to see if everything is ok with the order.

If something is placed but not charged for, why would it show on the order confirmation?!?

Them (Randy and Hansel), then referring me to see that I did not get charged extra, defeats my point of frustration and clearly their customer services team have development needs.

To order a plain cake, I could have easily went to a Lola’s, Cafe Concerto, or any other cheaper (such as local supermarket) patisserie, for the purpose of securing a cake.

Unfortunately, if you are planning to order a cake with inscription service, such as wishing someone a “happy birthday”, be warned that they will likely expect you to also do their job in calling up and checking to see the order was placed correctly and will hold no fault in the order confirmation that you’d receive.

Overall, the cake wasn’t anything special and I’d recommend consideration to one of the alternative patisserie bakers as mentioned above, as I will definitely be doing so myself.

Ordered the chocolate cake for Christmas, arrived on time so no problems with that, but wasn't impressed with the cake at all. Considering the price it tasted like it had been baked sometime ago. I have tasted better supermarket cakes. Very disappointing.

I am really impressed! I ordered the cake in a rush and even though the site said it would arrive on time I was doubtful (especially so close to Christmas) but it arrived on time, really early in the morning and it tastes amazing!! So happy especially as a first time customer 😊

One of the best pastries that I've tried!

Very disappointing customer service. I received conflicting information about a “free brownie” offer — first being told it applied “this week,” then only from that day, and finally only to orders placed that specific day. I was advised to cancel and reorder, only to be told the offer couldn’t be used alongside the discount I’d already applied. The constant backtracking and unclear promotion terms made the experience frustrating and a waste of time.

Ordered a cake for my son’s birthday. Inedible as the sponge is so dry. I brought this to their attention and sent photos, even offered to return it but nothing but poor customer service received. Will never buy from this company ever again.

Damaged cake delivered with no replacement offered.
I spent over £100 on an order for the Christmas cake for an event. The cake arrived on Friday 12th Dec damaged in transit, the top was squashed with the star missing with the top lopsided. It didn’t resemble a Christmas tree at all. I called PV they asked for photos which I had taken as soon as I unboxed the cake: The photos were sent to customer services right away, they responded later in the day requesting more photos which were also sent. Then all went silent. From Friday 12th Dec to Sunday 14th Dec I placed numerous calls, left voicemails & sent emails to PV asking for urgent reply as the cake was not only damaged in transit but as it began to defrost in the fridge it was oozing fluid, water was coming out of the bottom of the cake. Photos of this were also sent. The cake was clearly inedible. No one from PV was responding to offer a resolution. The matter was time sensitive as the cake was to be for an event which I had relayed to PV in my emails & voicemails. None of which were responded to. To add more of an insult to the already shambolic delivery & inedible cake I received an email from PV today offering me a shameful £20.00 gift voucher on a £100.00 inedible cake order! Disgraceful. I’m still waiting for my calls to be returned as the only way this can be resolved is either with a replacement cake or a full refund. They claim this cake to be a ‘show-stopping festive masterpiece’ it’s in fact a disappointing mess !

I ordered a cake for a big birthday at a restaurant and only after receiving the confirmation e mail did Patisserie Valerie reveal they would be sending the cake frozen using DPD.
On realizing this I rang them right after ordering to cancel as DPD and frozen cake immediately adds a whole added layer of complications.
The call handler told me PV's terms and conditions means they only have to refund 50% of the fee.
I pointed out this was not ok as I had only just placed the order - not knowing the cake would be sent frozen using DPD. The call handler kindly checked with their manager and the refund was authorised and processed right way.
However this experience has convinced me to always source a local baker where possible.

Update: for customers to be aware of when ordering from Pattiserie Valerie -

after they processed the refund for which I am grateful- because I had also sent an e mail prior to calling them to request the cancelation of the order.
PV' s internal systems had not yet caught up that they had refunded so I got an e mail respose which I will share here so others are aware of Pattiserie Valerie's refund policy.

'Thank you for getting in touch regarding your order. We completely understand that plans can change.

Before we process the cancellation, may we kindly ask if you’d like to amend the order instead—for example, by changing the delivery date or even selecting a different cake?

Alternatively, if you would prefer to cancel, we can issue you a voucher for the full value of your order, valid for 12 months, so you’ll have the flexibility to reorder at a time that suits you best.

Please let us know how you would like to proceed, and we’ll be happy to assist.

Kind Regards,

Anne @ PV Team'

I ordered a cake for my partner’s 30th birthday, paying for next day delivery totally £59. It arrived with the icing damaged in many places, upon sending pictures to prove it does not look presentable for a birthday celebration, it has been deemed ‘not that bad’ so I have been sent a pathetic £15 apology voucher. I am now left with no birthday cake (unless I want to present a bashed up cake to 20 family)

Really really disappointed.

The cakes looked good, but my dessert had mould in it! If I hadn't checked under my fruit I'd have eaten a disgusting amount of blue and black mould. They completely ignored multiple attempts to resolve the issue directly. Cannot in good conscience recommend anybody visit.

From start to finish my experience was amazing.Ordering was easy,I was kept informed of the progress,and DPD delivery was in the allotted slot. It was beautifully packed and when defrosted looked and tasted amazing. I will definitely order again.Thank you to everyone concerned you made my daughter's birthday so special.

Been coming to their Ealing store for years. And just ordered my first cake on their website recently. Easy to order and was delivered in perfect condition, I was sceptical about ordering a cake through the post as its not the norm. Cake was fresh. Only negative about this company is that their cakes were better before they went into administration, they're not as good now.

Unsolicited emails

I have not bought anything from this company in years. Why suddenly two emails from them today?

One from @pvcakeclub.co.uk and the other from @patisserie-valerie.co.uk, both now blocked and reported.

Surely a misuse of data?

We don't even have a store now here.

Purchase the chocolate forest fantasy cake for my child's birthday. Arrived with all the butterflies on top smashed. I requested a replacement cake. They refused and offered me a £10 gift voucher. Really disappointed in the customer service

Such amazing cakes!

I ordered a birthday cake and paid extra to be delivered a day before the birthday party. On the day the cake supposed to arrive, I checked DPD and they said to get in touch with Patisserie Valerie as something happened to my cake and they can't deliver it. I tired to call and sent an email, tried to get an urgent solution to get my cake delivered asap. Although I asked for a call back to discuss options, they've never called. In the email I got 2 option, a voucher or to re order the cake for the next day (no option for refund or at least to refund the extra I paid for delivery on that day). I choose to re order, I assumed they would urgently try to get the cake to me as it was already a day late. DPD gave me the estimate delivery between 7 am and 10 pm (basically anytime during the whole day). It arrived at 3 pm and needed 4 hours to defrost. I wasn't able to serve it on the birthday party. I got in touch with Patisserie Valerie, they were adamant that no refund is due. I will never order from them again, the cake was nice the next day once it defrosted but it was for an occasion and I wasn't able to offer it to my guests. Customer service was extremely poor, there was no urgency to fix this issue and they didn't offer anything to make it right. I would not order from them again as they are totally unreliable.

I ordered a celebration cake from Patisserie Valerie, but unfortunately, the cake had collapsed after defrosting. I first contacted the customer service team in August, and despite several polite follow-ups over the past few months, the issue is still unresolved.

While the responses from the team (mainly Anne and Lynn) have been courteous and apologetic, the communication has been extremely slow, I keep being told the matter is under review, with no clear resolution or outcome even after repeated emails.

It’s really disappointing, especially given the cost and the occasion the cake was meant for. I had hoped for quicker action and a fair resolution, but after waiting this long, I felt it was important to share my experience publicly.

ordered an afternoon tea e gift card. when the receivers tried to book a tea at cambridge they was unable to get a response they contacted the company to be told it was closed although the store was still being on the web site. and was told nearest was at brent cross. when i contacted the company on there chat line was told i could have it delivered as no refund was possible. i eventually ordered it to be delivered to my home but after two attempts it never arrived. i have sent another e mail to them asking what is the problem. this is disappointing as i have had two teas at Cambridge and very satisfactory.

Really wish I had read the reviews before ordering... however I knew of Patisserie Valerie and thought they were a reputable company. Sadly there are clearly recurring issues that have not been fixed, given the reviews below. I ordered an afternoon tea delivery for my grandma's 91st birthday. I made sure to order it to arrive the day before the event (as suggested on the website). I was given a delivery time slot...which came and went with no delivery...I waited up until 10pm with no updates. Eventually it said my order would arrive the next day. However when I woke in the morning I had a note from DPD to say that as my goods were perishable they had been destroyed!!
To credit PV, they emailed straight away to confirm there had been an issue but offered a voucher or a replacement to be sent with the next delivery date. Neither were acceptable to me as I will NEVER buy with them again. I stated I needed a refund and they did so straight away. PV please stop this from happening again to other customers, it is such a shame.