Biscuiteers Reviews

Name: Biscuiteers
Address: 18 Stannary Street, London
Rating: 4.61

4.6 Rating 5,797 Reviews

89 %

of reviewers recommend Biscuiteers

4.6

Based on 5,797 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour

Visit Website

Phone:

0207 820 3115

Location:

18 Stannary Street
London
SE11 4AA

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Biscuiteers 1 star review on 7th May 2024

Anonymous

Biscuiteers 5 star review on 4th June 2022

Jeannine Hendrick

282

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am sure the gift was good although I have not seen it or eaten it myself. The website was fairly good and geared up for gift deliveries. However, when I selected same day delivery (£15), I was told the earliest delivery could only be the next working day. When I then selected next day delivery, I was then told they needed 2 working days. However, my delivery charges were not amended. I then received an email to say I would be sent two messages - one to let me know when gift is dispatched and another to give me an estimated delivery time. I received the first message only after the delivery had been made and never got the second message. A bit unreliable”

Helpful Report

Posted 7 years ago

Thanks so much for leaving your review. I'm sorry the delivery dates were a little confusing for your order. The reason for this is that our chocolates take 24 hours to prepare, as the personalised icing needs to be allowed sufficient time to dry before dispatch so when you order all delivery times have to be pushed back 24 hours. This is explained at the checkout so I apologise that you did not find the reason for this to be clear at the time. The order was still dispatched with a same day courier, therefore the charges were correct for the service selected. Thanks again for your feedback which we will certainly take on board to try and improve our service. Best wishes, Biscuiteers x

Posted 7 years ago

“Lovely biscuits and tin and very efficient delivery service. However it was very disappointing to find that half of the golden sugar balls on the Easter egg biscuits had dropped off. Therefore many biscuits were imperfect.”

Helpful Report

Posted 8 years ago

Hi Maria, thank you for taking the time to leave your feedback on our Easter tin! We are really sorry to hear the decoration on your biscuits did not survive their journey to you! We understand that you have spoken with a member of the customer services team about this, and your feedback has been passed on to the product development team also for consideration on next years Easter range. Thanks again! Best wishes, Biscuiteers x

Posted 8 years ago

“I received a beautiful thank you box and was thrilled. I ordered a box for a friend and couldn't apply my voucher code for 5 pounds for my next under before I knew it I had paid. Unfortunately when I rang the girl was most unhelpful saying use of your next order. Disappointing customer service”

Helpful Report

Posted 8 years ago

Hi Jayne, Thanks so much for taking the time to leave your feedback. We are really sorry to hear of your disappointment. A member of the team will be in touch asap to find out what has gone wrong here and resolve this for you. Best wishes, Biscuiteers x

Posted 8 years ago

“Sadly, the biscuits were delivered to the hospital reception but never made it to the recipient. I haven't had time to follow up with the hospital in detail but perhaps there could be a better delivery system where a nurse on the ward has to sign for the biscuits, rather than main reception. The picture of the biscuits on the website looked lovely though!”

Helpful Report

Posted 8 years ago

Hi Jane, Thanks for letting us know about your delivery. I'm really sorry to hear your biscuits never made it to the recipient in hospital. Unfortunately we can't control where the biscuits get delivered to as most hospitals now have goods in departments and all post gets filtered through to the correct ward, but if we can help by redirecting the delivery to an alternate address please let us know by emailing yum@biscuiteers.com x

Posted 8 years ago

“I have ordered cakes from you on numerous occasions and always been absolutely delighted. Unfortunately on this occasion the cake looked delicious but not one person managed to eat their full piece of cake.. I am not sure how to describe it, it was very dense and quite dry definitely not up to your usual standard. Pretty hard going to try and eat Sorry to give such poor feedback Linda williamson”

Helpful Report

Posted 8 years ago

Hi Linda, Thanks again for taking the time to let us know this has happened. As discussed we have raised this very unusual incidence with our kitchen for investigation to make sure we get to the bottom of why this happened. We are so sorry for the disappointment caused by this experience! Biscuiteers x

Posted 8 years ago

“Biscuit received had incorrect inscription. Rang to complain but no one returned my call.”

Helpful Report

Posted 8 years ago

Hi Brenna, thank you for getting in touch. We are so sorry for not being able to get back to you. The week before Christmas is our absolute busiest time, and our phones were exceptionally busy, so apologies that we didn't get to speak to you at the time. If we can do anything to help with this now please do pop and email over to us at yum@biscuiteers.com and we will be happy to further assist. Best wishes, Biscuiteers x

Posted 8 years ago

“We ordered macrons online for an office birthday celebration, which say they have to be ordered for the same day. They didn't arrive until 7pm, after the birthday girl had left. The main thing though was that we never got an ETA, so it was impossible plan when to surprise her with a birthday celebration. It was difficult to hunt down the phone number for the main office that handles the online orders, and no one answered. I also sent an email in the middle of the day asking for an ETA but didn't receive a response until the next day. The macrons themselves were nice; we had them the next day.”

Helpful Report

Posted 8 years ago

“I love the Biscuiteers product, and order a few times a year. I do feel however that the website is clunky and difficult to read clearly during the ordering process (too easy to accidentally hover over lists, and writing incredibly small). I'm now a VIB but have no idea what this means as I couldn't find the VIB lounge to find out! Sent a message to Biscuiteers about it which has been ignored, so I'm no clearer! I have to say I don't feel much like a VIB... One order I placed was spelled wrongly in the biscuits (thankn instead of thanks) which, given that apparently two people check the icing before an order goes out, is unforgivable. It's really dented my trust in the product, despite the offer of a small discount against the next purchase or a replacement (too late!). Finally, I think I receive too many emails, and sometimes they are duplicated so I receive two instead of one including this feedback one, and my confirmation of VIB status, so some work needs to be done on the emailer campaigns from the back end. Is there a way I can cut down so I only receive one email per seasonal offer?”

Helpful Report

Posted 8 years ago

Hi Jo, thank you for taking the time to leave your feedback. We are so disappointed to hear that your experience with us was disappointing on this occasion. This is not at all what we like to hear, and we would like to address and resolve the issues you have detailed directly; a member of the team will be in touch shortly to further discuss these with you. We look forward to hopefully being able to help with this and restore your faith in the Biscuiteers! x

Posted 8 years ago

“Smaller box then expected...beautifully wrapped and presented but far too sweet.”

Helpful Report

Posted 8 years ago

Hi Rachael, Thanks for leaving your feedback. We're sorry to hear the product was not to your particular taste! However I'm glad the delivery met your expectations in all other aspects. if you wanted to discuss this further with us please do feel free to contact yum@biscuiteers.com with your thoughts and feedback. Many thanks, Biscuiteers.

Posted 8 years ago

“I love your products and have bought many times in the past - for lots of occasions and was a big fan. I had a bad customer service experience with extremely rude sales person while trying to order a mother's day gift with voucher code that wasn't clear - and then my mother's day presents (for both mother in law and my mother) didn't arrive until the week after mother's day. After this it has taken me a couple of years before buying again and this was my first try since. The thank you gift this time was very well received, delivered promptly and I'm sure was delicious. Thank you”

Helpful Report

Posted 8 years ago

Hi Chloe, Thanks for taking the time to leave your feedback for us. I'm so sorry to hear you have previously had a negative experience, but I'm delighted to hear that your latest order was well received and enjoyed by all. Thank you for your order with us! All the best. Biscuiteers

Posted 8 years ago

“Beautifully presented and a great idea, but I was somewhat disappointed with what arrived, specifically due to the size of the biscuit package. Giving this as a gift felt quite lacking and we had to supplement with something else. We have used Biscuiteers before a year or so ago and the biscuits/packaging were much better in size.”

Helpful Report

Posted 8 years ago

Hi Paul, I'm sorry to hear you were disappointed by your little box of wedding chocs. All our chocs are handmade, so they do vary slightly in size, however we do try to have all of our product packaging dimensions available on the website so our customers know what to expect when placing their orders. We do apologise that you weren't happy with your order on this occasion. Biscuiteers

Posted 8 years ago

“The biscuits and packaging are absolutely sublime, beautiful and a real treat. However, the website is very difficult and I've abandoned my last two orders as it just can't seem to get to the end without a hitch. It's my favourite pressie to send, and I'd use it often, but I don't have time to use a website which is so often confused. That's my only reason for not giving it 5* plus xx”

Helpful Report

Posted 8 years ago

“Disappointed, biscuit was a little stale, such a shame”

Helpful Report

Posted 8 years ago

Hi Teresa, Thank you for your review. We would love to understand more about your order, our customer service team will be in contact with you directly. The Biscuiteers

Posted 8 years ago

“Hello, it is funny that I received this email asking for feedback. I have been very fortunate to receive biscuits from yourselves and have always been overwhelmed with the packaging, the quality and the beautiful, exquisite biscuit. I felt I had to share this with fiends and family and have now sent 3 gifts to different people. My most recent was to my best friends and godparents to my little boy who looked after hm whilst my husband was in hospital. My little boy is 'ginger' so what better way to say thank you than to send a Jolly Ginger biscuit! However, when it arrived, despite being thrilled they were a little shocked (please see attached photo). Luckily they saw the funny side!”

Biscuiteers 3 star review on 26th May 2016

Helpful Report

Posted 9 years ago

Hi Jennie, Thank you for taking the time to leave us a review. It is great to hear you have received Biscuiteers gifts and are now sending our biscuits to friends and family. With regards to your latest order our customer service team will contact you directly.The Biscuiteers

Posted 9 years ago

“I was disappointed as there was a problem with late delivery and damaged goods, and although the matter was resolved with a replacement sent, and a future discount code provided, I still felt let down as I had paid the extra postage fro same day delivery. On a positive note, customer services were brilliant, and I can't fault them for they way the issue was dealt with.”

Helpful Report

Posted 9 years ago

Hi Steve, Thank you for your review. We are sorry to hear that there was a problem with delivery, but really appreciate you taking the time to review our customer service team. We will be sure to pass this on to the team! The Biscuiteers

Posted 9 years ago

“Great dog biscuits but the wrong choice was sent for my order and I have rung and left a message for someone to call but haven't heard anything!!!”

Helpful Report

Posted 9 years ago

Hi Lousie, Thank you for your review, our customer service team will be in touch with you to discuss your order of the doggy treats. The Biscuiteers

Posted 9 years ago

“I have used your service several times and have always received lovely comments from the gift recipients. On the most recent occasion my friend had to guess her birthdaybiscuits were from me as she said there was no note in the box but I do remember writing one so it would be great to find out what happened! Thanks.”

Helpful Report

Posted 9 years ago

Hi Reene, thank you for your review. Our customer service team will certainly look into this and get in touch with you via email. The Biscuiteers

Posted 9 years ago

“I have received products as gifts before and loved them (biscuit tin and Christmas cake). I ordered 2 small boxes of chocolates and 2 Mothers Day biscuit teapot cards. The chocolates were lovely. The biscuit cards though are overpriced. Packaging great but so disappointed when my Mum opened the box. The biscuit is really tiny and the worded icing was very crooked, making the product look quite cheap. I thought it was a great novelty idea but would never have paid the amount if I had seen it in a shop. Such a shame as I think the concept of biscuits for all the occasions you offer is fantastic. I would recommend your products to others but not the individual biscuit cards.”

Helpful Report

Posted 9 years ago

Hi Heather, thank you for your review. Our icers take the upmost care when hand decorating all our biscuits. We also have rigorous checks in place to ensure all items sent out are of the highest quality. We would love to obtain some further information from you regarding your order. One of our customer service representatives will be in touch via email. The Biscuiteers

Posted 9 years ago

“One biscuit was perfect, the other was damaged.”

Helpful Report

Posted 9 years ago

Hi Rachel, Thank you for your review. We are very sorry to hear that one of your biscuits was damaged on arrival. We have spent a lot of time and effort perfecting our packaging to ensure that breakages are to an absolute minimum, so it is always disappointing when we find that things are not as they should be. We would be more than happy to re-send the biscuit if this is appropriate? Please do let us know via email if this is suitable and this can be organised. The Biscuiteers

Posted 9 years ago

“Hi there. I have been meaning to call you which I shall do. My biscuits arrived without a note attached to them, Not sure what happened here but kind of defeated the point of me sending them. Do you know what happened? Anna Maloney”

Helpful Report

Posted 9 years ago

Hi Anna, Thank you for your review. We are sorry to hear that the recipients couldn't find the gift message. We try to make instructions to find the message as clear as possible on our address slip, which is placed on the outer cardboard packaging box. The front of the address card prompts the recipient to find the gift message stating; ‘Open me!’ The gift message is automatically printed on the inside of the address card. We cannot process the order without both the address and gift message being fully printed. We understand that you may be disappointed that the message was missed but we can assure you it was printed along with the order. We hope that this helps clear things up for you. The Biscuiteers

Posted 9 years ago

Biscuiteers is rated 4.6 based on 5,797 reviews