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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order never arrived.”

Helpful Report

Posted 7 years ago

Hello, Thank you for taking the time to leave us a review. Unfortunately, we are unable to track O2 Priority biscuits as they were sent via Royal Mail, second class delivery service. As stated in the terms and conditions set out by O2, Biscuiteers are not responsible for any loss or damage of O2 Priority biscuits. I apologise that we could not be of more help on this occasion. But I do think Royal Mail have just experienced a small delay and your order will be with you any day now. Thank you and Kindest Regards, Biscuiteers x

Posted 7 years ago

“I placed an order 10 days ago and still have not received it. Customer service are not very helpful either, they don't provide much information and they reply after a long time.”

Helpful Report

Posted 7 years ago

Hello, thank you for taking the time to leave us a review. Unfortunately, we are unable to track O2 Priority biscuits as they were sent via Royal Mail, second class delivery service. As stated in the terms and conditions set out by O2, Biscuiteers are not responsible for any loss or damage of O2 Priority biscuits. I apologise that we could not be of more help on this occasion. But I do think Royal Mail have just experienced a small delay and your order will be with you any day now. Thank you and Kindest Regards, Biscuiteers x

Posted 7 years ago

“Biscuit was stale and delivery was very slow believe this accounted for the stale biscuit”

Helpful Report

Posted 7 years ago

Hello, thank you for taking the time to leave us a review. We're so sorry you were not happy with your O2 Priority Biscuit. A member of our customer service team will be in contact with you to discuss this further. Thank you and Kindest Regards, Biscuiteers x

Posted 7 years ago

“The description of this item was very vague leading to me think I would receive 5 biscuits considering the expensive price. You actually only receive 3! Not worth the price and the biscuits were not good quality. Very disappointed! Contacted customer services who said they were unable to help but taking my comment under consideration, not helpful.”

Helpful Report

Posted 7 years ago

Hello, Thank you so much for taking the time to leave a review, we really do appreciate all feedback from customers. We're so sorry to hear you were disappointed with your personalised teapot biscuit box. We do try to make it clear on the product page, through images and a description that this is a biscuit box that comes in a white, illustrated gift box with 3 biscuits in it. We're so sorry for the confusion here and we will be passing your comments onto the relevant people here at Biscuiteers. Thank you and Kindest Regards Biscuiteers x

Posted 7 years ago

“Following on from my review last week regarding late delivery for Mothers' Day. I received the 'cop-out' reply that 95% arrive on time, we're sorry you fell in the 5% (email on Monday). This was 2/2 for falling in the 5%! This new review is regarding the poor customer service - no-one answers the phone nor returns voice mails and it took 5 days for an email response (although I was positively hounded with emails with Mothers' Day marketing emails from them). I repeat again 'DO NOT USE THIS COMPANY!'”

Helpful Report

Posted 7 years ago

Good Afternoon Susan, Thank you for taking the time to leave us a review. We really do appreciate all customer feedback and I am so sorry to hear you have not been happy with our customer service. During our particularly busy times we do say that it can take up to 48 hours for us to get back to customers emails. For anything urgent we do say to call our customer service line on 08704588358 where we do check voicemails hourly so I am so sorry if we were unable to get hold of you. We will be looking into why you did not receive an email back until after 5 days as this is definitely not our usual standard of service, so I do apologise about this. Thank you and Kindest Regards, Biscuiteers x

Posted 7 years ago

“Poor customer service when I complained about the delivery being too late. Recieved a fob off communication and nothing since. Certainly wouldn’t recommend them to anyone I know.”

Helpful Report

Posted 7 years ago

Good Morning, Thank you for taking the time to leave us a review. With our Royal Mail next day delivery service it is not guaranteed that the delivery will arrive the next day. We do try to make this clear on our website and customer's order confirmation emails, by stating: '*Please note this is not a guaranteed delivery date. 95% of deliveries will be made on your chosen date (Mon-Sat excluding Bank Holidays), the remaining 5% will be delivered the following day.' Therefore, it can sometimes take 48 hours for delivery to be completed with this service. I believe a member of our customer service team has now been in contact with you to resolve this. Thank you and Kindest Regards Biscuiteers x

Posted 7 years ago

“If I could give a zero, I would. This is the second time I have used this company. The first time the order arrived 24 hours late after the birthday party had happened despite me specifying the day before. I received a refund once I returned the items. Against my better judgement I ordered Mothers’ Day biscuits this week. The money was taken out of my account on Wednesday and I have an order number, but the order has not arrived today as requested. It is too late for me to post a card and no florist will deliver. Working days are ‘Monday - friday’ so clearly no one will reply to my voice mail before Monday. Disappointed does not begin to describe how I feel. In fact, I cried that I am unable to send my 80-year-old mother anything for the first time ever and she lives a flight away. Do not use this company!!!!!!!!!”

Helpful Report

Posted 7 years ago

Hello, Thank you so much for taking the time to leave a review. We are so sorry to hear how disappointed you were by our delivery service. I can see that you selected our Royal Mail next day delivery service at checkout, this service is not a guaranteed service and we do try to make this clear at checkout and on customer's order confirmation emails by stating the following : Please note this is not a guaranteed delivery date. 95% of deliveries will be made on your chosen date (Mon-Sat excluding Bank Holidays), the remaining 5% will be delivered the following day. Having tracked your order it looks like your order was delivered the next working day and the recipient has now received their gift. I am sorry for the inconvenience this has caused you though. If you have any further queries please do not hesitate to contact us at yum@biscuiteers.com. Thank you and Kindest Regards. Biscuiteers x

Posted 7 years ago

“To be clear, I like the product, the biscuits I have received have been lovely and those I have sent have been well received, when they have arrived. However customer service is absolutely appalling for an expensive novelty item. Not only are email contact response times painfully slow but their idea of a goodwill gesture for expensively ruining a gift with late arrival and poor website function is risible, Briefly, there is a problem with the website and two months in from my first brush with it it goes I rectified. The issue is that you select a delivery date and then at check out it tells you that it is unavailable for your address, mainland UK in this case, commuter belt for a major city. The first time I went around in circles trying to rectify this and sent numerous emails which got appallingly slow responses (I'm living outside of the uk so phone wasn't an option for various reasons), I literally lost hours of my life and the biscuits arrived abut four days after the recipient's birthday. I was offered a £5 credit which I found underwhelming. However, today I thought I might try again for Mother's Day same issue on the website and no answer to my email. So, I'd give the biscuits four stars, five for beauty and three for taste, they are on the hard side but still nice enough. Customer service a gets resounding nil.”

Helpful Report

Posted 7 years ago

Hello Fiona, Thank you for taking the time to leave us a review. I believe our customer service team are in contact with you to try and get to the bottom of what seems to be happening to your orders at checkout. We really apologise that there seems to be an issue and will hopefully be able to resolve this for you as soon as possible. During our busy times of the year such as Mother's Day it can sometimes take up to 48 hours for our customer service team to respond to emails so I'm sorry if this has been the case for you, a member of our customer service team will contact you now though. Thank you and Kindest Regards. Biscuiteers x

Posted 7 years ago

“Although it looked good, it did not taste good. It was too hard to bite. Just an ornament really.”

Helpful Report

Posted 7 years ago

Good Afternoon, Thank you so much for taking the time to leave us a review. I am so sorry your Biscuit Card did not taste as it should have. This is really disappointing and a member of our customer service team will be in contact to discuss this further with you. Thank you and Kindest Regards, Biscuiteers x

Posted 7 years ago

“Biscuits all arrived broken.”

Biscuiteers 1 star review on 25th January 2018

Helpful Report

Posted 7 years ago

Hello Jennifer, Thank you so much for leaving a review. We are so sorry that your biscuits arrived damaged. This is really unusual and we are looking into this with our delivery service and our production team to make sure this does not happen again. In the meantime we have been in contact with the recipient and we are arranging a replacement order to be sent out to them. We are sorry for any inconvenience this may have caused you and the recipient. Thank you and Kindest Regards. Biscuiteers x

Posted 7 years ago

“They were damaged and without photos I couldn't get a refund. Offering me a voucher was pointless and never using again!”

Helpful Report

Posted 7 years ago

Hello, We are so sorry to hear this. We have spent a lot of time getting our packaging right so we can avoid breakages. On the rare occasion when our parcels do arrive damaged we have a policy where we replace immediately, or alternatively we can offer a credit. However we do require images of the issue in order to process these. I believe a member of our customer service team has been in touch with you regarding this. The Biscuiteers x

Posted 7 years ago

“The order did not arrive in time for the birthday despite ordering it four days in advance. Then when I spoke to customer services no apology no refund and no response to email sent four days ago it’s really disappointing if you order a present for it not to arrive till two days after when you pay £4 for delivery. Very disappointing”

Helpful Report

Posted 7 years ago

Hi Ella, thank you for taking the time to leave a review. With our Royal Mail delivery service it is not guaranteed that the delivery will arrive the next day. We do try to make this clear on our website and in the confirmation email. However, we do have a courier service which guarantees the arrival of your order on the selected date. If there is anything else we can help you with please don't hesitate to contact the Biscuiteers customer service team via yum@biscuiteers.com. The Biscuiteers x

Posted 7 years ago

“I chose special Gluten Free biscuits as my aunt's Christmas present. I paid extra to ensure it would be delivered on a set day, so i could ask her to be home for the delivery. The biscuits went AWOL with the delivery company DPD, and they were never delivered. Result i had to go and buy an emergency gift so spent out twice. Very disappointed. But it appears the fault lies with DPD not Biscuiteers. I wouldn't trust the process though to try again.”

Helpful Report

Posted 7 years ago

Hi Graham, thanks for your email. We are really sorry to hear this. Our Customer Service team have picked up with you separately regarding this issue. We do apologise for this, we have been let down by DPD on this occasion and we hope to get this resolved ASAP for you. The Biscuiteers x

Posted 7 years ago

“Very disappointed - this arrived several days late, with no delivery note left on day one, and ruined a Christmas surprise for my sister who was working in A&E over Christmas. Requests for a refund were ignored.”

Helpful Report

Posted 7 years ago

Hello. We are so sorry to hear that. I believe our Customer Service team has picked up with you to resolve this ASAP. Apologies if there was a delay, we have had an incredibly high number of enquiries during the festive and New Year period and it has taken a little longer to get back to customers than usual. We will get this sorted as soon as we can for you. The Biscuiteers x

Posted 7 years ago

“Have to say I was very disappointed - three of the biscuits were broken. They were a first wedding anniversary for my daughter and her partner as they married last Christmas and had the 12 days as their theme. There was a problem with delivery and in the end it was late too. I received them on the 18th December. Ive been meaning to contact you - but as my mum died last week I've had too much to do. I've used your company before and always been delighted even though the product is expensive. Unfortunately I'm unlikely to use it again. The biscuits were loose in the tin - and three broken. I've taken pictures of them. Looking forward to hearing from you.”

Helpful Report

Posted 7 years ago

Dear Jackie, Thank you so much for leaving a review and we really do apologise that your items arrived damaged. A member of our customer service team will be in contact with you to discuss this further. Thank you and Kindest Regards Biscuiteers

Posted 7 years ago

“Absolutely shocking disappointment a few days away from Christmas. In good faith as a VIB customer I placed an order for Little Cayman Island in the British West Indies 6 weeks before it needed to be delivered, no dispatch information received, not received in Little Cayman, I discover today purely through my own sheer hard work and effort in seeking to track down my package that my £300 order has been shipped to the Canary Islands instead and is currently sitting in Madrid airport.....totally fed up that through not fault of my own, organising weeks in advance this is the result. I will not be using this company again.”

Helpful Report

Posted 7 years ago

Hi Yvonne, Thanks for your email. We are really disappointed to hear this. We are raising a formal complaint with Royal Mail who mis-sorted your parcel resulting it ending up in the wrong country. It's incredibly frustrating, especially since our team worked so hard to get your order baked, iced and packed for delivery on time. I believe our customer service team has given a full refund for this order, we really are very sorry for this mix up and have been really let down by Royal Mail International on this occasion. The Biscuiteers x

Posted 7 years ago

“Unfortunately I’m unable to review the actual biscuits as I never received them. Same issue as the other reviews - paid for collect+ delivery, code Biscuiteers provided was wrong. No response to several emails and no one picks up when I call.”

Helpful Report

Posted 7 years ago

Hi, We are really sorry to hear this. Our customer service team has been in contact with an alternative code. We have recieved an incredibly high number of calls and emails this festive period and so it has taken us a little longer to get back to customers than usual. The Biscuiteers x

Posted 7 years ago

“We ordered three boxes of biscuits for Christmas presents and selected the Next Day (24hr) Collect + service. I received the email saying my biscuits had been shipped 5days after placing my order. They were already 4days late at this point. After hearing nothing about collecting my order for another 2days I got in touch with the customer service team. They blamed issues with the Collect + service and sent me a collection code which I could use to collect my order. There was no acknowledgement of any failing on their part. I have tried to collect my order today (10days after placing the order) and was told the code wasn't correct. Called the office and they are closed! This means I will not have my order in time to give as presents. Thoroughly disappointed in such a failing in basic customer service.”

Helpful Report

Posted 7 years ago

Hi Mhairi, We are really sorry to hear this. I believe that our Customer Service team are in contact with you regarding your order and we hope to get it resolved ASAP for you. The Biscuiteers x

Posted 7 years ago

“I have not yet received my biscuits due to difficulties with the collection code through Collection plus - I have sent an e-mail regarding this. It has ben a nightmare The grade above does not reflect on the biscuits but I couldn't send without putting something”

Helpful Report

Posted 7 years ago

Hi Ann, We are so sorry to hear about this. I believe our Customer Service team has picked up with you seperately with you. We do hope the biscuits are enjoyed. The Biscuiteers x

Posted 7 years ago

“I ordered a biscuit 5 days in advance and it still arrived 1 day late. I have emailed customer services twice and posted a review already - you sent two emails- and no one has had the courtesy to contact me. Rubbish customer service all round.”

Helpful Report

Posted 7 years ago

Hi Annabelle We are so sorry to hear that. I believe our Customer Service team has picked up with you to resolve this ASAP. Apologies if there was a delay, we have had an incredibly high number of enquiries during the festive period and it has taken a little longer to get back to customers than usual. We will get this sorted as soon as we can for you. The Biscuiteers x

Posted 7 years ago

Biscuiteers is rated 4.6 based on 5,797 reviews