Biscuiteers Reviews

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

4.6 Rating 5,791 Reviews

89 %

of reviewers recommend Biscuiteers

4.6

Based on 5,791 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The biscuits arrived on time and they looked really nice - my mum thought they were great! But when she ate one they were really hard and didn’t taste nice at all! Such a shame as I spent a lot on the biscuits and they just didn’t taste nice.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. I'm so sorry to hear that your mum wasn't satisfied with the taste of our biscuits, this is really disappointing and extremely unusual to hear. 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 5 years ago

Hello, Thank you so much for taking the time to leave a review. I am so sorry to hear that your biscuits arrived in a less than perfect condition. A member of Biscuit Happiness Team will be in contact to discuss this further. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“I ordered 3 biscuits and 2 didn’t get to the recipients on time. Very disappointed to the extent I’ve asked you to remove me from your mailing list.”

Helpful Report

Posted 5 years ago

Hello Hazel, Thank you so much for taking the time to leave a review. We do say with our Royal Mail Tracked service that it is not a guaranteed service and your order can be delivered over a two day period if you select this. I'm sorry that was not made clear enough to you at checkout and I hope the recipients enjoyed their gift once received. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“Nice biscuits, but so are a 50p packet of digestives with some icing on them. So ridiculously overpriced it’s laughable. £20 for four tiny biscuits?! A complete waste of money.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. We do appreciate that our biscuits are a little more expensive than your average biscuit but this is because they are hand cut and hand iced and arrive in one of our beautiful keepsake tins or illustrated gift boxes. So they really do make that gift extra special! Kindest Regards, Biscuiteers x

Posted 5 years ago

“Nice biscuits but their 1950’s gender stereotyping is somewhat dated so I’ve moved to using one of the many other similar companies now. Beats me why they can’t just label their products ‘blue/ pink new baby’ box (and include some more colour options). Why the obsession with making everything either super pink (labelling it for girls) or blue, blue, blue (labelling it boys). Great business idea but unfortunately they need to move with the times.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. Thank you so much for your feedback and we will definitely be passing this onto our product development team. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“I ordered two sets of the christmas biscuit tins at cost of £85. They arrived promptly and are well presented and beautiful designs. However I am very unhappy with the condition and taste of the biscuits. The consensus of the people sharing the biscuits is that they are stale. A shame as the idea and concept is very good but when paying premium price at over £3.30 per biscuit I would expect much better quality of taste. The response from customer service team was slow, and they did not return my calls, but did write to me today that the biscuits cannot be stale and i have experienced the normal expected taste. I offered to return the biscuits but the team do not appear to be interested. A shame as this would have been a good gift option throughout the year instead of flowers or hampers or chocolate. But not for me with the biscuit that is stale and cost more than flowers or hampers.”

Helpful Report

Posted 5 years ago

Hello Francis, Thank you so much for taking the time to leave a review. We are so sorry that you were not happy with the taste of our biscuits, this is really disappointing. We have been particularly busy with the run up to Christmas so it is just taking a little longer than normal getting back to customers, we can see your email so we will look into this now and reply shortly. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“Your products are lovely but to be honest, the website is pretty buggy. Applying voucher codes and pulling addresses from the address book doesn't work first time and I found I had to repeat processes multiple times before being about to check out. I almost didn't purchase at all as a result.”

Helpful Report

Posted 5 years ago

Hello Jen, Thank you so much for taking the time to leave a review. I'm so sorry you experienced these issues on our website when placing an order. This isn't something we have heard of before but we will definitely be flagging this with our web team. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“I bought a gift for my sister who had been ill and thought this would have been a good idea. I had been told it would be delivered on a certain date and to have someone in to sign for it, but of course it didn’t arrive and no contact to say when it would be delivered. My sisters surprise present turned a bit sour when she had stayed in all day For it not to turn up. It eventually turned up late. I know biscuiteers are not responsible for Royal Mail but I had paid nearly £5 for the delivery. Don’t tell people something is going to arrive on a certain day if you cannot back it up. Speaking to Biscuteers said I “happened “ to be the 5% that doesn’t get there on time. Hum I wonder if this is just a get out clause. They did say I could have a gift voucher to use on my next purchase. So far this hasn’t arrived or credited to me now three weeks on. No matter as I will not use this company again or recommend it to any one.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. I do apologise that your order was not delivered on the day you selected at checkout and for the inconvenience this has caused you and your sister. With our Royal Mail next day delivery service it is not guaranteed that the delivery will arrive on the day you have selected at checkout. We do try to make this clear on our website 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.' This is then further reiterated in customers order confirmation emails. Therefore, it can sometimes take 48 hours for delivery to be completed with this service and I'm afraid it seems your order has fallen into this 5%. Regarding your credit note, I can see that this has been added to your account and is waiting for you at checkout when you next wish to place an order with us. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“Confusing website,I should have had free delivery as I ordered 4 items over £100, all to one address. Instead I was charged separately (because for some reason the website order page kept listing them separately, and when I complained via email they eventually responded explaining that I had placed four orders so that is why they charged me! When I complained they agreed to refund 3. I wasn't impressed as I shouldn't have had to pay anything! Half of the delivery did not arrive on the agreed date, when I queried they told me that it can take another 24 hours. This was not clear on their website. Also the tins are not sealed so I'm not sure how fresh they will still be when opened on Christmas Day. The product looks lovely, however the customer service and me having to chase didn't impress me. I would not order again.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. I really do apologise that you have found shopping with us confusing, it does look like you selected our multi shipping option at checkout which is why you were charged for each separate order but I'm glad we were able to merge these orders together and refund your delivery charges where necessary. Regarding our tins, so they don't arrive sealed at all, instead the biscuits are secured down within layers of glassine and then covered in wax paper which keeps them fresh for a good few months. So they will still be extremely tasty come Christmas. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“A disappointing delivery service. We paid an extra £9.95 for a next day delivery service that didn’t arrive. A disappounting customer service as no one available to discuss this as they only have someone to discuss this with service Monday - Friday. A shame as they offer a nice product.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave a review. We are so sorry that your item didn't arrive on Saturday as requested at checkout. This is really unusual as we use DPD as our premium weekend delivery service and usually they are extremely reliable in delivering our items on time and keeping our customers fully notified throughout the whole delivery. I can see a member of our customer service team has been in contact with you to resolve this and have your item re sent. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“The kit was much smaller than expected and definitely wasn't worth the £50 price tag! I definitely felt ripped off.”

Helpful Report

Posted 5 years ago

“So disappointed! Ordered a wedding cake biscuiteer for a friend and it was broken when she opened it. I did email Biscuiteers to complain but they did not respond back to me 👎🏼”

Helpful Report

Posted 5 years ago

Hello Tracey, Thank you so much for taking the time to leave a review. I am so sorry to hear that your Biscuiteers gift arrived damaged, this is so disappointing and we apologise for any inconvenience this may have caused. We don't seem to have received an email from yourself but a member of our customer service team will now email you to resolve this for you. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“I love these biscuits (although a little pricey) but I do have a problem with their website . I have emailed on several different occasions from the website and do not receive a reply , yet when I email from my own personal box its fine . Emailed last week to say that my box had been damaged - I like using the boxes for various things - still yet to hear back over a week later .”

Helpful Report

Posted 5 years ago

Hello Dawn, Thank you so much for taking the time to leave us a review. I am so sorry that you have been having difficulty with contacting us and our website, I have checked our inbox and we don't seem to have received any emails from you since June so I am so sorry about this. I am also so sorry to hear that your item arrived damaged, a member of our customer service team has now emailed you directly to resolve this for you. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“I’ve heard the biscuits are lovely so I have no fault there, but it was a hassle to sort out my order and get a response from customer services. They didn’t respond to my email for several days. In total it took about five/six days, several emails, several tweets and a phone call to rectify a mistake with the delivery address. With any other company I’d assume this would be fixable within a day or so with one email, instead of five days later. Unfortunately I live abroad so I wasn’t able to call, and had to had a friend in the U.K. to do it for me just so I could make sure the biscuits arrived on time. It took a full week from me informing them of the problem to the biscuits being received so be careful if the gift is time sensitive. Ultimately the biscuits are well received and was a lovely surprise.”

Helpful Report

Posted 5 years ago

Hello, Thank you so much for taking the time to leave us a review. We're so sorry it took so long to amend the delivery address that had been inputted at checkout. I believe our customer service team did try to call you quite a few times to fix the issue there and then but as you were not able to accept UK calls we did have to resort to emails which can take a little longer to pick up and reply. We're so glad the biscuits were well received and 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 5 years ago

“I ordered a Letterbox biscuit as a birthday gift for a friend. Although the biscuit itself was lovely, it did not arrive as planned in time for her birthday as it couldn't fit through her letterbox, defeating the point of ordering a Letterbox biscuit. I was also disappointed with the customer service as when I phoned to raise my concerns about this issue I had to leave an answerphone message and no-one ever returned my call. Disappointing.”

Helpful Report

Posted 5 years ago

Hello Claire, Thank you so much for taking the time to leave a review. We're so sorry that Royal Mail were unable to post your order through the letterbox. In most cases Royal Mail do not have any trouble posting our singular letterbox biscuits through a letterbox, but if the letterbox is obstructed or smaller than usual or another reason as to why the delivery driver is not able to post it through then a signature will be required, which is what seems to have happened with your order. I am so sorry about this but having tracked your order I can see the recipient was able to collect their gift from their local sorting office shortly after. We're so sorry that your call was not returned, I am very shocked to hear this and we will be flagging this with our customer service team. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“The biscuits are so small, was a little embarrassed to be giving them as a gift as they were so tiny! For £11 plus shipping it’s a lot of money for biscuits smaller than a custard cream.”

Helpful Report

Posted 5 years ago

Thank you for your feedback. I'm so sad to hear you were disappointed with the size of the biscuit you ordered! We do include the dimensions in our product information to ensure our customers know what they will be receiving when they order, and also a lifestyle image to show them being held by someone, so I am sorry you were disappointed. We will pass on your feedback to our product development team for reference. The Biscuiteers x

Posted 5 years ago

“I placed the order on 22nd June and they did not arrive to the recipient until 25th July...! Delivery method was stated as "Royal Mail next day" Cake was happily received by our client, however why did it take a month to deliver?? Your insight would be much appreciated Many thanks Abby”

Helpful Report

Posted 5 years ago

“too sweet for my taste and not sure if this was anything to do with the time it took to arrive but the biscuit itself were very hard to chew on. was a little disappointed..”

Helpful Report

Posted 6 years ago

Hello, thank you for leaving us a review. Were so sorry you were not happy with your O2 Priority Customers Biscuit Card. A member of our customer service team will be in contact to discuss this further as we really appreciate all feedback from customers. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“The personalised chocolates I received for a 30th Birthday present were lovely but I was trying to tie this in with a specific gift voucher. Phoned biscuiteers on 9th May and was told customer services would get back to me. Had to phone them again on 17th May - still couldn't answer my question (didn't seem to know what was on their own website). So I did then buy the voucher from the website I could have bought on the 9th, spent £100 on a present which then missed the date of the birthday! So lovely product but poor customer care - so I wouldn't go to biscuiteers for a special present again there are other companies who value their customers more”

Helpful Report

Posted 6 years ago

Hello, thank you for taking the time to leave us a review. We're so sorry you were not happy with our service, this is really disappointing to hear. I believe a member of our customer service team has been in contact to resolve this for you but if you do have any further queries please do not hesitate to contact us at yum@biscuiteers.com. Thank you and Kindest Regards, Biscuiteers x

Posted 5 years ago

“The biscuits looked nice, were delivered on time but unfortunately the actual biscuits were soft and stale.”

Helpful Report

Posted 6 years ago

Hello, thank you for taking the time to leave a review. Please accept our apologies that your order arrived in a less than perfect condition. It is very unusual that our customers have a complaint of this nature as we have strict checks in place to ensure our orders arrive in the best condition. We'd really like to make this up to you, and so a member of our customer service team has been in contact via email to resolve this for you. Biscuiteers x

Posted 6 years ago

“The biscuit was smaller than expected for £9. Also it was soft and not crunchy and too sweet. No flavour and uninspiring. Expected more”

Helpful Report

Posted 6 years ago

Hello, Thank you so much for redeeming your free O2 Priority Customers Biscuit Card. We're so sorry to hear you were not happy with the taste of the biscuit, we have taken your comments on board and will look into this with our production team as our Vanilla biscuits should be full of flavour. Thank you and Kindest Regards, Biscuiteers x

Posted 6 years ago

Biscuiteers is rated 4.6 based on 5,791 reviews