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Cutter and Squidge Reviews

4.6 Rating 18,106 Reviews
89 %
of reviewers recommend Cutter and Squidge
4.6
Based on 18,106 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 94%
Accurate And Undamaged Orders
97%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.7 out of 5
Read Cutter and Squidge Reviews

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Anonymous
Anonymous  // 01/01/2019
Would've given 0 stars if possible. I placed on order on Thursday for a delivery for Sunday. After confirming my order, they notified me Sunday morning that they are unable to deliver to the location or change the address. On calling customer support, the agent refused to offer a refund or change the delivery address for a mistake that happened on their end. When I asked for the agent's name, she just went mute and hung up. Worst customer service ever! Never ordering again.
Helpful Report
Posted 3 years ago
Hi Pragya, Thanks for your review. I am sorry to hear about your experience. I can see due to road blocks the courier service were unable to deliver your order. We do rely on third party courier services and I am disappointed to hear about what has happened on this occasion. I can see we have refunded your order due to this and I would Like to apologise for any inconvenience caused. Kind regards, Team C&S
Posted 3 years ago
Unreliable delivery- do not order!! Ordered the cake for morning slot but received the cake at 6pm. Unbelievable. The agent thought refunding me £3 was acceptable. Everyone at our party thought it was a joke! I had to write to ask to proceed with a formal complaint and also wrote a google review for them to refund me the whole thing. I am not changing my review because the cake itself did not taste good after stressing all day about its delayed arrived. It totally ruined the moment for our special event - my heart actually ached. I will never get that moment back. Had you refunded me the whole lot before I had to go to lengths I would have considered changing my review. I shall be spreading the word about this company’s service.
Helpful Report
Posted 3 years ago
Hi, Thanks for your review, I am sorry to hear what has happened with your order. unfortunately we do rely on third part courier services to deliver our orders and I am disappointed to learn of the delay to your order. I can see we have refunded your order and provided a discount code for the inconvenience and I am sorry to hear of any stress caused regarding your delivery. Team C&S
Posted 3 years ago
Ordered some cookies for a birthday. It never arrived as the delivery claimed they delivered only to find out a day later that the driver had lied and took a random open air photo to upload as proof. No compensation or apology provided as C&S claimed they will investigate. C&S did provide full refund Never use them again!!!
Helpful Report
Posted 3 years ago
Hi Charles, Thanks for your review. I am sorry to hear about what has happened with your order. We do rely on third party couriers to ensure our orders are delivered on time and I am disappointed to see this has not happened on this occasion. I can see we have refunded this order for you and I can see my colleague did indeed reach out and apologise for the inconvenience also on the 15/09. Please feel free to reach out on hello@cutterandsquidge.com if you would like to discuss this further. Team C&S
Posted 3 years ago
I am not sure if this company is selling the fresh made cake or from the shelf which is made long ago as you can find in any supermarket. I was so disappointed to see the cake in the box not only the cake was too small it was not even freshly baked . I needed a vegan cake for my daughter's birthday and when I received the cake I massively disappointed as it was not what I expected. I would have been little bit calmed if the cake was freshly baked . It is total rip off disgustingly disappointed.
Helpful Report
Posted 3 years ago
Hi, Thank you for your review. We are sorry to hear that you were unhappy with your order. We bake our products fresh daily, use all natural ingredients and make product quality a priority. Please could you kindly email us at hello@cutterandsquidge.com we would be happy to help you find a product you will like. Kindest, Team C&S
Posted 3 years ago
I didn't receive the product and customer services were extremely rude and unhelpful - didn't get a refund either! Gift was a surprise for a friend with a poorly baby and it just seems insane I paid and received absolutely nothing!
Helpful Report
Posted 3 years ago
Hi Poppy, thanks for your review . I am sorry you felt the service you received was not helpful. As mentioned in our correspondence this order was attempted to be delivered on two occasions and did failed. The courier service as per there policy call the number provided on delivery attempts and did not get a response. As a good will gesture I did provide a gift voucher code to be used online for yourself but this was not deemed acceptable to yourself. Again we apologise for any inconvenience caused. Kind regards, C&S
Posted 3 years ago
I received terrible service from Cutter and Squidge. I pre ordered a birthday cake to be delivered the morning of my sisters 40 birthday, paying extra to have a morning delivery. I then got notification that day that the cake would not be delivered until 1730-1830!! This was completely unacceptable as the cake was being delivered to a different address from the party. I was in contact with Cutter abs Squidge through out the day to try to get the cake delivered on time but they were extremely unhelpful abs blamed the courier service for the issue but admitted they have had issues in the past with the service. It was appalling service, I don’t think they understand how important the cake is to such a special birthday. WOULD DEFINITELY NOT RECOMMEND!!!
Helpful Report
Posted 3 years ago
Hi Lynsey, Thanks for your review. I am sorry to hear your order was delayed. As discussed, we are reliant on third party couriers to deliver our products however delays can happen which are out of our control. As a resolution we refunded the full value of your order for the delay. Please contact us on hello@cutterandsquidge.com should you wish to discuss this further. Kind regards, C&S
Posted 3 years ago
Awful service, customer service lied on another public platform, cake was delivered a day late and a refund was refused even after the order was cancelled and we attempted to contact them several times.
Helpful Report
Posted 3 years ago
Hi Claire, Thanks for your review. As mentioned in our previous communication your order was in fact sent out on the correct date and delivery was attempted within the time slot you selected. I also sent you the proof of your delivery which also states we called you and text on the number you provided us. As we did not get a response from yourself your order was then sent out for delivery free of charge on the next day. We are unable to cancel a order once it has been made and been sent out for delivery. As the courier did everything possible to deliver your order I would not be able to provide a refund on this occasion. Kind regards, Team C&S
Posted 3 years ago
Product was great but the customer service liason was awful. I put the wrong number on the address and was chastised by the courier on the phone and then when I asked the question of the CS team you were less than helpful.
Helpful Report
Posted 3 years ago
Hi Andrew, Thank you for your review. We are sorry to hear that you had an issue with your order. I would really like to look into this further as I am disappointed to hear you were not happy with the service you received. Please feel free to email us at hello@cutterandsquidge.com if you would like to discuss this further. Kindest, Team C&S.
Posted 3 years ago
I never received it because your driver lied and said he called but he didn’t and your customer service is awful and refused to refund me
Helpful Report
Posted 3 years ago
Hi Annique, Thanks for your review. As mentioned in previous correspondence with yourself. I had looked into your tracking details and could see that we had attempted to deliver your order as requested. I can confirm that the driver tried to call you but was unsuccessful. Call made: 2021-08-13T08:48:36.281+01:00 Text made :2021-08-13T08:36:45.281+01:00 We also attempted to deliver your order the next day and I have confirmed the driver called on this attempt also. Please find attached photos for POD. In these situations In which there has been 2 failed attempts we would not be able to offer a refund as we have made genuine attempts to deliver your order. The courier also provides live tracking for your order for you to be able to track where it is also. I do understand your frustration in this matter but as mentioned I cannot provide a refund based on this, We cannot unfortunately be held responsible for you not being available on both occasions to accept your order having giving you clear tools and communication to make sure your order is successfully delivered. Kind regards, C&S
Posted 3 years ago
Regretably, my order arrived the day after it was due to be delivered which was the day after the birthday party! I won't be risking using your company again.
Helpful Report
Posted 3 years ago
Hi Caroline, Thanks for your review. I am very disappointed to hear what has happened to your order. We do rely on third party couriers to deliver our orders and I can see the delay was caused with DPD on this occasion. If you would like to email us at hello@cutterandsquidge.com I would be happy to discuss this further. Kind regards, C&S
Posted 3 years ago
This company is absolutely awful. I ordered a cake and paid extra for delivery and the driver never delivered the cake. He claimed that he called when he was outside, but he did not. After contacting the company they sent me a log to ‘prove’ he had called which revealed that the cake was being delivered to the wrong address despite the fact that the address was correctly recorded on my order. They have refused me a refund and taken absolutely no responsibility - I suspect this is a small, intimately run business where no one is held accountable and people just reinforce one another’s unprofessionalism. I have logged a case with Trading Standards and I advise all (it seems like a lot of you) who have had the same experience to do the same. The link to report them can be found online when searching ‘report to trading standards’ it is a quick and easy online form. I am quite sick of having nasty corporations with 0 ethics or professionalism steal from me, and I’m sure everyone else is too
Helpful Report
Posted 3 years ago
Hi Annique, Thanks for your review. As mentioned in previous correspondence with yourself. I had looked into your tracking details and could see that we had attempted to deliver your order as requested. I can confirm that the driver tried to call you but was unsuccessful. Call made: 2021-08-13T08:48:36.281+01:00 Text made :2021-08-13T08:36:45.281+01:00 We also attempted to deliver your order the next day and I have confirmed the driver called on this attempt also. Please find attached photos for POD. In these situations In which there has been 2 failed attempts we would not be able to offer a refund as we have made genuine attempts to deliver your order. The courier also provides live tracking for your order for you to be able to track where it is also. I do understand your frustration in this matter but as mentioned I cannot provide a refund based on this, We cannot unfortunately be held responsible for you not being available on both occasions to accept your order having giving you clear tools and communication to make sure your order is successfully delivered. Kind regards, C&S
Posted 3 years ago
Despite receiving email confirmation, twice, of delivery dates Cutter and Squidge failed to deliver on the date and time, paid and provided for. Having requested a cancellation and refund of my order I continued to receive updates and no refund. Went to Sponge instead who had excellent communication and delivered on time. I realise that companies are at the mercy of delivery providers and if I had at least received a refund I wouldn't have left this review but there is no excuse for the poor communication and not checking themselves that the order was executed or that I had a refund.
Helpful Report
Posted 3 years ago
Hi, Thank you for your review. We are sorry to hear that you had an issue with your delivery. We rely on third party couriers such as Parcel Force and DPD and this is not the type of service we wish to deliver to our customers. We have followed up with them on this matter. I can also confirm that we did in fact provide a refund on the 10/08/21 which you should of received. Please email us at hello@cutterandsquidge.com if there has been any issues. Kindest Team C&S
Posted 3 years ago
One of the most disappointing afternoon tea package. The brownies and lemon drizzle cake was sickly sweet and texture was wildly dry. Package were very poorly presented will not recommended again, not the quality you will expect from Cutter and Squidge.
Helpful Report
Posted 3 years ago
Hi, Thank you for your review. We are sorry to hear that you found your order too sweet. We use all natural ingredients and we always keep our fat and sugar content to "just as much as needed to make something delicious”. Please could you kindly email us at hello@cutterandsquidge.com we would be happy to help you find a product you will like. Kindest, Team C&S
Posted 3 years ago
Cake was 7 days old when arrived and 4 days after when I paid for, and 2 days later than when I was informed it would arrive. Poor customer service in response to this issue - no responsibility taken, advised to eat the 7 day old hard lemon cake as it should be fine…. charged 39 quid for a week old, extremely late cake.
Helpful Report
Posted 3 years ago
Hi Laura, Thanks for your review. We do make our customers aware of postcodes that require additional delivery time before completing your purchase. You did inform us past the cut off point regarding a change of date and this why we were unable to accommodate with that request. We did not advise you to eat the cake at any point but simply informed you of the shelf life for this particular product. We did also say if there was any issues whatsoever regarding the quality of your order to reach out to us and we would put that right straight away. Please email us at hello@cutterandsquidge.com and I will be more then happy to review any images regarding the quality of your order. Kind regards, C&S
Posted 3 years ago
Cannot comment on the product as it was not delivered!! The delivery company were unable to follow instructions that were confirmed by Cutter & Squidge. Their inability to deliver twice meant that I was asked to pay an additional delivery fee with no guarantee that it would actually arrive at the destination. How are they they only company that is unable to deliver to my address, when Amazon, other retailers, and general mail are delivered every day??
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Posted 3 years ago
Awful customer service.
Helpful Report
Posted 3 years ago
Hi, Thank you for your review, we are sorry to see your were disappointed with the service you have received. As part of our happiness guarantee we would love to set things straight, of course our intentions are not to leave anyone unhappy. If you could email us with your order number to hello@cutterandsquidge.com that would be great! Team C&S
Posted 3 years ago
It was the first time ordering from yourselves as regularly buy online cakes for presents On this occasion for my brother they arrived melted and inedible I contacted customer services and they kindly sent out another batch however again the cakes were dry and had not travelled well Super disappointed as your website is brilliant and they look very appealing sadly will not to ordering again
Helpful Report
Posted 3 years ago
Cakes are amazing but to get a reply for an enquiry it’s rubbish. I emailed and sent a message via Instagram and no reply. I went ahead and ordered cakes as I have a voucher and just wanted to know how much was left on it. I still have no idea what’s left on the voucher. As soon as my voucher is used up, I won’t be shopping again as I shop not just for good taste but for service. Disappointed that a simple response would have just made it a nicer experience, I would have remained a loyal customer and continued to introduce your cakes to others.
Helpful Report
Posted 4 years ago
Hi Tairah, Thanks for your review. Sorry to hear about your experience with us. If you would like to email us at hello@cutterandsquidge.com I can certainly help you with your enquiry. Kind regards, C&S
Posted 4 years ago
Awful I got sent cookies out of date and all I got offered was gift voucher nor refund cakes were ruined and also put fo date and not fresh
Helpful Report
Posted 4 years ago
Hi, Thank you for your review. We are sorry to hear that your order was out of date. We bake our products fresh daily, use all natural ingredients and make product quality a priority. Please could you kindly email us at hello@cutterandsquidge.com with evidence of this review and we would be happy to help you find a product you will like. We also have sent a gift voucher to enable you to reorder the product you were unhappy with. We look forward to your response. Kindest, Team C&S
Posted 4 years ago
The packaging and the presentation is superb. However the cake is not so good. The sponge is very dense and the cake is heavy to eat. It's very filling, and tiny pieces is more than enough. Not happy with it, and for what it is,is definitely overpriced.
Helpful Report
Posted 4 years ago
Hi, Thank you for your review. We are sorry for your experience with us didn’t match your expectations this time. We bake our products fresh daily, use all natural ingredients and make product quality a priority. The cake should be served at room temperature at which point the sponge should become light and fluffy and not be dry. We are not sure if you had stored it in the fridge, but this might explain the dense cake layers. If you want to email us at hello@cutterandsquidge.com we would be happy to help you find a product you will like. Kindest, C&S
Posted 4 years ago
Cutter and Squidge is rated 4.6 based on 18,106 reviews