“I've ordered many boxes before and enjoyed but this time i ordered a 9 slice and only 3 came, i contacted customer service and they accused me of lying and sent "proof" which was clearly taken on the day of my refund request and not of my order, reason I know this is because they were live on tiktok at the time.”
“If I could rate lower than 1 star I would. Absolutely appalling that in times where children in the UK are starving, this "business" spends most of their time "gifting" free boxes to freeloaders on TikTok. Alana is a part of the current problem, disrespects genuine buyers and cares more about giving to people who DON'T need. Zero ethics, zero quality, zero custom from myself and anyone I know because we actually have morals. The most wishywashy, fake "service" from one of the worst out there. Avoid at all costs unless you are prepared to treat Anaphylactic Shock.”
“I used to order these way before the company took to flogging on TikTok. The quality has decreased massively and now they gift to a load of freeloaders.”
“Purchased a NUT FREE box from tik tok shop ,not nut free daughter had an anaphylactic reaction after eating a none labelled nut free cake ,
Very misleading saying nut free,”
“Wish I’d read the reviews before ordering. Placed order on 16th September for present for 23rd September and now 8th Oct and never arrived. Emailed twice but no response.”
“Ordered the mystery box three months in a row and it’ll be my last. Mystery is the wrong word it should be the ‘same shit’ as they’ve been the same batch, flavourless although they’re fresh. I won’t be buying again.”
“I ordered a mixed box of 9 cakes on the 23rd August and had an email saying they would be with me in time for my grandsons birthday party on the 27th I still have not recieved the cakes leaving myself and grandsons very upset it is now the 28th snd I've had the same email over and over again saying someone would contact me and still waiting I am totally disappointed with the service altogether so be aware when ordering you get the right information as I have been given misleading information”
“I ordered a box of brownies from TikTok shop for £20 and I received a full box of mashed/squashed brownies, I left a review and provided photos/videos but the sellers attitude was like it happened in transit, and they offered me a partial refund for £5, I mean they really know how to take the biscuit even my dog wouldn’t touch these!
Seriously avoid they look nothing like the picture and no help from the seller!”
“I didn’t want to have to write a review on this as I know as a small buisiness it is hard however I feel I have no choice. I placed an order on 25/05 - still not recevied - I have tried to contact via email, Facebook, TikTok and TikTok live and no response to my enquiry of where my order is after ample time and messages read. Very poor customer service. Can’t review the cakes as not received - definitely need to look into there customer service procedures and issue timely responses at least within 5 working days”
“Order if you want your items to come with hairs on! Also when i told the staff on live my items came with a hair on i was told “hopefully it was mine” by a girl packing orders with her hair down and no hair net in sight. Unacceptable and so unprofessional for a food business to say. AVOID!”
“Ordered via website box of 15 and box of 9. Got a box of 6 and box of 9 two days later. I emailed them at least 5 times to ask why I didn't receive my box of 9. I eventually recieved an email a week later saying they ran out of 15 brownie size boxes and a smiley dace. Not sure what that has to do with my missing box of brownies at a cost of 22.50! Emailed again twice to get a refund or brownies sent out and again no answer. I had to eventually get paypal involved and ridiculously rich by alana ignored them also so I got a refund. Absolute mess on customer services side with emails being ignored or no reply. I have a tiktok account and left messages which were deleted by them. As for brownies I DID recieve they were pretty good but I would not trust them with my money ever again so will go elsewhere”
“I try to buy the new products as a new video is nade. You go to website and cant find them so this week i rushed to get the lemon merangue ones as they were in the mystery box only this week. When it arrived not one was included very disapointed sizes small per serving and not worth the money dont bother.”
“I was looking forward to trying their viral brownies. Purchased via tiktok shop. Evri failed to deliver. Bakery refused to refund - totally understood. But then, I provided various proof that following investigation the courier had admitted liability and that their policy is that the sender has to claim the refund as they are the customer. Alanas Bakery continued to refuse a refund, instead offering me a 20% goodwill gesture to buy direct from their website. I thought they were being kind, and said that would be great but the original complaint remains open because I was £20 out. I thought they were being nice but then when I provided all the evidence from the courier company - they tried to claim this was my refund - a 20% voucher to buy new products! I have screenshot of all evidence, how they initially appeared reasonable.
Don't purchase, at least via tiktok shop. I'm sure the brownies are amazing, it's a shame the customer service leaves a bad taste in the mouth. I guess since they went viral, they know they will get sales however they treat their customers.”
“Zero rating as can only agree its RIDICULOUSLY APPALLING with non existent customer service & extremely poor attitude from whoever is attempting to answer their messages unwilling to help or resolve anything at all with incorrect & damaged & late order and seems couldnt care less after taking payment, refused & declined the return refund request but had to get tiktok involved, SHOCKING EXPERIENCE !!”
“AVOID!
I ordered 2 weeks ago. I still have not received my goods which were not cheap! I contact customer service and they had said my package “got lost”, I checked the tracking myself and the number was invalid. I was then told if I sent over my order confirmation they will send a replacement which I did and was then told what I ordered was now out of stock and offered something completely different which I did not want or even like. I said no and said I would swap flavour but keep the original item. I then decided I shouldn’t have to do so as I’ve paid for the item specifically. When I asked to cancel I’ve been ignored ever since. I’ve sent multiple emails and have had to result in contacting my bank for a dispute as I am being ignored. appalling “customer service”would give 0 stars is possible.”
“Absolutely disgusting behaviour by one of the “managers”. I am absolutely disappointed in the behaviour today. My husband asked a question and the response was disgraceful and disgusting. I am so surprised at the behaviour of this “manager”. We will not be returning to Llandudno store because of this, and this purple haired manager needs a lesson in customer service.”
