Heriots Patisserie Reviews Summary

Customer Service

Pros:

• "Customer service is amazing as well."
• "Maryam provided a very professional and excellent service today to help me pick a cake for a birthday."
• "The staff member at Harrow St. George’s was so helpful, she was patient and answered all our questions."
• "Highly professional staff."

Cons:

• "However, this Monday my dad ordered me the mango and passion fruit cake and the service my dad experienced was disgusting. The sales assistant was rude and dismissive of my dad."
• "We tried calling the number given on their website, but no one comes on the end of the call and its all automated."
• "Really appalling experience! Ordered an oreo cake for the celebration of my brother's key birthday. Very bad customer service!"
• "Very disappointed. After making a special trip just to order. I don't know why is this new system been introduced."

Cake Quality

Pros:

• "It's a rare find. Amazing cakes. Especially the mango and passion fruit."
• "Ordered a Belgian chocolate 8 inch cake for my son's birthday. The cake was not soft at all."
• "The Ferrero Crunch cake was superb. Beautiful cake, delivered in a gorgeous box, tastes divine."
• "Fantastic cakes! We ordered a heart-shaped strawberry cream cake for our daughter’s birthday - it looked stunning and tasted delicious."

Cons:

• "However, it was old. the sponge cake tasted like week-old bread, the tasteless cream ended up in the trash bin."
• "The cake was delivered with the wrong message on it, completely different name and message, it was very embarrassing for us in front of guests and it completely destroyed the party."
• "When I tried the cake, the cake was really dry and bland and not up to the usual standard it used to be."
• "A week ago, I ordered a large, red velvet cake from Heriots for Saturday 23 September to be collected at 3pm. The cake was old and dry."

Delivery and Pickup Experience

Pros:

• "It was so easy to order, lady over the phone (Sam) was a delight to talk to. Easy service and quick pick up made a stressed-out day a breeze."
• "Proceeded to order a cake from the website to be picked up locally. Fortunately, the staff in the local patisserie was very kind and helpful."

Cons:

• "We had ordered a cake to be delivered on Saturday the 9th Sept. The cake was delivered at 6.00pm. This caused panic and we didn't have a cake at the end of my daughter's birthday party."
• "I was due to pick up a birthday cake between 12-1pm in the Harrow branch. I was a little late due to traffic and arrived at 1:43pm."
• "Ordered for delivery between 10am-2pm, for a baby's birthday. Long story short, a lot of stress later, cake arrived at 3:40pm."
• "I wouldn’t recommend them because the cake came very late, it was supposed to arrive between 12 and 1pm when it actually arrived at 4pm."