Caker Street Avis 

1 stella — Very disappointing experience

I would give zero stars if I could. This was an extremely disappointing and upsetting experience.

I ordered this cake for my daughter’s 18th birthday and chose a specific design. Unfortunately, the cake that arrived was nothing like the design I had ordered. On top of that, it arrived badly damaged, with a large part of the cake and decoration completely broken.

The cake was also covered in an excessive amount of sugar and was practically impossible to eat. It was not only unattractive, but also completely unsuitable for such an important occasion.

What made the situation even worse was the way the problem was handled. I contacted them immediately, but instead of offering a replacement, a refund, or any reasonable solution, I was simply told to bring the cake back.

This was the evening of my daughter’s 18th birthday, with 40 guests waiting, and I was extremely busy hosting the event. I could not simply leave my guests and spend valuable time travelling back to return a cake that they had delivered in this condition. At the last minute, I also had no realistic opportunity to find another cake for 40 people.

I paid for a special cake for a very important milestone in my daughter’s life, and instead I was left with a cake that was completely different from what I ordered, damaged, and not enjoyable to eat. They did not provide a replacement and I was not given a refund.

This experience caused me a huge amount of stress and completely added to the disappointment of what should have been a very special celebration.

I would strongly recommend thinking twice before ordering from this company, especially for an important event. In my experience, the product and the customer service were both extremely disappointing.

I’ve order twice a year from this company and never had a problem yet, lovely cake

Ordered “personalised” cupcakes for my son’s birthday (details clearly noted on the order). Received drab, generic cupcakes with cheap toppers and cases with “Best wishes” on them. No name, no age, no happy birthday as clearly specified on the order

To make matters worse, customer service sent a generic response to my complaint thanking me for “my understanding” in the matter and offering a 10% discount as a “gesture of goodwill”.

Alternatively I was offered the opportunity to return the order with some generic cut and paste guff about any refund being subject to their T&Cs.

That wasn’t a gesture of goodwill, it was an insult. On point of principle I declined it. And judging by comments here, they would not have honoured it anyway.

It was an order for a child’s birthday and it was treated with zero care and the response from customer service (and I use the term lightly) made it worse.

What am I suppose to do when it is my son’s actual birthday? Say we can’t have cake and send them back? Pathetic.

I have spent fortunes on cakes from this company in the past. Never again.

The cake had a pin in it

I ordered a cake for a family members birthday and it arrived today badly damaged. The cake has been pushed to one side and the happy birthday message is broken into 2 pieces and the figurine is supposed to be Barney the dinosaur but looks nothing like the photographs on the website

Cake not delivered promised a full refund, refund still not received after a month.
Reporting to Action Fraud as it looks like they are shafting a lot of people.
Don't make my mistake, do your homework, no social media activity since Nov 25, look at the company addresses on Google Earth and info on Companies House suggests it’s a bogus company and I expect any decent reviews are fake.

Very easy to order from - looking forward to seeing hubby's cake 😊

I recently bought a cake for my daughter’s 18th birthday party….a big event in her life. I spent well over £100 for a special cake and it wasn’t delivered on the day required but taken away by the courier. It was then delivered a day late and when we opened it too late for the party it was damaged. Our daughter’s special day ruined!!!! When I contacted Caker Street they were very unhelpful, not apologetic at all and finally offered a 20% refund which I have never received!! They will not respond to my emails and I now realise this is a common occurrence with this company. DO NOT BUY FROM THIS COMPANY, THEY ARE VERY UNPROFESSIONAL AND YOU WILL BE LEFT OUT OF POCKET WITH A TERRIBLE PRODUCT! BEWARE

We ordered a cake that never came ruining my sons 5th birthday. Do not use this horrible service. He told my parents (his grandparents) that we had forgotten to get a cake for him . He was very sad , we did not get a refund.

Delicious cake, great decoration. Efficient delivery, well packaged to protect cake from damage. Would recommend this company for reliability, quality and all round great experience.

Cake was absolutely made to order exactly what I wanted my friend will be very pleased definitely buy from you again

I ordered a doctor who cake for my son’s bday. It had a 3d tardis and darlic. When it came it was not like the photo. It had no 3D figures made from fondant, instead it had flat small icing figures on two sticks. My son cried, I was so annoyed, I made contact with photos and what was advertised. There response was appalling. They apologised that it was not to standard, and that the photo of the cake costs 120+ for the 3d figures. Not anywhere on the order stated the option to have custom made 3d figures. Nor did it state they would come flat small and on a stick. They haven’t replied again to
Rectify the problem, offer another cake or refund. They ignored me. I’m so embarrassed by the cake and my son has been upset all day. We now have a cake that cost hundreds and looks like it’s been made by a child.
I will never use this company again, false advertising fake cakes and no communication or simple courtesy to sort this out. I will not be giving up, I could have brought a supermarket cake and got toppers myself and done better. Caker street your customer care is outrageous, and I hope that people read this to show that your advertising is fake for money.

Here is their reply

Dear Customer,

sincerely apologize that the cake was not up to your liking. We understand how important such occasions are, and we regret that we could not fully meet your expectations this time.

We would also like to clarify that a 3D edible topper at the price paid for your order is not available. Our 3D edible toppers are custom-made and are priced at £120 and above, depending on the design and level of detail.

Thank you for taking the time to share your feedback. Your input is truly valuable and helps us improve our products and services.

We appreciate your understanding and hope to have the opportunity to serve you better in the future.

Thanks & Regards
Support Team - UK

They made a terrible cake for my sons birthday, the edges weren't smooth it had holes, cracks and dents all over the cake. the writing wasn't in the centre and they had used different letters to compensate for other letters which is unbelievable. A very poorly made cake and terrible service. The sponge and cream inside was also extremely dry. They won't even compensate a small refund for how badly the cake was made I wouldn't recommend this company to anyone.

Ordered a cake to decorate myself as I don’t have the time to make my own. It cost £80 it did come it was caved in and very soft it would not of with stood the journey sven if it had had a plastic wrap around it which if it had one would of maybe helped it a bit. I got in touch sent it back within the 24 hours the same day actually. Sent the proof of postage and pictures of the cake and it in the shop were it was sent back from. I have contacted them via email on a number of occasions with no reply. Eventually I said I deserve a reply at least and the did reply and said my refund had been raised and was in a cue. That was the 06/08/26 I sent it back 2 weeks earlier. I am still waiting for the refund so I called them and got a message they are busy with customers leave a message. So now a month later I am still waiting for my refund. They obviously have no intention of refunding me. The cake was not good and they are conmen please don’t order from these people. I think the good reviews are fake to be honest

I have been fighting for a refund for 2 weeks! My cake came completely destroyed. Had to run to a supermarket the day before my daughter’s birthday and get a crappy cake…cheers! And since the 11th of Aug I have been chasing my refund. I have in writing I would have this and they have been ignoring my calls and email…

If I could give a 0 star I would.
The cake for my husband's 70th birthday did not arrive. I tried phoning, left messages and emailed. All unanswered. If it wasn't for Trust Pilot reviews, I'd call this a SCAM company. Now I have to try to get a refund. So DISAPPOINTED.

I ordered a cake for my parent’s anniversary and it arrived damage. This was not at the fault of the supplier however I was promised a refund and I have yet to receive one or an update to my several emails chasing this!

I’ve always ordered birthday cakes from here and always pleased with the outcome of my design that I requested. Service is always amazing and helpful thank you for your amazing service

Absolute scam artists!
This company does not respond if you want a refund for shoddy cakes that are squished up bundles of mess that do not resemble what you order. They tell you to send the cake back within 24 hrs, send them proof of return then when they get it they will refund full cost plus cover your postage but you never hear from them again!
I had to get a chargeback from my card company who they responded to but tried to get out of the chargeback only to back down and I finally got my money over a Month later! Scum!!

Very disappointing customer service – refund still outstanding after almost one month

I am extremely disappointed with my experience with Caker Street.

I mistakenly ordered a large cake and, after realising my mistake, I contacted customer service and asked if the order could be changed. They agreed to make the change and confirmed that I would receive a refund for the difference.

Unfortunately, almost one month later, I am still waiting for the refund.

What makes this even more frustrating is the lack of customer service. I have sent emails but received no response. I have also called several times, only to be left waiting on hold. After numerous attempts, I finally managed to speak to the support team, only to be transferred and eventually directed to voicemail where I had to leave another message.

At this point, I am extremely dissatisfied. Mistakes can happen, and I completely understand that. However, once a company confirms that a refund will be issued, I expect it to be processed within a reasonable timeframe and for my enquiries to be handled professionally.

Nearly one month without receiving the promised refund, combined with unanswered emails and difficulty getting through to customer service, is simply unacceptable.

I hope Caker Street sees this review and takes action to resolve my outstanding refund and improve their customer service. Based on my experience, I would unfortunately not recommend them due to the way this issue has been handled.