Caker Street Reviews 

Extremely disappointing experience from start to finish.

When the cake arrived, one side was squashed against the box because it hadn't been packaged properly. Although there was protective wrapping, the cake had been pushed to one side, leaving that side completely unprotected. The damage was obvious as soon as the box was opened.

Unfortunately, the cake itself was also disappointing. It contained an excessive amount of icing, with very little sponge and jam compared to what was requested. The balance was completely off and didn't reflect what we were expecting or paying for.

I contacted customer services straight away and sent photographs of the damage, but received no response. After chasing again, I finally received a reply a week later. Rather than apologising or trying to resolve the issue, I was told that I would only receive a refund if I returned the cake.

When I questioned this, their response was simply "return the cake or no refund". To make matters worse, I was then told that they would not be responding to any further emails. I found this incredibly rude, dismissive and unprofessional.

Poor packaging, disappointing quality, and some of the worst customer service I've experienced. I would not order from this company again and would not recommend them to others.

It was great however it was a name and age cake but the site didn’t give me specific fields to add the details. I put it in the additional message bit. I have ordered from here before and the cakes are amazing.

The kpop cake for my daughter’s birthday was absolutely amazing and delicious. It was well packaged also. I would have liked some communication regarding delivery but apart from that very good!

Very easy to place my order, fantastic choice of cakes, can’t wait for the booby cake to arrive for my special friends early birthday celebration before she endures her breast cancer treatment journey (dark humour has always been our girl code survival technique)

Easy to order and good selection of choices

Absolutely horrific experience. Do not buy from this company.

Cake was bashed to pieces.

Did not resemble the original picture.

It was disgusting tasting, luminous yellow icing, and so embarrassing this happened. Completely ruined our party.

Absolutely disgraceful service – avoid this company at all costs!

I would strongly advise anyone considering ordering a cake from this company to think twice. My experience has been nothing short of appalling, and I genuinely feel scammed.

I ordered a personalised cake for my daughter’s 3rd birthday party, with delivery promised by 2pm. The cake did not arrive until 4:30pm, when the party was supposed to be finishing!

To make matters worse, the cake arrived completely ruined. The personalised decoration was damaged beyond recognition, and the cake looked nothing like what I had paid for.

I immediately contacted the company and provided photographic evidence. They eventually responded at 7pm, stating that I could receive a refund ONLY if I returned the cake the following day. How exactly was I supposed to arrange a courier on a Sunday to return a damaged birthday cake? Not to mention that I actually needed the cake for my daughter’s birthday party!

Despite the terrible condition, we attempted to serve it, as all the children had been looking forward to having some chocolate birthday cake. However, as soon as we started cutting it, the cake began falling apart and we discovered it was full of toothpicks! This was a serious safety concern, particularly as the cake was intended for three-year-old children. We could not safely serve it, and the entire cake ended up in the bin.

You would think that any reputable company would apologise and offer a full refund for such an unacceptable experience. Instead, they refused to refund me and offered a pathetic 20% refund.

To add insult to injury, I followed up twice to request even the 20% they had offered, and they completely ignored my emails. I have not received a penny back!

So, to summarise, I paid for a personalised birthday cake that arrived two and a half hours late, was completely damaged, contained numerous toothpicks, was unsafe to serve to children and ultimately ended up in the bin. The company has kept my money and stopped responding.

I feel completely ripped off. This company’s customer service is disgraceful, and their refusal to take responsibility is shocking.

Please do not waste your money or risk ruining an important celebration by ordering from this company. I certainly wish I had read a review like this before trusting them with my daughter’s birthday cake.

AVOID AT ALL COSTS!

Brilliant marvels cake and great service also.

I ordered this cake two weeks prior to the date I needed it by. It came on the exact date ( saturday) for my sons 16th birthday. The tracking kept me up to date on its arrival. It was beautifully packaged and it was in perfect condition. Super happy with it.

Ordered a cake at short notice from this company as they quoted delivery for the next day. Cake did not arrive. One message left, one email sent, no response. Got through and was told that they would get back to me within 1/2 an hour ….. that was almost 12 hours ago.

I left a message asking for a refund as the cake would not arrive in time - no response.

Would 100% NOT recommend

I would highly recommend buying your cakes from this company, customer service is excellent, prices are brilliant the cakes are amazing, I would definitely use these again for any further cakes I want to purchase

Upvote this so more people can get help they desperately need with their "service". You have FULL RIGHTS as a consumer to reject their products if you are not happy with it. It is your RIGHTS they cannot deny that and they have to give you a refund. Here's what I suggest you can do:

1. Don't bother contacting their help line or support call. They are not there to help or support you. They are there to make you give up and get stressed and say "forget it" Don't fall into this trap.

2. Leave documented proof. Take photos of your poor quality cake, the receipts, etc.

3. Use consumer help advice. The number is 08082231133. They are very professional and will help you get your money back.

4. Use Credit card charge back and create a dispute.

It is clear they sell you cakes at premium price for something that looks like something that cost less than 5 pounds to create. They will try AS HARD AS THEY CAN to NOT give you the refund and they will delay it and make the process as painful as it can be so that you give up and they keep the money. Don't let businesses like this win + ruining your special day. Quite disgusted how they take advantage of using "cake" which is people's special day to charge premium pirce and cause extreme distress to so many people. I say that is EVIL.

Unprofessional and unhelpful Company. Caker Street end product nothing like the craftsmanship they show on their website.
I received a damaged cake, which was nothing like I'd requested , colour wise/design wise/ inscription was wrong on topper/ topper was 2d icing, not 3d fondant model as expected & agreed, or as shown on their website designs
I had sent them an image (shown in 1st pic) for a quote, with notes detailing what I wanted changed and added on. Upon receiving the quote, I called Caker Street to confirm final details of the cake and to confirm if they could deliver on the date I wanted.The cake I received looks like it was made by a child from playdough.
I managed to get through to someone, after trying in vain to call them on the day I received the cake. This lady told me the cake damaged due to the buttercream (I've never encountered this problem from any other baker/cake company over 15 years of ordering/ having cakes delivered/picking up cakes from other cities). The lady said she'd escalate my issue, said she couldn't hear me when I was talking and promtly cut me off. No one answered my numerous attempts at calling thereafter.
2 hours later I received an email from Caker Street, telling me the cake was as I requested and nothing was wrong with the cake/design they sent me. They stated the cake was damaged in transit and that I had 24 hours to return the cake in order to get a refund (they didn't email me till after 6pm and 7pm, and I was expecting guests from 7.30 for a party at 8pm, for which we had to buy another cake last minute).
I tried to be reasonable and asked whether they would arrange a courier/ send a pre paid label, or reimburse returns fee (cake box was sent in a massive outer packaging and would cost a lot to send back/ arrange a courier/ perhaps even more damage), even though it's not my obligation under law. They replied it's the customer's responsibility to send the cake back if a refund is required/ there's an issue with the cake. They offered no attempt at a resolution.I sent them a final email the following day to inform them that I'd hold the cake, in my fridge, for a reasonable period, incase they decided to arrange a courier, or wanted to inspect the cake. Except for the 2 emails I received on the actual date the cake was delivered, Caker Street have not responded to any of my emails or calls.
I kept the cake in my fridge for the minimum 7 legal days (to allow thrm to respond/ claim cake back), The cake was removed yesterday and disposed of at the skip. However, when taking my final photos before disposing of the cake, I cut into to examine if it was actually what I'd requested and to see how it was made. I'd seen other reports of the interal cake/ filling being small layer of cake with lots of frosting, and this is exactly how the cake I received had been made. This confirms and explains why the lady I spoke with at Caker Street, stated that the buttercream caused the cake to be damaged. No professional cake is ever made in this manner. This shows how poorly Caker Street make their cakes, knowing that the cakes will be delivered damaged/ not be stable/ professional/ as requested. I wouldn't be surprised if the damage (cake cracking/being lopsided) occurs before the cake is actually packaged ans sent for delivery, as neither of the boxes had any signs of damage.
This Company is a complete sham. Avoid and pay elsewhere.

They have been reported to Trading Standards and the bank.

NEVER USE THIS COMPANY. Like other reviewers, the cake I ordered was a disaster. It had obviously travelled on its side and was a mess. I had followed the company’s advice and arranged delivery for the day before the event. On delivery, I opened the box within an hour and realised what had happened. I immediately took photos and sent them to Caker Street. Their response was that I must send it back within 24 hours of delivery. Now who, 1 day before a big event, has the time to run around to arrange to send a huge cake back? No, my priority was rushing around trying to find a replacement cake at a few hours notice to make up for their appalling customer service and then of course spend the following day trying to ensure a happy day. At over £200 my cake was worthless and I had no refund.

Ordered a cake for my son's birthday party. It arrived visibly damaged, and the cause was obvious: the packaging was nowhere near adequate for the size and design of the cake. No internal support, nothing to hold the structure in place. For a company whose entire product is delicate and perishable, getting the packaging right is the one thing that should be non-negotiable.

What followed was worse than the cake itself.

First response: blame the courier, then point me at the returns policy. Second response: a flat "final response", 20% back as a "goodwill gesture", and a request that I confirm my understanding — as though the problem were my comprehension rather than their product.

The policy they lean on is the real issue. To get a full refund you must physically return the cake. Think about what that means for a birthday cake delivered on the day before the party: there is no alternative, you use what you've been sent, and the moment you do, your refund drops to 20%. A policy that only pays out in full when a perishable item is posted back to an industrial unit is not a remedy — it's a way of never paying out. Damage on arrival is their failure, not the customer's.

I reported the problem within their own 24-hour window, with clear photos of both the cake and the packaging. None of the facts were disputed. The answer was still 20% and "no further compensation will be offered".

To their credit, the emails were polite. That's about where the credit ends. Zero accountability, zero flexibility, no attempt to understand that this was a child's birthday and not a parcel of hard goods that could be shipped back at leisure.

Would not order again, and would strongly advise anyone ordering for an event with a fixed date to think very carefully. If the cake arrives wrecked, you will be choosing between ruining the occasion and forfeiting your refund.

DO NOT IGNORE PREVIOUS REVIEWS!!!!
DO NOT ORDER FROM CAKER STREET!!!!!!!!!!
PAID £200-CAKE NOTHING LIKE PIC!
I have ordered 2 cakes previously and both were great however, on this occasion the custom cake ordered was nothing like what was agreed via WhatsApp. We paid £200!! The cake was nothing like the picture, wrong colours and terrible workmanship. Contacted them for a partial/full refund and I was told to refer to their policy and return the cake within 24 hours! How ridiculous! I would AVOID, AVOID, AVOID!!!!!! Once they get your money they do not care about customer satisfaction!!!
Looking at previous reviews I'm not sure how they are getting away with providing such a terrible service. I will be escalating this matter. I want MY MONEY BACK!!

One star because the cake came on time and the wording was correct. However, it was not the cake I ordered. I could not eat it at all. I paid for a fresh cream cake with a fruit topping, I received a very synthetic tasting cake with sugary margarine icing and covered - top to bottom - in thick icing. I emailed to ask what happened to the fresh cream cake I ordered and never received a reply. I felt saddened that my husband’s 50th birthday cake tasted so cheap and nasty :( I wish I’d asked someone locally to make something smaller.

DO NOT ORDER FROM HERE! I ordered a cake from Caker Street for my son’s first birthday, with delivery booked for the day before his birthday so there would be enough time.

Unfortunately, the cake did not arrive as agreed. DHL showed the parcel was on hold, and despite me contacting Caker Street several times, I was left without the cake for my son’s birthday.

What made the situation worse was the customer service. I spoke to two agents on the Friday, both of whom told me they would call me back with an update. Neither of them did.

I am a single mum and paid a significant amount of money for this cake because I wanted something special for my son’s first birthday. Instead, I was left stressed and had to find and pay for another cake at the last minute.

I was told that if the cake was not delivered in time, my complaint would be escalated for a refund. It is now more than two months later and I still have not received my refund, despite continuing to chase.

For such an important occasion, the whole experience has been extremely disappointing. The failed delivery was bad enough, but the lack of communication and the ongoing delay in refunding me has made it much worse.

I would not recommend ordering for an important event unless you are prepared for the possibility of having to arrange a last-minute replacement and then chase repeatedly for your money back.