Cake Craft Company Reviews 

Ordered 2 boxes with plastic wrap to transport 2 birthday cakes.
They arrived but the plastic didn’t fit around the base.
I provided photo evidence of 1 but they wanted to see both, which I provided.
They then said they would refund me but a week later, no refund.
Now they’re saying they made a mistake and have issued a refund and will take up to 5 days. Not good enough, do better.

I placed my first order with Cake Craft Company for my small business, order #772981, and paid for DPD Next Day delivery because I urgently needed the items for production.

Unfortunately, this became one of the most frustrating supplier experiences I have had.

The first parcel was marked as a failed delivery / “sorry we missed you”, even though I was at home, sitting in my living room near the front door during the delivery window. Nobody knocked, nobody rang the bell, and nobody appeared at my property. I have Ring/front door camera footage covering the relevant time, which shows that no genuine delivery attempt was made.

I contacted Cake Craft Company and explained the situation. To their credit, they arranged a replacement parcel. However, the exact same issue happened again the next day, apparently with the same DPD driver. The replacement parcel was also diverted to a pickup shop after another message suggesting I was not at the address, when I was again at home and no genuine delivery attempt was made.

This was not a one-off delivery issue. It happened twice, after Cake Craft Company had already been told about the first failed attempt.

Because I urgently needed the items, my husband had to leave work early and use paid annual leave so he could collect the original parcel before the Post Office closed. We also had extra fuel costs and wasted time dealing with something that should have been a straightforward next-day delivery to my home.

I want to be very clear: I did not collect the second parcel. I was not trying to keep two orders. In fact, I was the one who openly told Cake Craft Company that the original parcel had been collected, so there was no attempt to hide anything or obtain duplicate goods.

I also contacted DPD myself regarding the second parcel and opened a complaint. I specifically asked for the replacement parcel, which had been diverted to a parcel shop, to be returned to the sender because I was not going to collect it. DPD advised me to contact the sender regarding the return and the delivery refund, which is why I followed up again with Cake Craft Company.

Despite this, Cake Craft Company’s response still referred to the original parcel being collected and explained what would have happened if the replacement had been successfully delivered, including collection of duplicate items. That made me feel as though the focus was being shifted onto a potential duplicate-order issue, even though I had already been transparent and had already asked for the second parcel to be returned.

My complaint was never about wanting to keep two orders. My complaint was about receiving another DPD update implying that I was not at the address, when I was, and about the repeated failure to make a genuine delivery attempt to my home.

What disappointed me even more was the poor customer service afterwards. The replies felt generic, templated and almost AI-generated, despite the amount of detail, evidence and clarification I had provided. It did not feel like anyone had properly engaged with the specific facts of my complaint or taken ownership of the issue.

Instead of properly acknowledging how negative the overall experience had been with their company, Cake Craft Company repeatedly pointed out that once the parcel is with the courier, delivery is outside their direct control. I understand they do not physically drive the parcel to the customer, but I paid Cake Craft Company for the goods and delivery. I did not choose or contract DPD directly. Cake Craft Company chose DPD as their courier partner, and the next-day home delivery service I paid them for was not provided.

They eventually said they would refund the £7.95 delivery charge, but only after I had to send several detailed emails, provide evidence, clarify that I had not collected the second parcel, contact DPD myself, and repeatedly push for the issue to be treated as a formal complaint. However, at the time of writing this review, I still have not actually received that refund.

In my view, refunding the delivery fee for a delivery service that was not fulfilled is the absolute bare minimum, not good customer service, and even that has not yet been completed.

They refused any goodwill compensation, despite the repeated failed service, the wasted time, the extra inconvenience, the additional fuel cost, and the fact that my husband had to use paid annual leave to collect a parcel that should have been delivered to my home.

Amazing products, I am definitely switching to this company!! Quality products and service! Definitely recommend them to anyone looking for cake decorating, or items for your business!
Thankyou Cake Craft Company :)

I made a few orders and everything was of really good quality and everything arrived promptly. I was very impressed and will definitely use again

Very poor product, not as described. Sent email of complaint with photos and heard absolutely nothing back. Very poor customer service. Will not use this company again.

Have used the cake craft company twice now
Really good choice, prices and delivery will continue to use them

Very good quality products.
Delivered in time.
No problems.

Drip for my cake was out if date.
I emailed and heard nothing back. Disgusting service

Lovely cake craft materials

I had an excellent experience with Cake Craft Company . The team was amazing in ensuring my order was sent for next-day delivery and went above and beyond to coordinate with the delivery company so it reached me as quickly as possible. Their communication throughout the process was perfect, keeping me informed at every stage. My items arrived earlier than expected, which was a great surprise. Overall, outstanding service and I would highly recommend them.

Paid expedited delivery for modelling chocolate. It arrived the next day 28.02.26, broke a small piece off to use it felt dry looked at date it had expired 31.10.25. Emailed straight away gave details including photos, couple days later was sent a returns label which I used. On 12.03.26 received email stating money refunded (after I'd chased them up) today is 26.03.26 still no refund received. Dreadful way to treat a customer when it was their fault. Would advise not to use them but purchase from else where.

Great company, wide range of products.
Fast delivery, very good contact.
I made a mistake with my last order by choosing the wrong size of cake drums, but after sending an email, the issue was resolved immediately.

Prompt efficient service and delivery

Good service and prompt delivery from the Cake Craft Company!

Good quick service, item arrived in good condition.

Fantastic number cupcake boxes, great value for money and delivered with care

Quick delivery. Sent out a second delivery because I was having issues with another carrier not delivering my parcel. The items ordered are just right.

Ordered colour mill aqua food colours looking very carefully at best before dates as they had a list of colours. The two colours I bought were not on this list so when I received them and one expired in February 2026 and the other in March 2026 I was disappointed. I sent two emails to query this and received no response. Clearly they were in the wrong and will never use this company again. No customer service at all. Their loss as there are other companies I use. In fact I ordered something from the cake decorating company at the same time and they did not have the item in stock. They sent a refund before they even sent me an email to tell me.

Everything i ordered was instock which is a bonus, kept up to date with delivery, packed well and pp reasonable.

I’m really happy with my order from Cake Craft 🎂✨ Everything arrived very well packaged and in perfect condition. The quality was exactly what I was hoping for, and the whole experience was smooth from start to finish. I will definitely be ordering again. Thank you! 😊