Cutter & Squidge — Restaurant in London

I cannot believe how heartless and non empathetic this company is. To put it in a few words, never buy from this company for any special day. They will happily allow you to order when they’re out of stock, will not supply anything else as a replacement, won’t tell you when this happens, and you’ll only find out when they aren’t delivered. They will also act like this is your problem when on the phone with them, and makes excuses. They also do not have a supervisor on site apparently. I’ll explain in more detail below.

This year, on mothers day, it was the anniversary of my grandma’s death, and my mum was struggling with the idea of celebrating mothers day for obvious reasons. I ordered 3 mothers day afternoon tea boxes, and decided to do something small, at home, but special. I bought a nice tablecloth, some afternoon tea trays to go alongside, and I trusted Cutter and Squidge to send me 3 mothers day boxes. This cost me over £100 in total. I’m 25, paralysed chest down, and therefore that is a lot of money for me. I therefore expected a high quality service, good food, good presentation and good portions.

On the day, I had it delivered to a neighbour as I was playing wheelchair basketball in Carlisle (I live in West Yorkshire). I got a text while on my way up saying the box had arrived. One box. I called the delivery company, they said it was only one box. So I called Cutter and Squidge.

Let me make this clear; I am quite a passive person, I give people grace and understand mistakes. But I’ve never been so angry with a company due to their lack of compassion, common sense and recognition of the magnitude of their mistakes. The man on the phone sounded like he’d rather be anywhere but there. When I told him only one box had arrived, he said they had run out of stock. I told him that the website allowed me to order them, he said it was an unexpected stock issue? So rather than send me one of their various other boxes, they decided to just send the one box, and offer nothing else, no refund or replacement, not even a phone call.

I’m not ashamed to admit I blew up at him a little. I was left, at 3pm on the Saturday, with absolutely nothing for mothers day the next day, and I had to go play basketball as I am signed to the team. I asked to speak to his supervisor, but apparently this isn’t possible. I could only speak to him. I was livid and in tears.

So, at 5pm, once my game had finished, I had to make a mad dash around every bakery and supermarket in the area, to find tea, cakes, scones etc. If you’ve ever been to a northern city, you will know how inaccessible they are for wheelchair users, especially on a cold night. I was nearly in tears the entire time. I spent a fortune at fancy bakeries as they were the only things I could get to.

I didn’t arrive home until 8pm, when I had to make up sandwiches and package everything up. The following day I had to wake up early to find somewhere that sold the last few bits. Thankfully, I pulled it off, but by 5pm on mothers day I was absolutely exhausted and crashed out as soon as my partner and I got home from my parents.

I would like to be able to say that at least the box we received was nice, but it wasn’t really. The scones were nice, but were tiny compared to the ones we bought at the bakeries. The cakes were a joke; the lemon cake stuck to the wrapper and disintegrated when opened, and the brownie was dry and crumbly. The jam was pleasant, the cream was okay. The tea was tea leaves, I’m sure it says it somewhere on the site, but we didn’t have the facilities for tea leaves so that was useless for us (not their fault if it is listed on the site). That was the entire contents of a near £40 box; four scones, two brownies and two lemon cakes, a tiny pot of jam, two very tiny pots of cream, and a slim sachet of tea leaves - and don’t forget the abysmal service.

I cannot believe the price tag this company slaps on to the worst service I’ve received from a company, and average food. Please, go elsewhere, don’t put yourself in the situation I...

Received a dry red velvet cake as a gift (delivered by courier) 2 stars because it was well packaged, came undamaged - except the coolpack, that presumably was included to keep it cool, was just a room temp bag of liquid with no sign it had ever been cool. Cake did not taste good, sponge was dry like it had been made the week before and there was no real taste of vanilla which is a poor showing for a vanilla flavored cake. Red velvet cake should be a light chocolate sponge with light whipped vanilla cream cheese frosting, this was two layers of dry, thin discs of sponge with heavy, non-whipped, plain sweetened cream cheese frosting.

I'd expect these cakes to be made to order rather than be picked off a shelf, apparently it was made the day before - maybe it wasn't kept in the right conditions and the ingredients went south. My stomach didnt feel great shortly after having a slice.

It looked good but id rather have an ugly tasty, fresh cake than a pretty bland, dry cake.

Update: I got in touch because I was concerned the cake wasn't fit to eat and they got back promptly with a refund (credit) for the order and said they'd investigate what happened. I will try ordering again and update my review to see if this was a one off.

Update 2: I decided to give Cutter & Squidge a second chance after the previous, very disappointing Red Velvet Cake order. This time, opting to try their promoted brownie selection box and their mixed cookie selection box.

The brownie selection was ok, but not great. The brownies themselves are very thin, about 1.5 cm tall so slightly thicker than a Jaffa Cake with .3-.5 generally dedicated to some topping like chocolate. Personally what I like and expect in a brownie is a thick bite with a soft center that fills your mouth. Because they're so thin it also causes them to be fairly dry and unsatisfying.

The Mixed Cookie Selection was the most disappointing. They are advertised as "thick, chunky and soft" however they arrived (batch number the date before they were delivered) hard as biscuits that could have been made weeks prior. I am certain at this point that Cutter and Squidge's "batch number" labels are not, in fact, the date the items are baked/cooked but the date they are placed in a box for delivery. These cookies were not fresh. The instructions on the box suggest to warm them up in the oven for 5 minutes, which I did with each, however somehow it barely improved their consistency - they always came out stale and cakey rather than a nice mix of crispy and soft. I will say, trying to eat one of these without warming them up is completely...

I wasn’t able to visit the store but this review is for the truly outstanding customer service team, shout out to Rebekah and Emma!

I was meant to receive a parcel with cake and brownies yesterday to my workplace from my family (who ordered them to be delivered to me!). As usual, I got the DPD link and was tracking it for it to be delivered from 11-12pm.

Suddenly, DPD says that the parcel has been delivered at 11.40 or so with ‘photo evidence’. Bear in mind, it was meant to be delivered to my office which is a 40 floor office in Canary Wharf and I received no phone call on coordinates or where it should be delivered. I ran around the office and asked all the security guards, courier teams and loading bay teams and no cake to be found.

I was worried that it was delivered to the wrong office so I called customer service! Rebekah initially helped out and tried to track the package via DPD and tried contacting DPD. I was quite stressed because I was in between meetings and couldn’t figure out where they would deliver it. I emailed and called again and Emma helped out to see what could have occurred.

Emma called DPD and escalated the issue with the managers to figure out where this parcel could have gone. Eventually, they couldn’t trace it due to DPD’s systems and said a replacement will be sent the next day free of charge. Emma and Rebekah were very supportive and called me back a few times during the day.

However, 3 hours later, the parcels magically appeared and were delivered to my office. I got a notification from my courier team that it had arrived at the bay (after I checked with them 3 hours before). I received the cakes! This was due to DPD doing a ‘fake’ photo evidenced delivery during the 11-12pm time slot and delivering it 3hrs later. It caused me a lot of stress but Emma was able to support the full process.

To the owners, your customer service is lovely but you need to get rid of DPD because they lie and cause stress about deliveries and don’t even call the receiver despite the order saying that I should be called.

Thanks both for...