Flavourtown Bakery — Restaurant in London

An incredibly stressful experience…

I placed an order for a 10” unicorn rainbow cake and 36 cupcakes for a 4 years old’s birthday party. On the morning of the party, we were due to collect the cakes at 10am so they were in place for the 10:30am start. At 7:46am, we received an email saying that there had been a power cut at the factory overnight so the cakes would not be ready but would be delivered to the Fulham Store as soon as possible.

The customer support team were not open until 10am but I requested a call back ASAP. I spoke to the Head of Customer Services to explain that we needed the cakes for 10:30am, and she said she would liaise with the driver. I received no update and after chasing several times, I was eventually informed that the driver was on his way and the cakes would be dropped off directly to the party venue by 11:30am.

Initially this was a relief and meant we didn’t have to find a last-minute alternative. However, 11:30am came and went with no sign of the cakes. I chased again and after much back and forth with the Head of Customer Services, who had to contact the driver and then call me back, I was informed that the driver was delayed.

I was initially told he was stuck in traffic but would still make it in time, but by 12:15pm he had still not arrived. After calling again, I was told that the cupcakes had been in the Fulham Store all along (!) and asked that these be sent to the party venue, so the children had something to celebrate with. At around 12:40pm I was told that the driver with the Unicorn Cake was in fact nowhere near the party venue (!) and would not make it before 1pm when the party ended. I was also informed that the cupcakes had not been sent from the Fulham store as they were not picking up the phone in the branch…

This was an extremely stressful and chaotic experience (I was on the phone / email to Flavourtown over the course of 6 hours). This could have been rectified simply and efficiently by sending a replacement cake from one of your shops (your website states you have some cakes in both Fulham and Richmond), rather than consistently being provided with inaccurate information and false promises.

After the party, I was told the cakes could be delivered at 4pm. I asked for a reduced price for the order but was told that as only the best ingredients for the cakes are used, only a 15% reduction would be offered. We obviously no longer needed a 10” unicorn rainbow cake and 36 cupcakes for a family of 5 so cancelled the order altogether.

Whilst I was sympathetic to the power cut, the handling of the situation and the customer service I received was appalling. If I had received accurate information at 10.30am, 11.30am and 12.15pm, I could have planned the day differently and found a replacement cake before or even during the party.

The whole process was extremely stressful, upsetting and frustrating, not to mention an unnecessary waste of everyone's time. The order should have been given free of charge alongside a compensation voucher as a minimum, being offered a reduced price of 15% for an order was totally...

I got a chocolate rainbow cake for my 4 year old's birthday and it turned out great! I was a bit uneasy after booking as I started to read more recent reviews that weren't so great and I was about to even buy another cake just in case! However my experience was really good: great looking cake, nice buttercream, colourful layers as per the online picture... Perhaps a bit too much sugar, but that happens with most cakes in the UK in my experience! The cake arrived well on time and everyone at the party loved it. It wasn't dry or stale as I read in other reviews, and the taste was just great! The only reason why I give it 4 stars and not 5 is because the box where the cake came in was broken, and I was very very close to have dropped it on the way from the building's entrance where they left it to my kitchen (2 flights of stairs). I hadnt noticed how the box was broken and the bottom part opened as I was placing the cake on the countertop!

Update: Thanks for your quick reply! I think I would have preferred to pay the extra £4 (it's a very small percentage of the total price of the cake). In my case I had to bring the cake to the party (20 mins walk) so I had to make a box out of another one I had at home by chance, which was not something I was planning to stress about on the day! The other inconvenient was the box was so large that even if it hadnt broken, it would not have fit in the fridge, so I had to empty it, remove a shelf and clear the fridge moving its contents to my neighbours just so I could keep it in the cold for the birthday next day. Please really consider at least to...

Amazing delicious vanilla rainbow cake which my son absolutely loved for his birthday and customer services were brilliant in sorting out an error on my part! Very happy and zero hesitation in recommending Flavourtown, thank you!

Found this shop online (thanks previous reviewers) and ordered a vanilla rainbow cake Monday for collection Thursday this week. I sent an email Wed morning to check all was ok - Ashlee in Customer Services replied quickly saying I had ordered delivery for the following Thursday which was totally my fault.

So I called Ashlee asking if anything that could please be done, I was fearing the worst tbh with just 24hrs until I needed to pick up the cake. Ashlee was amazing, contacted the production kitchen and called me back within 10mins and assured me they could make it in time inc. the birthday message and I could pick up from the Fulham branch at 10am!

Sure enough and to great relief the beautiful tall cake was ready at 10am, looked amazing with vivid bright colours, tastes delicious with a lovely box (that fits) and customers feedback is clearly heard as there’s a ‘traditional buttercream frosting’ option now which I chose. I’m not a huge cake fan but I think the cake is delicious and most importantly my son (and his friends) loved the cake - thank you again to Ashlee for saving the day and to Flavourtown for helping to make my sons birthday in his words “the best birthday...