Cutter and Squidge Opiniões 796

Resposta da Cutter and Squidge

Há 3 dias

Hi Gill,
We are so sorry. And also... not sorry at all.
We did consider putting a warning on the packaging but honestly we weren't sure "dangerously good" would put anyone off. It seems we were right.
Your relapse is entirely our fault and we accept full responsibility. The bulk buying idea is, objectively, a very sensible plan and we fully support it. As for the willpower option... we've heard that's a thing some people have. We wouldn't know.
Welcome back to chocolate. We've missed you and we're not letting you go again! x

Resposta da Cutter and Squidge

Há 3 dias

Hi Lucy,

We're really sorry. The delivery failure was down to a delay at DPD's Hinckley depot and we understand that's no comfort when a birthday gift doesn't arrive as promised.
Reading back through your emails with our team, we can see why the conversation felt unsatisfying. You asked about a refund as well as a replacement, and that question wasn't properly addressed. To be clear, your replacement has already been sent and that is how we make the situation right. A refund alongside a replacement isn't something we're able to offer. We're sorry that wasn't explained to you clearly and kindly at the time rather than left unanswered.
If there's anything still outstanding please do reach out at hello@cutterandsquidge.com and we'll make sure you're looked after.

Resposta da Cutter and Squidge

Há 3 dias

Hi there,
Thank you for leaving this review and we're really sorry the checkout experience caused so much confusion and concern. We completely understand why seeing the full amount on your invoice felt alarming.
What most likely happened here is that our invoice displays the original order total rather than the amount charged after gift card deduction. The gift card will have been applied and the correct amount taken, but we appreciate that seeing the full figure without that clearly reflected is genuinely confusing and something we want to look at improving.
We want to be absolutely clear that our gift cards are legitimate and work exactly as they should. We'd never want anyone to feel that way about us and we're sorry this experience led you there.
As we haven't been able to locate your order from the details provided, please do reach out to us directly at hello@cutterandsquidge.com with your gift card details and order information and we'll get to the bottom of exactly what happened and make sure your gift card balance is intact and ready to use. We really hope you'll give us the chance to put this right.

Resposta da Cutter and Squidge

Há 3 dias

Hi Katey,
Sumptuous and gooey... honestly those are two of our favourite words and we'll take them! We're so happy the chocolate fudge cake was everything a 14th birthday deserved. It's one we're really proud of so hearing it landed like that genuinely makes our whole kitchen team smile.
Happy birthday to your son from all of us at C&S! We can't wait to be part of the next celebration too. x

Resposta da Cutter and Squidge

Há 3 dias

Hi Lynda,
This has really made us smile! We're so happy the Chocolate Fudge Caramel Cake was a hit all round, and we love that you followed the serving guidance so perfectly. Chilled out of the sleeve and then a few hours at room temperature is exactly the way to get the best out of it, so it sounds like every bite was just as it should be!
A last minute birthday cake,which arrived on time and enjoyed by everyone... that's everything we set out to do. We can't wait to be part of the next celebration. We hope to see you again soon! x

Resposta da Cutter and Squidge

Há 3 dias

Hi Itta,
We work really hard to make sure finding something delicious and getting it to your door is as enjoyable as the cake itself, so this genuinely means a lot.
We hope whatever you ordered was every bit as good as the ordering experience. We can't wait to see you again soon! x

Resposta da Cutter and Squidge

7/04/2026

Hi Lynda,

This is the loveliest thing to hear — thank you so much for sharing! Knowing that your recipient really enjoyed your gift makes everything we do feel worthwhile. There's nothing better than a gift that truly lands!

We hope you'll be back to treat someone else soon — or perhaps yourself this time. You deserve it just as much! x

Resposta da Cutter and Squidge

7/04/2026

Hi Jamie,
This has absolutely made our day — thank you so much! We work really hard to make sure every interaction feels as good as the cake itself, so knowing that landed for you means the world to the whole team.
We'll make sure we will let the team know, honestly, this kind of feedback is the best part of the job. We can't wait to look after you again soon! x

Resposta da Cutter and Squidge

25/03/2026

Hi Miss Kelly,

What a lovely thing your children did — and we're so glad the cake itself was delicious! But we're really sorry you felt embarrassed on your birthday. That's the absolute last thing we'd ever want, and we can completely understand how the moment felt.

We want to be transparent here — our cakes are individually handcrafted in small batches with premium ingredients, and they're designed to serve a smaller number of people than a traditional celebration cake. The serving sizes and dimensions are listed on each product page, and we'd always recommend checking those before ordering for a larger gathering — something we clearly need to make much more prominent so moments like this don't happen.

That said, we hear you — and if the size wasn't what your children expected when they ordered, we'd genuinely love to chat about that. Please do reach out at hello@cutterandsquidge.com with the order details and we'll look into it for you properly.

Your children clearly love you very much. We'd love the chance to make sure the next C&S birthday moment is everything it should be — for all of you!

Resposta da Cutter and Squidge

25/03/2026

Hi Tyan,

Thank you for such a detailed and honest review — we genuinely appreciate the time you took to share this, even if it's hard to hear!

We're really glad the tomato chutney was a hit — though we're sorry it disappeared quite so quickly! On everything else, taste is such a personal thing and we'd never dismiss feedback like this.

What we will say is that everything we make contains no artificial additives, preservatives or flavour enhancers — which means what you're tasting in every brownie, every piece of bark and every cookie is exactly what went into it. Real chocolate, real butter, real fruit. For some people that's revelatory, for others it tastes different to what they're used to — and that's completely okay.

On the chocolate bark specifically — white chocolate by nature is predominantly cocoa butter and sugar, and ours is no different. The raspberry is there, but it's a delicate note rather than an artificial burst of flavour. We're sorry it didn't land for you.

We'd genuinely love the chance to find the right things for your palate — our range is much wider than one box, and we think there's something in it for you. Please do reach out at hello@cutterandsquidge.com and we'd be happy to point you in the right direction!

Resposta da Cutter and Squidge

7/04/2026

Hi Siya

Thank you so much for the praise, we will let our customer service team know and we look forward to helping you again soon x

Resposta da Cutter and Squidge

20/03/2026

Hi Lo,

Thank you for sharing this in such detail — we've read every word of it, and we're genuinely sorry the whole experience fell so far short of what it should've been.

On the delivery — we completely understand why seeing a food parcel left on the ground like that was so upsetting. What's important to know is that the outer box is a shipping layer designed to be discarded — every product inside is individually packaged and sealed, so the contents were completely protected and unaffected. That said, the driver absolutely should have rung your doorbell when you'd left clear instructions that you were home, and we'll be raising that with DPD directly.

The automated response and the follow-up that didn't meaningfully resolve things — that's on us, and we're sorry. You deserved a proper conversation, not a template. And we hear you on the £5 — we can see why that felt like an afterthought rather than a genuine gesture, and we're sorry it landed that way.
On the birthday message being cut off — we have maximum character limit for our gift messages and we're sorry the personal touch you'd put into the order was lost.

On the taste — we're sorry it didn't hit the spot for you. Our products are made fresh with no artificial additives or preservatives, and we're proud of that — but taste is personal, and we genuinely value the feedback.

If there is anything more we can do please do reach out at hello@cutterandsquidge.com and ask to be transferred to a human agent immediately.

Resposta da Cutter and Squidge

Actualizada a 25/03/2026

Hi Rosalind,

We completely understand how upsetting this was — your daughter's birthday cake not arriving as expected is genuinely the last thing we ever want to happen, and we're so sorry the day was affected.

We do want to gently explain what happened. The delivery address is confirmed in the original order confirmation email, and you didn't notify us of the error until after order has been dispatched with DPD so we were unfortunately unable to make any changes to your delivery address — that's a carrier limitation outside our control rather than an unwillingness to help.

Although the address error wasn't something we were responsible for, we issued a full refund as a gesture of goodwill because your experience mattered more to us than the technicalities. We hope that goes some way towards making things right.

On the cake being left in the sun — we completely understand why that looked alarming, and we want to reassure you properly. Firstly, it's worth knowing that despite the name, this is a cake designed to taste like a cheesecake — it isn't an actual dairy cheesecake. Our packaging is also specially developed with ice packs specifically to keep everything safe during transit and on the doorstep, and every product is lab tested to remain safe at ambient temperature for up to five days. Your cake was never at risk, even in the sun.

We hope everything has since been resolved to your satisfaction — but if there's anything still outstanding, please do reach out at hello@cutterandsquidge.com and we'll make sure you're looked after.

Resposta da Cutter and Squidge

20/03/2026

Hi Zara,

This genuinely made our whole team smile — thank you so much! Knowing that your Eid and other gifts brought you a moment of joy is exactly why we do what we do.

We put so much love into every bite, so hearing that it landed perfectly means the world to us. We really hope to see you again soon — there's always something new and delicious waiting for you! x

Resposta da Cutter and Squidge

18/03/2026

Hi Farah,

This genuinely made our whole team smile — thank you so much! Knowing that your gift to your mother in law brought you a moment of joy is exactly why we do what we do.

We put so much love into every bite, so hearing that it landed perfectly means the world to us. We really hope to see you again soon — there's always something new and delicious waiting for you! x

Resposta da Cutter and Squidge

18/03/2026

Hi Paul,

Oh, this has absolutely made our day — thank you! We're so happy the mother's day cake hit the spot. It's one we're really proud of, so knowing it brought you and her joy means everything to us.

If you ever want to try something new, our team is always happy to point you in the right direction. See you next time! x

Resposta da Cutter and Squidge

18/03/2026

Hi Damian,

This is the loveliest thing to hear — thank you so much for sharing! Knowing that you thought the gift box was good value really makes everything we do feel worthwhile. There's nothing better than a gift that truly lands!

We hope you'll be back to treat someone else soon — or perhaps yourself this time. You deserve it just as much! x

Resposta da Cutter and Squidge

18/03/2026

Hi Dave,

This genuinely made our whole team smile — thank you so much! Knowing that your orders have brought moments of joy is exactly why we do what we do.

We really hope to see you again soon — there's always something new and delicious waiting for you! x

Resposta da Cutter and Squidge

18/03/2026

Hi Kelly,

This genuinely made our whole team smile — thank you so much! Knowing that our products have brought you many moment of joy is exactly why we do what we do.

We put so much love into every bite, so hearing that they landed perfectly means the world to us. We really hope you get the Strawberry & Matcha Cake for your birthday, its delicious! x