Heriot Cakes in Harrow

I ordered a cake for next day delivery, never arrived. They don’t respond to emails and they don’t pick up the phone. I’ve been ordering from them ever since they’ve opened but it seems these past 2-3 years since their rebrand that they’ve decided to cut costs when it comes to customer service whilst raising costs for cakes that don’t end up resembling what they’re selling on their website anyway. Extremely disappointed and whilst I’ve decided to ignore past mistakes they’ve made, this will be the last time I am ordering from them.

I have used this shop twice recently. Firstly,- a few months ago. I ordered a cake with a birthday message. The cake tasted nice but by the time we cut the cake, two hours later, the whole message had melted away. A few weeks ago, I ordered 2 birthday cakes for a large party. I went to the Harrow Weald shop and specifically requested them to be freshly made. The manager assured me they were made on the same day. However, at the party the guest had to eat semi frozen cakes. A few days later, I wrote to the company using the form on their website. I never received a reply. I would not recommend this company at all and believe the reviews are fakes. Their cakes are not freshly made and I was lied to by their manager. They even charge for writing a message on the cake!

If you want a celebration cake, specifically pay for a chocolate inscription plaque for a special birthday and it arrives blank for your celebrations, this is the place to go to! Called up to be told I’ll get a refund for delivery and the chocolate plaque! That’s not the point darling, it’s for a celebration which comes once a year, something I’ve specifically paid for and not forgetting calling several times yesterday to go through my order and no one answering! Could’ve been fixed if she used her initiative and delivered the chocolate inscribed plaque before this evening. Not that we are hundreds of miles away! Not again! Poor , poor service. Wish I had read all the poor reviews prior to ordering.

I have bought so many birthday cakes from Herriots but the price increases especially for the chocolate cake which is rather plain looking compared to previous years has meant that I am an ex customer. Check out M&S.

The serves is amazing and the enthusiasm of the staff is spectacular

Amazing Cakes and Staff, should be really proud of the Team at the Hammersmith Broadway Shop, they were brilliant. So many sweet treats to choose from, I would have bought them all if I could.

I had never heard of Heriots and I was drawn to the lush look of their full sized cakes. In appearance they look elegant and yes although a little pricey no more than Patisserie Valerie in comparison. Even cafe Concertto cakes. What amazed me was the flavour, the mango and passion fruit was amazing. I was surprised by the light fluffy flavour. Two days later the cake was still as good! I will be returning to try more …

Strawberry gateau cake was to die for! Will be ordering a larger size next time! Have had cupcakes from here before but, haven’t tasted the best however the cake I ordered from my friends birthday was delicious! Although I got the cake without the strawberries on top as I wanted a message but I did add the strawberries myself at home. The lady in the store in watford was very kind and polite.

Ibrahim has been so efficient, polite and professional. Will def recommend Heriots cakes

Ibrahim was very attentive and apologetic due to the wait which was not his fault at all. He is a lovely asset to your team :)

Vegan macarons on their display however when I asked for vegan macarons they said they don’t have any and won’t bring any in but will keep the display box which is misguiding. Also quite rude and unprofessional. Wouldn’t go back even if they had vegan options.

Very good customer service. There was Ibrahim. He help me to find the Rainbow colours cake.

Cake ordered over the phone, although the kiosk was in the centre of the mall, shop wasn’t too busy when I approached, I enquired about the cake I had ordered, the staff member had told me that the manager has gone to get my cake and will be 10 mins or so, I’ve had paid for parking for 30 mins just to quickly pick up and leave, not only I had to extend my parking because of the wait (15 mins), but found out that the cake was in the fridge at the kiosk all along and the staff member has no idea what was going on, she didn’t communicate with the manager nor she checked for the cake. Poor customer service and had to go through the inconvenience of waiting unnecessarily longer. The cake was not as fresh as I had hoped, cut the cake around 5 hours refrigerated after purchase and the cake was very hard to eat. Not too sure how long that cake was on display.

Had amazing customer service from Kaustabha and Lakhwinder. They prepared a personalised 14inch cake for me within 4 hours and it was a gorgeous cake!!! Really recommend the Ferrero. Thank you so much.

I have always bought cakes from heriots, maybe for the last 10 or so years and they never fail to impress me. The flavours are immaculate, always fresh and the cakes seem really light. My favourites are probably the passion fruit/mango & the pistachio, would definitely recommend trying them. The cake slices are always a lovely gift on birthdays or when I go to visit friends/ family. Besides the cake, I have not actually tried anything else so cannot actually tell you about any of the other bakes that they produce. One advice maybe do not order the cake and instead collect them as I see complaints about delivery. I am not too sure what you expect when they are posted. Sturdier things do fall apart in the mail.

Ibrahim gave me great service today, thank you so much !

Great service from Ibrahim And Olga . Thank you

I paid two slices £9 which is expensive, so you expect fresh cakes however the cake wasn’t fresh seem like one week or maybe three old. I paid money for fresh cakes and not old.

Cake ordering service is atrocious. You never get to talk to anyone on the phone. The ordering system in the shop doesn't give you a confirmation number or receipt so how can you track your order. It's all pretty looking in the shop but they do not know anything about customer care. 4 options when you call which is a waste of time because it tells you to email and no one acknowledges the email. Goes into a black hole. Very disappointed 😞

Very awful service, receipt was not given, customer service is very slow at responding to emails query. Not a friendly environment and the taste of the cakes were horrible and stale.

Very bad service from the staff on duty today evening at 17:45. The shop was left open without anyone in the front desk and I had to shout for someone to come from inside . I could see her from outside that she was on her phone while I was waiting outside . She had no interest in selling cakes and very reluctant to explain about cakes when we asked .We come all the way from Hillingdon to buy your cakes because it’s unique from other shops .

Excellent service and delicious cakes.

The customer service and the cakes are amazing 🤩🤩

Tamanna's laughter shakes the cake world.. If you want cake with a freshness of smile please visit Harrow and enjoy the journey from picking to packing and then taking away the sweet treat..

This is a special comment for Tamanna who had served in various occasions with a great smile and especially her hot chocolate is just beyond my word which i cannot express. Please go and try to the customers who have not tried yet.

Always purchased from Herriots Patisserie for every celebration

Cakes are very delicious and amazing customer service by Aayushi. She is asset to company

Driver was so lovely, very cheerful. Makes all the difference!

Purchased a cake from this place for my son’s 16th birthday. Wasn’t exactly sure what to expect as this was my first time buying a cake from Heriots. The cake I have purchased had exceeded my expectations and it was absolutely delicious. Prices are very good too. I would buy from them again. Highly recommended!!

Very very disapointed with cake and service on sat. Waited 25m for their mistake. Ruined my dinner plans!!! They cant spell as done this mistake b4 for dad. Since Zara left service and standards has gone down. Cant speak to manager

Really disappointed as got the name wrong on the cake and then tried to correct it and made a bigger mess. Did not care and got moody when I complained.

Heriots Pâtisserie is glorious! Fabulous service, so friendly, and INCREDIBLE cakes and delicious macarons. The cakes are works of art - Iovely large portions and gorgeous looking. Visit them for premier sweet treats!

We ordered a cake, and it was so light and fluffy I literally was eating a cloud! My mum LOVED it. It is so amazing. (Written by my daughter)

I emailed in a complaint on the 7th of February and have been waiting for a response since. I contacted you guys via Instagram on the 8th of March and was told someone would contact me. I still have not heard anything from anyone. I was given a stale, dry cake for a birthday and I am still waiting for that to be addressed. Would definitely not recommend 😡

CAN SOMEONE FROM HERIOTS PLEASE RESPOND TO MY EMAILS????

Excellent service, Ayushi was brilliant. Last minute request with decor & message but she was super helpful. Beautiful cake.

Tucked into a slice of carrot cake (bought at your Brent Cross pop up store) only to find a small, black, curly hair 🤢 Absolutely vile!

It’s my first and last time ordering from this patisserie. I wanted something special for my husband’s birthday which was yesterday 2-2-2024 so I decided to give them a try . I asked about their best seller cake which is also freshly baked too ; they recommended the Belgian Chocolate one which was the most pricey amongst them all but I did not mind as long as we are going to indulge ourselves in something delicious.But guess what it was so dry tasteless, the sponge was like a one week old bread and the ganache wasn’t cream and dry too . I regret buying from them and advise you not to waste your money on something worthless. Iam really disappointed because I particularly asked for a fresh one and just because they wanted to get rid of it they convinced me to buy it . It’s a shame . This has ruined the occasion and we all felt bad as the cake went into trash .btw they charged me 2.50 pounds extra to add a happy birthday note which again went wasteeee .Forgot to mention even the strawberries went into bin because they were so soft as if they have gone bad too .

Good service during pick up. Cake was decent quality.

HELLO, I placed a ordered for Sunday for my son birthday party so I went to collect the order but due to the traffic I did not make it on time yet your store in Harrow didn't bother contacting me before closing down. This has caused me so much inconvenience as my son 7th birthday was ruined as invited everyone including his teacher and school friends. Where due to this everything was ruined and he was crying on his big day. And we had no back up plan as everything was closed down and his birthday was ruined and I'm extremely disappointed as we had personalised the cake with the theme. We had sent multiple emails however we had got no response regarding the issue and today we visited the shop and they said there was no order placed with the order number. I have proof of order. I asked for a refund however we were told to contact you. This is really inconvenient as l have placed several order from your company however this is the first time this has happened. I'm hoping that you can help resolve the problem by refunding my money back. And want to know you that I still didn’t get reply from there I’m still waiting for reply from them😔

Best cake ever, personally I love Ferrero crunch & rost pistachio

Bought a lovely slice of red velvet cake and had a caramel latte made by Oscar. He was very informative about the cakes and I will ensure to buy a birthday cake here soon.

I had ordered a cake from Wealdstone branch and collected today. The cakes are simply amazing. Also the staff (Ms. Maryam) was welcoming and helpful.

Picked up a Belgian chocolate cake for £45 from Bond Street pop up. The cake was stale and sponge was hard. We always have had excellent birthday cakes and pastries form heriotts but this time have been let down terribly!

Very quick to order. Cake was amazing

Thank you for the lovely service

Very gud sales man oscar he is very gud in dealing with customers

Been using this bakery for few years and never disappointed. Amazing fresh cakes ❤️❤️

Really lovely staff amazing cake

Very good service by Maryam on the counter and of course delicious cakes.

Very delicious cake Thanks Maryam

excellent services from Maryam bibi ! 👍🏻

Maryam was friendly. It's the first time that I've been here so I'll report back on the flavour if I come again.

Arrived very close to closing time, but still got cake with personalised message. Life saver! Thank you

I’ve been using Heriots for years. Outstanding service and quality. Cannot recommend enough

Really nice environment and really good service given by akshay

Excellent customer service by Aayushi Anare and also she is friendly with customers and the product is wonderful Just loved it ❤️

Really great service from Aayushi. Thank you

The Iced caramel latte was delicious made by Aayushi. Her customer service was amazing.

Iced caramel was so delicious made by Aayushi that I have referred my friends to try it. And the customer service she provided was amazing.

Lovely customer service by aayushi. Cakes were very delicious

The coffee made by Aayushi was so delicious really liked the atmosphere and hygiene will visit soon again

Excellent staff and amazing service…!

Dear Aayushi, I was very impressed with your excellent customer service, knowledge, and helpfulness. Thank you for making my experience so positive. I will definitely be coming back again soon.

Ambiance was so beautiful and the presentation of cakes was done so good by Aayushi really loved the service and the cakes ..Will surely visit again

Good atmosphere nd awesome Customer de as well

Best customer service by Aayushi will surely visit again and recommend everyone

Excellent customer service by Aayushi She is really very helpful

I recently visted this outlet experiencd outstanding customer service by Aayushi. I Had come to have coffee her expertise resulted me for buying a cake and I would recommend everyone to visit this place at least once.

The shop was so neat and clean and would like to express appreciation to Aayushi as she made delicious coffee for us . Loved the service!

Lovely customer service by Aayushi. She deserves 10 stars. ❤️

Best service provided by Aayushi your friendly behaviour immediately puts customer in welcoming atmosphere Good Work! Keep it up

Good customer service by Aayushi, must say she’s asset to the company.

Lovely customer service provided by Aayushi .She is definitely an asset to the company

The cake was delivered with the wrong message on it, completely different name and message, it was very embarrassing for us in front of guests and it completely destroyed the party. We tried calling the number given on their website, but no one comes on the end of the call and its all automated. I will NOT RECOMMEND Heriot to anyone. Very poor customer service as well, no one contacted us despite leaving number of messages on Instagram and emails.

I have been a loyal customer for over 6 years and I first came across this bakery back in 2017 when I was looking for a cake for my 21st birthday and my dad’s 50th birthday. The cakes were amazing and everyone at our birthday party praised how much they liked the cakes to the point where we weren’t able to try it as it was all gone. Since then I have always bought a cake for my birthday especially mango and passion fruit as there are no cakes like this anywhere else. However, in recent years, I have started noticing that the service in the Harrow branch has gotten worse but I was able to look past it as the cakes were phenomenal and a little inconvenience was worth the experience of the cake. Even after moving to Milton Keynes I still travel to Harrow to order cakes here because of the quality. However this Monday my dad ordered me the mango and passion fruit cake and the service my dad experienced was disgusting. The sales assistant was rude and dismissive of my dad. When I tried the cake, the cake was really dry and bland and not up to the usual standard it used to be. I believe the cake may have been overbaked due to how dry it was. It’s disappointing as usually the cakes and service used to be amazing but the quality has just gone down hill which I why I will not be buying my cakes here anymore. You guys need to do better and hire better staff as they are the first point of contact. If the staff are having a bad attitude then this reflects poorly on the business. I think you should focus on maintaining the quality of your cakes instead of opening more stores as this could be a reason why the cake quality is going down.

I asked about the green cake but it wasn't on display, so I chose another one. The lady left for a while and then came back with a green one and said that she had the green one, fresh from the kitchen. I immediately thought it might be old, but the lady assured me that it was fresh. However, it was old. the sponge cake tasted like week-old bread, the tasteless cream ended up in the trash bin. I live nearby, so I will definitely thank you in person

Cake is frozen! So have to wait hours 🥲

We've been buying cakes from them for years and they never disappoint

Delicious cake, taste fresh and light ( Oreo flavour)

Very nice and friendly staff , Mariam has approached us very kindly and made sure we are ok and satisfied with the products. I recommend it 👌

very pleasant atmosphere, clean and tasteful, tasty cakes, and the staff who served us very nice🥰

Great service from aayushi, Aayushi was so kind and pack my cake very nicely.

Great for dessert customer service is excellent and helpful great staff always happy and smiling good tastes

Best pistachio cake I have tried! Ordering was so easy and the personalisation of the cake was beautiful!! Would come again for my birthday cake, anniversary cake or any celebration cake!

Always brilliant customer service by Mariam, we love Heriots cakes! ❤️

Great experience with Maryam at Hariots Wealdstone store. Thank you for helping us purchase our cake! :)

The most delicious cake shop in Harrow. 100% recomend

A week ago, I ordered a large, red velvet cake from Heriots for Saturday 23 September to be collected at 3pm. I paid for the cake in advance and also extra for the writing. When I arrive to collect it on Saturday at 3pm, the seller told me that the cake was not ordered. She suggested to take a small red velvet and that she give me the other four slices. Do you think the problem has been solved? Unfortunately not! When we cut the cake we had another disappointment. The cake was old and dry. After this bad experience, I will never go to this pastry shop again and I will tell all my friends to avoid this pastry shop!

I had beautiful and delicious cake from Heriots very friendly customer service Thank you team Heriots

Professionally service and friendly staff 👍👍 amazing team heriots

A lovely patisserie, with a great team. Thank you Maryam, for great customer service. You made my day!

Ordered a mango and passion fruit cake for my Dad's birthday for £40. Ordered online on Monday morning for pick up Tuesday evening. Received order confirmation like you do. By Tuesday 5pm, I had not received any notification to let me know my cake was ready and when I tried to call the branch, it was just an automated answering service. The online live chat was only monitored until 1pm and so were the emails, so that was useless! Anyway the cake itself was awful, the sponge was so hard, almost tasted stale ! Highly disappointed and ruined my Dad's birthday. I will never be ordering from this place again

Collected a cake from heriot watford today (6th august) really sad that it looks nothing like pictures on website. The cake used to be covered in fruit and in the picture it has been reduced to fruit on half of the cake , and when we went to pick it up it was reduced again to 2 small strawberries how very disappointing will we be going back , I don’t think so . Sadly the cake inside is still very good but the outside looks poor

Ordered x2 coconut slices, paid for them, and received x2 “popular choice” substitutions instead, with NO courtesy call to let me know my order had been changed. One recipient was allergic to a substitution as well! It should never be assumed a customer prefers a ‘random’ substitution. I’d have opted to cancel my order or have a CHOICE in substitutions. Very poor and disappointing service from Heriots on this occasion. Fortunately JustEat acted fast & compensated me.

I was due to pick up my cake between 12-1pm. I was a little late due to traffic and arrived at 1:43pm. When I arrived the cake had been sitting out in the warm on a worktop, I asked Saiska how long the cake had been out for, and she said it was delivered by the driver when she was on a break and the other girl had forgotten to put it in the fridge. If the cake was delivered prior to 12pm (which it must have been as this was my collection time), at a minimum this fresh cream cake had been sitting out for 1 hour 43mins on a hot day. Saiska was extremely unhelpful, and continued to blame her colleague who was not there. I pointed to the fridge which had more than enough space to accommodate the cake, and asked would it not be normal practise to put a fresh cream chocolate cake in the fridge, and she could only shrug her shoulders and say "I do not know".

I sent an email asking two questions only one was answered so sent another email asking second question, still waiting for a reply.which is now over 48 hours.clearly you don't read emails properly. Your not to big to answer the phones either that or you don't care about customer service, a phone call would of been no longer than 5 minutes a hell of a lot quicker than waiting for emails to be answered or me leaving a bad review.

I had the most delicious pistachio and elderflower celebratory cake recently collected from the Harrow store. Very tasty, lovely mix of flavours and beautifully decorated too.

I have been to their Ealing Broadway shopping centre pop up store a few times. The sliced cakes are nice, although once I got a dry one. Today I went again and I tried the caramel slice,which was nice but too sweet, and the kinder bueno cupcake. This was awful: very dry and tastless sponge, it was clearly a few days old, considering how stale it tasted (both the sponge and the icing). Even the piece of Kinder Bueno at the top was very stale and it tasted off! Positive: The lady who served me was very nice. I won't be buying their cakes again.

I had a cupcake that they called "Black Forest." The cake was dry, nearly tasteless chocolate cake. The iceing was white: that's about all you could say about it. And there was one gluey, candied cherry on top with no flavor. About a quarter-teaspoon of cherry filling -- a trace, really - was hidden under the icing. It was barely there. Overall, the quality was what I'd expect at the baked-goods counter of a discount grocery store. What you might buy at a low price to give children at a school party, where the mere appearance of cupcakes is more important than taste.