Sadly, I have had a similar experience to so many before me. I had ordered a cake last week for Valentine's Day (well in advance in case of any problems...something you really shouldn't have to do, but I was aware of delivery issues tht others have had). My husband and I waited around all day on a Friday until 6:00pm. The courier unfortunately attempted delivery at 6:30pm, so we weren't here. I completely realise this is not ECC's fault, but if they have an agreement with CityLink to deliver by 5:30, then they should make sure to hold them to this. If not, then the informaton on delivery times should be updated on the website to reflect this, and I would have chosen a different delivery date/time. I phoned ECC the next morning and spoke to one of their customer service reps who promised to resend the order the following Saturday (today). I had asked him to send me an email confirmation once this had been set up, which I never received. I guess I should have phoned in the week (again this isn't something you should have to do...) since the delivery has not been scheduled. Luckily, I just phoned them to discover this before waiting around for it. The people I have spoken to on the phone have been very courteous and polite, however action speaks much louder in words... Unfortunately, I won't be ordering from them again. I gave them a chance, and they failed. If you do order from them, be sure to do the following: Order well in advance in case there are any problems Clear your calendar for the entire day so you can wait for it to arrive (or pay the extra money for a shorter time period) Phone them the day before as well as on the day to make sure the order has actually been dispatched They look like lovely cakes, but I think it's going to be home baked or off to the bakers for me! Ordering off the internet shouldn't require so much work. read more

Negative stars would of been more appropriate. Ripped off then ignored. Ordered a cheesecake well in advance for my fiance's birthday back in UK that arrived 4 days late, defrosted and in a unhygienic state. Amazingly this is appears to be acceptable and no refund and now no response to any emails!!!! . I am currently serving with the British Army in Afghanistan and so we are limited in what we can do to make our loved one's day special back home and we have been conned. . Unsurprised to see there are several other like this. . I arranged to have the birthday cake delivered to my future father in laws flat who is disabled and housebound and unable to be out even if hadn't known about the delivery. . Without even so much as a we're sorry we'll look into it the company then hid behind the it clearly states we are not responsible if no one is there to take the deliverywhich i understand the rule and was aware of as i had ordered before. . I was told delivery had been attempted and a missed delivery card was left, so it was my responsibility. This is simple to prove as the flats have a security door that you have to be buzzed in by the occupier before you can get to the individual doors to the flats. So even if you ignore the fact the flat was without doubt occupied for the entire period they got through the security door to place missed delivery card (which there wasn't one) how? . So this is not just a simple case of a delivery gone wrong but someone is actually lying . I informed that there excuse was not possible but also inquired if i had been in a normal house, without such easy proof, how would i stand then??? . NO BIRTHDAY CAKE, NO REFUND, NO RESPONSE TO EMAILS read more

I ordered my cheesecake well in advance as it was one of the girls at work's birthday. On the day it was supposed to arrive, I was so worried as I had only received a notification that my card had been debited and I hadn't received anything else by mail. As a seasoned internet shopper, I was expecting an order confirmation from the company and possible another email to let me know the order was on its way, and also, maybe a tracking number. As the hours wore on, I began to get very anxious that the cake hadn't arrived yet, and came on here to what seems like 70% terrible reviews from people complaining the cake hadn't arrived for x amount of days or had arrived in a bad state. I began to fear the worst as we're up in Scotland, what kind of state it would arrive in, if it would even arrive at all! Luckily the lady on their customer services line was able to help and after informing me that they don't issue an email to say the cheesecake has been despatched, called me back to let me know the cake was on it's way and in the back of a van. We haven't had the cake yet, because even though we received it yesterday afternoon, more than 24 hours later, it has not defrosted yet. I would put that down to the cold weather we've been experiencing at the moment, though, so I can't comment on what it tastes like. I have deducted a star for the lack of notifications received by this company, as control freaks like me get very upset when we can't track our purchases every two minutes ;) read more

I had ordered a 'Banana Splitz Chocolate Fudge Cheesecake' for my wife's birthday. I work as a nutritionist and should point out that the occasional treat such as this was supposed to be, is greatly anticipated. After defrosting for 8 hours we eagerly cut the first slice. What a dissapointment. No banana flavour to speak of, and certainly not even a hint of cheesecake! A bland chocolate cake would be the most kind description. After an email to the englishcheesecake company, I received a call. 'I guess you want a refund then?' No apology. I am then told to email pictures as I may just have it confused with the free cake I was sent. Upon doing so I receive no communication. A day later I call, to be told that as compensation I may keep the offending cake and have a 50% refund. Great, I can keep the week old cake which I disliked so. I then ask for a full refund and am told 'ok, but we're taking the cakes back!' So now I have to wait in the house (potentially all day) for a courier to pick up 2 mouldy cakes. And still no apology. I am honestly shocked. read more

If it had been possible to give no stars then I would have done. I have no idea if the Eton mess cheesecake is delicious or not as it simply didn't arrive. I am still waiting for an explanation as to why it didn't turn up and although I have been told that the money has been refunded I have yet to see it as of course there is the obligatory wait. The cheesecake had been ordered 10 days in advance for a special occasion and as delivery was scheduled for Saturday and their office closes at 1.30 but delivery can be up until 5.30 I was unable to call them until Monday morning. The apology was half hearted and other than a refund or re-delivery there was no mention of compensatory measures. In fact as I complained about the inconvenience the gentleman said we've lost a cake too! How ridiculous!! They will have lost nothing since if the courier company are at fault, as they suspect, they will be reimbursed and lose nothing. I wish I had read the reviews on here before ordering and saved myself considerable time and annoyance. read more

Although I've never ordered from the English Cheesecake Company myself (and so can't comment on the ordering process, delivery, or any of those details), I have been lucky enough attend a handful of shenanigans at which other people had ordered their cakes. Now, I love puddings. Cakes, custard tarts, pastries, pies, and mousses. I love each and every one. Basically, if a dish contains caramel, cream, chocolate, or fruit or a combination thereof, I will indulge at every opportunity whilst sighing ecstatically. But in my humble opinion, the cheesecake is the almighty ruler of the Kingdom of Desserts. And the English Cheesecake Company's cheesecakes might be the overlords of that empire. Creamy, rich and crunchy, with masses of toppings, they are heaven on a plate. And like Alex says, although £25 might sound expensive, each one is a whopper and easily enough to feed several with lots leftover. But not if I get there first. read more

I ordered 3 cakes for my bestfriend. It is his birthday today! The cakes did not arrive. On speaking to the customer services officer he informed that my card had been declined- AFTER TAKING 160 POUNDS AND SENDING A CONFIRMATION NOTIFICATION. This would all be resolved if the money was in my account and the English cheesecake kindly informed me that they will not be delivering my cakes 24 hours before the deadline. Did i add that i paid for next day delivery to arrive before 1pm. I didnt receive a phone call or notification stating that the cakes will not be arriving. They saw no logical reason to CALL or notify their customer that the cakes will not be arriving. The costumer service is horrible. If they gave me an alternative or compensation i wouldnt be writing this but this is unacceptable. PLEASE PLEASE PLEASE DO NOT ORDER FROM THIS COMPANY. THEY ARE AN ABSOLUTE JOKE!! ! ! WISH I DIDNT HAVE TO GIVE STARS. THE WORST! read more

I had ordered a cheesecake for my husband for valentines day. My husband waited in all day for the delivery which by 4.30 in the afternoon hadn't arrived so I called the company who told me that the delivery company had tried to deliver the cake at 3 that afternoon which if they had it wasn't to my address as my husband had been in all day and no attempted delivery card had been left either. So I asked for my money back as it was supposed to be a nice romantic gesture for valentines day which The English Cheesecake had failed to deliver! The next morning on the 15th Feb there was a buzz on the door at 9am it was the cheesecake a day too late!! Very poor service would NEVER order through them again. My friend has recently been let down by them too, same story waited in all day for a cheesecake that never arrived. Amazingly underwhelmed by this company! read more

Ordered a Cake from English Cheesecake Company to find that the cake had been delivered to the concierge of the apartment and not to my door (clearly stated on the address). There is no note on the packaging advising the recipient that the goods within the box MUST be kept in the fridge/freezer so how is the recipient, if other than yourself, supposed to know that the goods are to be kept in fridge/freezer? Nor do their couriers notify the recipient that the goods must be keep in fridge/freezer. Advise on if you are ordering from this company, if you live in apartments/housing with concierge, DO NOT get it delivered there. Have it delivered to an address where someone other than concierge will/can pick it up. Overall, my experience with the company is absolutely dis-satisfying and would not advise that you buy from here. read more

Very disappointed! Customer Service sucks!! Ordered a cheesecake for sister-in-law's 40th birthday and they failed to deliver on the day. We telephoned the company on the day to check on delivery and was told that it's on its way. Someone waited all day but no delivery. Called the compay the next day and was told that they can make another delivery in a couple of days!!! yeah right..I think they missed the point about birthday and special occasions in general. They would not even deliver the cheesecake next day or try to help the situation. Company is a joke! Cannot say anything about the quality of the product as clearly they cannot even do the simplist task of delivering it. Really don't care about how good it is, it has already left a bad taste! Avoid it. Go to MS or TescoCustomer Service is better and probably the cake too! read more

Apalling Service. I don't often write reviews like this as I don't consider myself a moaner but these people have really annoyed us. We ordered a sample box and rang back immediately to change the date and address for delivery. When my partner had stayed in all day with our 2 year old and no delivery turned up, she called and found out they had meesed up not processed the changes. They admitted fault and promised a refund of the delivery charge - haven't seen this. I've since rung to see if it was worth ordering for our wedding and they have refused to budge an inch on price, lied and said it was the couriers fault with the sample box despite having already admitting fault and then their response to requests for compensation was to ignore my e-mails and phone calls. Avoid them. read more

I ordered a cheesecake as part of a birthday meal. The order was placed well in advance of the date required. I opted for free delivery on saturday. I had 3 people at home all day and yet no delivery?!? The cakes didnt arrive so i was forced to dash to Waitrose to attempt to find a replacement. I could not contact the ECC as delivery could be anytime before 5:30 and the store closes at 1:30 on a saturday!?! No out of hours number is provided, no contact number for the courier company used. NOTHING. Yet the monies had been debited from my account. I WOULD NEVER EVER recommend purchasing a cheescake through this company and expecting it to be delievered. Poor service and a half hearted apology!! Forced to put a star as it wouldnt let me leave the review otherwise! read more

I ordered My friend what seemed to be the perfect birthday cake his favourite Cheescake, only the day it supposed of arrived it hadn't, I rang the customer services who kindly advised me 2 days before his birthday that they had cancelled all orders but hadn't even thought to tell me. they said they had e-mailed all customers and try to conact them, have I received a phone call or e-mail, not a chance. thanks very much ENGLISH CHEESCAKE COMPANY I am now stuck with no cake at all for his birthday. I am so so dissapointed with your service and i'm sure many more customers will be to what a reputation to be proud of. STAY WELL CLEAR I SAY IF YOU CANNOT KEEP YOUR PROMISE ON NEXT DAY DELIVER !!!!! read more

I have used this company for several years now, including using them for my wedding. I have never had a problem with delivery, all communication with ECC staff has been excellent. I have found them to be very polite, helpful and professional at all times. Nothing has ever been too much trouble for them. As for the products themselves, tasting is believing They are by far the best cheesecakes you can buy. Everyone at our wedding wanted to know where we got the cheesecake from and several of our guests have gone on to order from ECC. Just about to order another cheesecake now for my wife's birthday. SUPERB company and AMAZING products. read more

I ordered the most AMAZING cheesecake for my daughter's wedding last Sunday. The cheesecake was delivered exactly when they said it would be, with complete storage instructions, and when it was served it was, without doubt, the best cake we have ever eaten. My guests were all absolutely surprised and delighted to have cheesecake as the dessert instead of traditional wedding cake, it went down a storm. I will definitely be ordering cheesecake from The English Cheesecake Company again, it's the best recipe ever. So thank you all at English Cheesecake Company, we all think you are FANTASTIC. read more

THE WORST. I ordered a cake from them which came 8 days late after several calls to find out where the cake was. I was then foolish enough to recommend them to a friend who ordered four birthday cakes from them and paid for next day delivery. They sent a confirmation email for the cakes. Not only did they disappoint, they did not give us a heads up that the cakes were not going to be delivered, giving us a few hours to look for birthday cakes for our friends 21st. DO NOT ORDER FROM THESE PEOPLE. They have no idea what it means to run a delivery service and are extremely disorganised. read more

I used this company to send mini cheesecake gifts. It was during the Olympics and they'd made special themed cakes. They were fabulous, delicious, boxed really well and everyone was amazed that they hadn't heard of the company before. I also sent one of the full size cakes to the nurses where I'd been in hospital, and despite the delivery instructions being quite complicated with time limitations and an internal department to find, everything was perfect. Am about to use again, but noticed some negative reviews and thought I ought to put my very very positive and pleased review! read more

I wish my experience had been as positive. There were two people at home but courier man failed to ring door bell, he left card on front door and went away. I was told courier could not get back there today and cheesecake would be ruined by tomorrow. A not very helpful suggestion was that my 80 year old parents could drive to the courier company and pick it up! And depot was probably miles away. So in this case you don't get what you pay for - no cake for my dad's birthday and no refund of the £30 as the courier company had tried to deliver. Expensive mistake. read more

Hi, I just wanted to thank you for providing our wedding cheesecake this summer we had a four-tier one made of strawberry and honeycomb and it went down a storm we'll definitely be ordering them as gifts for the many many people who asked where we had bought it from! I wouldn't hesitate to recommend the English Cheesecake Company to anyone both the sample cake and the real thing arrived bang on time and packaged perfectly so that the cakes were spot on. Thank you again, it was perfect (and doubled up as dessert so saved us a small fortune on wedding food)! read more