Hi, Thanks for leaving us a review! I'm sorry to see that the Lemon Chiffon didn't meet expectations this time round! We appreciate all feedback and this feedback will be forwarded onto our kitchen team. If you have any further feedback or comments, then please let us know on hello@monrelear.com and a member of staff will be happy to help. Thank you, The Konditor Team
Hi, I'm sorry that you weren't happy with the prices, we appreciate all feedback that we get and we're always trying to find ways to improve! So if you have any further comments or thoughts, then please email hello@monrelear.com and a member of the team will be happy to help! Thank you, The Konditor Team
Hi Fiona, Thanks for the review! I'm sorry if we weren't up to our usual standard or quality that we aim for, please let us know what can be improved and we will look at making changes :) Thank you, The Konditor Team
“Received brownies as a gift. Half of them (the choc) were stale. Contacted thinking they would replace but was offered a small percentage off further order. Expected better.”
Hi, I apologise that you weren't happy with your order or the service you received from us, if you have any further feedback or another way to rectify this then please email hello@monrelear.com and a member of staff will be happy to help. Thank you, The Konditor Team
“Everything was absolutely fine with the cake itself except it was late - paid for a time slot which tied in with our plans for the celebration. Singing Happy Birthday had to be delayed for several hours which spoilt things. Everything else had gone according to plan and the late arrival of the cake meant our timetable was scrambled.”
Hi Sheila, I am sorry that your order arrived late, we will take this to our courier to see why the order arrived outside of the time slot you have paid for. Our courier didn't make us aware of the late arrival, so thank you for providing this feedback because we can use this when we chase this up with them! I completely understand the disappointment and frustration and I hope it didn't ruin the birthday celebrations and the day! If you have any further feedback or comments then please email hello@monrelear.com and we will find a way to resolve this :) Thank you, Nicole
Hi, Thanks for leaving us a review! I am sorry that the service you received wasn't a memorable one, I will forward this onto the management of that branch so they can look into this! In regards of the pricing, apologies that it appears odd or confusing, but we charge £12 for a Box of 6 due to the packaging it comes in or you can just get 6 single Mince Pies for £10, it just won't have the nice packaging! Thank you, Nicole
“Delivery service excellent, just sadly let down by the cakes not being up to the usual excellent standard. They are expensive cakes, so the criticism will be more harsh when you are disappointed. I don't think I will risk ordering again, as I will only have myself to blame if they are just average. I do expect more than that, since all the previous cakes I've bought were excellent, and well worth the money.”
Hi Deborah, Thanks for leaving a review! I am pleased that the delivery all went well but I am sorry to see that you were let down by your order! It is unfortunate to see that your order didn't meet our usual standards or quality that we set as a company and I'm sad to see that you won't order from us again. Any further feedback would be highly appreciated, so please email hello@monrelear.com and we will find a way to resolve this! Thank you, Nicole
“Products ordered were great as always expected, however delivery was inadequate. As noted in the order, products were being delivered to an office and for whatever reasons, delivery was expected to arrive after 5pm. I had to call the driver to ensure it got delivered on time and yet it didn’t get delivered until 10 minutes before 5pm. I had to postpone the celebration till the next day.”
Hi Olubukola, Thanks for leaving us a review! I am glad to see that you were pleased with the products you received and I hope everyone enjoyed! But I am sorry to see that you had a bad experience in regards to our delivery. I would like to look into this further for you. So, if you can send an email to hello@monrelear.com with any further information on your order and the delivery then I will look into this for you :) Thank you, Nicole
“The cake was a gift for a friend. He sad it was delicious. Unfortunately the two people I dealt with in placing the order did not understand English very well. The lady I spoke to became somewhat confused and the delivery man Sebastien found,it difficult to find the delivery address although I had given the postcode several times. Eventually the cake was delivered late.”
Hi, Thank you for leaving us a review! I am sorry to see that you didn't have a good experience with both ordering and with our courier in terms of delivery! We always want our customers to have a good experience with us so it is disappointing when that doesn't happen. I would like to look into this further for you, so any further information or feedback on your order and the issues you experienced, please email hello@monrelear.com and we'll find ways to compensate and improve for next time :) Apologies again. Thank you, Nicole
“We got a Brownie Sharing platter of 12 as a gift. All was so delicious and fresh, so I wanted to surprise my husband for his birthday and ordered Treat time box of 8, unfortunately not all bronies in the box was fresh, I was a bit disappointed as I got it for a very special occasion and person.. if I wouldn't try this other box before, I wouldn't feel different. This is my very honest feedback.”
Hi, Thank you for leaving us a review! I am sorry to see that you had a bad experience with us on this occasion, we always use fresh brownies when fulfilling our orders so it's disappointing to see that they didn't appear as fresh as they should! I will discuss with this with our team to ensure that this doesn't happen again as we aim to bring joy to our customers through our products. If you have any further information on your order and any potential photos of the brownies then please email hello@monrelear.com. We will do what we can to rectify the situation and ensure your next experience with us is a good one :) Thank you, Nicole
“Normally I have a great experience but on this occasion my order wasn't ready to collect and the staff in store weren't aware of my order. Apparently the Grays Inn Road store hadn't sent it over.”
Hi, Thank you for leaving us a review! I am sorry to see that your order wasn't ready to collect upon arrival, this is something that shouldn't happen and should always be ready in the collection window. I will follow this up with our team to ensure that all orders for the day are ready for the customer. Any further feedback on your experience with us will be extremely helpful in understanding what happened with order. Please email hello@monrelear.com with further information and we will get this sorted so it doesn't occur again! Thank you, Nicole
“Cake is brilliant; staff less so. Stood in the Waterloo shop with my husband, being ignored by 3 staff. We were the only 5 people there. Felt that we were intruding on their conversation.”
Hi there, Thank you for leaving us a review! I'm happy to see that you enjoyed our Chocolate Noisette cake but it's disappointing to see that you had a bad experience with the Waterloo branch! This isn't the standard or quality of customer service we aim for here at Konditor so, the team will be notified of this behaviour so hopefully this doesn't happen again! If you have any further feedback then please contact hello@monrelear.com and I can see what we can do to make your next experience with Konditor a good one! Thank you, Nicole
“I live in Canada and frequently order cakes from Konditor for family in London UK … the website is confusing and very time consuming when the order is originating outside the UK but for UK delivery . Surely this can be improved.”
Hi Charles, Thank you for leaving us a review! I am sorry to see that you had a bad experience when ordering from our website and if you have any further feedback on how we can make ordering online easier then please don't hesitate to contact via email at hello@monrelear.com! We appreciate all feedback and if you wish to order from us again, we are more than happy to take your order over the phone on 0207 6333 333! We hope the family enjoyed the cake! Thank you, Nicole
Hi there, Thank you for finding the time to leave a review! I'm sorry that you had a bad experience when you ordered online and we appreciate all feedback, so this will be taken further to see how we can improve! It's great to see that your problem got resolved and I hope you enjoyed your Curly Whirly cake! If you have any further feedback about your experience with Shopify, please don't hesitate to email hello@monrelear.com! Thank you, Nicole
“The cake was very nice but the quality of the decoration was poor. It was significantly lower standard than the cakes available to buy off the shelve in store.”
Hi Alison, Thank you for taking the time to leave a review! I'm so sorry to hear about the decoration on your cake, I would like to look into this further for you! Please email hello@monrelear.com with all information and feedback on your order and I'll look into this! We really appreciate all feedback here at Konditor and we want to ensure this issue doesn't happen again! Thank you, Nicole :)
Sorry to see you were disappointed with the brownies on this occasion! We'd love to know where we went wrong so please do let us know what the issue was at hello@monrelear.com and we can look into this further! Warmest regards, Siobhan
“Ordered a birthday cake and a box of 4 brownies…the cake was lovely and really well presented. However, the brownies were a little disappointing on this occasion as they were quite dried out, which resulted in them being hard and crusty on the outside (not in a good way). It felt like I had been delivered a day old / 2 day old brownies and they had gotten a little stale.”
Sorry to see you were disappointed with your brownies on this occasion! We always send our brownies fresh and they have a good shelf life on them so this does sound like there was an issue somewhere here so I've passed this on to the store team to look into. We'd love to make this right so when you would like to place your next order with us, please call out hotline number or contact us at hello@monrelear.com and we'll send you a 20% off voucher towards your purchase! Warmest regards, Siobhan
“Cake hasn't been delivered yet so not sure why I am being asked for a review already. Kind of sums up this business though. No complaint about Konditor cakes or brownies which are delicious. However the website is atrocious and seems to have gone backwards (I have been using it since 2018). I had to redo my order a number of times as the website simply does not work properly. It wouldn't accept the address so I repeated the order till it DID accept the address. I couldn't change the item quantity at checkout which was incorrect so I simply had to delete that item altogether to proceed with the order at all. This is hopeless - it is 2024 not 1994! Not sure what is going on here: a change of management?”
Hello! Sorry to hear you didn't have the best experience on our website. We have recently launched a new website and so there are still some teething issues unfortunately, so I will of course pass this on to our web team to look into. If you could please let us know the device and browser you used by emailing us at hello@monrelear.com, that would be really helpful to help us resolve the issues going forward! We have also now increased the length of time for our review emails so this should also eliminate this issue on any future orders. Have a wonderful day :) Warmest regards, Siobhan
Thank you for your review! If you do have any feedback for us on how we can get your from a 3 to 5 star review next time, please let us know at hello@monrelear.com - we're always striving to improve and make our cakes the best they can be! Thanks, Siobhan
