Lola's - Lola's Bluewater Avaliações 

Resposta da Lola's - Lola's Bluewater

1 de abr. de 2026

Hello,

Thank you for taking time to share your feedback with us.

We’re really sorry for the miscommunication and the disappointment this caused—especially for such an important occasion.

When making a larger, we usually pack cupcakes into the closest size box to the number purchased, in this case this was the boxes of 6 as our largest box option.

We do sell individual boxes at £0.25 each, and these can be provided if requested at the time. We’re sorry this wasn’t clearly explained to you when you placed your order.

We understand how important presentation was for your celebration and regret that we didn’t meet your expectations on this occasion. Your comments will be shared with the team to help us improve our communication going forward.

If you'd like to discuss this further, please feel free to contact us directly at hello@lolascupcakes.com

I hope you have a lovely rest of your day!

Best wishes,

Resposta da Lola's - Lola's Bluewater

29 de mar. de 2026

Dear Susan,

Thank you for your review, and I'm sorry you didn't enjoy the Red Velvet Cake.

You are not mistaken, we have recently 'upgraded' the Red Velvet to be made from ALL natural colours, and removed one of the Southampton 6 colours.

Virtually all red velvet cakes in stores across the 'globe' will be made with a red 'extract' which is not natural. Over the last few years we have been moving all our colours across, and red velvet was our biggest challenge.

We spent many months trying to perfect the colour, taste and texture profile. We've had good feedback thus far, and generally customers mention a more moist and 'wet' sponge (good) and we've not changed the cream cheese icing.

We've had a real challenge getting the cake to be as red as before. Wow, our team have battled with this ! As is typically the case, things that are often better for us, are often less bright, colourful and fun.

It is definitely slightly less red (not brown) those were the test batches, and we've achieved this using a beetroot colouring amongst some other clever recipe work.

I am sorry you and the family didn't enjoy the Red Velvet. This is actually the first flavour complaint we've received, and of course we are keeping our eyes and ears open to hearing how our customers react to the all natural change.

I hope you'll consider us for one of our other flavours in the future, and thank you to you and your family for your repeat custom.

Asher

Resposta da Lola's - Lola's Bluewater

19 de mar. de 2026

Hello Jennifer,

Thank you for getting in touch to let us know about your recent order.

I am sorry the cake didn't taste as expected and seemed flavourless. We do make all our orders fresh to order and it would be good to understand how the icing tasted off so I will email you shortly.

We will also log your feedback about the free brownie tasting burnt.

I hope to hear from you soon.

Best wishes,

Alice

Resposta da Lola's - Lola's Bluewater

5 de mar. de 2026

Hello Oluwakemi,

Thank you for letting us know about your cookies and cream cake.

I am so sorry it tasted a bit dry.

We do recommend making sure our cakes are kept outside of the fridge for 3 hours before serving, this does allow it soften up and taste it's best.

I will email you in a bit to discuss this more.

Best wishes,

Alice

Resposta da Lola's - Lola's Bluewater

28 de fev. de 2026

Hello,

Thank you for taking the time to give us your feedback.

I am very sorry for the disappointment experienced on this occasion with your order of the Cookies & Cream Cake.

I can assure you all items are baked and prepared fresh for the date of delivery chosen. Cakes are kept chilled until collection/delivery. We do recommend the cake is allowed a few hours at room temperature before serving to allow the sponge and icing to soften and to ensure it is consumed at its best.

I will of course note your feedback for our teams to review and I will be in touch with you via email shortly.

Kind regards,

Resposta da Lola's - Lola's Bluewater

24 de fev. de 2026

Hi Teshoma,

Thank you for being a member of our loyalty scheme Love Club and I can see you redeemed the free cupcake on your birthday.

All members are eligible for a free regular sized cupcake on their birthday redeemable in-store.

The birthday small cake offer ended on 31.12.25. I am sorry for any disappointment caused but I am pleased you were able to get a regular size cupcake to enjoy as a birthday treat from Lola's.

If you have any further questions about Love Club please reach out to us at hello@lolascupcakes.com

Kind Regards,
Shona

Resposta da Lola's - Lola's Bluewater

21 de fev. de 2026

Hello Rajpreet,

Thank you for taking your time to share your feedback with us.

I'm sorry to hear that your cake did not arrive in the condition that you had hoped.

I can see that you contacted us via email and sent us a picture showing that one of the berries on your cake had fallen off and that the icing underneath where the berry was placed was cracked.

While this berry was seen to be replacable to that position to return the cake to perfect condition we understand that it can be concerning to receive the cake with a decoration like this having been displaced in transport and we do apologise for this.

I have been sure to highlight the issue in our log to the bakery and transport team to review further and understand more as to how we can improve on this experience for the future.

If you would like to discuss your feedback with our team further, we encourage you to get back in touch with us via our previous email thread so we can assist you further.

Kind regards,