The Chuckling Cheese Company in Hammersmith and Fulham

Will never order from them again. Placed an order a month in advance as a suprise gift for a relative. The parcel was delivered to a different resident at the same address as the recipient but it came in fully branded packaging which the recipient saw on the ring door cam. So the surprise was ruined. On further inspection, I discovered the items which were delivered were not at ALL what I had purchased, almost every single item had been substituted and no one had the courtesy to let me know. I chose my order specifically based on the items listed online and it didn't state anywhere that items could be substituted. I contacted CS and was offered a 20% discount and 10% refund. A discount is useless to me as I will never buy from them again and a 10% refund when the wrong items were delivered is not good enough. Appalling. Will avoid like the plague.

Don’t believe delivery times I ordered the 13th December (well before Christmas cut off) 3 presents and have an email guaranteeing it would be delivered before Christmas. I received it the 27th. They say 2-5 days delivery. They also have a delivery day choice but please ignore that as it’s not guaranteed…. The only good thing was the limoncello cheese the cream tea is absolutely rank don’t waste your money ….

Ordered on the 13th December and paid for a set day delivery for a Christmas present for my mother, the parcel arrived 4 days after Christmas with a big next day delivery sticker on it. Complained via their website ticket system and still no response after 48 hours and no on answering phones. Very unreliable company with very poor customer service.... Avoid!

Placed an order, requested delivery date came and went - the recipient waiting in all day for nothing. No cheese. 3 days after the requested delivery date the order is 'still processing' - Emailed customer service, no reply in 48 hours. Called their Customer Service line multiple times left a message - no call back. It was only when I raised a dispute with Paypal for a chargeback that someone bothered to get in touch, with some poor 'delivery dates aren't guaranteed' line but "rest assured it would be with me before Christmas." Too little too late - still processing an order 5 days after the delivery date, and over a week after placing an order. Yes its Christmas, but if you don't have enough staff/customer service staff thats a 'you problem' and shouldn't offer what you can't fulfil. Also loosely threatening customers that they will 'go to the back of the queue' if they contact you multiple times is absolutely reprehensible given the terrible customer service you already provide.

Shame I didn’t look at reviews before ordering! I ordered three weeks before I needed the cheese. Despite this, my order arrived four days later than the requested date - when I was already away from home. I ordered three different cheeses - apparently, despite three weeks notice, one type was out of stock. The substitute made was a duplicate of one of my other choices - really? Such a bad decision. Because of the delayed delivery, I didn’t get the cheese for the event I wanted it. Because of the delay the cheese pack was left outside in the rain for three days. In any case, I didn’t get my order. Words than useless.

We first had some of the Chuckling Cheese fudge when on holiday in Skegness, and it was unbelievably nice, so it was a great surprise to find that we could buy it online. The price and size of the blocks of fudge is really good, and delivery was quick, ordered on a Sunday and delivered the following Wednesday. I will definitely be back for more, as they will make super birthday and Christmas presents. Thanks Chuckling Cheese.

Terribly unreliable company to deal with. Not for the first time my order was unfulfilled and after a few days told the cheese in question was not available. Offered unsuitable replacements. Refund requested but 9 days later still waiting. Lame excuses put forward by the company. There is no way I would deal with them again. Be warned.

If I could have give 0 I would have None delivery of hamper at ten day wait Emailed customer service they say they send hammer next day Because I asked for some compensation they stopped delivery I had to phone they promised to ring back Just received a email stating they will refund me because it to late for the birthday date Do Not Use This Company I could write more but so angry 😡 😡😤😡😡

Ordered cheese hamper for anniversary present for friends, for a stated day for delivery when I knew they would be back from holiday. It was delivered 2 days earlier than the date requested and left in a hot porch, rather than being properly delivered. When I eventually saw a text from the delivery company saying delivered (2 days earlier than expected) initially I thought perhaps our friends were home, but then to my horror noticed a small note saying, left in porch. This meant we then had to contact our friends (surprise ruined.) I rang the company immediately the next morning, no one answered, so left a voicemail. No one bothered to ring back, so I kept on trying and eventually got through to customer services and was told that they have no access to voicemail. I explained what had happened and his response was, “it should be okay” but bearing in mind at that stage it had been left at ambient temperature for a considerable period and we still did not know when it could be removed from the porch. The only suggestion given was once it was picked up, for our friends to take a photo and send to them of the cheeses, if they are worried. How is a photo going to show the temperature that cheese has reached and whether it’s safe to eat! All in all, what should have been a pleasant gift experience for us and our friends was ruined because of a disregard by the company of the despatch instructions, carelessness by the delivery agent used by the company, in leaving what was clearly foodstuff that should be kept refrigerated, in a manner where they knew this would not be the case. The goods needed to be delivered not left just hoping they would be picked up. What is most concerning though was the attitude of the company when reporting the problem, was for them to think that the safety of the product could be determined by sending them a photo of a waxed cheese and expect them to be able to make a judgment as to the quality and safety of the product. We will not be using this company again and cannot recommend anyone else does.

I’m disgusted with the lack of service. They don’t answer the phones EVER. My order didn’t arrive when it was meant to. I chased it and chased it. They eventually sent it 4 days after it was meant to be delivered. Then it was sent by Evri without refrigeration. Thankfully I bought them during winter. Will never buy from again,

Horrific from start to finish. Package took ages to get to me. And then this is how it turned up..... Emailed them and stated I didn't want a replacement because I had lost faith it their ability to package their items properly. As you can see there is NO packaging in that box whatsoever. I was met with a rude women on the other end of my email who insisted she would be replacing the box that was broken. I said no, I wanted a cheese gift box instead, to which I offered to pay the price difference!!!! She refused. This went on and on. Until finally I told them where to shove their custom and demanded a refund. Horrendous company and by the looks of the reviews I can see why. Good luck to you 👏

I've ordered, I've paid, my bank account clearly shows money has left and been received by this company. They've emailed me saying they can't find any record of my payment! I'm possibly going to have to contact my bank and request a refund through their fraud department. Utterly disgusted!

Very good customer service in middlesbrough store and the only place locally I have managed to find reasonable cheese wheels.

Would never order from this website again and recommend any one else shop elsewhere! Ordered a 'cheese king' gift box as a present and 2/3 cheeses and chutney arrived and were completely different from what I ordered. Never received an email letting me know about the substitutes otherwise I would have asked for a refund or picked products they did have in stock. I understand it states on their website substitutes may be possible but lack of communication with a paying customer is very disappointing.

Gorgeous Gift box bought a gift box for a Thank you present and it is lovely. Also bought myself a cream tea cheese and it is beautiful.

Absolute joke. Ordered 4 items, paid and waited for delivery. Received emails stating 50% of my order was not available and would I be happy with a replacement. I had to accept as needed the items as a present. Items arrived late, poorly packaged and damaged. Company won't respond to emails or calls. Avoid at all costs if I were you.

First time ordering - never again, They make basic "Promises" (their actual words) about delivery dates and then don't even do the bare basics to even try and keep their own promises to you, ie - don't even bother to dispatch! Customer service is incredibly poor, bordering on basic ignorance, arrogance and a complete and utter lack of humanity. Best avoided

This is a super place. Ideal for gifts for friends and family Stats very friendly and products outstanding.

I would rate them as 0 if I could. Placed my order 30/11, their website gives you the choice of delivery date so I selected 22/12. I received an order acknowledgement and payment was taken immediately but no further communication thereafter. I sent an email 22/12 asking for an update as the order was still showing as in progress on the website. That evening the order was changed by them to complete and included APC tracking details but still no direct communication. I monitored APC's website all day 23/12 in the hope for a miracle delivery. The package only showed as active on tracking late 23/12 evening. It had been booked on a 1-2 business day delivery. It arrived at their hub 22/12 and has not moved. On chasing APC after Xmas weekend, they advised the box was damaged (like many others have reported) and they could not proceed with delivery. I have emailed, called, and left messages and comments on social media for this company. They do not respond at all despite their auto reply advising they would. They have continued to post on Facebook and Instagram on new product and their hopes for 2023. They delete most of thrle complaints on social media but a quick read of the ones on there show how poor a supplier they are. How a company can get away with not fulfilling orders, not communicating with customers and keeping their money is beyond me. Reported to trading standards and now need to fight to get a refund through either them or my bank.do yourself a favour and avoid this company

Ordered a hamper as a Christmas present. Earliest promised date was 21 Dec. Other than confirmation email, nothing received by that date. Lots of terrible online reviews got me worried, however, sent a message and received a reply saying one item had been out of stock, but was now in, so my parcel would be dispatched soon. Parcel arrived today...all items as I ordered...Happy bunny! I think they may have been inundated with Christmas orders & perhaps not handled the issue too well, but I would certainly order again.

Ordered mine in October for 17 December delivery. Ordered not processed and only today confirmation of delivery. Waste of time time with postal strikes, would have thought they would have shipped before postal strike. Will be asking for refund.

Appalling customer service there is not any !!! After numerous emails so many calls I have lost count yes I have left messages even web chat & not managed to talk to anyone!! I am out of pocket & have to find a gift !!

Theyve Taken money 5th December, no order has arrived, and can not contact them. I tried everything bad service

I ordered for the first time with Chuckling Cheese for an anniversary gift for my cheese loving husband on our (wax) anniversary. I ordered a heart shaped cheese truckle and a card suitable for an anniversary. I gave the date for delivery leaving a couple of days in advance of the event. I was called a few days before the order was due to say they didn't have my order in stock and to choose something else. They didn't have a suitable heart shaped one so I chose a round one. The Order Promised delivery date was Tuesday 30 August but it didn't arrive. The order wasn't DISPATCHED until the Thursday 1 Sep and arrived 2 days later and tool late! I had to arrange something else for a gift. The Monday before was a Bank Holiday in England but they should have taken this into consideration and posted on the Friday or Saturday for delivery on the Tuesday . The Wednesday was a postal strike, outwith their control but again it should have at the least been posted on the Tuesday for delivery on the Thursday. Extremely disappointed in the unreliable service. I won't be purchasing again.

I ordered this as a gift for my mother (Melt Mum's Heart Gift Box) and received the 'Boozy Gift Box' instead. When I contacted Chuckling Cheese to get this rectified (as they offer no return policy) I received the below response: Please find the disclaimer...