Paxton & Whitfield レビュー 36

Appalling service in this shop today. Got jumped over in the queue twice by other customers and staff not interested at all. They indicated there should be a queue formed to the left but staff just completely ignored people queuing up to allow other people to cut in and completely unbothered and rude when we drew this to their attention. Shop elsewhere, there are cheese shops with better service

received a lovely gift from a friend for 4 months of cheese deliveries. have received two of four so far - both exactly the same, which was disappointing as they included an unpopular smoked cheddar and a tasteless hard goats cheese. I have since called to ask if we could at least choose something better for the next delivery and apparently this is not possible. I would never use this company myself.

I shopped there on 27/11/25 late afternoon. A female staff was quite rude to me and my friend. I simply asked for a strong blue cheese which is my preference and I always ask this at any shop in London I go to. Even if it wasn’t the right way to call it but no one has given me such attitude ever; that female staff said “ there is no such thing as strong blue cheese.” The whole experience was a rush and unpleasant.

I always love the shop but to be honest, this is by no means the only good cheese monger in London.

Don’t be fool, do yourself a favour and shop some please else.

I bought a not inexpensive cheese subscription in November 2024 for my daughter.
I can't fault the quality of the cheese however contacting customer service is almost impossible to contact and the website is very clunky and difficult to navigate and I can't get someone on the phone or get a reply to emails regarding any queries or changes I want to make.
I sent an email letting them know that my daughter's last delivery was left out in a busy street but have yet to receive a reply,
It's a shame but poor IT and delivery services definitely lets down this company.

I was talking to my sister in the queue and it was my turn next and a guy cuts in front of me and the people that worked there didn’t care that he cut the queue…
The cheese is overpriced it’s much more then the shop I usually go to for the same cheese… bad experience and customer service.

Paid for two hampers to be delivered pre Christmas on specific dates. One of them made it to my son on time but the second one to me still hasn’t arrived. DPD sent it back to P&W and when I raised it with their customer services they’re not available and there’s a 5 working day turnaround. Couldn’t even redeem the situation in time for new year. Very unhappy . If they cannot meet the order demand don’t take the orders .

Like many others below, in October I ordered one of their Xmas hampers (£100) for relatives with named day delivery for Friday 20th. I’ve used Paxton’s several times before and believe their cheese to be good quality.
Unfortunately, this time their service was dire.I received a standard email citing technical difficulties saying it was going to be late but would be delivered over the weekend.
I emailed to say my relatives were leaving on the Sunday so would have to cancel. Eventually delivered midday on the Sunday after I had to ask my relatives to delay their departure. I received a reply to my email on Friday 27th (they only work weekday office hours), saying they saw it had been delivered and hoped that was OK.
Not great customer service to email out saying technical issues and delays and then close down.

I used Cheese Geek for Xmas cheese at home which was great quality, beautifully packaged and with tasting cards. I know where my business will be going in future.

Arrived 2 days late and a substituted cheaper cheese included without any forward communication from the company. Finally got through via phone Friday 11am when was supposed to have received an email notification night before that shipped and DPD time slot that morning for delivery that day. Multiple attempts to call and email unanswered before a lady advised that there is a delay and will be with us in next 2 days, no consideration for fact we are not in and didn't want to sponcer a porch pirate or foxes christmas! When it finally arrived we were disappointed that the main cheese we wanted has been substituted for a Scottish "equivalent" which is of course cheaper, again without any communication or warning this could happen when ordering or offer of reimbursement of difference (not even taking into account the failed delivery which we also paid a premium for!). Very disappointed as previously good experiences with this service however based on the failure to deliver what was paid for and reserved in mid November we will no longer be using or recommending this company. I've also seen recent review recommending I weigh my cheese as it has been noted that other have received light orders which i now plan to do due to complete loss of trust in this company. Before you ask me to DM you, maybe check your likely overflowing email inbox as I have already contacted you on Saturday without response.

Cheese ordered for delivery on 20th December. No delivery. Told it would come over weekend. It didn’t. No communication. Nothing on website. Phone not answered. I have been a customer for many years. Sadly this is the last time.

Very poor customer service - I ordered a batch of cheese and conserve as Christmas gifts for friends. The order eventually showed up two days late which was itself not the end of the world but then I was very frustrated to discover that several of the items which I had ordered were either wrong or missing. When I tried to call them (during working hours), nobody answered the phone. Overall, when I consider the premium prices which they charge, I find their customer service to be really poor.

Placed an order of cheese for Christmas on the 18th November for delivery 20th December. On the 20th Dec received an email from Paxton;

We hope this message finds you well. We want to provide you with an update and apologise for the delay in processing your order. We’ve had a minor technical issue which we’re happy to say has now been resolved.
We are working hard to ensure your order(s) reaches you or your recipient, and we are pleased to confirm that your order(s) are scheduled to arrive this weekend.

Haven’t heard anything since! It’s been 3 days and STILL no sign of my order. Called head office Friday and promised faithfully that my order will definitely be with me over the weekend… total joke. No further updates and no tracking information whatsoever, which makes me think it’s not even booked for delivery. It’s now urgent and I have a whole load of people relying on me to provide the cheese for Xmas. Turning up empty handed is mortifying and I’m £84 out of pocket. Absolutely shocking service. Don’t promise a service at Xmas if you can’t fulfil the basics, having had a whole year to prepare!

Where is the cheese?

Ordered on the 9th of a December for a Christmas delivery on the 20th paying £15 for the pleasure. 20th came and nothing until an e-mail that afternoon stating:

"We hope this message finds you well. We want to provide you with an update and apologise for the delay in processing your order. We’ve had a minor technical issue which we’re happy to say has now been resolved.

We are working hard to ensure your order(s) reaches you or your recipient, and we are pleased to confirm that your order(s) are scheduled to arrive this weekend.

Don’t worry, if you’re not in, the default with our couriers, DPD, is to leave the parcel in a safe place. Our packaging is designed to keep your cheese in optimum condition for 48 hours. Please look out for a notification from DPD with your estimated delivery time slot.

We appreciate your patience and understanding during this time".

Nothing from DPD over the weekend nor any follow-up e-mails from Paxton and Whitfield. It seems many people are experiencing the same issue.

Trust is placed in such an established brand at such a time of year which has increased demand. Very poor from Paxton and Whitfield.

Will the cheese arrive before Christmas Eve? Your guess is as good as mine! This is the time of year for hope though (and it appears many of us need it with Paxton and Whitfield).

Ordered mid November for a Xmas delivery on 20th December, paying extra for the privilege of a slot close to Christmas Day. Had received no confirmation email or notification from DPD by the morning of the 20th so followed up by phone. ‘Website issues’ had caused a delay and the order would arrive on 21st or 22nd. I asked for delivery on the 23rd as that would be more convenient and they said that they would try but couldn’t guarantee it. Received an email apologising on the morning of the 21st, stating that the order would arrive on the 22nd. I replied stating that it was disappointing that they’d not been able to arrange for the 23rd as requested, and asked for confirmation that the full order was being delivered with no substituted items, as they had previously let me down by substituting 75% of my ordered items for lower quality alternatives. I changed my plans so I could be home on the 22nd, but again received no delivery update so tried to call them, however their phones had an automated message saying to contact them on Monday. I then received an email in the afternoon of the 22nd to say the order would now be delivered on the 23rd after all, they were unable to confirm what was being delivered, and that if any items were unavailable I would be eligible for a refund. Generously they have refunded me £5 for the late delivery!
I can accept that mistakes happen but their follow up and customer care is shocking, and their attitude seems to be that customers are an inconvenience to their business. It’s a real shame as the cheese is actually good quality, but this is the second of my three orders with them which has been spoiled due to their poor business practices and general incompetence.

Order placed for a Christmas cheese delivery a month ago, was supposed to arrive on Friday (they even charge you £5 extra for Christmas delivery dates!), and it’s still not here two days later. They claim it’s been delivered when it hasn’t! And they’ve taken the money from my bank account. Absolutely shocking. My advice is order from Fine Cheese Co instead - that order arrived perfectly on time.

Paid for named day delivery and wasn’t informed of any delay until the afternoon of the delivery. Box turned up with cheeses missing and no packing slip.

Customer service non existent, knowing they had an issue with their system and DPD, they took the phone offline and then closed the line all weekend, leaving the store staff to deal with the aftermath.

All this after taking full payment over a month before delivery.

Never again will I trust in placing an order here.

Christmas order gone wrong, notified today that they’re having problems and my cheese won’t arrive until Christmas Eve despite it being needed today. Paid extra for the delivery date too. Not happy.

Disgraceful, grossly incompetent a negligent of any semblance of service. An expensive Xmas present for my sister still undelivered.
They present a competent facade; “we will call you when it’s despatched and DPD will call you to give you a delivery window”.
“No one is available to answer your call. Leave your number and we’ll call you back asap “

No cheese. No telephone calls. No emails. No hope.
I had an account with these people.

Ordered in early November, about £150 worth of different cheeses including a baby stilton for an event before Christmas.
The delivery date was set as Wednesday 18th Dec. We did not receive an email that it had been dispatched so phoned on Wednesday morning to see where the order was. We were reassured that the DPD van was unable to take all the cheeses so it would be sent overnight Wednesday.
It did not arrive Thursday morning.
This time we were told on the phone it was being packed up but would be sent out later that day.
It did not arrive on Friday morning & we were told that it was with the carrier which we knew was untrue as DPD always send an email when they pick up. We had also sent an email &
the response was a very different story that it was being packed & it should arrive on Saturday 21st or Sunday 22nd December!
Today we have asked for a refund which was confirmed quickly the only thing that went smoothly!
Such a shame, I have been visiting & ordering cheese from Paxton & Whitfield for over 50 years. Have had two previous poor experiences but nothing like this. What is so annoying are the lies and seemingly arrogant & dismissive manner when inquiring about an order that is 3 days late.
It is good that an old established firm has embraced online shopping and I am aware that their produce is time-limited but at Christmas they obviously need more staff. It is the management not the office staff that need a very big shake up.

Substantial cheese order for family Christmas was supposed to arrive yesterday. Paid extra for a guaranteed delivery date, but order has not yet been despatched. No-one picks up the phone or responds to emails, so don't know whether it's on the way or never coming. Wish I'd read these reviews before ordering weeks ago! :(

Very unhelpful. All I wanted was vouchers for a relative as a Christmas present. Accidentally ordered on line voucher which was not what I wanted - website not clear at all. Not a problem cancelling the e voucher, however trying to get someone to organise postal vouchers so able to spend in shop was a nightmare. Rang a couple of times - was told someone would ring me back. They never did. I had to ring them!!! When I asked why nobody rang me - said they were busy and short staffed. However agreed to send £80 of vouchers out by mail but I would have to pay £10 postage. Told them to forget it. The person who they were for is an ex MP so can’t wait to let him know. Behind the times, incompetent company in my opinion. Expensive - but obviously my £80 of business meant nothing to them !