Lola's - Lola's Waterloo Opiniones 

Respuesta de Lola's - Lola's Waterloo

7 ago 2026

Hello,

Thank you for taking the time to share your feedback.

We're truly sorry to hear that your recent experience with our red velvet cake wasn't as expected.

We have recently updated the recipe of our red velvet cake so that it is now made with no artificial colouring.

We also sincerely apologize for the unsatisfactory interaction you had with a member of our team at the Waterloo branch.

This is certainly not the standard of service we aim to provide, and we are very concerned to hear about it.

We value your comments as they help us improve.

If you would like to get in touch with us to discuss this further, please email us at hello@lolascupcakes.com

Best wishes,
Emma

Respuesta de Lola's - Lola's Waterloo

19 may 2026

Hi Alexis,

Thank you for taking the time to leave your review about your recent visit with us in store.

I am sorry to hear that you were disappointed with the service you received when claiming your free birthday cupcake reward.

We have recently transitioned to our new rewards club programme, which you can find out more here: https://www.lolas.co.uk/pages/loyalty-program

Birthday rewards are issued on your birthday and only once per year and you will receive the points equivalent of 1 regular cupcake to your account, which you can redeem instore or use towards an online order. If your birthday is added within 30 days of the date, the reward may be delayed for fraud prevention purposes.

You cannot be given a birthday reward without providing us with your birthday. Having checked your account, there is no birthday attached to your account, but this has been added now.

I will be sure to pass this feedback to our store for them to review.

If you would like to discuss your feedback with us any further please do not hesitate to contact us directly at hello@lolascupcakes.com.

Best wishes,
Mahir

Respuesta de Lola's - Lola's Waterloo

23 mar 2026

Hello Peter,

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

We're very happy to hear that everything with the cake and we're very sorry that other factors in your experience meant that this fell short of a 5-star review.

We always provide instructions along with a photo of our store locations on the store page on our website and would recommend calling the shop directly if you find that you are unable to find us with those instructions, but I will also be sure to pass your feedback on to see if we may be able to improve on these instructions for the future.

We are sorry to hear that you feel our team is 'too lazy to bespoke orders'.

Our bakers work very hard to provide high-quality fresh cakes every day to a large number of customer and stores across London, Birmingham, and Manchester, all coming from the same small bakery in North West London.

In order to provide a more bespoke service we would have to significantly slow down this process to ensure that we can meet both the technical demands of making the cakes as well as ensuring that your order is appropriately labelled with a bespoke ingredients and nutritional label to ensure compliance with Natasha's Law.

Unfortunately this is not something we can offer while ensuring we can meet both the demand and very competitive value that our customers expect but I will be sure to pass your feedback on to the relevant teams on this as well.

If you have any more feedback you may like to discuss with us you can always reach us directly at hello@lolascupcakes.com.

Kind regards,

Respuesta de Lola's - Lola's Waterloo

26 feb 2026

Hello Alan,

Thank you for letting us know about your experience.

I am so sorry the cake was heavier than expected compared to our cupcakes, we will pass your feedback onto the relevant department to review for the future.

I will email you shortly so we can discuss this further.

I hope to hear from you soon.

Best wishes,

Alice