Lola's - Lola's Waterloo Opiniones 

Respuesta de Lola's - Lola's Waterloo

10 oct 2026

Hi Bella,

Thanks for taking the time to share your feedback.

It is great to hear that you enjoyed the taste of the treats, but we are truly sorry to hear you found the cupcake to be expensive.

Our cupcakes start from £4.25 which we monitor inline with our competitors and reflects our use of high quality ingredients and that our cupcakes and cakes are all made my hand by our talented team in our London bakery.

We take food safety and customer well-being very seriously, and we understand how important it is for ingredient details to be readily accessible before purchase.

Our cupcakes are labelled with key ingredients in store, our teams are trained to ask at the till if you have any allergies and flavour guides with extra info can also be added to your bag at the till.

I am sorry you felt our team didn't do enough to check allergies and I will share your feedback with our management team to help us to improve.

If you would like to speak with our team further please reach out at hello@lolascupcakes.com

Kind regards,
Shona

Respuesta de Lola's - Lola's Waterloo

19 sept 2026

Hi Simon,

Thank you for taking the time to leave your feedback.

I am very sorry to hear of your recent visit to our Waterloo store.

At Lola's we are proud to bake high quality cakes and deliver high quality service. I'm very sorry the service you experience didn't reflect this. I will log this by our store manager and area manager to review with the team.

I will be in touch shortly over email to get some further details of your visit so I can log your feedback and we can look in to this right away.

Thanks for getting in touch.

Kind regards,
Shona

Respuesta de Lola's - Lola's Waterloo

4 sept 2026

Hello Jayde,

Thank you for sharing your feedback with us about your recent experience at our Waterloo Station shop.

We are truly sorry to hear about your experience regarding the service received in relation to the packing of your cupcakes.

Our stores are instructed to pack orders in the minimum possible number of boxes and should only ask for payment for additional boxes if those are expressly requested by you.

We understand your frustration and will certainly look into this matter to ensure our team provides the best possible service and that such issues with the incorrect packing or charge being applied do not occur in the future.

I sadly could not see any boxes marked as part of your purchase reference with us to try to correct this and refund the additional amount, however if you could please get in touch with us over email (hello@lolascupcakes.com) with a photo of your receipt explaining this issue we'd be happy to look into this further there.

Kind regards,

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