I am extremely disappointed with the service I received from Miss Pancake UK and feel compelled to share my experience.

I booked a mini pancake cart and mocktail station for my wedding reception with 400 guests at around £600. I paid the required deposit and agreed that the remaining balance would be paid in cash on the day of the event.

On the morning of my wedding, I received a message requesting full payment before they would set off. This was unexpected, as it contradicted our original agreement. Not wanting to add any further stress to my wedding day, I transferred the remaining balance immediately.

Approximately one hour before my reception was due to begin, I received a message informing me that they had broken down and were unable to attend. The message stated they were around 1.5 hours away waiting for recovery and that they did not believe they would make it. They also suggested that another team could potentially attend, but not until 4pm, which was far too late given that my reception was scheduled to finish at 6pm.

What was particularly upsetting was the timing of this communication. By that stage, they should have already been on site or very close to arriving. Receiving this news so close to the start of my reception left me scrambling to make alternative arrangements for drinks at the last minute, creating unnecessary stress and panic on my wedding day.

Despite responding to express how let down I felt, I received no further communication for the remainder of the day. The next contact I received was the following day, simply stating that a refund would be issued.

While I appreciate that unforeseen circumstances and vehicle breakdowns can happen, what disappointed me most was the lack of professionalism, communication, customer care, and contingency planning.

Weddings are planned months in advance, and suppliers should have backup arrangements in place for emergencies wherever possible. More importantly, I felt there was very little acknowledgement of the significant inconvenience and distress caused.

A refund does not compensate for the stress, disappointment, and last-minute disruption experienced on my wedding day. A thank you, goodbye was what I got in response to all of it. Based on my experience, I cannot recommend this business for important events where reliability, communication, and professionalism are essential.