“Just received my order of 3 different flavours of Arogotine pastries . Arrived really quickly but all the pastries had a horrible chemical taste . I have had these before from another store and did not have this horrible taste . Waste of money !”
“Ordered from them on the 25th November. Still hadn't received anything by the 8th December and the Yodel tracking link was saying the order hadn't left their depot yet so tried to email Melbury to see if they could track it down. Was told that there was nothing to suggest that the parcel had been lost (despite it being 2 weeks since the order) and that I had to keep waiting. By the 13th December I realised it would never be coming and asked for a refund. This was ignored by the company until I chased them up again on the 26th January, only to be told they couldn't do anything as they hadn't had the goods back yet from Yodel. I chased it up again today (22nd Feb) to be told that they had processed a refund 5 days ago but not the full amount as some of the items had returned to them damaged, and that they had to take the delivery charge out of the amount they could refund to me.
There are plenty of online supermarkets targeting the same kind of market that actually care about providing a good service, so avoid M & A at all costs.”
“Terrible customer service and poor quality goods- avoid!
Received Italian Christmas cake products that had clearly been stored in hot conditions. The cake had melted and quality was so terrible we had to bin the cakes we bought. The delivery by yodel was a disaster, told the order had been delivered when it hadn't! We contacted customer service and never received a response. Will never buy from them again.”
“please stay away from this company, they are professional cons!
I've ordered food and their courier never showed up, after 4 days of chasing via emails and calls I cancelled the order. after a month they keep claiming they cannot process the refund as they need to check with the warehouse where the goods are.
professional cons, that's all I can say, stay way! if I could give zero stars I would”
“Received damaged goods failed to refund fully. Customer service is always clearer when you need them to do the right thing.In this case, they got it wrong.”
“DO NOT BUY from Melbury & Appleton. I purchased items online on 4th January and received a tracking number for Royal Mail the following day. Sixteen days later I am still waiting for my order. Even with numerous emails (their phone number only receives voice messages and not an actual human being), they were unwilling to re-send my order or give me a refund. I checked with Royal Mail and they said that the package was never received in their system. Despite this information Melbury & Appleton are refusing to give me a refund (69.15 GBP). Their customer service responds with much delay (it takes days to hear from them).”
“Disastrous service, refused to refund or replace damaged goods which are harmful to eat.
Will never order from here again, now the added stress of having to get a refund through my bank
What a disgrace”
“Dreadful customer service. Their courier Yodel didn't deliver and instead returned the goods to them, telling them we had moved (um, no, been here many years). They did not respond to emails or contact via the website. The only published phone number is a premium rate number for customer services. It was only after some weeks with no goods or response from them when I threatened to go the card company, that a single line email arrived saying they'd refund less delivery charges. Then a couple of very dismissive emails claiming they'd emailed 14 times previously. Strange I got their dispatch notice without any problem when I ordered but none of the supposed ones in the interim arrived in my inbox or spam; their stroppy emails telling me they were retaining my money got through fine... As I never received the goods I wouldn't have been able to return anything for them to charge a return fee. Totally in breach of Consumer Contracts Regulations 2014 and rude and dismissive to boot. I'd bought from them before but never again. Given the risks and potential costs and hassle from their courier not delivering I cannot recommend them”
“Truly atrocious first and last experience with this company. Terrible customer service. Avoid avoid avoid.
After carefully reading to check that a product did not contain vinegar, which I am allergic to, I received a large order costing me about £25 and to my shock and disappointment on receiving the goods, the item's ingredient list did not match that of the one listed on this company's website, and it contained vinegar. When I followed this up with the company, they told me I should have 'checked with them before ordering'.
So to be clear, they believe that customers should check to see whether they make errors on their website which could compromise our health and if we fail to do their job for them, they don't acknowledge their error and we end up losing our money..... Makes sense.
They are not refunding my postage or indeed the cost of return which, as the order is jars, will undoubtedly cost me almost as much as the entire order.
Never again.”
“Amazing selection of products, the best prices and very reasonable delivery costs. Where we buy all those ingredients we can't get in the supermarket and always very happy.”
“Can't fault them. Amazing variety of products at great prices. Quick delivery and helpful customer service. Bought from them many times over the years and will continue to do so.”
“They didn't make me at all happy. Their Customer Services is without doubt the worst I have ever come across. Their method of dealing with emails is completely unsatisfactory as thir complaints handling procedure. A company I shall not deal with in the future.”
