“Poor customer service. Slow delivery, which would have been fine if communicated. Delivery stated not met. Multiple emails sent and no response received.”
“Terrible service. Ordered on31 Oct and still not received goods. No reply to my two emails of complaint. Further order one week ago , no idea when that will turn up. Have been a regular customer for years but this is the worst service by far.”
“Bought as a gift for my husband. Looking forward to the 1st of December to start eating them. Our last purchase was absolutely delicious and beautiful packed with goodies. Best marshmallows ever 😋”
“Very poor service. I purchased a birthday present for my mum and paid for 3 - 5 day delivery. It, however, took 17 days to be delivered. I tried contacting the company by phone and email and received no response. I believe my order was only shipped after a requested a refund via my credit card provider. I’m very disappointed and will not be ordering from this company again.”
“Good product however, I paid the postage charge but was unable to receive my order until I paid the post office an additional £2.40. Emailed them but they have failed to reply.”
Hi Morag,
Thank you so much for your review and for placing an order with us.
We’re really sorry about the extra postage charge and the delay in response. That’s not the experience we want for our customers. We've been having some issues with the contact form on our website, so if this is how you reached out initially, this could explain the lack of response.
if you'd like to discuss this further, please email us directly @ hello@nakedmarshmallow.co.uk.
Thanks so much, The Naked Marshmallow Co.
“I ordered 3 x festive toasting kits as an offer was emailed to me with a discount. They have not arrived. 3 boxes of marshmallows arrived. There is no toaster, skewers, second box of marshmallows or gift box advertised. I have emailed twice, I have fb messaged, commented on Facebook page and received no reply at all so here I am at my last resort.”
Dear Catrin,
My apologies for the communication issues. We have been unable to find any email from you.
Please may I trouble you email hello@nakedmarshmallow.co.uk or call 01522 699966 so we may assist you further.
Having tracked your Royal Mail delivery I can see your items have been delivered on the 24th September with a number of other packages. Perhaps we can share the proof of delivery images provided by Royal Mail with you to help you identify the location.
We look forward to discussing further with you privately to ensure your privacy.
Kindest regards,
Simon
Hello,
Thank you so much for your kind words! We’re delighted to hear you enjoyed the marshmallows and that they made a great gift. We’re also glad the delivery was quick for you. We look forward to treating you again soon!
Many thanks, The Naked Marshmallow Co.
“The marshmallows are brilliant - firm family favourites in our house! Shipping was really fast and communication about delivery was spot on. Really pleased with my purchase.”
Hi Melissa,
Thank you so much for your lovely review!
We’re thrilled to hear our marshmallows have become a family favourite in your home. It’s also great to know the shipping and communication met your expectations. We really appreciate your support and can’t wait to send you more sweet treats in the future!
Many thanks, The Naked Marshmallow Co.
“Ordered 29th August but still not delivered. Postage wasn’t cheap either. Had to chase them and will be delivered now be delivered tomorrow 30th September.”
Hi Jennifer,
We’re really sorry to hear about the delay with your order and understand how frustrating this must have been, especially with the postage cost. This certainly isn’t the smooth experience we want for our customers.
We’re glad your delivery is now on the way, and we truly appreciate your patience. Thank you for bringing this to our attention, we’ll be reviewing this to help avoid delays like this in future.
We'll be in touch privately in due course to find the best way to remedy this for you.
Many thanks, The Naked Marshmallow Co.
Hi Cheryl,
Thank you so much! We’re delighted you enjoyed both the service and the marshmallows. We really appreciate your support and hope to treat you again soon!
Many thanks, The Naked Marshmallow Co.
Hi Emma,
We’re so sorry to hear part of your order didn’t arrive and that you haven’t had a reply to your emails, that’s definitely not the level of service we want to provide. Please accept our sincere apologies for the frustration this has caused.
We’d love to get this resolved for you right away and someone will be in touch in due course. We’ll make sure this is sorted as a priority. Thank you for bringing it to our attention and we look forward to putting this right for you shortly.
Many thanks, The Naked Marshmallow Co.
“Pre ordered the advent calendar and it had a deal to get the gel burner free. Unfortunately the gel burner did not arrive with the calendar. This in itself is fine, mistakes happen, but I’ve yet to receive a reply from customer services about it. As the gel burner is the best part of the whole marshmallow calendar experience for my daughter.”
Hello there,
We’re so sorry to hear that the marshmallow toaster didn’t arrive with your Advent calendar, and that you’ve not had a reply from our customer service team yet. We completely understand how disappointing this must be, especially as the marshmallow toaster is such an important part of the experience!
Please accept our sincere apologies for the mistake and the delay in response. We’ll make sure the missing marshmallow toaster is sent to you as a priority.
Thank you for bringing this to our attention and we’ll do our best to put things right quickly.
Many thanks, The Naked Marshmallow Co.
