“Horrible experience recently. I don’t say that lightly, and this may well be my first negative review on a vegan company. Where possible, I'm all for praising and supporting and recommending vegan services.
First of all, the order was supposed to arrive mid/late January. This was clearly stated across the website, likely due to high demand around Christmas.
However, the order arrived three weeks (!) early, just as I was about to leave and wouldn’t be home for the Christmas period. Had it arrived two days later, no one would have been there to accept it. This change was not communicated in any way and was highly impractical, especially considering many of the items would have gone off. I had to stuff everything into my overfull freezer to prevent spoilage.
Secondly, the jam jar (which was very pricey) arrived broken. It had not been insulated in any way and was placed right at the side of the box, so it felt almost inevitable that it would break. The other items were covered in jam and shards of glass.
When I raised this issue, instead of offering a monetary refund, I was given a £5 voucher to cover the cost of the jam jar. This would not even cover shipping on a future order and felt inadequate. Communication about this overall was not up to standard.
All in all, I love the brands represented on this website. However, this recent experience makes me think twice about recommending the company or ordering from them again.”
“We purchased 1kg of sos mix +p&p ,we then waited for despatch advice and tracking details nothing appeared. Contacted customer support who assured us they would dispatch details. Customer service then stopped communicating , no replies to e-mails ,telephone calls no delivery, we were always very polite . This is not the first time this has happened, they seem to deliberately stop communicating when there is a problem. we had to ask for a refund from our payment service provider. no apology from Alternative stores.”
