“Good products at competitive prices but dreadful customer service. Received email to say that the product I wanted (for a christmas present) was back in stock, so placed order which went through. A few days later received email to say it was no longer in stock and my payment card would be refunded. Too late then to find alternative in time for christmas. This has happened to me twice. When emailing them to ask why this happens, questions were ignored. DONT SAY SOMETHING IS IN STOCK, ALLOW CUSTOMERS TO PLACE ORDER AND AFTER A FEW DAYS SAY ACTUALLY, ITS NOT IN STOCK! Delivery is also painfully slow. Such a shame.”
We're very sorry about this, Ben. At extremely busy times our stock management system occasionally can't keep up. That's no excuse and we hate to disappoint. Please accept our sincere apologies.
“This is my second time I ordered from your company and was disgusted with my parcel. The first time I received my parcel, it was excellent. The company made sure that everything was in perfect order and ensured that the items will not be damaged during the delivery process. But this year, was totally opposite! My parcel came in a massive box which was too big for the number of items I ordered and when I opened the box, although plastic packaging was intact but you instantly know that it was not well taken cared of during the delivery, the bottom of the box was wet and when I opened it saw the items as if it was thrown on the floor several times. But of course I emailed your company straight away regarding this matter but before the reply my additional arrived in the same manner. I did not have the time to send it back as this was a part of a planned gift giveaways to my English friends and colleagues. That is why this year, when they asked me where I got it from I just told them I will get it for them when I visit the U.S next year rather than they order through your company. I am an avid patron of American candies since I was a kid that is why I want my friends to enjoy it, too. But I think you need to reconsider your delivery company.”
Unfortunately due to the nature of some products and the time it takes to ship from the US some of our products do have short Best By dates. Where possible, we mark this clearly.
However, it is important to note that they are Best By dates - not Use By dates - and are generally just fine to consume a little past the date stated on the product.
“I ordered some of the mini marshmallows from you and then wrote to you to complain that they were seemingly melted together and naturally requested a refund or replacement. I have still not received even an acknowledgement of my complaint.”
“I still am yet to receive my order nearly a week later. I am unable to track it but received somebody else's order instead- which contains nothing which I ordered!
I have tried to contact but the phone forever goes to voicemail and my email has not been responded too.
I spent a lot of money with nothing to show for it!”
Hello Becca. We're very sorry to hear about your issues. Our customer service team is on hand to sort this out for you on 0161 359 3655 Mon-Fri between 9 and 5. Alternatively, please email customercare@americansoda.co.uk and we will get back to you within those same hours.
Our apologies again for the problem with your order.
The American Soda Team
