“Wrong delivery goods! No answer after registering my complaint.
I'm very angry because ordered products are payed and I did'nt received anything of these!
That's very annoyingly and my money is lost. (?)”
“I am very happy with my purchase and the food coming without any damage at all. The only bad thing is that the order took nearly to weeks to get to me.”
Hello Rachel. We're sorry to hear you think our products are too expensive. Unfortunately, as we import these products from the US, which is quite expensive, it means we have to sell them at the prices we do.
We do, however, work hard to keep the cost down as much as possible and we are always negotiating better rates with our shipping company and our suppliers in the US, looking to pass those savings on to you, the customer.
“Leider habe ich falsche Artikel bekommen. Es wäre toll wenn wenigstens eine Mail gekommen wäre die einem sagt das der Artikel nicht verfügbar ist oder ähnliches.
Ansonsten war alles so wie es sein soll.”
“I placed the order as I have done on several occasions with this company. I received the initial email of my order and the shipping status. 24 hours later another invoice for a different amount showed up with no explanation. I also received notice from Hermes that the package was with the local delivery driver. The day came and went with no delivery. It took less than 1 hour for the driver to query the address as he could not locate it. It returned to the depot. The next day another email indicating delivery. Once again waited and waited....NO DELIVERY. Once again driver could not locate the address. It is not a difficult address to find and they even had a mobile number but no contact from either Hermes or American Soda to query more information. I sent an email wanting their customer service to contact Hermes and get the delivery made. As I gave them a deadline or I would cancel the entire order I got an apologetic email stating that they would contact Hermes but in the mean time they would reship my order less 3 items that were now out of stock so that it would be received prior to the deadline. They shipped it next day with UK Mail and it was delivered with no problems at all. However, the delivery driver did note to me that the bottom of the box was wet. Upon opening the box I discovered that a jar of a product I purchased was smashed and everything inside covered in the juice of the contents and shattered glass. I took pictures for proof of what happened. Once again emailed customer service asking for a credit for the smashed item as I managed to salvage the other items by wiping and discarding the soaked boxes. I informed them that I had taken pictures if they wanted to see them but did not send them with the first email. Once again an apologetic email but they could do nothing without the pictures. I sent the email with the pictures a bit ago but shortly after I get the apologetic email I got the email to write a review. I intend to send a letter to the head of their customer services in regards to this order as well so they will not be blind sided by a poor review. I highly recommend that if you are looking for American food products, search the web as there are other companies out there that can provide. I will not be placing another order with American Soda as this experience as completely soured me on them.”
We are so sorry you have such issues with our courier service, though it is good to read that our customer service team did their best to resolve your issues.
Rest assured we will be raising these issues with the courier and working hard to resolve them.
We sincerely apologise for letting you down on this occasion and hope you will reconsider your decision not to shop with us in future.
“Good range of products and good prices for both products and delivery - arrived in great condition also! (However I miss the discount codes you used to give out with orders! Was always nice to get a couple quid off, typically covering postage!) :)”
“Having shopped a couple of times with this company, I cannot fault them. The items come well packed and their delivery times are fantastic. I like the fact I can track my order (which is a plus, as my new delivery guy put my order in our shed and didn't leave a note to tell me)
Whilst a couple of things in their store are dearer than another certain store, all other products can be bought for a bargain price. My children love these US snacks as a treat and you can make up a box of treats as a gift without breaking the bank. (As I recently did for the Reddit snack exchange)”
“Ordered the sweets for my sons first sleepover but, were still waiting for them! All the children were disappointed they hadn't arrived. They even thought my son was lying about ordering them and he was very upset. Lucky I could show them the order. They were supposed to arrive between Weds 23-Friday 26th February. We're still waiting and it's now Monday evening 1st March. I'm really annoyed because I spent £30 on an order that never arrived and I had to rush out and spend another £30 so the children had treats at the sleepover.”
Hello Karen. We are sorry to hear that your order has not reached you, especially as you had planned to treat your son and his friends. :(
We know it's too late for the sleepover but our customer service will be in touch and look to put this right for you, either in the form of a refund or reissuing your order.
Again, we're so sorry for disappointing you and your son.
“Our order had not been dispatched almost a week after placing it. After contacting customer support, the order was dispatched very quickly and arrived the next day. Upon opening the package, we discovered that quite a few items were either wrong or missing. We contacted customer support again, who were very helpful and offered a refund for the missing items. While it was disappointing that we did not get everything that we had ordered, the customer support people were wonderful to deal with.”
