“I’ve been buying these from the supermarket for ages and decided to buy from the website as they offered a discount. I ordered so I could keep some myself and take some abroad for my family to try when visiting. The order didn’t arrive and it did take a while for the customer service team to get back to me but they sent another parcel in time for me going away. I’ve just ordered another box now!”
“My husband made an order they took the money and we received nothing. Not replied to an email or 3 and you can’t call them.
I can’t believe they are allowed to take money and not finish their side of the contract we entered into.”
“I’m a big fan of LoveRaw products but had an awful experience with their online shop. I placed an order three weeks ago and hadn't heard anything so emailed earlier in the week asking for an update and they confirmed it would be dispatched before Christmas. Today I today got an email saying I was being refunded with no explanation and when I replied, they said it was because the product I ordered was out of stock which I imagine means that no one that ordered in the past three weeks is getting theirs either! Meanwhile they've been doing paid ads for people to get their order in before the last Christmas delivery deadline. I also just got automated emails to all of my responses which is so frustrating. Avoid or stick to getting it through a supermarket.”
“I've been a huge fan of LoveRaw over the last year or so, even converting friends and my partner into fans too - but this latest experience has really left a sour taste in my mouth. I ordered a few things for Christmas presents and myself, during the last week of November, and it took a bit longer to arrive but I figured it's a busy time so it's to be expected. But when it did arrive I was missing a whole blooming box - I emailed support@ and it's been well four days and I've had no response. None. Not even an acknowledgement to say "we're busy and we'll be in touch soon", just nothing. I even reached out on social media and again nothing, but yet they can send marketing emails to me?
Oh and my partner also made a Christmas order, and told me he was also missing items, but they refunded him - so where is the consistency in service?
I understand growing businesses have issues, especially during peak seasons, but there's no excuse for ignoring customers. Having been a huge advocate for the brand, I can safely say this experience has changed it, and I'm out of pocket, but judging by these reviews I'm not alone.”
“Appalling service. Have ordered several times previously and all has been fine, but the experience on this occasion has been so poor that I will never again buy from LoveRaw. I placed an order on November 22nd — I did not receive the items until December 6th. To add insult to injury, half my order was also missing and the bars had just been thrown into a cardboard box and were not placed inside the packaging shown in the images used to advertise on the website. There is no phone number to speak to anybody to resolve matters, so I messaged their so-called customer support team on the 6th. Somebody replied on the 7th and thanked me for ‘reaching out’ before informing me that they would speak to the team about my missing order but ‘couldn’t tell me when it would be.’ This was supposed to be a Christmas present and I ordered weeks in advance to ensure that it would arrive on time. I responded back to this message on the 7th and expressed my disappointment before attaching an image of what I initially received. Since then I have heard nothing and am now left with half my order missing and no indication of when this might be rectified. My money was taken very quickly, but apparently LoveRaw no longer care about maintaining good relationships with their customers and are happy to leave said customers out of pocket with incomplete orders. My family have bought from LoveRaw for years and we have always loved the products, but the company have clearly scaled up too fast and cannot cope with the volume of sales. Customer service has deteriorated to the level you expect at a major corporation and they are no longer the brand they used to be.
Here’s hoping I receive the rest of my order or a partial refund, but I’m not holding my breath. Never again is an understatement.”
“Ordered a Starter mix box for a Christmas present but then got an email for a partial refund but no explanation as to why the order had been cancelled. According to their Refund policy we have to cover shipping costs which I find ridiculous considering the parcel hadn't even been shipped so no shipping costs were incurred - will be discussing this with Trading Standards. Still not heard from Low Raw about the refund or even why my order was cancelled - I have emailed twice but radio silence there end - I do not recommend”
“Ordered a box as a Christmas gift, I have received a refund, I will assume they cannot fulfil the order! Would be nice to be given an email advising of this. Poor customer service!!”
“I have had a couple of orders and most of the products i like, a few have been very sweet and not to my taste, my bug bear is they keep sending me emails enticing me to re buy, (usually with a discount code ) but when i go on their site most of the products are unavailable , as they are sold out, 21 items at the last count , that nearly half of what is on offer”
“Processed junk, wrapped up in single use plastic and full of sugar and processed gunk. Sickly sweet... NOT what the healthy, raw food community are looking for.”
“Ordered 4 boxes of chocolates, two different types. They sent me 3 boxes of the same type, two of which I gave as gifts already. They didn't fix the problem in time, so I asked for a refund. They started demanding proof that I was sent the wrong items, suggesting that I am a liar, and have yet to actually refund me. Avoid.”
Hi Emma,
Sorry to hear that you have not received your order. I have just checked this for you and can see that it is due to be delivered today via Amazon. There have been a few delays in delivering orders due to the Jubilee Bank Holiday. If you have any more issues please contact our customer service team at support@eatloveraw.com who will be able to help.
Thanks,
The LoveRaw® Team
“I bought a large pack of wafers, cups and bars which I was so excited for. But even though they are showing in date, all of the bars are discoloured; covered in spots of something that gives them the look that they're off or not right. I now have multiple bars that cannot be eaten and feel really let down.”
Hi Cat, we are sorry to hear this. It sounds like the chocolate might have bloomed which happens when the chocolate is stored incorrectly. Please can you send an image of this to our customer support team (support@eatloveraw.com) and someone will be able to assist you.
“I normally go for the cream wafer bars as they are delicious but I was so excited to try the new caramel one. To be honest I was a little disappointed at how small they are given the price. I bought 6-pack box which turns out to be £1.66/1.67 each. Very expensive for a tiny bar of chocolate. The chocolate part didn't taste like 'milk', not bad or anything, just not as good as the other flavoured chocolate from Loveraw. The caramel part was nice. Overall I would say the flavour and size don't measure up to the price sadly.
Lastly, it would be great if there was another cheaper delivery option that wasn't through Amazon.”
