“I am a long time customer who ordered a dozen crab cakes recently - I've loved them for years. They arrived in a poor condition and seemingly had thawed and been jostled around = we did not eat them and feel you owe us a replacement . I will send pictures if you like”
Hi Randolph, I’m really sorry to hear the crab cakes arrived in poor condition after you’ve enjoyed them for years. I have contacted out Customer Care Team about this issue and they will be in contact with you. Again, we apologize for this inconvenience.
Kind regards,
Team Mackenzie Limited
“Very disappointing! How could two Beef Wellingtons baked in the same oven come out so completely different? My husband's was perfectly medium rare and mine was two pieces of overdone "pot roast"! I read all of the reviews and discovered a few more like this one. I can't take a chance on ordering from you again. Please remove me from your mailing list.”
Hi John, I’m really sorry to hear your experience was awful.
If you’d like us to look into this, please contact our support team and we’ll help.
Kind regards,
Team Mackenzie Limited
“I received a emailed saying my cookies were delivered but I never received them and was
charged over $80.00 for them. Very unhappy at the moment. Would you please check into this
matter ASAP.
Thank you
Jean Harrison”
Hello Jean, Your order for the Grandmas Cookie Tin was delivered on Friday, June 12th. You would not have received anything from us today. We hope that you enjoyed the cookies!
Your
Mackenzie team
Hi Daniel, This isn’t the standard we aim for. We do not see a record of you calling in to our customer service. Please give us a call and we will be happy to resolve any issue you might have.
Kind regards,
Team Mackenzie Limited
“I was heartbroken when I opened that package. This was beyond my budget, but my priest was promoted to Bishop. I ordered to make his luncheon special. He is from Louisana and love Gumbo. When I reread the order, it was for Gumbo Soup. It was just plain liquid. I went to the store and bought chicken, shrimp and saugage, use the liquid to simmer, oinions, peppers and celery. When I finished Bishop-Elect Boxie enjoyed the Gumbo. I will never buy anything from your company again. I had tears in my eyes. I thought I was doing something special when I ordered your Gumbo.”
Hi Christopher, I’m very sorry to hear about the delivery timing and lack of response. That’s not the experience we want.
We see that our customer service representative responded to your inquiry on 5/20 and offered a refund. Please contact customer service if you have not seen that refund come through at this time. We apologize for this inconvenience.
Kind regards,
Team Mackenzie Limited
“I HAVE ORDERED FROM YOU YEARS AGO HOWEVER MY RECENT ORDER CAME TO THE RECEIVER AND IT WAS INCORRECT. b u m m e d.........IT WAS A GIFT.....BIG BUMMER.....ITS A DONE DEAL......!!!”
Hi Diane, we’re really sorry your recent order arrived incorrect and that it affected your gift. That’s not the experience we want for you.
We’ll investigate with our delivery and fulfillment teams to understand what went wrong and how to prevent it. If you’d like, we can arrange a replacement or refund for the affected item, and ensure a correct gift is sent.
Please contact our customer service team with your order number so we can fix this promptly.
Kind regards,
Team Mackenzie Limited
“Terrible- my gift was 9 days late. What should have been delivered by 4/4 was finally delivered on 4/13. Here is the ridiculous tracking: 3/30 Label Created. 3/31 Pkg arrived ups/Daytona Bch, Frl. 9:11p.m.; 11:08pm. departed from Dayona Bch. 4/1 12:47 a.m. Arrive at Facility Jacksonville. Fl. 4/01 5:37 Processing at ups facility Jacksonville. 4/1 9:34 a.m Processing 4/7 12:07 a.m On the way departed from Lathrop, CA. WHAT THE HECK - why did my package get shipped all the way to California for processing??? For goodness sakes.... Who at your original facility is in charge. I'm extremely unhappy with your service. I will never buy from you again. What should have taken 3 days took 13!!!!! I would prefer you reinburse me in full asapl.”
We fully agree that this order was mishandled by UPS. I do note it was shipped on time from our Florida warehouse, from that facility because it was very close to you. Unfortunately we cannot control UPS once they have the package, but we do follow up on rare cases like this. Most of all we are sorry that you were affected by UPS and their mishandling of this package, and I see you were already refunded in full by our team.
“today, April 14th, 9 days after Easter, the Easter chocolates I ordered for my daughter finally showed up. I paid a premium price for shipping so they would get there on time, but they did not. Please refund my money, not worth the cost.”
Hi Karen, we apologize for the delay with this package. Sometimes packages get held up in transit by the carrier. It looks like our customer service team emailed you a confirmation on 4/15 that they processed your refund, and it could take up to 5 days to appear. Please let our customer service team know if you have any additional issues or questions.
“I received an order of cupcakes as a gift. The cupcakes were VERY dry (they were actually CRUNCHY). I ended up tossing them. I reached out to customer service hoping the sender would be refunded the $100 he paid for them, but the rep was very callous, took no responsibility and simply offered to refer to quality team. I would not recommend this company based on first hand food quality experience and service experience.”
We are sorry to hear this feedback regarding Customer Service. I do see that our agent responded promptly and addressed your feedback, along with letting you know the feedback would get directly to our Product Development team. Since there wasn't a request for replacement or a refund, it seems that our agent thought you wanted us to pass along the feedback. We of course stand behind the products that we sell, someone will reach out separately to you to rectify this situation!
“I placed an order on January 10 and for some reason the business thinks so highly of itself that it didn’t bother sending out my order until January 26. But I will supposedly not receive it until February 5th, This is a lazy business even if their food is good, you cannot count on them to get you something for a specific occasion. The order was not even large- 3 items. They said it was delayed because of severe weather- which didn’t happen until the past week. If they got their job done when I ordered it, it would not have been a problem.”
We are sorry that last week orders were held due to extreme weather. Your order placed on Jan 10th did include an item on backorder, which was noted on the website, at checkout, and on your order confirmation that your order would ship the week of Jan 26th, which is when the backordered item was back in stock. We truly are sorry that the date coincided with extreme weather, delaying this order a week.
Someone from Customer Service reached out to you directly!
“Not only did McKenzie Limited completely botch a very special expensive meal for 4 people that I purchased for a family member who is ill, when I called and spoke to customer service they were not helpful at all.
Even though they were “nice” they weren’t interested in rectifying the situation in a way that would make up for the mistake.
When My sister-in-law received the most important part of the order, the meat, which was three weeks late, the Beef Wellington was rancid and the other parts of the order were split up. They did not receive the nice dinner, which was the intention of the gift. The customer service rep said a manager would call me. When I missed the call from the manager, I called her back to let her know what we wanted, and I never heard back from her.
I don’t think I’ve ever had worse service!”
We are truly sorry to hear about your experience and the multiple issues you faced with your order and customer service. This falls far short of the standard we aim to provide, especially for such an important gift. We sincerely apologize for the delay, the condition of the Beef Wellington, and the lack of follow-up from our team. Your feedback has been escalated to our management team to ensure this does not happen again. We understand how frustrating and disappointing this must have been for you and your family. Please feel free to reach out to us (https://www.mackenzieltd.com/pages/contact-us) at your convenience. Thank you for bringing this to our attention.
“Shocked that someone paid over $79 to send me 2 quarts of what tasted like canned soup. Hardly any noodles, weak watery broth and gross fatty pieces of cheap chicken. Tasted nothing like homemade soup. The rolls were just OK and the chocolate chip cookies were good but none of this was worth what they paid. Don’t send this to anyone. You’ll be embarrassed. Open a carton of broth, pour it in a pan. Add a few noodles and some cheap canned chicken meat and you’ll get the same quality for less than $5”
Hi Anna, We’re very sorry this experience was disappointing, particularly since it was sent as a gift. We understand how frustrating that must have been. Your feedback has been shared with our product team, as this is not the experience we want anyone to have. Thank you for taking the time to leave a review.
Jeanne, we are so sorry to hear that! Unfortunately, I don't see the item you're referring to. Would you mind sharing which item this was and how it was stored and cooked? This way, our team can investigate.
“Non existent customer service. Ordered 2 Christmas cookie tins as gifts and paid expedited shipping to guarantee delivery by 12/18. Received one tin on 12/17. When I called a woman told me she could not do anything… a resolution team would call me in 24 hrs. No one called but I received an email indicating that the other tin would ship on 12/22, after when we needed them. I called again and spoke to the same woman who has authority to do nothing …so more like an answering service. I asked for a refund of the tin and the extra shipping costs that I had paid to get it by12/18. She said she would send my request to the resolution team. No confirmation that I will get the refund.”
We are so sorry that this order didn't go perfectly. Someone from Customer Service has reached out privately to you to resolve. I do see we reshipped the missing tin of cookies with priority to you, but it doesn't seem like that was the full resolution you needed, and for that we apologize!
“Very, very bad customer service. They claim to have "exceptional customer service e but do not. Also expect enormously high shipping costs 45.00 item ends up being 71.00 and that is their slowest shipping. I will NEVER order again.”
We are so sorry you weren't happy with your order. We show this order was ordered on 12/15, shipped on 12/16, and delivered 2 days later with UPS. The order total was $71.00, including $18.95 for Standard shipping.
“I ordered a strayberry rubarb apple pie. I did not get it. To get one you have to get a claim # and submit it to a shipping insurance company. I never gave permission for shipping insurance...This was for Thanksgiving....I also ordered the honey carrots. That was horrible....”
We er so sorry for this experience, someone from Customer Support has reached out to you. We are so sorry that your initial order was missing the item you ordered, we want to make this right so look for communication from us. I believe our Customer Service agent misunderstood the issue, and for that we are sincerely sorry to have inconvenienced you.
Team Mackenzie Limited
