“Sorry i will not be ordering again. I know its ups but you use them. My order arrived a day late. All ice had melted and most every thawed out. They left it in my yard. Ive told them before put packages on porch. I can not walk. A neighbor helped. Since this was chicken he said since.it thawed hed advise not to eat it. He tossed in his truck with his load of junk since he was heading to dump. I know its ups fault but i. Not ordering again 200 dollars just wasted. Sorry thank for tryng.”
“2 orders were sent on my behalf and I had ordered only one!!!!!
I had trouble online so called Mackenzie and explained but it seems they billed me for 2 and sent 2 of the same orders to my friends”
Hi Patricia,
We’re sorry for the confusion with your orders and for being billed for two items when you only ordered one. We will have customer service contact you to resolve this.
Kind regards,
Team Mackenzie Limited
We’re sorry to hear your products arrived thawed and that this affected your experience. If you’d like to discuss this further, please contact our support team so we can look into it.
Kind regards,
Team Mackenzie Limited
“I order a Authentic Italian stromboli they sent me something that looks like a large submarine sandwich i told the customer service they sent the wrong item they told me take or leave it i request send me what I ordered or send me a refund they said NO REFUND if you go to the order page look up stromboli that's what I ordered instead they sent me this and of course you can't upload pictures of it received”
We’re sorry for any confusion regarding the product’s name. Due to FDA labeling requirements, we occasionally may have to use a different name on the product packaging than the name we use in our catalog. We want to assure you that the product you received is the same product pictured and described in our catalog. This product has received many 5-star reviews, and it’s one we truly love! We hope you’ll give it a try and enjoy it as much as we do.
“I was very disappointed when I served my recent purchase to guests at a Wedding Shower. They tasted like they were old. I was embarrassed and told guests that they had been purchased recently and immediately put in the freezer when they arrived.”
Hi Carole,
I’m sorry to hear the Mackenzie Limited items you served at the wedding shower tasted old and that this caused embarrassment. If you’d like to discuss this further, please contact our support team so we can look into it.
Kind regards,
Team Mackenzie Limited
“I have ordered your products for several years and truly enjoyed them. However my latest purchase for the grilled cheese/lobster filling, lobster mac and cheese, and three cakes was a complete disappointment! The lobster in the first two products was very sparse and had zero flavor. The swirl cakes were extremely dry. I'm sorry to say I won't be purchasing any of your products now or in the future.”
Hi Jane,
I’m sorry to hear that the lobster in the grilled cheese/lobster filling and lobster mac and cheese was sparse and lacked flavor, and that the swirl cakes were dry. Thanks for letting us know. If you’d like to discuss this further, please contact our support team so we can look into it.
Kind regards,
Team Mackenzie Limited
“The "little hotdogs" were not as good as before. My wife choked on the flakly dough. She could not taste the sauerkraut. We used to love your products. We shared our experienced because we brought the items for a party. We could not and did not serve the hotdogs.”
“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
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!
