“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
“Failed to include in the delivery the pumpkin swirl cake that was part of the order and one of the main reasons for the order. Refunded the the amount paid, but a big disapointment.”
We are so sorry that this item was left off your order, we try very hard to pack every order with 100% care, we know how important it is to deliver exactly what you ordered, on time and in excellent condition.
Best,
Team Mackenzie Limited
We did ship this order, on time as requested. I see that Customer Service reached out to resolve, and indeed UPS had an issue delivering this to you based on the address provided. We want to work quickly to resolve this and they are waiting for your reply so we can expeditiously replace this order for you.
We apologize on behalf of UPS for the delivery issue!
Team Mackenzie Limited
We are so sorry if you were not happy with the order you received. Please reach out to Customer Service at infor@mackenzieltd.com or 877-867-6851 if you would like any assistance, I do see that it shipped on time and was delivered on time.
Sincerely,
Team Mackenzie Limited
“Terrible. Your delivery did not include the stuffed turkey breast. I had to take my family to a restaurant.
You can either send it to me now to use for Christmas or send me a refund.”
We sincerely apologize if an item was missing from your order, this is the first we are hearing about it. Someone from Customer Service will reach out right away to resolve this for you!
Sincerely,
Team Mackenzie Limited
I do see that this order shipped on time as requested from our warehouse, on Monday 11/24. It was shipped using 2-day air with Federal Express. I show that it was indeed delayed in transit by Federal Express, and didn't deliver to you on time. We sincerely apologize for the inconvenience, and will provide the feedback to Federal Express. We definitely want this to order to you on time as much as you do! Someone from Customer Service will reach out to you separately.
Sincerely,
Team Mackenzie Limited
“I paid $49.40 extra to have my order delivered on or before today. When I have pressed "Track my order" since midday, the notice has said "out for delivery." It is the end of the day and I still see "out for delivery." The last time this happened, the food I ordered was not delivered for several days past the time I saw that it was out for delivery. By the time it arrived--not having been kept refrigerated--the boxes were soggy and the food unfit to eat. I tried to receive help through your chat, to no avail. Oh dear.”
We are sorry to see that this was out for delivery later than expected. Fedex and UPS both have until 8pm or 9pm for residential deliveries. I see this delivered 11/26 at 5:30pm, so trust everything was in good order.
Sincerely,
Team Mackenzie Limited
“Im have not received my orders therefore I'm a little upset and panicking since my order is supposed to be here or at least able to track and it's almost 3pm Thanksgiving is tomorrow Fedx ???I tried and don't know what to do”
Look for a reply from our Customer Service team, we are tracking these with Fedex and have both called and emailed you regarding this order.
Thank you!
Team Mackenzie Limited
“Paid extra to have my shipment arrive today but FedEx indicates that it won't be here until Friday. Not going to be a good Thanksgiving without the sides. I guess I'll have to go to plan B.”
We do see that this order shipped on time and with the Fedex 2-day service requested, but it appears there was a delay on the side of Fedex in transit. Our team is working with Fedex to see if we can get this delivered to you today, we want you to get it on time for sure! A member of our team will reach out to you soon.
