“I was gifted a set of soups and rolls. The rolls were mistakenly left out. That happens.
To resolve the issue, they required the purchaser reach out. Not to them but to an independent package insurance company to file a rebate claim. The issue was not with the delivery company (or their insurer) but rather Mackenzie that made a mistake, refused to acknowledge it or to take any efforts to make it right.”
Thank you for this feedback, you are entirely correct here. Someone from our Customer Service team has reached out privately to you, and we thank you sincerely for bringing this to our attention. Please look for an email so we can resolve this for you, and once again we sincerely apologize for the error on this.
“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.
“My last order was missing an item but was replaced with an item I did not order. I replied to customer service but have not heard back from them yet. Hopefully this can be corrected as I have been happy with other orders.”
Thank you for bringing this to our attention, a member of Customer Service has reached out to you directly via email, as we don't see an email from you. We want to get you what you are missing right away!
Best,
Team Mackenzie Limited
“My previous experience was outstanding!!
This order was and is a dismal failure!!!
My order was doubled without my permission!!!
My Upgrade card was charged $211 twice! Without my permission!!!
When I received a second order of the original order today I called Mackenzie I got the run around.
I want my money refunded ASAP
If you do not refund my money I will notify the FBI and your Attorney General
I will never do business with you agsin”
Hi,
Thank you for your review! We're glad to hear that the order process was smooth for you. We completely understand the frustration with delivery delays and appreciate your patience. Your tracking information can be found in the order confirmation email.
We’re here to support you, and we hope you enjoy your food very soon!
Team Mackenzie Limited
“Last year I sent my sister A Gift certificate. The certificate reached her late and her order was also delayed. However, my sister enjoyed the product so much.She requested the same gift this year. Because of the delay time last year I ordered a gift certificate sent to me the beginning of this month. I tried to purchase it online so I could print it with my printer.However that was not an option. I have now received an email indicating my gift card was delivered to me via FedEx on the sixth as it is now the 11th and I still have not received the gift card.I am unhappy and confused. I would never recommend anyone go this route. I don't care how good the product is.Nothing is worth all the angst. I guess tomorrow I will start the process of finding out what has happened to my two hundred dollars”
Hi Jan,
Thank you for taking the time to share your feedback. We’re very sorry for the frustration this has caused and completely understand your concern. All of our gift cards are shipped via USPS, and your order shipped on November 10 as selected.
Delivery typically takes up to 5 business days, so it should be arriving shortly. We appreciate your patience and are happy to assist further if it does not arrive within that timeframe.
Team Mackenzie Limited
“In my first order that was just delivered I ordered 3 items...now I have only tasted 1 item....the French Onion Soup....so you still have 2 chances to improve BUT the French Onion Soup was the most tasteless item
I could possibly have ordered...did not taste like onions or cheese or anything...the broth was beyond bland! NOT something I would expect from French Onion Soup which should be full of flavor...have you bothered to try it!!?? IF the other 2 items are as bad then I will not be repeat customer!! jjo”
Hi there,
We’re sorry to hear that your experience with our French Onion Soup didn’t meet your expectations. We hope the remaining items will make a better impression and provide you with the flavors you were looking forward to.
Thank you for sharing your thoughts with us.
Team Mackenzie Limited
“The recipient family didn't receive the whole order. This is highly embarrassing and frustrating that a family in mourning has to spend their time getting their order delivered properly. I'm highly disappointed”
Hi Pamela,
We sincerely apologize for the inconvenience caused regarding your order. We understand that this is a particularly sensitive time, and it’s frustrating when things don’t go as planned. Please know that we take your feedback seriously and have made our customer care team aware of this issue.
Team Mackenzie Ltd.
“Order#1001507820
Order#1001507821
Both of these orders were damaged when received. The chocolate part of the cake just crumbled. The topping g was thin and disappointing. Over all a waist of money. I ordered one of the cakes for my brother-in-law as he just got out of the hospital. What a huge mistake and an embarrassment for me. I won’t be ordering from Mackenzie again!”
Hi William,
We're truly sorry to hear about your experience. We understand how disappointing it must be, especially when it was meant to be a thoughtful gift. Your feedback is important to us, and we'll work on ensuring the quality of our products meets the standards we strive for. Our customer service team has been made aware of this issue.
Team Mackenzie Ltd.
