“I am rating you a 3 on my most recent shipment . In the past, I would have rated you a 5. I have been ordering for a few years and everything has been perfect. However, I placed an order for $244.00 recently and there wasn't any dry ice. It is usual to have dry ice in my shipments. I understand how the dry ice is packaged from previous shipments. Plasic bags of dry ice. No dry ice in my box which said 5 kg of dry ice. And, even if not in plastic bags, it wouldn't have evaporated in 2 days, Fortunately, I was home when the box came and the items were still partially frozen. However, here's my complaint. I contacted customer support. The rep was very helpful. I was concerned because I had ordered some more food items to be sent to southern CA in the DESERT and was worried that the items wouldn't include dry ice. Since the items hadn't been shipped, she sent a message to make sure dry ice was included. However, here's my complaint. She sent a message about my lack of dry ice to someone in your organization, and all I got was an explanation of how dry ice evaporates. No apology for the mistake. There wasn't ANY dry ice in the shipment to me. No evidence of dry ice,”
Thank you for the feedback. If your order was not in good condition upon receipt, we will gladly replace this right away for you. Customer Service will reach out to you right away, directly to ensure that you have what you need.
We are so sorry for any frustration on this order!
Team Mackenzie Limited
“Sent the food to Florida too early. Not the expected date I asked for. I know it’s your policy to ship early due to weather conditions but, the food was almost defrosted and it’s for 25 December. Thank you.”
Thank you for alerting us to this. I did look at this order and it appears that you ordered this to ship right away, I show the order was ordered with the deliver commitment of "on or before 12/6". Someone from Customer Service will reach out to you right away to ensure the food is in good condition.
Team Mackenzie Limited
“Shipped to the wrong address. I called within minutes of placing my large order on 12/1 to correct the ship to address. But that did not happen. Attempts to redirect with UPS did not work because they claimed the sender would not allow it, although I paid the $19.95 extra for premium service. I talked to you on 12/3 to ask you to let USP re-direct the package and the very nice lady chatted with her supervisor who said there was nothing you all could do. Your representative was trying be helpful and gave me a case number, but that onlys might solve a future problem. Hopefully the product is as good as previous orders.”
Thank you very much for your feedback, every review helps us improve and we care about your satisfaction. You are also welcome to reach out to Customer Service at info@mackenzieltd.com or 1-877-867-6851 if we can be of any assistance to you.
Best,
Team Mackenzie Limited
Thank you very much for your feedback, every review helps us improve and we care about your satisfaction. If you ever need it, Customer Service is available to help at info@mackenzieltd.com or 1-877-867-6851 if we can be of any assistance to you.
Best,
Team Mackenzie Limited
“I was very excited to order Thanksgiving from your catalogue but I have to say that I was disappointed. The mashed potatoes were so salty they were almost inedible. The stuffing, carrots and gravy were lovely but the actual turkey was dry. We threw most of it away.”
We're so sorry you weren't happy with one of the items you ordered. Look for Customer Service to reach out to you separately today.
Thank you!
Team Mackenzie Limited
“We ordered THE TURKEY BREAST DINNER and received THE SLICED TURKEY BREAST DINNER.I guess I failed to include the number #TDN66 but I definately didn't say SLICED TURKEY BREAST DINNER.I received the wrong dinner.”
We are sorry to hear that you ordered the wrong dinner, I do see that the order was placed on our website. You are always welcome to reach out to Customer Service at info@mackenzieltd.com or 1-877-867-6851, we are open from 8am - 9pm EST and you can place your order with a live agent who can help you. Someone from Customer Service will reach out regarding this order.
Thank you!
Team Mackenzie Limited
“Exterior of box was fine, and was still frozen from dry ice. But middle box (bought 3 items) was crushed and torn!
Not what expected after spending soo much $$”
Thank you very much for the feedback here, we are sorry if some product boxes were damaged in transit. We will provide the feedback immediately to our Quality team, and someone will reach out to you separately.
We hope you enjoy your order!
Team Mackenzie Limited
Thank you for the feedback. I do see that your order was scheduled for Standard delivery for the week of 11/3, which means it can arrive between 11/5 and 11/8. I show your order did deliver on 11/7, we'd love to know if that's not the case. Someone from our Customer Service team will reach out to you. We do strive for on-time delivery for every order!
Team Mackenzie Limited
“Really ovetpriced and overrated - disappointing- lobster risotto rich but too heavy and mushy. I’m better off making things on my own. Not worth the money for average tasting foods.”
Dear Ms. Conklin:
I sincerely apologize you received the wrong item. I do see that Customer Service reached out to you already, and that the correct item is being sent to be with you this week. Again, our sincere apologies for the error!
Team Mackenzie Limited
Thank you for your feedback! We're so glad to hear you enjoy our products, but we're truly sorry to hear about your delivery experience with our delivery partners UPS and Fedex.
We appreciate you bringing this to our attention and will be reviewing what went wrong to ensure smoother deliveries moving forward. Someone from our Customer Service team will be reaching out to hear more.
Thank you for sharing your feedback! We’re so glad to hear you enjoy our products. We understand that pricing and shipping costs are important factors, and we’re always looking for ways to offer the best value possible without compromising on quality.
We truly appreciate your support and hope to serve you again soon.
“We’ve ordered from Mackenzie in the past and have found the food very delicious and good quality. However this order was a disappointment. We ordered a full dinner for friends after the husband returned home after major surgery. We hoped to plan the dinner for the evening of their return. The shipping detail indicated the food would arrive on or before October 31st. Today is November 5th and the delivery was just received. Why advertise a delivery date if it’s not achievable? Probably we’ll order from Mackenzie again but not for gifts. Delivery commitments are over promised and not delivered.”
Hi James,
We’re so sorry for the delay with your order. This was a system error on our part. Orders placed after 11 a.m. on Wednesday do not ship until Monday, and unfortunately, that timing communication error caused your delivery to arrive later than expected. We sincerely apologize for the inconvenience and understand how disappointing that must have been. Our team will be reaching out to you directly to make this right.
Warm regards,
Team Mackenzie Limited
“The food is easy to prepare and tastes okay, but is way overpriced. The lobster/marcaroni dish was $90.00, not including shipping, and had negligible amount of lobster. I use the company for gifts as it is convenient and a treat, but I rarely will order for myself as I can do a better job cooking at a far lower cost.”
Hi Thomas,
Thank you for your honest review! Thank you for your feedback. We’re glad parts of your experience were positive, and we’ll use your comments to continue improving.
We hope you’ll give us another try soon.
Team Mackenzie Ltd.
Hi Kerry,
Thank you for your feedback! We’re sorry to hear that the cake arrived with some damage. We hope the shrimp turns out to be a delightful addition to your meal when you cook it. Please feel free to reach out if you need any assistance.
We are looking forward to serving you again soon.
Team Mackenzie Ltd.
“Broken upon arrival!
Very difficult to get replaced even after
I sent picture of it still wrapped.
Unprofessional follow up agent who answered phone with food in her mouth and neither gave her name nor answered phone as Mackenzie Ltd.
At first said I had not followed
Instructions and then after being pressured and saw I had.
Finally got a lovely one the day before Easter.
Not up to your standards and I have bought from you for years.
😟😟”
