Name: MuscleFood
Address: 23-25 Park Lane Business Centre, Park Lane, Nottingham, Nottinghamshire
Rating: 4.33

“I just ordered the large hamper online advertised clearly at £59 but it was added to my basket at £69. Unfortunately I paid without realising this as I had extra items in my basket too. There is no way to cancel this pending transaction with my bank. I have sent musclefoods an email to cancel the order but am concerned it says on their website "If payment has been taken and your order has been processed, we unfortunately cannot cancel or edit these orders". There should be a way to cancel online orders automatically within, for example 15 minutes, just like other companies. Going by their online reviews I'm not expecting a swift reply, nor a great service or experience from here on in. Overcharging and not processing refunds quickly seems to be a common theme. Terrible misleading advertising. What a shame!”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking the time to leave a review. I am so sorry to hear about the issues you have encountered with the order. This has been checked and I can see this has been cancelled and refunded for you. I really hope you were happy with the service you received. If you would like to discuss this further, please let me know and I will get this sorted for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Such poor quality. I am gutted I spent so much on food I have had to throw! Don't bother with the ready meals”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. I am so sorry to hear about the issues you have encountered. Please may I ask you to check your emails and reply to my colleague. I will the pick this up and ensure any issues are resolved in full. Your continued support and loyalty means so much to us and I would hate for you to remain unhappy. Kind regards, Candice

Posted 5 years ago

“it was very disappointing because what was on your advert looked lovely but when I got it it looked nothing like it the end fell out of box food inside was thawed full of water would not recommend to anyone will be putting on face book your advert and what I was sent so people can compare not worth the money you charged I feel like iv been robbed”

Helpful Report

Posted 5 years ago

Hello, Thank you for taking the time out to leave a review. I am so sorry to hear about the issues you have encountered with the order. The email you sent is being picked up now and I will do everything I can to get this sorted for you. Kind regards, Candice

Posted 5 years ago

“Placed an order for a £49 hamper and get a other for £1 (would have done us both or the month if not a little longer) on may 15 to be delivered on may 29th to feed me and my toddler. Hamper was delivered on said day(only good point). Opened said hamper to see that it was not what i had ordered was a totally different hamper, sent email the same day and since then I have received the same email reply twice which was unhelpful and have been ignored for over a week. Would have never ordered what was delivered as little one has issues with red meat. So I have been left £50 down and no meat for them (no other available fund to go else where). Would never use again and definitely never recommend! Customer service is non existent! Very poor. I do understand it is different at the moment with everything going but a simple we are looking into your email would have been nice!! (Only gave 1 star as delivered on the right day.)”

Helpful Report

Posted 5 years ago

Hi, Thank you for leaving your review. I am so sorry to hear about the issues you encountered with your hamper. My colleague Becka did follow up with you yesterday and we will ensure this is resolved for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“A bit of advice muscle food listen and speak to your customers and take feedback. You are loosing customers and all you have to do is co-mmu-ni-cate... it's not hard. My first order was missing an ingredient and my second order too. I messaged you and had to go through PayPal to get a reply eventually from you. It's a shame because your meats spot on and the meals we could make were nice. You replied by saying it's rare to receive missing items...a lie when you read these reviews on trust pilot and Google...sort it out!!! All you have to do is sort out your bafoon Packers and deaf customer service representatives.”

Helpful Report

Posted 5 years ago

Hi Rich, Thank you for leaving a review. I am so sorry to hear about the missing items. Please may I ask you to check your most recent email from Becka in relation to the Trust Pilot review which was left. Your continued support and loyalty means so much to us and I would hate for you to remain unhappy. Kind regards, Candice

Posted 5 years ago

“My daughter in New Zealand decided she needed to send the 'oldies' a food parcel due to Covid 19. In due time, the parcel arrived. Tonight I decided to cook the four fillet steaks that was part of the order. Not a good experience. I have cooked countless fillet steaks after living in South Africa for 31 years. The gristle and sinew were the worst I have seen in a fillet steak in a long time. A single 28 day aged fillet from Aldi is of far superior quality. If a company that brags about their food quality cannot supply the premium steak to meet expectations, maybe they should be avoided. Some of their products are good, but I will only support a company that is good overall. Tried to download photo but would not accept it Please unsubscribe me!”

Helpful Report

Posted 5 years ago

Hi Larry, Thank you for your review. I am so sorry to hear about the issues you have encountered with the Steaks. I can advise that our suppliers have strict control checks in place to ensure that products are of the utmost quality, so I can assure you that this is a one-off and very unusual. In order to get this fully investigated with our suppliers, please may I ask you to email me on support@musclefood.com marked 'FAO Candice'. I am keen to get this resolved for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“My delivery never came, I was also overcharged, and then, to add insult to injury, it took nearly two weeks to get a reply from a member of the customer service team, and now they are claiming that my account can’t be found along with my order. Wouldn’t recommend at all, it doesn’t hold much confidence when they can’t control their own website and orders. They have taken my money and I have nothing to show for it, musclefood have basically robbed me, as they have taken my money and ignored my emails for weeks. No contact number either, these kind of companies are limiting their communication outlets and building fortresses around themselves so that no one can interact with them. They will just give you the run around finding excuse after excuse to not resolve issues or refunds.”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking the time out to leave a review. I am so sorry to hear about the issues you have encountered with the order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can investigate this for you and ensure all issues are resolved. Kind regards, Candice

Posted 5 years ago

“My delivery never came, I was also overcharged, and then, to add insult to injury, it took nearly two weeks to get a reply from a member of the customer service team, and now they are claiming that my account can’t be found along with my order. Wouldn’t recommend at all, it doesn’t hold much confidence when they can’t control their own website and orders. They have taken my money and I have nothing to show for it, musclefood have basically robbed me, as they have taken my money and ignored my emails for weeks. No contact number either, these kind of companies are limiting their communication outlets and building fortresses around themselves so that no one can interact with them. They will just give you the run around finding excuse after excuse to not resolve issues or refunds.”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking the time out to leave a review. I am so sorry to hear about the issues you have encountered with the order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can investigate this for you and ensure all issues are resolved. Kind regards, Candice

Posted 5 years ago

“Horrible customer service! Ordered 20 ready meals. Package came with 1 damaged plastic container. Everything can happen. Made a picture and sent it to customer service. 1 week of emails from different people. As a result, promises to compensate without any compensation. Just stopped replying to emails. WELL DONE MUSCLE FOOD! Never buy from you again!”

Helpful Report

Posted 5 years ago

Hi there, Thank you for your review. I'm terribly sorry to hear the condition your order arrived in. Please bear with us through this very busy as we are experiencing higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Becka' and I can be in touch to ensure all issues are fully resolved. Thanks, Becka.

Posted 5 years ago

“Just got first order and will never order again. Chicken kebab is just mush, chicken fillets very small and strange smell. Sausages extremely thin. Looks nothing like you are advertising.”

Helpful Report

Posted 5 years ago

Hi Steph, Thank you for leaving a review. I am so sorry to hear about the issues you have encountered with the order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can investigate and resolve this for you. Kind regards, Candice

Posted 5 years ago

“Stay away from these!!hamper small chicken was off could smell it as soon as opened it all meats are shockingly small What a waste of money will never use again Shocking !!”

Helpful Report

Posted 5 years ago

Hi Jacqui, Thank you for your review. I am so sorry to hear about this. Your email has just been picked up. You will receive a response from me shortly to get this resolved. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“1st order received open & damaged. Asked to rate the promptness of initial mail, I replied good but since initial mail no reply at all. Don’t even think about dealing with this company, overpriced, overrated & customer service non existent, totally unimpressed with this company. I’ll never use again & tell everyone of my experience”

Helpful Report

Posted 5 years ago

Hi Bev, Thank you for your review. I'm terribly sorry to hear the condition your order arrived in. Please bear with us through this very busy as we are experiencing higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Becka' and I can be in touch to ensure all issues are fully resolved. Thanks, Becka.

Posted 5 years ago

“This is the first time I’ve ever left a review in my life. I felt the need this time as I was extremely disappointed with the food box I recieved. The pictures on their website are clearly for illustration purposes to grab your attention, great job. You had me fooled. The hampers are merely half the size of the pictures. You are not getting what you see at all. I was half expecting another box to arrive but no. Definitely not worth the £47. The chicken smelt funny, the meatballs are tiny, the mince is fit for 1 person, I could go on. Your better off going the butchers”

Helpful Report

Posted 5 years ago

Hi there, Thank you for your review. I'm terribly sorry to hear you feel this way about our service. Please bear with us through this very busy as we are experiencing higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Becka' and I can be in touch to ensure all issues are fully resolved. Thanks, Becka.

Posted 5 years ago

“They have not replied to my email complaint, what sort of a company are you! Mis-selling advertisement is illegal. £75.00 for a bunch of processed meat well and truly. They have stolen from me I am going to post on every social media outlet until I receive a reply.”

Helpful Report

Posted 5 years ago

Hi Lee, Thank you for your review. I'm terribly sorry to hear you feel this way about our service. Please bear with us through this very busy as we are experiencing higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Becka' and I can be in touch to ensure all issues are fully resolved. Thanks, Becka.

Posted 5 years ago

“Shocking service nearly 10 days after I emailed with a complaint still no reply, have kept my order on pending with no further contact. Feels like an absolute scam.. claims next day delivery to only hold my order with no way of cancelling Do not be fooled I will be warning absolutely everyone to stay clear from this scam”

Helpful Report

Posted 5 years ago

Hi there, Thank you for your review. I'm terribly sorry to hear the experience you have had with us. Please bear with us through this very busy as we are experiencing higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Becka' and I can be in touch to ensure all issues are fully resolved. Thanks, Becka.

Posted 5 years ago

“I received an unexpected delivery late Tuesday afternoon, the bag wasn’t sealed, the few ice packs were only in the base of box only on one side. Some chicken was tucked down in one of the box( not in the bag). Half of the meat was warm and inedible. I have contacted muscle foods and sent photos. I have still had no response. I commented on their fb page along with others and muscle foods have removed some of the negative comments. I have taken screenshots of the comments by the other and asked for their agreement to use them as evidence against muscle foods to the relevant authorities!!”

Helpful Report

Posted 5 years ago

Hi Joanne, Thank you for your review. I am so sorry to hear your order arrived in this condition. The system shows my colleague has responded to you and asked if you would be able to send over some photos. My apologies if this has not been received. I have emailed you again directly. Please also check your junk/spam emails if this is not received. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“The chicken was off! It stunk!”

Helpful Report

Posted 5 years ago

Hi, Hi Julie, Thank you for leaving a review. I am so sorry to hear about the quality issue you have encountered with your Chicken. I can advise that our suppliers have strict control checks in place to ensure that products are of the utmost quality, so I can assure you that this is a one-off and very unusual. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can pass this to the relevant department and provide a full resolution. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I have been a customer for years but after my last order I wont be any more Order turned up warm as there was only 1 ice pack on top and bag wasnt sealed. Chicken had a use by date of the day I received it. Whole order unfit for human consumption!!! Courier was already back in his van by the time I opened the door but he must of known order was knackered as had been in his hot van for at least 8 hours (I was almost his last delivery of the day) Customer service seems to be almost non existent at the moment. Can only contact by email/web form Did get a response after 22 hours of original complaint. Just asking more questions. Replied and also chased up but no response. At the moment I have a freezer full of inedible meat & meals I was looking for a replacement but now just want a refund as I have lost all trust in MuscleFood”

Helpful Report

Posted 5 years ago

HI Allen, Thank you for leaving a review. I am so sorry to hear about this. Due to recent events, we have turned off the Live Chat function due to high volumes. This is going to be switched back on as of tomorrow as an additional channel of communication. My colleague Devante has replied to your email and requested you to send photos so we can pass on to the relevant teams. Please can you send over the photos if possible and ask Devante to pass you over to myself so I can provide a resolution. Your continued support and loaylty means so much to us and I would hate for you to remain unhappy. Kind regards, Candice

Posted 5 years ago

“I ordered a weeks supply of ready meals but my bank declined the transaction, three weeks later and a box of very poor bland tasting meals arrived, it looks like they keot my card info and trued the order again without my permission. I will be contacting the financial conduct ombudsman about this tomorrow.”

Helpful Report

Posted 5 years ago

Hi Christian, Thank you for your review. I am so sorry to hear about the confusion. I have checked and I can see you have spoken to my colleague Jamie about this who advised this is due to the offer selected being a 2 weekly recurring plan. We do advise this on the web page and this is also advised in the confirmation emails. Please can you email me directly on support@musclefood.com marked 'FAO Candice' so I can pass on your feedback and provide a resolution. Kind regards, Candice

Posted 5 years ago

“Food delivery was fine meat very disappointing never had such rubbish for £50”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. I am so sorry to hear about this. Please email me on support@musclefood.com marked 'FAO Candice' so I can investigate this and resolve any issues for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

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