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

“I spent £140 on my order and got half. I have cance I am dying of cancer. I have emailed 4 times NO REPLY am I getting robbed. DO NOT ORDER.. ROBBING A DIYING MAN MUSCLEFOOD???????”

Helpful Report

Posted 5 years ago

Hi Robert, Thank you for taking the time out to leave a review. I am so sorry to hear about this. At the moment due to recent events, we are experiencing a higher volume of queries than usual. We are working tirelessly to get back to all of our customers as quickly as possible. I have checked the system and I can see my colleague Rachel has responded to you. Please may I ask you to check your junk/spam folder. In the meantime, I will respond to your most recent message this afternoon. Rest assured, I will resolve any issues. Kind regards, Candice Customer Support Manager.

Posted 5 years ago

“Ordered a £69 hamper with 3 hampers free. Recieved only the original hamper and no free ones. The value of the meat recieved is around £25. I have had no response and I feel that they are taking money and not providing their usually good service and making money off the back of a crisis. It disgusts me that companies can do this.”

Helpful Report

Posted 5 years ago

Hi Kerry, 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 missing items. Due to recent events, we do have a high level of customer queries and are working tirelessly to get back to our customers as quickly as possible. Rest assured, I will pick up your message this afternoon personally and resolve any issues for you. Kind regards, Candice Customer Support Manager.

Posted 5 years ago

“Placed my 1st order over a month ago and was very happy and impressed with the quality and service i received. Logged on today to place a duplicate order and discover a huge price hike of over 50% on certain items. Profiteering from a national crisis is low life behaviour and you should be ashamed of yourselves. Other companies have been called out and i hope this one is too. I will never order from here again and i urge others to avoid them also. I really hope people see your greed in this time of need and boycott this company.”

Helpful Report

Posted 5 years ago

Hi Kirsty, Sorry to hear about this! We hate putting prices up, but we are seeing some significant price increases from our that we’re unable to absorb, this is due to increased demand for meat across the UK. We’re committed to offering great value to our customers, and will always keep our prices as low as we can , whilst keeping quality high. If our supply prices reduce, we always pass that saving on to customers (and have reduced prices of chicken a number of times in the last 12 months) but that means we have to do the same when prices increase to ensure we can continue to supply our customers with the great quality product they expect. If you would like to discuss this with me further, please email me directly on support@musclefood.com marked 'FAO Candice'. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“i ORDERERD THE MICROWAVE MEALS ON THE 9/3.WHEN THEY ARRIVED THEY LOOKED GOOD BUT WAS VERY SMALL. FOR MY HUSBAND FROM WORK THIS WOULD NOT BE A GREAT MEAL.OK IF ADDED WITH OTHER BITS. rEALISEING THIS I CONTACTED MUSCLE FOOD AND TRIED CALLING BUT THAT WAS A NONO. SO CHATTED ONLINE AND WAS TOLD IF NOTHING WAS IN MY BASKET I WOULD NOT BE SENT ANYTHING. i WAS ASSURED EVERYTHING WOULD BE OKAY AND I WOULDNT BE CHARGED IF I KEEP CHECK ON MY BASKET. I KEPT CHECK AND ORDERERD NOTHING IT REALY IS EXPENSIVE FOR THE SIZE OF THE MICROWAVE MEALS.THEY ARE VERY SMALL.THEN I FOUND I HAD BEEN CHARGED £35.97 FOR A DUPLICATE ORDER OF THE FIRST ORDER. HOW IS THIS POSSIBLE. NOTHING ORDERERD IN MY BASKET TALKED TWICE TO CUSTOMER SERVICES AND YOU SENT OUT ANOTHER ORDER.HOW. AND TOOK MONEY FROM MY BANK WITHOUT MY PERMISSION CUSTOMERS BEWARE.THEIR WORDS MEAN NOTHING IT IS JUST WORDS TO KEEP YOU SWEET. THEY WILL STILL TAKE MONEY WITHOUT YOU EVEN PLACEING AN ORDER. APPAULING COMPANY”

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 this. I would really like to investigate how this has happened and resolve this issue for you. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can ensure this is rectifed. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Damaged Goods & Appalling Customer Service! The 5 cans of the tuna that I purchased were all damaged and so unsafe to eat. They were thrown into a box without any protective packaging and sent to me like that, with the other items of food that I ordered. I reported this to MuscleFood.com and requested a refund. They asked me to send photos, which I did. However, MuscleFood.com refused to refund me for the items, and it took nearly a week for them to arrive at that decision! I should have read the reviews on this company before I placed my order. Many others have reported similar experiences. DO NOT TRUST THIS COMPANY, YOU'VE BEEN WARNED!!!”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking the time out to leave a review. I am really sorry to hear about the Tuna arriving damaged and the customer experience you received. Please may I ask you to email directly on support@musclefood.com marked 'FAO Candice' I would like to follow this up with the relevant staff members so we can be sure this does not happen again. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“this company used to be great, but they have really gone downhill and have beome greedy. I put through an order to be delivered on 6th April, they have taken payment of £79 over 2 weeks in advance. You have to be really careful when checking your basket as they automatically put random things into it. They charged me £4 for some PT things that they added to my account. Their chicken is great but just watch them, they are really sneaky.”

Helpful Report

Posted 5 years ago

Hi Angela, Thank you for taking the time out to leave a review. I am so sorry to hear that you feel this way. Due to the current climate and in an effort to manage stock of our products we have had to make changes to our payment process. As you’ll of noticed the ‘pay later’ option has been removed from the check out and we’re now capturing payments earlier to aid stock management. Whilst we understand this may be outside of our usual customer journey it will allow us to operate more efficiently, help us increase delivery slots and decrease delivery lead times. In regards to the items being added to your account, please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice' I would like to personally look into this for you and get the issue resolved. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Musclefoods were recommended to me and when I visited I saw one price for a hamper (£54), 2hrs later the price had increased to £65. I notices some selections had now sold out, so the bump in price is obviously due to retailer greed as online shopping for foods has increased on account of the corona virus. They didn’t get my custom because I don’t agree with profiteering off the back of a national crisis. Happy to support the economy & British business but not this type of greedy opportunist. Not on my watch.”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking the tine out to leave a review. I am so sorry to hear about the confusion with the offer. Rest assured, we are doing everything we can to help people during this very difficult time. I would really like to get this looked into for you and ensure there are no issues with the site. Please may I ask you to contact me directly on support@musclefood.com marked 'FAO Candice' so I can get this looked into. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Hello, I order a hamper back in February a payment of £4.00 have just come out of my account today so I’ve looked back since February your company has been taking £4.00 every so often from my account can some one get in touch with me to resolve this issue.”

Helpful Report

Posted 5 years ago

Hi Shaun, Thank you for taking the time out to leave a review. I am sorry to hear about the confusion with the £4 charge. This would be for the mfnow service which is usually signed up to at the checkout. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice' so I can look into and resolve this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“***FRAUDULENT COMPANY, DO NOT USE*** I used for a year and the food, service, cost was good. Then in Feb 2020 they fraudulently took over £700 from my account (taking 1 or 2 payments per day of £59.99 for nearly 2 weeks) and will take no ownership of this problem. Even after I reported the problem to them they still continued to take money and pushed the responsibility back onto me to sort with my bank even though the problem originates from them/an employee of theirs. They won't talk to you on the phone, everything is via email. I cannot iterate this enough, DO NOT USE THIS COMPANY”

Helpful Report

Posted 5 years ago

Hi Paul, Thank you for taking the time to leave a review. I am so sorry to hear about the issues you have encountered. Please may I ask you to email support@musclefood.com marked 'FAO Candice' so I can personally investigate this and resolve this for you. Whilst we do not currently have an inbound line, the team and I are always happy to call any customers on request. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I have to write this review as I couldn't be happier with the service I have received so far. I have just had an online chat with Sean G as I had received no reply via email. I had placed my first order & upon going to checkout no code was in the offer/code box. I found 1 & added it. I happened to come across a review that said they had only received 1 hamper not a double up because of putting a code in the box. When I went back & checked & put the hamper in my basket I went to checkout & there was the £1 extra hamper there & a code in the box. Upon realising I would likely only get 1 hamper I went onto chat to discuss cancelling my order. Firstly there was an apology for the delay in reply, then after explaining what had happened I was told they would honour my double up as a gesture of goodwill. Amazing customer service, I would like to add though that I think it should be made clearer there should be a code for these double up hampers upon checkout. It was my first order & I was utterly confused. I shall update on quality of food when recieved but I'm very much looking forward to my delivery & stocking up my freezers :-)”

Helpful Report

Posted 5 years ago

Hi Kirsten, Thank you for your lovely review, it’s really appreciated. We really pride ourselves on delivering outstanding levels of service and I am delighted that you are happy with your Muscle Food experience! I will of course pass your comments on to Sean. If you ever have any questions, just visit our “Contact Us” page on www.musclefood.com. You can also reach us on Twitter and Facebook too! Thanks, Candice Customer Support Manager

Posted 5 years ago

“If i could leave a zero I would. The food is amazing, I cannot fault it. What I can fault is being charged almost £40 for an order I did not place and having to wait 24hrs for a response to each email! The very 'helpful' Eloise pretty much sends the same reply each time 'this was placed in your basket'- this is not helpful and the fact it was not included in my order confirmation email and coming out as a separate payment on a separate date means I did not order it! I didn't even have my bank cards on me the date this order was 'placed. There is also no way to remove your card details on the website other than replace them. Absolutely useless customer service”

Helpful Report

Posted 5 years ago

Hi Emily, Thank you very much for taking the time out to review us. I am really sorry to hear about the issues you have encountered with the delivery of the order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can personally investigate and resolve this for you. Your support means a lot to us and I would hate for you to remain unhappy. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Musclefood neglected to ship the 2nd box in my delivery(the one that didnt ship of course with all of the meat in, the other which I received contained soft drinks), and their opening gambit was to blame the courier, Yodel (with whom I had already confirmed that they hadn't received the 2nd box from musclefoods), saying that the courier had lost my order in transit. Their go to response was to offer to reship the order. It's a box of food. It's not a letter. If it's with the courier, get the courier to find and deliver it. Don't throw the courier under the bus. Also if you reship the order surely I'll get a second order for free assuming the original order is out there somewhere and is found and delivered. I asked for a phone call, they have my number but clearly would rather hide behind emails letting their SLA clock tick down than having a phone number where they can be contacted immediately. Musclefood, your meat is great and the price is right but the moment something goes wrong your customer service to fix any problems is terribly disappointing.”

Helpful Report

Posted 5 years ago

HI George, Thank you for taking the time out to leave a review. I am so sorry to hear about the experience you have encountered with the delivery of the order. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice' so we can arrange the best time for me to call you. I am keen to investigate and resolve this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Not impressed! Couldn’t actually believe how little there was for the price I’d paid when I opened the box! Disappointing would be an understatement!”

Helpful Report

Posted 5 years ago

HI Laura, Thank you for taking the time out to leave a review. I am so sorry to hear about the disappointment with your order. We do advertise on the website all weights and quantities and this is also confirmed back in the confirmation email. Please may I ask you to contact me directly on support@musclefood.com marked 'FAO Candice' so I can investigate and resolve this for you. Thank you, Candice Customer Support Manager

Posted 5 years ago

“3 stars as one service is great, the other very bad: - Buying meat is very cheap, and quality is pretty strong. I usually buy a hamper of meat that lasts a few months (putting all the food in the freezer) - The weekly "do the unthinkable" is very bad for several reasons: the amount of plastic is dreadful. The fact that they will send you a new box every week, just because they hid somewhere that it was not a one time buy, but a suscription (thank god I check my emails in my spams, otherwise, would have been charged a high amount of money). And the fact that on the package, it said the food was good until August 2020, but it was definitely not good anymore after just a week. So I only recommend Muscle food for their meat, not the weekly food do the unthinkable bit.”

Helpful Report

Posted 5 years ago

Hi Pierre, Thank you for taking the time out to leave a review. I am very sorry to hear about the issues you have encountered with the Do The Unthinkable plan. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice' as I would really like to discuss this with you and ensure the issues are resolved. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“This is an update on my review, as 'Candice' posted and asked me to email directly. I doubt the existence of 'Candice', suspecting it is just a name that allows the support bot to identify the review site. (Trustpilot uses 'Becka'). I did email 'Candice' directly, but received automated replies from Joe and Kayley, simply thanking me for contacting them! No mention of the issues in the review. So emailing 'Candice' directly will not help you, save to satisfy you that, if 'Candice' exists, she is as useless at her job as the others at Musclefood.”

Helpful Report

Posted 5 years ago

HI Sandy, Thank you for updating your review. I am so sorry to hear about this. The system shows this was picked up by a new member of staff instead of being passed on to myself to resolve. Rest assured this will be followed up so this does not happen again, In the meantime, I have sent another email requesting the best time to call you so this can be resolved. Please let me know and I will call you so we can get this sorted. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Ordered the 3 day meal package which was good and happy for what I paid, however this week I get charged £74.99 for a six day meal plan. I haven’t subscribed or authorised this at all, what the hell muscle food. How can you charge me for something I haven’t even ordered ??? Courier came to deliver it today and I said send it back as I haven’t ordered it and he said no and dumped it on the drive then promptly drove off. Had no response to emails and for some reason you they have no contact phone number. Appalling service and feel cheated out of my money.”

Helpful Report

Posted 5 years ago

Hi Gareth, Thank you for taking the time out to leave a review. I am so sorry to hear about the confusion with the recurring order. I have checked and I can see my colleague did respond to your email on 05/03 however, I am so sorry if this has been missed. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can get this resolved for you personally. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“First order was great, all arrived on time and great quality. 2nd order. 4 free hampers are missing. Wouldn't have ordered if it hadn't been for the free hampers. Wife has e-mailed customer services 3 times, really frustrating we have had absolutely no reply. Such a shame as 1st order was good, needless to say if we don't get the rest we won't be using again. Maybe this is the scam to get you hooked into ordering, make the 1st order good. Wish we had read reviews here before ordering”

Helpful Report

Posted 5 years ago

Hi Nathan, 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 delivery of your order. I have checked the support system and I am unable to find a ticket from yourself with the email address provided on this review. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice'. I would really like to promptly resolve this for you. Once again, sorry! Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I placed my 1st ever order on-line with musclefood, I ordered the "seeing double hamper" for £1 extra. I only received half my order so I contacted support and they said because I used an offer code I wouldn't get the extra hamper for £1 however this wasn't made clear and there was no notification of this. Naturally had I know this to be the case I would have built a different order and instead have only received £30 worth of an order instead of the £80 order that I placed. This needs to be made much clearer as I would have simply built a different order If I knew this was the case, I didn't see this stated at all anywhere meaning it simply isn't clear enough and yet another example of an advertised offer that isn't what it seems, could I have director name/names please and head office address as I will be instructing the small claims court to recover the cost's of this based on my time and the loss of product due to not being made clear. James”

Helpful Report

Posted 5 years ago

Hi James, 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 seeing double hamper. We do advise on the website below the discount code box that only one code can be used be used per order. The discount code and ordered items are then confirmed however, I am sorry for any confusion. I would really like to get this resolved for you. My colleague who you have been dealing with will email you back before the end of the day with an offer to reship the other hampers. If you would like to discuss this with me directly, please feel free to contact me support@musclefood.com marked 'FAO Candice'. I will always do my best to support where I can. Kind regards, Candice Support Support Manager

Posted 5 years ago

“Poor experience with musclefood, I placed an order on-line for the "seeing double deal" for £1 extra, so naturally I opted for this deal. at Checkout I had a discount code that I used. The food arrived but with only half the order, I emailed support and they said because I used a discount code I wouldn't get the extra hamper for £1, this wasn't at all clear and as a result I lost out on £50 worth of food, as had this been explained to be I would have built an alternative order to get the most from the £80 order instead of effectively losing a full hamper. I am still communicating with support but they are refusing to help or acknowledge any fault. I feel that strongly about this I will be obtaining director details and address to initiate a small claim if this isn't resolved in the next few days. Disappointed !”

Helpful Report

Posted 5 years ago

Hi James, 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 seeing double hamper. We do advise on the website below the discount code box that only one code can be used be used per order. The discount code and ordered items are then confirmed however, I am sorry for any confusion. I would really like to get this resolved for you. My colleague who you have been dealing with will email you back before the end of the day with an offer to reship the other hampers. If you would like to discuss this with me directly, please feel free to contact me support@musclefood.com marked 'FAO Candice'. I will always do my best to support where I can. Kind regards, Candice Support Support Manager

Posted 5 years ago

“ok now i remember why i stoped using these sly organisation... so I made an order for one week meals, which are very average tasting, and a week later I get an email that another one is on the way and i will be charged. at no pint did I subscribe!! BE AWARE!”

Helpful Report

Posted 5 years ago

Hi Maks, Thank you for taking out the time to leave a review. I am so sorry to hear about the confusion with the recurring order. We do advertise this would be a 2 weekly recurring order on the deal page and also included this in the confirmation emails. We do also advise this can be removed from your basket at any time for this to be cancelled. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so we can discuss this further. I would hate for you to remain disappointed. Kind regards, Candice Customer Support Manager.

Posted 5 years ago

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