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

“Contaminated, my food turned up all packaging split during the covid 19 pandemic a large meat order that had to go directly in the bin, the whole box was covered in chicken juice, when trying to get in contacted received a automatic message with no help or contact details which i asked for, i still have had no refund even after ringing several times, this is now the 3rd order over a long period of time that has been the same. Dont waste your money unless you want covid or food poisoning”

Helpful Report

Posted 5 years ago

Hi Tye, 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 damaged items. The system shows you have an ongoing conversation with one of my colleagues John. This has been assigned to me so please may I ask for you to reply so I can pick this up for you. I have some alternative options to offer. Your continued support and loyalty mean so much to us and I would hate your to remain unhappy. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Recieved my first order today food was missing ie spicy chicken on skewers orange chocolate bar. Southern fried chicken energy ball. The portions are minuscule and would not even fill a quarter of my freezer. I have never ever seen such small sausages in my life. The hampers definatly do not look anything like the pictures you put up. I am very dissapointed with this delivery. E.mail sent and received no reply so far. Will be cancelling my next order .such a shame as the chicken breast look amazing. Also waited in all day for delivery as wasnt told the 2 hour slot time as promised . Also feel its ridiculous that there is no contact number to deal with customer complaints and all we can do is write e.mails and reviews and get no response. Shame on you especially during these times”

Helpful Report

Posted 5 years ago

Hi Linda, 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 system shows that you have some correspondence with one of my colleagues and she is awaiting your response. I have now assigned this to myself so please reply and this will come directly through to me. I am keen to get this resolved for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“The food advertised is not what you recieve. AVOID”

Helpful Report

Posted 5 years ago

Hi, Thank you very much for taking the time out to leave a review. I am so sorry to hear you were disappointed with the order. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice' as I would like to look into and resolve this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Order a double hamper just before lock down 23rd March..received delivery today. To say I’m disappointed is a complete understatement, portions that wouldn’t satisfy a mouse and ridiculous prices. I feel that muscle food have taken complete advantage of the Covid-19 situation and the images that are being shown are a complete misrepresentation of the meat that is actually sent. I feel completely taken advantage, I’ve paid £60 and not even half filled a drawer of my freezer. I could have filled 3 drawers with £60 from my local butcher..completely disgusted.”

Helpful Report

Posted 5 years ago

Hi, Thank you for taking a time out to leave a review. I am so sorry to hear you have been left disappointed with your order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can ensure this is resolved for you. Kind regards, Candice Customer Happiness Manager

Posted 5 years ago

“Bought the best hamper costing £65. Omg, I didn't know whether to laugh or cry when I saw the meat. Tiny portions, meat missing. The sausages were so tiny, it's a complete joke. I've messaged customer service, waiting for response. Please don't waste your money.”

Helpful Report

Posted 5 years ago

Hi Adam, Thank you for getting in touch. I am so sorry to hear about this. On the website we do advertise all quantities and weights however, I am sorry if you have been left disappointed. I can see one of my colleagues have replied to you. I have assigned this to myself so I can respond to you directly once you reply. I will endeavour to get this resolved for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I complained unfortunately about my order on the 16 th April. I have still not had a refund issued . It was recieved with most of the ice packs at the bottom of a large bag of meat so two thirds of the meat was thrown immediately as would have been unsafe to eat . I have had extremely poor communication from this company so please don't waste your money on ordering from here”

Helpful Report

Posted 5 years ago

Hi Susie, Thank you for taking the time out to leave a review. I am really sorry to hear about this. The system shows Connor has fully resolved this for you and the refunds have been issued. Rest assured, we are working internally to eliminate this from happening again. If you would like to discuss this with me further, please feel free to contact me directly on support@musclefood.com marked 'FAO Candice'. I am always more than happy to help. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Ordered a double up hamper 27 march. Received today, the amount i got was awful. Definitely not was in the picture and this wouldnt feed us for more than a week. Very very disappointed. I would like someone to contact me about this as this is shocking. I paid £50 and only got around £20 worth of meat. Definitely could have got cheaper somewhere.”

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. Please may I ask you to email me directly on support@musclefood.com marked 'FAO Candice'. I am keen to look into and resolve this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I have to agree the hampers look smaller in reality than they make it look. But more importantly; I received my order before Easter. Several items were missing, 2 low value items were acknowledged in the pack and refunded but a large pork joint was missing. I have emailed, twice now, and no courtesy of anyone contacting me or of my money being refunded, you were every happy and quick to take the money off me 2 weeks before my delivery! We also ordered some vegetables, most of which we have had to throw away in less than 7 days including potatoes and onions that fingers disappeared into the mush when you try to pick them up- clearly not fresh! Very frustrating not having any sort of customer helpline. This isn’t any way to run a business!”

Helpful Report

Posted 5 years ago

Hi Keith and Tracey, Thank you very much 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. The system shows this has been refunded for you by one of my colleagues. He has also passed the feedback over to the relevant department so we can eliminate this from happening again. If you would like to discuss this further, please feel free to contact me directly on support@musclefood.com marked 'FAO Candice'. I am always more than happy to help. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Nothing like the pictures. delivered a day late. small portions not worth the money spent”

Helpful Report

Posted 5 years ago

Hi James, Thank you for your review. I am so sorry to hear you have been left unhappy with your order. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' I would of course like to have your feedback passed on and offer a resolution. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Ordered beginning of Yr and have had 2 payments taken for £4 per month for something I didn't sign up for or even received what u get is nothing like the pics, been told to go on the mfnow logo on there site but there is no logo or anything in the account section so stay clear”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review. I am really sorry to hear about this. Please can I ask you to email me directly on support@musclefood.com marked 'FAO Candice' so I can cancel and refund this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Box turned up split and open food packaging split burger packaging cut opened not comfortable with eating as unsure how long it's been open. Will not order again very disappointing to say the least”

Helpful Report

Posted 5 years ago

Hi Troy, Thank you for taking the time out to leave a review. I am so sorry to hear about the issues with the delivery. The system shows you sent an email and my colleague Javell did reply. He has requested if you would be able to send over some pictures. The only reason we ask is so we can use them when a complaint is raised to the courier. Please may I ask you to respond, we will of course be more than happy to reship this for you. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Received my 1st order today and not impressed for the money spent. I used yourselves as, under the current climate, I thought I would have a hamper from yourselves and stear clear of supermarkets. It bares no resemblance to the picture and the portions are tiny! Certainly not worth the £74.00 paid. Due to this fact, I will not be ordering from you again. Here endeth the lesson!”

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. Please may I ask you to email me on support@musclefood.com marked 'FAO Candice' so I can look into this and provide a resolution. Your continued support and loyalty means so much to us and I would hate for you to remain unhappy. Thank you, Candice Customer Support Manager

Posted 5 years ago

“I ordered the super lean pack which I received on the 15/04/20.On opening the box which is meant to be kept chilled,I was very disappointed.There was no where near as much meat as advertised.Tiny packets of mince and bacon and certainly not enough to fill my freezer.The meat was not cold and it was poorly packed.Slits in the main bag (4)which looked like a knife had been used.One bag with Chicken in was open and all the fillets were in the bottom of the bag along with chicken juice,which had now contaminated the rest of the meat.I put all the meat back in the box which is outside the back of my house,they can come and pick it up as I don’t want it. I emailed Straight away to complain and have been waiting for 2 days for a reply,and nothing.I am currently not earning any money and my husband is a veteran and doesn’t work through ill health.I have 2 children and was hoping this was going to save me money and fill my freezer to feed my family.I am SO MAD as it’s 2 days now and I still haven’t heard anything and I’m £60 out of pocket which is a lot to me right now in this current situation.I really don’t need this right now especially when my husband suffers with mental health.I WANT A REFUND!!!!”

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 with your order. The system shows my colleague Javell has passed this over to the relevant department so we can eliminate this from happening again. He has also issued a full refund for you. If you would like to discuss this further, please feel free to contact me directly on support@musclefood.com marked 'FAO Candice'. I am always more than happy to help. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“Sending food I’ve not order and charging for it... no customer service number to discuss this and no reply to emails”

Helpful Report

Posted 5 years ago

Hi Nicola, Thank you for taking the time out to leave a review. I am so sorry to hear about the issues with this order. The system shows you have been speaking to my colleague Jamie who has offered to refund this for you partially along with some other options. Your account does show that this was placed however, please email me directly on support@musclefood.com and I will ensure this is thoroughly investigated. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“I have sent a query to you with photos I am asking for a full refund It was all bundled together in a plastic bag a huge amount of produce in one bag and all the ice packs were at the bottom . When it was unpacked immediately the meat was warm at the top of the bag . We were disappointed tremendously . The meat would be unsafe to use. It seems like a good service but no care was taken with our packaging so it made product not able to be used safely We received a refund of two thirds of the amount an apology”

Helpful Report

Posted 5 years ago

Hi Susie, Thank you so much for taking the time out to leave a review. I am so sorry to hear about the issues with the packing of your items. I have checked the system and I can see my colleague Connor has passed this over to the packing team so we can eliminate this from happening again. He has also issued a refund in full. If you would like to discuss this with me further, please feel free to contact me directly on support@musclefood.com marked 'FAO Candice'. I am always more than happy to help. Kind regards, Candice Customer Support Manager

Posted 5 years ago

“What a joke!!! Ordered for the first time from Muscle food on Saturday 11/4/20. Spent £60, which is a lot as im currently not working. Got a delivery date for 15/4/20, not overly surprised by that due to current situation. Waited all day for the delivery to arrive or to be contacted by the 'courier'. Not a sausage was forthcoming. At approximately midnight i did eventually get an email from Yodel stating my order had been returned to the supplier. No explination as to why. I have tried to contacted Muscle foods via their email with NO RESPONSE except the usual pre format email. This is not an acceptable why to run a business. We all understand the current situation with Covid-19 which makes it even more important for companies like this to deliver what and when they promise. Due to all this none delivery, etc I find myself without meat and will need to leave my home to get some. Putting myself and my wife who suffers from Crohns disease, at risk. I WANT A FULL REFUND NOW...”

Helpful Report

Posted 5 years ago

Hi Ian, Thank you for your review. We really pride ourselves on delivering outstanding levels of service and I can assure you that your feedback will be taken on board when discussing our courier service. I can advise we are working closely with Yodel to ensure that all issues are resolved and investigated thoroughly. Please may you email me directly at support@musclefood.com with the tagline 'FAO Candice’ and I can be in touch to ensure all issues are fully resolved. Thanks, Candice.

Posted 5 years ago

“Arrived today, two incorrect items sent, I paid £60 for a double hamper. Double it was a joke, I ordered through a link on the Defence Discount Service web site. What I received was nothing like the hamper in their brochure. I have taken a photo of what arrived with a photo of the hampers advertised. There’s quite a difference, I know they will trot out the usual answer that all weights are shown in the brochure. But we all know that shopping is usually done initially with the eyes. Both photos have been sent to DDS and trading standards. Let’s see what happens.”

Helpful Report

Posted 5 years ago

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

Posted 5 years ago

“Ordered an express del parcel to be delivered on the 11/04/20, yodel advised that due to the contents/condition they were unable to deliver. I used the contact us to contact muscle food, received an acknowledgment of the email. I am still waiting for a resolve, no refund and no replacement package and no further contact from muscle food”

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 and unprecedented time as we are experience higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Candice’ and I can be in touch to ensure all issues are fully resolved. Thanks, Candice.

Posted 5 years ago

“Ordered a week ago to get a hamper which had over half the food missing and left out in the sun. Complained immediately and still no reply or number to call back. Food was left in the sun even though we were in. The steak tasted horrible. Very disappointed”

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 and unprecedented time as we are experience higher volumes than usual. Please may you email me directly at support@musclefood.com with the tagline 'FAO Candice’ and I can be in touch to ensure all issues are fully resolved. Thanks, Candice.

Posted 5 years ago

“always answersif emails do people expect food for free! ????? i order £400 lasts family of 5 3 months!”

Helpful Report

Posted 5 years ago

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