“I just want to echo what every one else has said. I placed an order before lockdown only received part of it and have had no communication to emails and have not been refunded. I think its wrong to take our money before sending the goods out.
I feel so sorry for people who have lost more money than me.
What a shame i thought I had found a genuine company selling good products.”
“Another £250 giveaway for good feedback. Trustpilot should shut this down it is totally misleading people who wouldn’t know what is going on. What a con. I’ll never trust feedback on Trustpilot again!”
“This company sells products that it does not yet have in stock. You then have to then wait ages for it. There was no communication whatsoever when i asked (weeks later) where my item was. Luckily i bought through ebay and through a complaint to ebay got a refund. From reading the number of other similar reviews on Trustpilot it seems to be an ongoing issue. Just because they say it is 'in stock' doesn't mean it is. Avoid at all costs. There are other companies out there that don't treat their customers with contempt.”
“Greedy company, trying to take advantage of people bulk buying at the beginning of the pandemic. They knew they didn't have enough stock, but still they took people's money. They then cut off all forms of communication and ignored emails. The only communication from them was a generic email that was just a list of excuses as to why the orders had not been fulfilled and money had not been refunded.
Now they are literally paying customers to write them a good review, by offering a £250 voucher for the best review each week, and each week they ask you to review on a different site. Last week it was Trustpilot, this week reviews.io. Absolute scam artists, do not be fooled.”
“I think they're deliberately cheating for money.
I ordered a bag of 25k soay beans with a couple of small items to make just under 30kg. They only delivered the small items and refunded me for the soya beans. I ended up paying 3.49 for the couple of things I can get anywhere everywhere. AND, shockingly, they do have the soya beans I ordered in stock on their website! Obviously it's a trick for them to sell the usual stuff at a higher price and they also get income from delivery payment.
Absolutely cheater!!! They should be punished!!”
“Absolutely shocking customer service, was completely fine with the fact they couldn’t fulfil my order and I would be receiving a part refund of £50 no complaints with that....however to not respond to any form of communications for 5 weeks and not issue a refund I do have a problem with. Completely ignore their customers no apologies made for the inconvenience caused. Absolutely shocking company do not use.”
“I placed the order on 15th of March number: 91259. Received only part of the order with few damaged items, spilled all over the box. After over 30 days, sending multiple e-mails I still did not get response or refund for over £90.”
“I too have had a shocking experience with this company and I feel for the other customers who have also had similar experiences. Only half my order arrived with no tracking number and no list of what was supposed to be delivered. When I opened the Parcel two of the pasta sauce lids were popped so we couldn’t use them. Over £50 pounds of my order never arrived. I have contacted them numerous times and no response which is just totally unprofessional. No one picks up the phone and you can only email them. The ironic thing is the owner had won a business award in the past which is unbelievable when you think about how they are choosing to treat customers. I hope everyone who has been impacted by this company get the resolution they need. Stay safe everyone”
“If you don't it, you cannot sell it! That should be the way we conduct business, but not with Superfood. They sell it by the bucket load and then sell some more. Then sit on your money while fobbing you off with poor excuses, then message you to give a generic list of excuses as to why they cannot supply the goods. This is followed by a refund notification, this took a further two weeks to show up in my bank. I know its tough out there, but lies and poor business practice are not the way forward.”
“Awful experience with this company. I waited patiently, and haven't complained or contacted them, just watched the saga unfold. My experience is much along the lines as others here. Unprofessional in their generic emails and their behaviour on social media. I wouldn't recommend this company. I received part of my order only and a partial refund. No email to tell me why this was the case, or what was coming and not coming. I didn't know what to expect until it turned up three weeks later. They took payment straight away, so I had to wait to try and source food from elsewhere. People get paid once a month, if at all in this pandemic, and so this was really not on. Their email stated that they were redirecting their goods to key workers, the vulnerable and charities, therefore not honouring the orders that were already placed. I think this is all made up. I am a front line keyworker, and I was buying for myself and elderly parents and inlaws. At no point was I asked about this, nor do I suspect anyone else was, so how would they know who to direct their stock to. Also they say do not contact them with reasons to jump the order queue, as it is a first come first served basis. So how did people jump the queue and why did people not get what the website allowed them to purchase? Batch emails to customers quoting what other customers have been communicating to them is inappropriate and unprofessional, especially when derogatory. They delete enquiries on social media from people asking what is happening to their orders and paint a picture that everything is rosy. If they were inundated, then their website was at fault, but never did they acknowledge this. They obviously sell items then purchase to send on. They don't have the stock in that they list on the website. This caused no end of trouble for them, and then they had the cheek to say they were prioritising that stock that was already purchased to customers to key workers and so on. Reimbursing people three weeks later is really not on. They should have let people know what was happening and cancelled the orders and returned money asap. Instead, they decided to send out unprofessional batch emails, not update customers on their particular orders, sell goods they didn't actually have in stock, reimburse people 3 weeks down the line and try and cover things up on social media. It beggars belief! And to add insult to injury their items are overpriced and can be bought in the supermarkets for less. Don't even bother with this company. Use another that values your money and won't hold onto it for excessive amounts of time before delivering.”
“Waited patiently for over a month and sent multiple emails stating that I understand the delay due to the situation however would like an update on my order, I even informed I would wait as a refund after a month would be unacceptable. Got many generic messages back to suddenly receive a message saying that they refunded my order which as well was generic but still no response to my earlier messages. This company is unprofessional and the way they are dealing with their customers is unacceptable. WOULD NOT ORDER FROM THEM AGAIN OR RECOMMEND!! TBH 0 STARS!!”
“I wish I could give them zero stars.
I made an order, it was accepted, they took payment, they gave me a Royal Mail tracking number. Confirmation email, everything.
Two weeks later, nothing.
Then came a refund, with no email cancellation. Then they argued with me on Twitter about how they did nothing wrong.
Strong recommendation to avoid.”
“Vulnerable customer ordered items 3 items in bulk, payment accepted. Made contact with the Superfood after not receiving items over two weeks (very patient). Was promised that items would be sent out as a priority- to be refunded 03/04 with no explanation. I am vulnerable and shielding and live with a child with complex needs. I am never rude and always show common courtesy. On this occasion,
I am absolutely disgusted and appalled. I myself am a front line worker so am rooting for all during this awful pandemic. However misleading customers is totally unacceptable. To take full payment, for over a fortnight, advertise those products were in stock is very misleading, then to send me a personal message promising that items would be sent out as a priority! We were relying on those items as we shielding. I am sorry for all that trusted your company and missed out on buying from reputable, trustworthy businesses who had available stock.”
“Placed an order over 2 weeks ago for one bag of pasta. Have not been able to get in touch and only received passive aggressive generic emails. Received a refund today unexpectedly after not receiving the order, no email to explain or anything. I would understand if I had ordered lots and lots, but it was one bag of pasta to keep my family going. I understand that they've been under pressure but it's not OK to not inform people what's going on, keep money for ages then refund with no explanation. Would not recommend and definitely won't use again.”
“I'm classed as an extremely vulnerable person for medical reasons during the Covid-19 pandemic. I ordered one bag of flour (16kg) and one packet of yeast to keep me going during my 12 week confinement. This was 2 weeks ago before their site was closed due to their mismanagement of their website and ordering process (It's easy to monitor and limit web orders in real-time and to have checks in place).
I gave them some time and sympathised with their vast number of orders at first. I then received an update email from them which was extremely unprofessional, talking about the abuse they have received from others and threatening police action - publicly! Get a grip - you don't start moaning about it, particularly when you stand to profit massively from the huge number of orders you were getting.
I sent a number of tweets, facebook messages and emails - no reply until I tried again today. To my shock, I got a generic email CANCELLING my order with no valid reason. They helpfully said:
"We have refunded your order in full. Leaving you free to repurchase should you wish to do so.
I hope my response here has gone some way to restoring your faith in us and that you will not be inclined to leave a negative feedback rating."
Really? With rubbish customer service like that, I'm more inclined to find every review site I can and tell others of their poor management/customer service.
Now 2 weeks later and no chance of getting an online delivery anywhere else, I'm stuck and will just have to rely on the government food parcels.
Tip to Superfood Market - give up, shut down and do something else as this clearly isn't your forte!”
“I placed a medium sized order on 17th March - money was taken from my credit card at point of purchase - I received a Royal Mail tracking ID on the 18th - this ID is still not recognized by Parcelforce over two weeks later.
First generic email said that orders placed on 15th/16th were being dispatched and that they were working though 75000 orders so I assumed that orders on 17th would follow shortly.
In the 2 weeks plus since I placed the order I have since received 2 more generic emails which provide no more details - in desperation i attempted to contact them to ascertain the status - another generic email.
I cannot understand why they continued to accept orders and take payment when the company would have clearly known there was no way for the company to fulfill such orders.
Given the lack of response / updates looks like it'll be a Section 75 claim against the credit card.”
“Total shambles - awful customer service
Placed an order 2 weeks ago, took my money immediately. I received a message to say my order was being picked, but due to demand, may take a little longer. No issue I thought! It’s a busy time etc
2 weeks later an email saying that they couldn’t send my order as it was “too close to Best Before date, or the packing was damaged” and I can’t reorder (I’m a key worker which they say they’re prioritising - but can’t re order)
Why not just say - “we’ve over committed ourselves” rather than making up utter RUBBISH! Don’t bother ordering - they’ll take your money super quick and nothing arrives.......”
“Absolutely ridiculous! Put an order in almost two weeks ago, a few days later I received an email to tell me it was being picked and packed, now 10 days later they tell me they’ve run out of stock and won’t be delivering, despite before this having a tracking number assigned for said item. I was really counting on this order but I’ll never buy with them again and advise you not to either.”
