Extremely disappointing customer service and melted chocolates
I ordered chocolate buttons from British Food Supplies in the USA as a gift for my autistic nephew, who particularly loves them.
Unfortunately, when they arrived, the chocolates had completely melted and arrived as one solid block, making them unusable.
I contacted British Food Supplies hoping they would offer a reasonable solution, particularly given that the products had arrived in an unacceptable condition. Instead, my request for a refund or replacement was refused, with the company referring me to their policy regarding heat damage.
I have since looked carefully at their website and can see a “Shipping & Product Care Policy” which discusses melted products and thermal shipping. However, the company told me that a warning appears at checkout. Having gone through the ordering process myself, I have concerns about how prominently this information is actually presented to customers before they complete their purchase.
What has disappointed me most is not simply that the chocolates melted. I appreciate that shipping chocolate during hot weather carries a risk. It is the attitude of customer service and complete unwillingness to find any reasonable solution that has left me so unhappy.
I have previously dealt with American companies and have generally found their customer service to be excellent, so this experience was particularly disappointing.
I would strongly recommend that anyone ordering chocolate carefully checks the company’s policies regarding heat damage and thermal shipping before placing an order, as it appears that the risk ultimately falls entirely on the customer.
Sadly, I won’t be ordering from British Food Supplies again.
Overall store experience was good with prompt shipping.
Thank you so much for your kind feedback! We’re glad to hear you had a good overall shopping experience and that your order arrived promptly. We truly appreciate your support and look forward to serving you again soon! 🇬🇧❤️
Very happy with the shipping. Coming from MA to WA, east to west, the chocolate is not ruined, year-round. Excellent packing.
Thank you so much for your wonderful feedback! We’re thrilled to hear that your chocolate arrived safely and in excellent condition all the way from Massachusetts to Washington. 🍫📦 We take great care with our packaging, especially for temperature-sensitive products, and it’s fantastic to know it arrived just as it should. We truly appreciate your support! 🇬🇧❤️
Good selection of fine items and prompt delivery.
Thank you so much for your kind feedback! We’re delighted to hear you enjoyed our selection and that your order arrived promptly. We truly appreciate your support and look forward to serving you again soon! 🇬🇧❤️
Love this online store. Everything is so well packed and always arrives in a timely manner. Their on line ordering is super easy
Thank you so much for your wonderful feedback! We’re thrilled to hear that you love our online store and find our ordering process easy and convenient. We’re also glad your orders consistently arrive well packed and on time. We truly appreciate your support and look forward to serving you again! 🇬🇧❤️
Excellent access website clear & easy to use
Thank you so much for your kind feedback! We’re delighted to hear you found our website clear and easy to use. We truly appreciate your support and hope you enjoy shopping with British Food Supplies again soon! 🇬🇧❤️
Great quick service
Thank you for your lovely feedback! 😊📦
We're so glad to hear you were happy with our quick service! We strive to make every order smooth and hassle-free.
Thank you for choosing British Food Supplies. We truly appreciate your support! 🇬🇧❤️
Easy and convenient
Thank you for your kind feedback! 😊
We're so glad to hear you found shopping with us easy and convenient! We strive to make finding and ordering your favorite British products as simple as possible.
Thank you for choosing British Food Supplies. We truly appreciate your support! 🇬🇧❤️
Quick delivery and easy order.
Thank you for your kind feedback! 😊📦
We're so glad to hear you found ordering easy and your delivery was quick! We strive to make every shopping experience smooth and hassle-free.
Thank you for choosing British Food Supplies. We truly appreciate your support!
So easy to find and order items.
Thank you for your kind feedback! 😊
We're so glad to hear you found it easy to browse, find, and order your favorite British products! We strive to make shopping with British Food Supplies as simple and convenient as possible.
Thank you for choosing us. We truly appreciate your support and look forward to serving you again soon!
The currier delivered the chocolates in a melted state, other than that we were delighted to receive these treats.
Thank you for your feedback! 😊🍫
We're delighted to hear you were happy to receive these treats, though we're sorry the chocolates arrived melted. Warm-weather shipping can be challenging for chocolate, and we understand how disappointing it is to receive them in that condition.
We truly appreciate your understanding and hope your next order arrives in perfect condition!
Thank you for choosing British Food Supplies. ❤️
Great delivery time!
Thank you for your kind feedback! 😊📦
We're so glad to hear you were happy with the delivery time! We strive to get your British favorites to you as quickly as possible.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
Have recently been trying new foods from other countries...Everything here in the stupid U.S. has so many chemicals now...This company sells wonderful products from England...Their products are always in stock & shipping is fast...it's fairly expensive to ship, but still feel it's worth it...Try this company out...You'll love their items...
Thank you for such a wonderful and detailed review! 😊
We're delighted to hear you've been enjoying discovering new foods from around the world and that you've found some wonderful favorites from England with us. We're especially glad you appreciate our product selection, availability, and fast shipping.
We understand that international shipping can add to the overall cost, so we're truly grateful that you still feel it's worth it. Thank you for your recommendation and for encouraging others to give us a try!
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to bringing you more British favorites! ❤️
Some of the prices are a little high, so I try to shop at my local grocery store for some of the products
Thank you for sharing your honest feedback! 😊
We completely understand that pricing is an important consideration, and we appreciate you choosing to shop with us when you're looking for those special British favorites that can be harder to find locally. We also recommend keeping an eye out for our sales and special offers for opportunities to save.
Thank you for choosing British Food Supplies. We truly appreciate your support!
Love that you put the expiration date on your website
Thank you for your wonderful feedback! 😊
We're so glad you appreciate having the expiration date clearly listed on our website! We believe providing that information helps our customers shop with confidence and make informed choices.
Thank you for choosing British Food Supplies. We truly appreciate your support!
British Food Supplies are a go-to store for me. Great products, fair prices, excellent service. 'Favorite' this store, today!
Thank you for such wonderful feedback! 😊
We're absolutely delighted to be one of your go-to stores! Knowing you love our products, fair prices, and service means so much to our team. And we'll gladly take that 'Favorite' status! ⭐
Thank you for your continued support and for choosing British Food Supplies. We look forward to serving you again and again!
British Food Supplies stands by their products. I would have rated them 5 stars except that I received an order recently where the tea I received was the new version and not the one displayed on the website with the old date. I was so upset but they refunded my money and had me return the product, so I'm satisified.
Note that I did read reviews previously on this store and many complain that some items are out of date. The only items I ever rec'd that were out of date were those that were on sale--such as chocolates. To me that is to be expected; that's why it is on sale. Also, most chocolate never really expires. I would definitely order from them again.
Thank you for taking the time to share such detailed and honest feedback. 😊
We're truly sorry for the disappointment caused by receiving a newer version of the tea than the one pictured on our website. We completely understand how frustrating that must have been, especially when you were expecting the version shown. We're glad our team was able to make things right with a refund and return.
We greatly appreciate your kind words about standing behind our products and your willingness to order from us again. Your feedback is valuable to us, and we'll continue working to make sure our product information and customer experience meet your expectations.
Thank you for choosing British Food Supplies and for giving us the opportunity to serve you again.
Easy to order and timely delivery.
Thank you for your kind feedback! 😊
We're so glad to hear you found ordering easy and your delivery arrived on time. We strive to make every shopping experience smooth and hassle-free.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
SHOPPING, ORDERING AND DELIVERY IS SO EASY!!!
Thank you for your wonderful feedback! 😊
We're so happy to hear that shopping, ordering, and delivery were all so easy! We strive to make every part of your experience simple and hassle-free.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
Some of these items I haven’t made yet but intend to very soon. I like the way my items were packed and shipped. Some items I was concerned about getting wet if delivered on a rainy day were wrapped in bubble wrap and had no chance of getting wet even in a downpour. I will be ordering again from British Food Supply in the near future. 👍👍
Thank you for such a thoughtful review! 😊
We're delighted to hear you were pleased with how carefully your order was packed and shipped. We take extra care to protect items from the elements, so it's wonderful to know the bubble wrap gave you peace of mind—even on a rainy delivery day! 🌧️📦
We hope you enjoy making the items you haven't tried yet, and we're thrilled to hear you'll be ordering from British Food Supplies again soon. Thank you for your trust and support! 👍
Such a great variety! Love shopping here. Fair prices and shipping!
Thank you for your wonderful feedback! 😊
We're so happy to hear you love the variety we offer and enjoy shopping with us! It's great to know you're pleased with our fair prices and shipping as well. We truly appreciate your support and are delighted to be your go-to for British favorites.
Thank you for choosing British Food Supplies. We look forward to serving you again soon!
Shopping on this website was easy and shipping charges were reasonable too.
Thank you for your wonderful feedback! 😊
We're so happy to hear you found our website easy to shop and were pleased with our reasonable shipping charges. We strive to make every shopping experience simple, convenient, and enjoyable.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
Everything was packaged perfectly (to allow for no melting) and delivery was quick!
Thank you for your wonderful feedback! 😊
We're so happy to hear your order arrived perfectly packaged and that everything stayed protected from melting! It's wonderful to know our careful packing and quick delivery made a difference.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
Fast shipping
Thank you for your wonderful feedback! 😊
We're so happy to hear your order arrived quickly! Providing fast and reliable shipping is something we take great pride in, and we're delighted you had a great experience.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
Easy to order, quick delivery.
Thank you for your wonderful feedback! 😊
We're so happy to hear you found ordering easy and that your delivery arrived quickly! We strive to make every shopping experience smooth, convenient, and reliable.
Thank you for choosing British Food Supplies. We truly appreciate your support and look forward to serving you again soon!
