The English Grocer Opiniões 

Resposta da The English Grocer

27/12/2022

Thank you very much Sophie! :-)

We did our best on this occasion... Lots of learnings involved in using UPS around Christmas!

I look forward to delivering to you in the New Year :)

Max

Resposta da The English Grocer

Actualizada a 15/12/2022

Hello, unfortunately there is no valid order number attached to this review so I have no way to know who you are? Please reach out to us immediately to confirm your identity so that we can see why this happened and what happened.

This could it be that the items you ordered are no longer in stock in the U.K., or that your refund is being processed for the outstanding items as of the time your order was sent. It could also be that fresh items and frozen items are being sent separately leading up to Christmas.

I do apologise that this next 10 days will be a bit busy leading up to Christmas and that some replies may not be as quick as you would like, but I insist on resolving this for you ASAP.

Max

Update: we have requested your order information be confirmed by Trustpilot. Please can you contact us.

Update: we have not received your order information yet. Please contact us.

Resposta da The English Grocer

10/12/2022

Hello Monika, I'm very sorry once again that we let you down on this occasion.

Since bringing this to my attention I have rectified this for you and made sure that you received the products that were unavailable on your previous order from July in the form of a second delivery.

We have a large catalog of over 6,000 products. Sometimes, a supplier discontinues the product or it remains unavailable for a long period of time. Similar to your local supermarket, there's not a whole lot we can do about this. I have delisted the fresh item that remains unavailable from our catalog and I will try to remain vigilant about this in the future and inform you faster of any potential delays.

As for the discount, you were sent a second parcel which you've now received with the items making up the discount. Finally, I have also issued you a coupon code as a commercial gesture for this confusion. I hope to be more speedy with your order next time, and I hope to change your opinion of my service on your next order :D

Have a lovely weekend,

Max

Resposta da The English Grocer

10/12/2022

Thank you for your feedback, John. Unfortunately, the custom products you've requested from Marks & Spencers are restricted and not available at all M&S locations.

This means we cannot import these on our regular weekly/ bi-monthly shipments. They must be delivered on our special consignments declaring products of animal origin. I apologize for our recent misunderstanding about the product being fresh or tinned, it wasn't obvious as the name "lean ham" is also a fresh product there...

Anyway, as the invoice is not yet been paid by you I will await to hear if you wish to proceed or not with the order. We hope to be able to deliver the taste of home to you again very soon :)

Warm regards,

Max

Resposta da The English Grocer

10/12/2022

Hello Dawn, as a loyal and repeat customer of our service it pains me to have let you down on this occasion. Between a partial delivery or two, it just so happened that there were a few shortages or difficulties between a signature courier package and a missing fresh pie or two! Rest assured, I will do everything in my power to make this up to you :)

- I have implemented some changes since the summer including a dedicated customer success manager available part-time 4-8pm every day! This will ensure all emails are answered by end of the day.

- We have exchanged many emails on the subject, but I wanted to state that we do not stock most of the products listed as we are a catalog-based ordering service. This was a change to our business model which has allowed us to increase the number of products offered to over 6,000 this December vs our competitor's smaller catalogs.

I have followed up with you again by email and I respect your review of our service and decision on this occasion was less than optimal. I look forward to seeing you on one of our next local deliveries.

Warm regards,

Max

Resposta da The English Grocer

15/11/2022

Hello there, I'm just following up on our conversation by phone and email with a public reply.

We received our shipment on Friday 11th November from England to our depot and our team has worked throughout the weekend to dispatch most of the orders. I confirm yours has been queued to dispatch and will be with you this week.

We provide dedicated email & phone customer support on weekdays and provide an automatic reply to confirm we will action your request within 48 hours. As a small company, your satisfaction is our only priority, as without you we wouldn't have any business!

I can only apologize once again for this miscommunication regarding the expected "delivery date" versus the "shipment date". I understand this can be a bit more annoying as it fell on a Friday just before the weekend.

As a reminder, we receive a weekly shipment from England either by transporter or our own fridge-freezer van and we aim to dispatch tracked delivery by hand or by post in the following few days.
Find out more on our operations here: https://englishgrocer.ch/pages/how-it-works

Thank you for your understanding and for having confirmed you were still happy to receive your order.
We hope to make this up to you somehow! :)

Best regards,

Max, The English Grocer