Freee Foods Opiniões 

Resposta da Freee Foods

Actualizada a 31/01/2025

Dear Nicola,

Thank you for sharing your feedback. We’re sorry to hear that the recent change to our brown rice spaghetti has affected your experience. For many years, our gluten free pasta was made by a contractor in Italy, but we’ve recently acquired our own manufacturing facility there. This move allows us greater control over food quality and safety, which is vital for gluten free foods.

We would like to assure you that our new pastas have undergone rigorous testing to maintain the high standards we’re committed to. However, we have been made aware that the texture of certain batches of the Brown Rice Spaghetti have not met our expectations, and we’re currently in the process of making improvements to address this, and are hopeful that you will soon notice positive changes.

We kindly ask that you reach out to our customer service team via the contact form on our website, and a member of our team will be happy to assist you.

Kind Regards,

Freee Foods Team

Resposta da Freee Foods

28/01/2025

Dear Natalia,

Thank you so much for taking the time to share your feedback with us. We truly regret that your experience has led to disappointment, and we completely understand how frustrating this must be for you.

As we’ve previously mentioned, Psocids typically thrive in warm and humid conditions, which are not present in manufacturing environments. For this reason, research has found that they are not present in such settings. Additionally, we conduct thorough examinations of all our products at the end of their shelf life, and to date, we have not found any pests in any of our products. While we cannot speak to conditions outside of our facilities, our records indicate that no single batch of flour has been affected, making it unlikely that this issue originates within our production process.

We’re genuinely sorry however, if our earlier responses gave you the impression that we were dismissing your concerns or accusing you. That was never our intention, and we deeply regret if that’s how it came across. We’ve reached out again in hopes of resolving this matter to your satisfaction.

Once again, we sincerely apologise for any frustration this situation has caused. We take your feedback to heart and are committed to making improvements to ensure a better experience for all our customers moving forward.

Kind regards,

Freee Foods Team

Resposta da Freee Foods

3/01/2025

Dear John,

Thank you for your feedback! We’re glad to hear your flour arrived promptly despite the holiday season. We apologise however, for any confusion caused by the ordering process. To clarify, Freee and Doves Farm are separate websites to distinguish between the gluten free brand (Freee) and the non gluten free brand (Doves Farm) however, both brands are owned by Doves Farm Foods, so all orders are fulfilled directly by Doves Farm Foods. We understand that this may have caused some confusion, and we appreciate your patience as we continue to improve the customer experience. Thank you again for sharing your thoughts!

Kind Regards,

Freee Foods Team

Resposta da Freee Foods

20/12/2024

Dear Rebecca,

Thank you for sharing your experience, and we sincerely understand your frustration. It’s particularly disappointing when you're paying a premium for a product due to dietary needs, only to find it compromised. I can imagine how upsetting this must be, especially as you took the care to decant the flour into a sealed container immediately.

We take hygiene and cleanliness very seriously and to minimise the risk of contamination during the supply chain, all our products are shrink-wrapped before dispatch. However, we understand that this shrink wrapping is typically removed in-store, which may affect the product’s protection once it reaches the shelf. The paper bags we use are standard within the industry and, while sealed, do not fully protect against pest ingress. Based on our inspections, we have not found any evidence of pests such as flour mites or weevils in our products, suggesting that any pests likely entered the flour after it left our facility.

We truly appreciate your feedback, and it will be taken into consideration as we continue to improve
our processes. Thank you again for bringing this matter to our attention.

Kind Regards,

Freee Foods Team

Resposta da Freee Foods

18/12/2024

Thank you for your wonderful feedback! We're so glad to hear that your order arrived early, just as expected, and well-packaged. We take pride in providing great communication, and it's great to know it made a positive impact. We appreciate your support and look forward to serving you again soon!

Resposta da Freee Foods

18/12/2024

Thank you so much for your kind words! We're thrilled to hear that you're always pleased with the quality of our products. We truly appreciate your support and look forward to serving you again soon!

Resposta da Freee Foods

14/11/2024

Dear Chris,

Thank you for sharing your feedback. We truly appreciate your loyalty to Freee Foods over the past two years, and we're genuinely sorry to hear about the issues you've experienced with our pasta since the change in manufacturing. We understand how frustrating this must be, especially when you've relied on our products for so long.

We want to assure you that our new pastas have undergone rigorous testing to maintain the high standards we’re committed to. However, we have been made aware that the texture of certain batches has not met our expectations, and we’ve since made improvements to address this. Unfortunately, because the textural issues have not affected whole batches, it would not be appropriate for us to issue a full recall.

While we regret that this experience has led you to reconsider purchasing from us, please know that we are continuously working to ensure that every product we send out meets the quality our customers expect. We sincerely hope that, in time, you'll see positive changes. If you have any further questions or concerns, please don’t hesitate to reach out to our customer service team.

Kind Regards,

Freee Foods Team

Resposta da Freee Foods

3/10/2024

Dear Chris,

Thank you for taking the time to feedback to us about your experience, and I am sorry to hear your order was poorly packed and damaged as a result.
It is disappointing to hear that we have not met our usual high standards, and a large box was chosen for you order. I will pass this to our supply chain team and I have also reached out to you via email regarding the damaged item.

Thank you again for taking the time to feedback to us, and helping us improve our processes.

Kind Regards,

Freee Foods Team