Pasar Mart UK Opiniões 80

Resposta da Pasar Mart UK

Actualizada a 26/02/2026

Hi Huang Arthur,

We acknowledge your review and we’re sorry this experience did not meet expectations.

To be clear, we have never said this situation was your fault. We have accepted responsibility for resolving it, and we did so by taking action rather than arguing. We also gave you every opportunity to speak with us privately and reach a resolution before replying publicly, so please read our response carefully.

To clarify the full sequence of events, you initially placed a £10 order to the wrong address, which we still dispatched. You then placed a second order to the correct address, which was also sent, but that parcel did not arrive due to Royal Mail delays during the Chinese New Year peak period.

During CNY we processed over 11,000 orders. Across this platform and our other sales channels, the vast majority of customers received their orders and shared positive experiences, which do not reflect the experience you are describing here. This also appears to be your only review on Trustpilot, and it was clear you were intent on leaving negative feedback across multiple platforms while being concerned about receiving the £10 refund. Flagging a review for moderation is a standard Trustpilot process and does not automatically remove reviews. Trustpilot is also not a live chat platform and should not be treated as one once an issue has already been resolved.

However, the main point is this: calling a business a “scam” is a very serious allegation. You may not be satisfied with the service, and we accept criticism of our response times during peak periods, but we strongly reject false accusations. That is why we are replying with the full picture.

At the same time, one of our customer service staff was unexpectedly hospitalised, not on holiday leave as stated. This was outside of our control and did impact response times during an extremely high-volume period.

The refund for the affected order has been completed, and an additional parcel was sent in good faith before Royal Mail confirmed the loss. We did everything possible to resolve your issue, despite the operational pressures during CNY.

We also want to be transparent that we have no intention of removing genuine negative reviews, which is why you will occasionally see two or three critical reviews among thousands of positive ones. Constructive feedback is welcome. False claims calling us a scam are not.

We accept the criticism regarding coverage and management during peak periods and have taken this feedback onboard. As a business aiming to be the best Malaysian food company in the UK, we are grateful to the many customers who have supported us and helped us grow to where we are today.

We will continue striving to ensure every customer receives the best service possible, no matter how tough it gets on our end. For transparency, customers are welcome to see our packing process and the team behind it on our social media channels.

Happy Chinese New Year from Pasar Mart UK and we always will strive to be the best Malaysian Food store in the UK.

Resposta da Pasar Mart UK

1/01/2026

Thank you so much for your kind words. We’re really happy to hear you enjoyed the service and that the Malaysian pastes brought a bit of home to you. The rojak paste is definitely a favourite here too.

So glad your friend liked the Oriental kopi powder and kaya. Durian kopi sounds very power, we love that idea 🤭 we’ll definitely keep it in mind and see what we can do with Oriental in future.

Really appreciate you taking the time to leave this review. Terima kasih banyak and hope to serve you again soon.

Best regards,
Pasar Mart UK

Resposta da Pasar Mart UK

1/01/2026

Thank you so much for the kind feedback. We’re really glad to hear Clifford and the team were able to help and sort out the swaps smoothly when items were out of stock. We always want to make sure you still get something you’re happy with.

Really appreciate you taking the time to leave this review and support us. Hope to serve you again soon!

Best regards,
Pasar Mart UK

Resposta da Pasar Mart UK

1/01/2026

Thank you so much for the lovely review. We’re really happy to hear you enjoyed the quality of the food and that the service met your expectations too. Sorry again about the delivery issue, but we’re glad our team was able to sort it out quickly and get a replacement arranged for you.

Your kind words truly mean a lot to us and we really appreciate your understanding and support. Hope to serve you again very soon.

Best regards,
Pasar Mart UK

Resposta da Pasar Mart UK

1/01/2026

Thank you so much for sharing this. We’re really glad you reached out and that we could step in quickly to sort things out. Making sure you still received your order in time was important to us, especially around Christmas.

We’re happy to hear the replacement and 24 hour tracked delivery did the trick, and that you were pleased with the after sales support. Really appreciate your understanding and kind words, and we’d love to serve you again anytime.

Resposta da Pasar Mart UK

1/01/2026

Thank you so much for your kind and understanding review. We really appreciate your patience during the busy Christmas period and we’re glad we could resolve the issue quickly for you.

It means a lot to hear you’re happy with the service, and we truly look forward to serving you again in the future.

Best regards,
Pasar Mart UK

Resposta da Pasar Mart UK

1/01/2026

Hi there,

Thank you so much for the update and for giving us the chance to sort things out. We’re really glad everything has now been resolved and that James was able to speak with you directly and get it sorted quickly.

We truly appreciate your support since 2024 and your kind understanding. No worries at all, these things happen, and we’re always here to help. Thank you again for sticking with us and for the lovely words.

Best regards,
Pasar Mart UK