Extremely disappointing customer service. Many items arrived damaged.
Their customer service blamed DPD when the parcel was really poorly packed in the first place, with heavy items on top of lighter ones, a box too large for it's content, and no mention that the parcel was fragile and perishable on the outside of the box.
Naturally, I threw in the bin the leaking boxes of soups and inedible broken biscuits and soaking wet Cantal cheese. I then proceeded to contact their customer service to ask for a refund. The day after, they responded to inform me that to receive a refund, I would have to send back the damaged items.
I am not in the mood to dig through my bin, and pack leading boxed of soup and biscuits crumbs in plastic bags to avoid causing a mess to DPD drivers. After this, they've asked for more pictures, but the items are now in the building communal bin and for basic hygiene and health and safety reasons, it is not reasonable to ask me to find which bin bag was mine, open it, and locate the products. So I guess all I can do is strongly recommend AGAINST this shop and its extremely poor customer service.
(FrenchClick takes ages to deliver but at least, the food from there arrives in decent conditions.)
Update: contrary to what their response says, they did not offer to send any replacement in their original email.
Update 2: to send replacement, they want me to ship them the damaged items, ie they're asking me to book a DPD delivery for a bin bag. I cannot believe it. Especially since I already put the bin bag in the building communal bin.
Update 3: After calling me 3 times in 6 minutes and sending me one email, which I responded to, they're still refusing to find a solution. I informed them that the Consumer Rights Act 2015 says that services must be provided with reasonable care and skill, and in my opinion, they did not use reasonable care and skill when they provided this service. This is unfortunate, but to ensure this doesn't happen to someone else after me, I reported the business to Trading Standards. read more