Restaurant Quality was promised
What was promised was "restaurant quality" meals.
Delivery was through a DPD UNREFRIGERATED Van.
All our meals were WARM. Some meals looked cooked, some were partially cooked and some were a mixture of cooked sitting next to partially cooked (raw in the middle) items.. So this alone made MOST of our meals inedible, with our trust in All the remaining meals broken. Despite this, we tried a couple of meals that appeared OK in spite of them being warm and got food poisoning symptoms, which I know how to deal with and we are now fine.
Banana pancakes with berries did Not resemble the photo on the website at all and boy was it different! The pancakes had no banana in them, they were very dry and stiff, they came with sliced banana and what appeared to be prior frozen raspberries, which had freezer burn, so they looked white-ish thawed, remember everything was warm. Fresh berries are vibrant, these were not and were long past their better days!
Sliced warm banana does not travel well at all, which is what this company decided to send with the stale, dry pancakes.
The freezer bag these meals came in appeared "blue Peter" makeshift style; bubble wrap on the inside (which insulates warmth), the outside covering was a very thin cheap style silver looking foil type layer. These were then placed in a well made box, so again, very insulating of warmth.
The meals came with x2 medium sized freezer gel squares, which were thawed, dripping wet and warm. This was NOT enough for the meals period, as this company depended on delivery being 24-48hours, however, it's likely that DPD could decide to keep your goods another day, deliver in the morning and your hard earned cash goes down the drain!
We ordered two meal plans which seemed to confuse this company, so they combined the orders, not providing enough breakfasts for two people.. You can imagion the rest.
We used the company's website to attain the two phone numbers to try and reach them, along with the "help" email address.
We called the first number, which cuts off immediately, so called the second, getting to leave a message, which we did twice AFTER emailing them immediately after having had took receipt of the meals.
This company did not respond to our emails, nor our phone messages until I got my bank involved!
This company got in touch with me the day after my bank took charge making THEIR own request to this company to get THEIR money back, as the bank had Quickly, efficiently and kindly refunded me.
The company's customer service guy "Michael" was pleasant, however he did try the old gaslighting the client routine, which was shut down. Michael tried comparing our "complaints" to the good reviews the company has.. If in fact they are real and verified as such. He also tried very hard to appear that he cared, which was way too late! We tried to cancel the remaining order on the second day of receipt of the meals, with ZERO response or care from this company.
Despite the fact that we were placed in a very serious situation health wise and the fact that we had to fork out even more money to acquire meals elsewhere, we were NOT offered any compensation other than a refund.
Poor quality control. Poor customer services. Poor legistics.
Our trust with this company is broken and so could never recommend this company, not even if they took my very serious concerns legitimately and made the very necessary changes/ improvements. This company base is in Hull and I can only assume that they might well change their name after this review, so be warned.
I hope they prove me wrong in that they begin to realise the value in having integrity, honor, care for their customers and CARE in quality of end products.