Britishonlinesupermarket Recensioni 

Very good service. Im so glad I found these guys to buy the stuff I cant get here in Spain

We were not very happy in the delay of our delivery but having sent messages we were informed that some of the items we unavailable. Our parcel arrived today very well packed, so all is forgiven! Shall use the service again.

Update 19.06.2021 Yes I understand the concept of customs and regulations, but a competitor of yours is already managing this and guaranteeing no issues with importing from the UK to the EU.. I will order with them in the future unless you can change this aspect. I can’t order something online with no idea if it is going to arrive or not. Perhaps look into this instead of trying to argue with every negative review you have.

Update 16.06.2021 - refund received via PayPal

Update 16.06.2021 Thanks for your response. I have contacted my bank to try and get this resolved, but I must say I’ve never had issues receiving refunds on this card before now. I asked for an alternative way for me to receive the refund and no other option has been provided to me yet. This still doesn’t change the fact that you allowed me to order something that was not available, you should have something on the website to ask where you have to ship to to display any relevant regulations in the receiving country.

Wasn’t the best experience. There were a few issues:
1. I was emailed by the support team 1 week after ordering to say that they were not able to ship more than 5l of liquid and each bottle had to be less than 1l, even though they were advertising 1.5l on the website and I was able to order it. There was no mention of any limits.
2. At this point they asked if I wanted to replace the 1.5l bottles for two smaller ones under 1l, but only up to 5l total. I said yes, you can replace them with the smaller bottles. Then asked when I would get the money back of the ones I couldn’t have.
3. A refund was processed and I received it as an authorization on my credit card 3 times but it never cleared. I contacted support to look into it and they said it was with the technical team. After prompting for more information I have received no response in several weeks.
4. When my package arrived, what was agreed to replace the bottles I couldn’t have was not there (the smaller ones). However I could see on the invoice that those bottles I couldn’t have would be refunded. But I’m still yet to see a refund.

Some positive - what I did receive was in very good condition and very well packaged and secure. It was as described online. I had to pick it up from the customs office in my country but that is nothing for this company to worry about and was pretty straightforward.

I’m just disappointed that I was able to order and pay for things that were obviously not available to ship and now I’m probably not going to see that money again. I won’t be ordering again from here unless something major changes.

Sent to friend who hasn’t been able to get home for a while, she was so pleased to receive lots of goodies.

Excellent choice despite the challenges caused by Brexit. Items arrived on time and well packed. Well done ... you have certainly stolen a march on your competitors in this market!
Hazel Hatswell

I purchased shaving cream for delivery to France. Cost 42 pounds including shipping. The goods did not arrive. Examination of the tracking data shows that they were returned to the vendor. I have not received a refund. You cannot speak to any one when you call.

Order received quickly. Well packaged and everything there. Definitely will be using again to get products delivered to France.

Purchased a online order, was well packed and arrived quickly. Excellent service from start to finish.

Absolutely delighted with this firm. I have been ordering with them since December 2020. Whilst things went slowly at first due to lockdown in the UK and then the great Brexit fiasco, this company has coped admirably. I would use them above any others at the moment as they don't seem to have any problems in delivering to France unlike the company I used to use. Delivery by Collisimo is good. I would recommend this Company without reservation.

Ordered an item available in stock, uk customer , uk delivery, heard nothing for days, I had to chase them up with emails, for them to tell me it’s being refunded and my order cancelled... the ratings of this company are a true reflection of its shoddiness

Update. Your response is totally irrelevant, you are listing and selling stock you don’t have, and to which, you could have refunded it the next hour, I was not made aware. I had to ask you to find out that was the case days later. Upon me asking, You told me quote “ Unfortunately we have had to cancel and refund your order due to the item not being available.” Nothing about your reply below. I was happy to wait 3/4 days or even 10 days. As above, you didn’t have the item. Also, you are asking trustpilot for evidence of my order in an attempt to have the review removed, yet you are here acknowledging my order??? And re your footer, You DO subscribe to trustpilot which is why they’ve asked me to submit eveidence on your request.(they don’t work for free) And my review is exactly a true review of my experience with your company.

Update: Correct. 1 stars from poor companies such as yourself. Perhaps if you spent as much time on stock control and looking after your customers as you do on here trying to right your wrongs, you might have managed a better rating than 3. Which is flattering in itself. Sadly, despite your best efforts, the review remains.

3rd response...
Your response is laughable, let’s just repeat what happened here... I placed an order, you refunded it the next day with out telling me, I chased you up on day 3, for you to tell me you’ve cancelled my order because you can’t get it. Here is your message to me again, as you seem to have forgotten “ Unfortunately we have had to cancel and refund your order due to the item not being available.”
Nice try, Spend your time elsewhere

4th response: I see now you’ve had an adult write the response and deleted all the dribble you previously wrote.

5th response, when dealing with companies like you, no wonder it’s 1 star is it.

Excellent the lady on the telephone is so good and kind I recommend this firm have used them often the team are very good all is done very well nothing is to much trouble so helpfull a BIG thankyou to you all Jane suffolk

Not suitable for personally importing supermarket food from the UK to EU
Specifically for goods ordered into France (EU) this company does not present the prices that you are likely to pay, as you have no idea what that duty might be. That fact is written in the small print of their T&Cs which you are asked to complete a checkbox before making payment.

So for an order valued £86, i received a delivery charge of £30 plus a ransom note from the Douanes of €39 before the goods were handed over.

In my opinion, this is simply unacceptable for a company exporting goods on a daily basis via the Internet.

Oh, and my Water biscuits arrived crushed.

I strongly suggest that you DO NOT consider placing your order with this company post-Brexit.

PS. It is perhaps worth noting that in order to have Trustpilot publish my review, BritishOnlineSupermarket have refused to verify my order until I provided proof of-
Order details,
Customs duties paid by Collissimo
My first and second emails to them complaining about duties and broken biscuits. The second remains unanswered.

Yet, somehow, they still seem to think that I am confusing them with another company.

Companies like Amazon and Marks and Spencer will only ship to customers with transparent pricing including Delivery and Duties Paid - DDP. BOS have also known about Brexit for 3-years, yet have failed to establish a similar pricing model for their customers and hide behind a checkbox for their T&Cs.

I find their message attached to every negative review implying that you cannot trust Trustpilot somewhat disparaging as it implies that I, and many others, have been paid, or otherwise induced into writing a negative review.

This is my first time using British Online Supermarket so I placed a relatively small order as a trial. Everything arrived in good order and I did not pay any customs duty, so bonus. Yes, everything is more expensive than I could buy if I lived in the U.K. but I live in SW France and therefore have to expect to pay more. Much cheaper than buying in France. Will be using again.

Nearly six months since I made an order and I still have not received my goods or any refund. I have never been contacted by DHL regarding the delivery and have made no progress on a refund from British Online Supermarket despite being told they are chasing it. They still have my £100 and I have nothing to show for it. Absolutely terrible customer service. Avoid at all costs.

Living in southern France is not easy to buy UK products at reasonable prices. Buying from the UK and having the box delivered to your house is wonderful! I am pleased to recommend this company due to prices, order confirmation and excellent delivery, including the wrapping! Well done!

Awful experience. Ordered in December. Items have never arrived. Never receive replies to my queries. Told that they would raise a claim, heard nothing since then. No refund, no items, no care for their customers. Happy to keep the cash however. Awful company, avoid at all costs if you actually want the products to arrive.

Don’t order from these guys if you live in Canada - the only courier option they provided me was DHL shipping, a shady & slimy company who have now repeatedly lied to me and are holding my purchase hostage, saying they won’t deliver until I pay them $20 to cover the item’s ‘duties & import fees’, even though according to the paperwork that DHL themselves sent me, the six small boxes of tea (£9.54 total) that I ordered are exempt from import/duties/taxes. This means that the ‘shipping & handling’ that British online supermarket charged me (£22.54) doesn’t actually cover the costs of getting my purchase delivered to my door, even though there’s no import/duties/taxes owed (order #000031187). Thanks for nothing, British online supermarket. I was looking forward to being a regular customer of your site when I found you carried my favourite tea, but that won’t happen unless you switch to using another carrier other than DHL, or include what are apparently DHL’s standard processing fees in your prices.

*British online supermarket has now replied to my review saying they also use FedEx and Parcelforce, depending on where you live in Canada. DHL was the only option I was provided, I’m in Hamilton Ontario. Tell me, does FedEx add a secret ‘processing fee’ to the cost of packages that they repeatedly masquerade as ‘import duties and taxes’ (several emails, several texts AND 2 phone calls) ON TOP of the shipping and handling British online supermarket already charged me? Well, that is exactly what DHL is doing to me. DHL themselves gave me the paperwork that showed my package is exempt from import duties/taxes, but here is what DHL keeps sending me via text, email, & phone calls:
“Payment of import duty/tax is still outstanding for DHL Express 4378478300 from BRITISH ONLINE SUPERMARKET. Pay securely to del.dhl.com(...).
If my package is exempt from Canada customs import duties/tax (of which I have proof), and British online supermarket ALREADY charged me for shipping *AND HANDLING* (which I have proof of in an email from them), and DHL’s own paperwork they submitted to me says the extra $20 is actually a ‘processing fee’ (despite them repeatedly lying verbally and in print by repeatedly saying it’s import duties/taxes that I owe them), and 3 different DHL reps I’ve spoken to say the ‘processing fee’ is to cover the processing of the customs paperwork, how the heck is that not covered by the HANDLING part of shipping and handling?
British online supermarket told me “Canadian customs are separate to our business and the couriers we use” and “they have no control over the rules for importing into Canada” - which doesn’t jive with what I’m experiencing. My purchase isn’t subject to import duties or tax, so BOS can’t tell me customs/import charges aren’t their fault; that’s not what I’m discussing here - it isn’t Canada customs that is charging me the extra money, it’s money DHL themselves are adding on that goes directly and only to them, and Canada customs isn’t ordering them to do that. British online supermarket have been dealing with DHL for what I’m assuming is quite some time now; I highly doubt I’m the only person who has ever approached British online supermarket about their courier’s practices. It’s not Canada customs I’m complaining about here - British online supermarket is knowingly using a courier who tacks on additional fees whether or not there’s import duties/taxes, and nowhere was I clearly notified that the shipping and handling that BOS charges won’t actually cover courier handling costs.

Update: it’s June 1 now, I never received the goods I purchased because once I figured out a way through DHL’s fraudulent scamming and was able to go pick up my package from DHL sans customs-fee, I was notified that my package was returned to the vendor at their request; BOS never contacted me or notified me of this. I have tried repeatedly to contact BOS over multiple emails, I’ve even tried sending them from 2 different email accounts as I wondered if they maybe had started sending all my messages to spam, and I have gotten NO replies to either email address. I’ve repeatedly requested a refund since I purchased goods I never got because BOS rescinded them, and they’re ghosting me. I would call their customer service skills horrible, if there were any skills to speak of. They have shown no desire to listen to, communicate with, or serve customers. I will apparently have to chase a refund for the tea I never got through my bank. Thanks for nothing BOS.

Absolutely horrendous .
I placed my order nearly 6 weeks ago now - an order of £100 ! They have my money and I have Nothing .
After 4 weeks of waiting I have an email saying they couldn’t find a product so they couldn’t send it , I had assumed by that time that my order would be sent - but no abs they had failed to keep me up to date with that .
They then told me they would ship my order which again took another week . The order is now stuck at customs as I am now required to pay an extra charge on receiving this package- I was not informed of this when placing the order and I am not happy to pay even more money .
I assume the foods I’ve ordered for my baby are close to their sell by date after waiting ao long so I requested a refund - to which o was refused .
The associate I’ve spoken to on Facebook is very rude and very unapologetic .
Order with another British store online - this has been by far the worst one I’ve dealt with

JUNE 2021...5 months later - I have no order and no retuned money

JUNE 2022 … no order and no refund ever received . Disgusting company

I'm a Scots expat, based in South Korea, and I often shop with British Online Supermarket for my essential foodie links to the UK. The BOS was shut down for a while because of the Covid-19 pandemic, but I'm happy to see that they are up and running again, albeit at a slightly lower capacity, with a limit of 3 of any item. Despite that, the range of products is very good, prices are very competitive and the service is always excellent. All the goods are very carefully packed, so in several years of using BOS, I've only had a breakage twice, and these were the fault of the carrier, not the packing. I heartily recommend BOS.

A little bit confusing at first with not receiving any confirmation or shipping details, but their customer service was extremely good. They replied very quickly to my concerns and always let me know what was happening with my order when I contacted them. The package arrived in about 3 weeks from the order date, which is amazing since half the country is in lockdown. To other customers I would advise just being patient and being kind. I would buy from here again, thanks!!