L'année passée j'ai fait une très mauvaise expérience avec The English Grocer. J'ai quand même réessayé cet année vue qu'ils ont un choix intéressent et qui me convient, je leur ai donné un temps rais... Toon meer
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Lees wat reviewers zeggen
Shipping took forever. Received goods were in poor condition, on the verge of expiration. Some goods were not even correct.
Ich habe im Oktober bestellt und bezahlt und seither die Ware trotz diverser Nachfragen nicht erhalten. Auch wurde mir nichts zurückerstattet. Irgendeinmal erhielt ich nicht mal mehr eine Antwort.... Toon meer
Bedrijf heeft geantwoord
Sick and tired of being ignored. I have contacted the company numerous times by email, phone, messages, and WhatsApp, but there has been no reply, no order and no refund. I received a 3rd of my orde... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We import and deliver your groceries from England to your door in Switzerland. Shop our massive selection from M&S, Waitrose, Iceland and more! We use our own refrigerated and frozen delivery vehicles to deliver your orders nationwide. Delivery is FREE in most cases.
Contactgegevens
The English Grocer, Maxwell's Foods 48 Route des Acacias , 1227, Geneva, Zwitserland
- 022 548 19 64
- hello@englishgrocer.ch
- englishgrocer.ch
2,4
Slecht
294 reviews
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Heeft 42% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
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I ordered a delivery for Christmas and…
I ordered a delivery for Christmas and due to delivery issues with UPS it was looking like it was going to be late for Christmas. Max was nothing but helpful and went out of his way to make sure I had a last minute delivery just in time for Christmas. Outstanding customer service and I will be ordering again!
23 december 2022
Review zonder uitnodiging
Antwoord van The English Grocer
Thank you very much Sophie! :-)
We did our best on this occasion... Lots of learnings involved in using UPS around Christmas!
I look forward to delivering to you in the New Year :)
Max
Customer disservice, avoid at all costs
I placed an order 1st October, part order received 15th November including expired mince pies and animal product-containing foods, none on which I had ordered as I don’t like mince pies and am vegetarian! Chased for a further month, eventually requested a refund only to have my request ignored and a further part order sent, this time containing damaged food packaging, frozen foods defrosted and spilled in the foil bag (all which had to be disposed of). Again requested a refund, let’s see what happens.
Such a shame as I was so looking forward to being a regular customer as they carry Linda McCartney vegi products which I can’t find here in Switzerland. I’m sadly saying I do not recommend them and would actively promote avoiding at all costs.
21 december 2022
Review zonder uitnodiging
Great experience!
Been a client for years now. Always happy with the service that Max and his team provide. We always get our delivery in short times, if sometimes there's been a delay or any issue with one of the products they have allways reach out to us and we have arrange a solution. Miss the shop and tea salon when they where at Saint Genis, but we are happy with the online shop.
14 december 2022
Review zonder uitnodiging
Don't expect to receive what you ordered
Received only a partial delivery of my items after several months. Emails about the missing items were not answered. Don't use these people, there's better sites available that can provide British goods to Switzerland. I lost about CHF 150.
14 december 2022
Review zonder uitnodiging
Antwoord van The English Grocer
Hello, unfortunately there is no valid order number attached to this review so I have no way to know who you are? Please reach out to us immediately to confirm your identity so that we can see why this happened and what happened.
This could it be that the items you ordered are no longer in stock in the U.K., or that your refund is being processed for the outstanding items as of the time your order was sent. It could also be that fresh items and frozen items are being sent separately leading up to Christmas.
I do apologise that this next 10 days will be a bit busy leading up to Christmas and that some replies may not be as quick as you would like, but I insist on resolving this for you ASAP.
Max
Update: we have requested your order information be confirmed by Trustpilot. Please can you contact us.
Update: we have not received your order information yet. Please contact us.
Sehr persönlich und mit grossem Effort
Sehr persönlich. Termin wurde trotzt Termindruck eingehalten.
29 november 2022
Big delays, missing items
The order has arrived with a big delay and again one item is missing. Furthermore we still have not received compensation for or delivery of the missing items of a previous order, even though we were promissed this - with a discount that has not been applied either.
7 december 2022
Antwoord van The English Grocer
Hello Monika, I'm very sorry once again that we let you down on this occasion.
Since bringing this to my attention I have rectified this for you and made sure that you received the products that were unavailable on your previous order from July in the form of a second delivery.
We have a large catalog of over 6,000 products. Sometimes, a supplier discontinues the product or it remains unavailable for a long period of time. Similar to your local supermarket, there's not a whole lot we can do about this. I have delisted the fresh item that remains unavailable from our catalog and I will try to remain vigilant about this in the future and inform you faster of any potential delays.
As for the discount, you were sent a second parcel which you've now received with the items making up the discount. Finally, I have also issued you a coupon code as a commercial gesture for this confusion. I hope to be more speedy with your order next time, and I hope to change your opinion of my service on your next order :D
Have a lovely weekend,
Max
Patience is a virtue.
Many times very confused order processing & tends to take far too long for products to arrive to my home. Quite often have to send several e-mails for them to get my order right, ----- in the end. Can be very frustrating & extremely time consuming. Range of products or obtaining products by special request quite good, if you have the time to wait.
6 december 2022
Antwoord van The English Grocer
Thank you for your feedback, John. Unfortunately, the custom products you've requested from Marks & Spencers are restricted and not available at all M&S locations.
This means we cannot import these on our regular weekly/ bi-monthly shipments. They must be delivered on our special consignments declaring products of animal origin. I apologize for our recent misunderstanding about the product being fresh or tinned, it wasn't obvious as the name "lean ham" is also a fresh product there...
Anyway, as the invoice is not yet been paid by you I will await to hear if you wish to proceed or not with the order. We hope to be able to deliver the taste of home to you again very soon :)
Warm regards,
Max
Not one not two but three terrible…
Not one not two but three terrible experiences. They take your money promise you delivery. Takes ages to reply to your mails. Then don’t deliver like they say. You spend so much time constantly asking what’s happening. Or worse still waiting in line I have done for no parcel to arrive. I can’t recommend at all
6 december 2022
Antwoord van The English Grocer
Hello Dawn, as a loyal and repeat customer of our service it pains me to have let you down on this occasion. Between a partial delivery or two, it just so happened that there were a few shortages or difficulties between a signature courier package and a missing fresh pie or two! Rest assured, I will do everything in my power to make this up to you :)
- I have implemented some changes since the summer including a dedicated customer success manager available part-time 4-8pm every day! This will ensure all emails are answered by end of the day.
- We have exchanged many emails on the subject, but I wanted to state that we do not stock most of the products listed as we are a catalog-based ordering service. This was a change to our business model which has allowed us to increase the number of products offered to over 6,000 this December vs our competitor's smaller catalogs.
I have followed up with you again by email and I respect your review of our service and decision on this occasion was less than optimal. I look forward to seeing you on one of our next local deliveries.
Warm regards,
Max
I can’t under German but your service…
I can’t under German but your service is great please don’t send me stuff in German I can’t understand
2 december 2022
Very late delivery
Very late delivery. If I hadn't found an alternative source of suet, I would have had no Christmas pudding
23 november 2022
Prompt service and helpful service
Prompt service and helpful service. Although the goods had to be purchased in the UK the delivery period was fine.
2 december 2022
Dispatch, Delivery and Customer Service Meh !
I checked the website, which stated that dispatch would be on the 11/11/22, today is the 15th and still no response to my email asking for more information, only received a standard email, blah blah. I will never use this company again ! I’ve asked for the order to be cancelled, nothing, no response…
Re telephone call, you confirmed that I would receive my order before 18 November 2022. You also apologised for not replying to my specific email queries. You were quick enough to respond after my trust pilot review. Look forward to my small order this week.
UPDATE: I received my order as promised and they upgraded the Katsu curry sauce to 6 x katsu Set, which was a very nice gesture and surprise. Much appreciated and have changed the stars to reflect this.
15 november 2022
Review zonder uitnodiging
Antwoord van The English Grocer
Hello there, I'm just following up on our conversation by phone and email with a public reply.
We received our shipment on Friday 11th November from England to our depot and our team has worked throughout the weekend to dispatch most of the orders. I confirm yours has been queued to dispatch and will be with you this week.
We provide dedicated email & phone customer support on weekdays and provide an automatic reply to confirm we will action your request within 48 hours. As a small company, your satisfaction is our only priority, as without you we wouldn't have any business!
I can only apologize once again for this miscommunication regarding the expected "delivery date" versus the "shipment date". I understand this can be a bit more annoying as it fell on a Friday just before the weekend.
As a reminder, we receive a weekly shipment from England either by transporter or our own fridge-freezer van and we aim to dispatch tracked delivery by hand or by post in the following few days.
Find out more on our operations here: https://englishgrocer.ch/pages/how-it-works
Thank you for your understanding and for having confirmed you were still happy to receive your order.
We hope to make this up to you somehow! :)
Best regards,
Max, The English Grocer
Great service and delivery for all…
Great service and delivery for all things English. Wonderful personal service
13 september 2022
Review zonder uitnodiging
The good English Grocer
The service is ok the products are good but now & again delivery a little bit long
7 september 2022
Half a delivery, no communication
Very bad experience. We have placed an order almost 2 month ago and are still waiting for half of the products. Communication is very difficult and when the person finally answers the phone you get some long winding stories about butchers with heart problems etc.
We have received one half of the products but there is still no info about the rest or a refund. I am so tired of this an will never order again from them!
18 augustus 2022
Review zonder uitnodiging
Great value and prompt service
26 juni 2022
I love the English grocer they will go…
I love the English grocer they will go out of Thier way to get things you want. Keep up the good work guys.
20 mei 2022
Great choice of products
Great choice of products, reliable delivery and always really nice customer service!
Thank you very much!
anne
16 mei 2022
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