Doves Farm Foods Reviews 

Antwoord van Doves Farm Foods

9 sep 2026

Hi Kelly,

This sounds like you have purchased one of our Doves Farm products rather than our FREEE products. Our Supergrain hoops are an entirely different product to Doves farm Ancient Grain hoops.

Our Supergrain hoops can be found here on our gluten free site: https://www.freee-foods.co.uk/shop-category/gluten-free-cereal/

Antwoord van Doves Farm Foods

28 aug 2026

Hi Claire,

We’re sorry to see that you feel let down by your experience, and wanted to address these concerns publicly with you.

Firstly, we are a small Customer Services team of just three people. Your second response was not an AI-generated response; it was written by a member of our Technical Team, who personally reviewed your complaint and responded to the concerns you raised. We’re sorry if the wording came across as impersonal or overly formal.

We also want to clarify the information regarding the biscuit weights. Our 200g packs are subject to UK Average Weight legislation. This means that individual packs can legally weigh below 200g, provided they remain within the permitted tolerances and that the average weight across the production run is at least the declared 200g.

There is also a practical reason why we cannot guarantee that every individual packet will contain exactly 200g. Biscuits are individual pieces, rather than a product that can be precisely measured into every packet. Adding or removing just one biscuit can make a significant difference to the overall weight and can be the difference between a packet being under or over its target weight, as well as affecting whether the contents physically fit comfortably within the packaging. This is a normal consideration across the biscuit industry, which is why average-weight legislation allows for a permitted tolerance rather than requiring every individual pack to weigh exactly the declared amount.

For our 200g packs, the permitted negative tolerance is 9g, with further requirements governing how many packs can fall below the 191g T1 level. Our packing process includes weight checks to ensure these requirements are met.

That said, we completely understand the separate point you were making: you weren’t simply asking whether 189g is legally acceptable. You were telling us that you have repeatedly received packs below the stated 200g and that this causes a genuine problem when you are using the biscuits for a recipe requiring 200g. That feedback is important to us, which is why we have passed your comments to our Production Team to review the frequency of packs coming out towards the lower end of the permitted tolerance.

We’re sorry that our initial response focused too heavily on the legislation and didn’t properly acknowledge the frustration you were experiencing. We appreciate you taking the time to raise the issue with us.

Kind Regards,
The Customer Service Team.

Antwoord van Doves Farm Foods

28 aug 2026

We’re sorry to hear that your order arrived in this condition. We’re pleased to hear that the flour itself was okay, but we completely understand how disappointing it must have been to receive a box that had broken apart during delivery.

We pack our flour carefully by hand here on site, and we use what we believe to be the strongest and most suitable boxes available to us, specifically because we know they are being used to transport heavy products such as 10 x 1kg bags of flour. Our packing team also takes care to make sure the boxes are appropriately filled and supported.

Unfortunately, heavy parcels can sometimes be subjected to rough handling during transit, including being dropped or damaged, and this can result in packaging breaking despite the care taken when it leaves us. We appreciate that this doesn't make the experience any less frustrating, particularly when the parcel was then left outside in the rain.

We’ve fed your feedback to our packing team so they can be particularly mindful of the amount of internal padding used for heavier consignments, and we have also raised the delivery concerns with DPD.

We’re sorry that your experience has left you considering buying elsewhere. We appreciate you taking the time to bring this to our attention and hope we can provide a better experience in future.

The Customer Service Team
Doves Farm Foods LTD

Antwoord van Doves Farm Foods

3 aug 2026

Thank you for your review. We understand why seeing folic acid listed as an ingredient may have come as a surprise, particularly on an organic flour.

The addition of folic acid to non-wholemeal wheat flour is now a requirement under the UK Bread and Flour Regulations. This applies to organic white wheat flours as well as conventional white wheat flours and is a legal requirement for flour millers. The addition of folic acid in accordance with these regulations does not affect the organic status of the flour.

Wholemeal wheat flours and non-wheat flours, such as Spelt, Einkorn, Emmer and Rice Flour, are exempt from the regulations and do not have added folic acid.

If you would like any further information or have any questions, please do get in touch with our Customer Care team and we'll be happy to help.

Antwoord van Doves Farm Foods

1 jul 2026

Hi Robin,

We're sorry to hear that your order arrived in this condition.

As explained in our correspondence, we refunded the two items that were damaged in transit, the Tapioca Flour and the Buckwheat Penne, as these were the products shown to have been compromised. We also refunded your delivery charge as a gesture of goodwill to acknowledge the inconvenience caused.

While we appreciate that the remaining products were covered in tapioca flour, based on the photographs provided they appeared to remain sealed and intact. For this reason, we were unable to agree that the entire order had been damaged or required replacement.

From the information available to us, the damage occurred during transit rather than during packing. Unfortunately, when parcels are handled roughly by the courier, the movement and pressure of heavy bags of flour inside the box can cause the lids on our tubes to come loose, and plastic pasta bags can split. We are confident that the order left our warehouse in good condition and was not dispatched in the state in which it was received.

We understand that you later raised concerns regarding potential allergen cross-contamination. As this information was not included in your original enquiry, nor was the rest of the evidence provided upon request, we have referred the matter to our Supply Chain Manager for further consideration and will respond to you directly once this review has been completed.

We always aim to resolve genuine issues fairly and in line with the information available to us, following trading standards, and we're sorry that on this occasion you have been left disappointed.