The English Grocer Arvostelua 287

In March 2025 - i.e. more than a year ago - I placed a substantial online order with The English Grocer, and a pre-payment of over Fr. 200.- was then taken from my credit card. I received an Order Confirmation e-mail from them, but to date, the items themselves have not arrived. I have since written numerous e-mails to them to query the situation and / or request a refund, but they never reply. Neither does anyone answer their telephone number. As if to add insult to injury, though, I still receive unsolicited "special offer" marketing e-mails from them!!! I have subsequently read a number of other negative reviews describing similar experiences with this "firm", so I hope that adding my own here may help others not to fall victim to their fraudulent activities.

La commande a bien été confirmée, mais elle n'a jamais été livrée. Le paiement s'est fait via Twint, mais il n'y a pas de lien direct, comme un code QR par exemple, on reçoit juste un numéro de portable. Je pense que ce shop n'est pas très sérieuse.

They will take your money, but will not ship any goods. When pressed by e-mail, they will repeatedly promise delivery and provide delivery dates, but will not deliver. When asked for a refund they will simply ignore you.

Do NOT give them your money.

Bestellung v. 15.12.2025, nach Rechnungsstellung am 06.01.2026 bezahlt. Auf Nachfrage gab es erst Entschuldigungen wegen der Verzögerung, seit 2 Wochen keine Antwort mehr und auch tel. kein Kontakt möglich. Werde den Rechtsweg beschreiten.

I ordered a package (order number 3971) in the start of December with a delivery time on 26th of December. I still have not received the package nor an answer to my multiple emails about it.

Alles sehr zufriedenstellend. Die bestellte Verpackungsgrösse war nicht lieferbar, deswegen habe ich zum selben Preis die grössere Verpackung erhalten, was ich sehr Kundenfreundlich finde. Danke

Leider "muss" ich einen Stern geben. Am 07.11.2025 eine Bestellung getätigt. Am 15.12.2025 nachgefragt und die Antwort bekommen, dass es in Kürze versendet wird. am 20.01.26 nochmals eine Email gesendet, welche nicht beantwortet wurde. Heute nochmals eine Email versendet. Ich werde nun wohl den rechtlichen Weg bestreiten müssen.

I ordered Simon Howie Haggis to be sent to Portugal in time for my Burns Night Celebration with 16 friends on 25th January. Everything was so easy and confirmation emails arrived swiftly. In addition, the English Grocer sent text messages via Whatsapp to assure me of when the Haggis would arrive at their store and the date that they would send it out to me via UPS which arrived on the date promised. I was extremely happy with the service they provided and will certainly use them again when I require foodstuffs to be sourced from the UK.

Im August bestellt und bis heute 07.01.26 nichts erhalten. In der Zwischenzeit habe ich mehrmals nachgefragt, meist ohne Antwort oder dann irgendeine Ausrede wie "wird demnächst ausgeliefert" oder "das Paket ist auf dem Weg". Aufgrund der wiederholten, nicht eingehaltenen Lieferzusagen sowie des fruchtlosen Ablaufs der gesetzten Nachfrist, liegt ein schuldhaftes Verhalten nahe.
Daher gehe ich rechtlich gegen die Firma: MAXWELL'S FOODS LTD, c/o Foound Sàrl Rue Jean-Gutenberg 2, 1201 Genève vor.

I use them every year and always get great results. This year there was a small hiccup with delivery and they went beyond my expectation to ensure our Christmas was not spoled

Excellent service

Received my order complete a few days' late but nicely in time for Christmas - understandably this is a busy period and delivery of products from the UK may not always be fully reliable. Good communication.

Delivery came much sooner than expected - even though it was 2 weeks before Christmas. Very happy. Thanks English Shop

Received goods, out of date. Sent an email 15th Nov and still no reply. Order number 3820.

I’ve had very bad experiences with this company, stretching over 1 year - with partial deliveries, missing items, damaged goods, and I’m writing this because the pattern has been consistent. I paid for items that were never delivered, yet I was given specific delivery dates multiple times, and each time the items simply did not arrive. The reassurances I received were not accurate, and I was repeatedly told things that never happened.

Throughout this process, I had to continually chase the company for updates instead of receiving straightforward information. Communication was unclear, and despite asking for a refund instead of the items on several occasions, my emails have been ignored. This has been a costly, disappointing, and time-consuming experience.

After several failed deliveries and unreliable communication, I no longer trust this company to fulfil an order. Based on my experience, I cannot recommend this business to anyone. The lack of reliability and honest communication has been unacceptable.

Habe ware juli 2024 bestellt wurde auf Weihnachten vertröstet dann Januar 2025 dann Mai 2025 . bis heute nichts erhalten und auch kein Geld zurückbekommen .

Website states delivery time as 2-4 weeks. I placed an order at the end of April, there had been no status update on my order by the end of may so I reached out to the seller asking for an estimated delivery time. Waited a week for a reply, but nothing, so I emailed again. This time the seller replied asking if I would be happy to receive frozen baked produce which would speed up my delivery, so I agreed to this. I received a package June 28th containing some of my order. The ‘frozen’ baked produce had been squashed into an empty dishwasher tablet box to be posted…
The rest of my order has not been received and is still showing as ‘pending’ on the website even thought full payment was made at the time of purchase. After reading other reviews of this website I realised this was normal behaviour for them, put it down to a lesson learned on my part and decided to move on rather than chase my order or a refund. However I am now seeing adverts for their Christmas stock on instagram and no one should have to deal with this mess at Christmas. I hope others reads this review and don’t waste their time or money like I have.

Made an order mid-June got no answer for over a month until I gave a bad review on Google. Then got a ridiculous excuse about his phone and was asked to take down the review. I gave him the benefit of the doubt and took down the review and then never heard back again, Half my order eventually turned up in November badly packed and damaged. One year later I still haven't received a refund for the missing and damaged items.

ABSOLUTE DISASTER!
Bordering on criminal.
Six months later, I finally receive a second partial delivery of my order, which is still not complete. The pork pies are rancid, obviously not stored correctly with four days left on the expiry date.! Had to throw them away. They were obviously not stored correctly.
Still an item missing and reimbursement very difficult to get. No spontaneous communication on their side. You have to contact them and chase information. Customer is obviously not important.
DO NOT USE THIS COMPANY

2.12.25
I received a telephone call from your side the day after I posted my first review, proposing the complete reimbursement of my order. I refuse this offer as I had received partial delivery and only wanted reimbursement for the non-delivered items. Once again this company is not telling the truth.
I have to this day not received any money reimbursed.

- Ordered on 24Aug25.
- Requested a refund on 04Oct25 if they were unable to deliver.
- Response on 06Oct25 says it was delayed due to a "recent influx of Easter egg orders that unfortunately caused a temporary blockage in our system, affecting the processing of other orders"
- By 05Nov25 I realized this is a scam and have requested a refund or I will be initiating a chargeback by EOW.

Shocking behavior.

Edit: Received the order after writing the review. They had to cancel some items to be able to ship it. Got Simon Howie black pudding instead of Clonakilty (no comparison) but they did refund that in fairness. In the end, I got the things I did pay for, but it's not something I'd personally chance again as the logistics is just not working it seems. I wish them luck with improving their service.