written by BrittanySchmitt66 on 10/09/2018
No way of contacting by phone for online orders. What sort of company are they? Lovely website promising excellent service etc. Large phone number at the top - if you are lucky enough to get through, you will be told it's only through to the shop and you have to email re online orders.
written by on 01/04/2017
Ordered some Emma Bridgewater melamine picnicware and telephoned the shop when it hadn't arrived after just over a month. The staff member was initially very helpful and empathetic and said she would contact the supplier to see if there was a stocking order. My understanding was that the items were in stock when I ordered them (I wouldn't have placed the order if there was anything to indicate that there was insufficient stock) but I was told this was not the case as items are allocated to an order as soon as it is placed. I had read some previous reviews where customers had had similar problems, and so I explained my concerns to the staff member and said that I would prefer the order to be cancelled. She said that she would do this, but when I asked for her name (in case of future problems as I would be placing an order elsewhere and didn't want problems with duplication/having to pay for return etc) her tone changed, and she sharply said "I'll do it - bye", and hung up. Very disappointed, wont be using again
written by fmMcElroy315 on 11/02/2017
Please unsubscribe me I have found it impossible to do this
written by Isaiah284 on 18/08/2016
3 weeks from ordering till delivery which was organized in the most poor way. Service was unprofessional. Never any more.
written by Fraserms330 on 16/05/2016
I ordered an 'in-stock' item on the 30th April, but still waiting for delivery (now 16th May). I called the company and was told last week that the item had to be re-ordered as there was only a broken one in stock, but that I should still receive it within a few days. Why couldn't they have told me the item was unavailable at the time I placed the order? Luckily I'd paid by PayPal, so have opened a PayPal dispute in order to get my money back. Needless to say, I won't be ordering from The Cooks Kitchen again. They certainly need to brush up on their customer service skills.
written by AadenMcDermott on 24/11/2015
Perhaps this is a one off but my experience was unpleasant Had to raise a dispute with PayPal. No communication whatsoever other than when prompted by me wondering where my order was 3 weeks after I ordered, told me they cancelled my order due to stock issues and I would get a refund. No refund after 10 days and then 5 days later I get an automated email saying my items would arrive in the next 3 days even though they said the order was cancelled. 7 days later nothing and no refund. It wasn't a large order but they have had my money over a month now in return for nothing.
written by MarisolWoodward on 17/04/2015
if you wont to be treated like worse then a dog concider calling them if niot stay away
written by louise951 on 09/02/2015
Appalling customer service from this company - avoid at all costs. I ordered a pan from this site that was advertised as 5-7 days delivery but after waiting for two weeks I contacted them to ask when I would get the product and was told it would be with me within a few days. In total I waited six weeks and during that time found out the product was out of stock and they had to order it from the supplier, they had no idea when that would arrive and admitted that no where on the site do they tell you whether a product is actually in stock or not. On my last call with them the man I spoke with was so rude and nasty that I had to ask him just to cancel my order and give me a refund. The whole time I was waiting on my order I didn't get a single email or call to explain the hold up, I had to contact them for any information. Don't order from this site if you actually want to receive what you've paid for - there are plenty of other sites offering the same products, I suggest you use one of those.
written by JA01 on 23/12/2014
Item received was of a lesser specification (size) than described in the initial product description and was delivered so late that there was no time to resolve the situation in time for a birthday. Attempts to contact company by phone are fruitless but email exchange with seller had them claim that original product has never been stocked anyway (even though I have copies of orders to the contrary). Customer service failed to read my correspondence in full, proven by their reply which was entirely inadequate. DO NOT USE!
Written on: 28/12/2014
If you are not happy with the item it's simple return it for a refund, details are in the packaging. The item you ordered was NOT in stock when you ordered it hence the wait.
Written on: 28/12/2014
According to the reply I received via email, the size I ordered never has been stocked at all.....despite it being advertised on their website. I received a smaller size instead. There was no warning of insufficient (or non existent stock) at checkout as there are with most reputable retailers that allow customers to make informed decisions before purchase. Item was a gift so return wasn't an option unless I chose to give nothing on the day and wait for the item (that's never been stocked) to arrive.
written by on 18/12/2014
Customer Service is terrible! Had to chase up as items were on "Back Order" Was told that one of the items were temporarily out of stock. I asked if they could at least send the remaining goods as it was a Christmas Gift - when these finally arrived, one of the items was damaged. I cannot get through to them as the telephone continually rings out and I have now sent several emails requesting a replacement - to date NOTHING - no response from my emails - how rude and what extremely poor customer service - it looks like I am having to give the damaged item as a gift and try and get a replacement after Christmas - last thing I wanted to do was to give someone I love a faulty gift! I would never recommend this company to anyone and will not be ordering from them in the future. There are plenty of companies out there who deserve the business
written by ZoieHarvey374 on 08/10/2014
Ordered and received confirmation straight away. But then nothing. For two whole weeks. I called several times to receive the engaged tone and when I finally got through several days on, was informed that they were waiting to receive delivery. Very poor tone of conversation with no apology for the delay. Still did not receive the item several days after the company expected the delivery so emailed and requested if the item was not going to be dispatched today or tomorrow, I would like to cancel and have my money refunded. I eagerly await how long this may take. Long delays may happen with certain items when ordering online, but procedures need to be in place to inform the customer that delays are likely so they can make an informed choice on their purchases. Ordered the same item from that big online retailer discus losing in books and everything else and is due to be delivered tomorrow. I would avoid like the plague, not least for their poor communication, but also the snotty undertones included in the email notifying me that a refund would be made.
Written on: 20/10/2014
I wish I had read your review before parting with my money. I still have not received my goods 2 weeks later and they dont respond to emails!
Written on: 30/11/2014
placed an order a month ago and am still waiting!! No emails to say out of stock but when I called they were awaiting stock the following week, guess what still no grater or communication - am not at all impressed!!
Written on: 27/10/2014
We have the same problem. Placed an order and still waiting for delivery 7 days later. No response from emails sent asking about delivery and DO NOT answer telephone calls. Please avoid this company!!!
Written on: 20/10/2014
Just to add to my review, it has taken several more emails and a whopping 8 days for a response and the money to be refunded into my PayPal account. Best of luck Sheepy2006! Incidentally, I ordered the same item from a well know online retailer who do a lot of books! Hey presto, even with free delivery, was in my hands 2 days later! What is most infuriating with thecookskitchen is the total lack of response to queries. Bag of plop, I wish I had given this company no stars whatsoever!
Written on: 20/10/2014
I am still waiting for goods but now have asked for my money back too, wish me luck. By the way they ignored my emails too!
written by 356Sawyer on 09/09/2014
Please avoid ordering from this company. I ordered expensive items from them over three weeks ago, when chasing for delivery I have been told they would be delivered the following week. Still nothing and no reply to my further contact with them. There is no excuse for avoiding communication with customers, people are generally patient if they know they will receive the items they've ordered and when. The internet is full of companies who would be keen to help selling similar or the same items - use review forums to make judgements on those to avoid - this is one of them!
written by KaelLeach on 14/08/2014
Avoid this company at all costs, horrendous people on the phone and no email response for ages. Item never arrived and I was refunded months later.
written by on 10/08/2014
Ordered an item for my wife's 40th birthday. It was advertised as available within 5-7 days. I ordered over a month in advance but, a week before, was very nervous that it still hadn't arrived. Contacted customer service to be told that it wasn't available. I explained the situation and asked for it to be sent asap, adding that it was still being advertised as available within 5-7 days. Two months later, still nothing. I eventually gave up and requested a refund. No apology from the company despite a three month wait for nothing.
written by Jaylon388 on 27/06/2014
Ordered & paid for an item. It didn't arrive - and there was no contact from the supplier, so I e-mailed them. They said they'd run out of stock, but new stock had just arrived, so they'd send it out straight away. Again, it didn't arrive. E-mailed again, and was told item was en-route. Yet again, it didn't arrive, so I e-mailed asking for the order to be cancelled and that they refund the money (which they'd now had for over a month). They e-mailed back assuring me the item had been sent some time before - almost like they were suggesting we'd got it but were denying it - but then, despite our cancellation, they said they'd re-order it for us. E-mailed again, confirming we no longer trusted them and demanding the refund. Got an acknowledgement, but the money wasn't refunded. E-mailed yet again - and this time we got our money back. Whoopee! So, after five weeks, all we succeeded in getting from The Cook's Kitchen was frustration and worry. Never did get the product we wanted. Absolutely the worst on-line retailer we've dealt with!
written by gresley1 on 21/06/2014
Regrettably did not read reviews. To be fair my order was fulfilled quickly however one item (Apilco Coffee cup) cracked on first use. Not Cooks Kitchen fault but obviously I expected them to replace as they had sold it to me. Have tried to get in touch for 4 days - on hold " you are 1st in queue " for up to an hour on numerous occasions. Left voice mails and sent emails - no response. Now written off and will buy from Amazon. They should be ashamed!!!!
written by TCA8462 on 20/06/2014
I ordered a product for my childs birthday party. A week had passed and I had heard nothing about the product being despatched. I contacted the company via telephone to be told I was in "queue position 1" for 25 minutes. I still never got to speak to an actual human being from this company!Two days later after many emails to the customer services department. I received an email a week later saying "Your order has been cancelled - sorry for inconvienience". No reason given and no mention on a refund. I contacted the company to discuss my refund and of course, I was in "queue position 1" for 40 minutes!! still no answer from anyone working there. So now I have no product, no refund and no answer from anyone who works there. I urge anyone thinking of ordering from this company - dont!!!
written by pithakos on 23/05/2014
I placed my order on 28th March and am still waiting for my product. I have sen 12 emails, called 3 times and left 2 voice mails and received only 2 responses, neither resolving the problem. The last time I heard anything about my order was a month ago and yet have received no refund or compensation for my time and inconvenience. Terrible company - this is essentially theft and I plan on reporting them to the consumer ombudsmen.
written by phucex on 19/05/2014
If you're lucky enough to read this spend a bit more money and order your product from a company that will be able to deliver it within 6 weeks and without weekly chasing. To cut a long story short after 5 weeks of chasing my order I got a dispatch email and according to Yodel it spent another week before they were asked to pick it up. Terrible doesn't cut it, avoid at all costs.
written by on 06/05/2014
I ordered some french breakfast cups for my brothers birthday. They took my money straight away but didnt send the cups . I have waited 28 days but they havent sent an email to say they are on the way. Ive rung and waited on line and left emails but they havent got back to me. I am now sure they are dishonest traders
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Charlottemarshall's Comment
Written on: 17/04/2015
Hi
I am sorry you have had such a bad experience with my company. We have been trying to locate your order with us to work out what has happened here but unfortunately you do not appear to have been a customer of ours.
If you ordered under a different name please let me have your order number and I will look into this further and see what we can do to help you out.
Charlotte Marshall
The Cooks Kitchen Limited