My experience with the service has been extremely disappointing and far from satisfactory. After enjoying many years of excellent service from a previous provider, I had to seek an alternative when they ceased operations. I came across another option and, after reading some reviews and their claims of "Hassle Free shopping with no hidden Customs & Import" fees and that "Orders are carefully picked and packed", I decided to give them a try. Regrettably, my experience has been anything but hassle-free! On November 11, I placed an order exceeding €200 to maximize the box size. Naturally, I expected my items to arrive in one robust package, similar to what I had experienced with other providers. I received an order confirmation indicating all items were in stock and that I would get delivery notifications with tracking details once dispatched. By November 17, I still hadn’t received any dispatch confirmation or tracking numbers, despite their website stating a 5-8 day shipping timeframe. I reached out to customer services via email to inquire about my order. On November 19, I received four separate shipping numbers, indicating my order had been split into smaller packages for delivery by the postal service. On November 25, I got an email stating some items had been refunded due to being out of stock?! This was perplexing as everything was listed as in stock at the time of ordering, and even more frustrating is that, as of December 4, I still hadn’t received my refund! Finally, on December 4, I received two of my parcels after three weeks. The packaging was shockingly inadequate; it’s hard to believe the service thought it was suitable! Weak, flimsy boxes with minimal protection for fragile items—just a thin layer of bubble wrap and a few sheets of paper. One box was so damaged that the postal service had to rewrap it and even suggested I report it as undelivered due to the condition it arrived in, with broken glass and the box falling apart from the contents spilling out. I wish I could share a photo of the damaged package to illustrate how unsuitable the packaging was! As of December 4, I am still waiting for my last two packages. I have reached out to the service for a full refund of the items in the damaged package and am also pursuing my previous refund for unavailable goods. I have never experienced such poor service with my previous provider, who ensured my orders were sent in a single, well-packed box—exactly how it should be. This was my first and last experience with this service...shipping delays, notifications of unavailable goods, refund issues, and items arriving in unusable packaging...a completely unsatisfactory customer experience. Next, I will try another recommended provider who is said to offer excellent customer service and ships from a local location, avoiding any import tax complications.
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British Essentials is an Online British Supermarket delivering British Food & Drink worldwide.
