"Not scaled for Christmas demand"

*watching this review:

I wrote a review of the snowdonia Cheese Company who failed to deliver an order in time, sent an email stating it was complete. Failed to contact me to let me know there was a problem and have since admitted their error and said they will refund but haven’t actually done so. I was asked to confirm my review by submitting an order reference which I did and since then my review has been removed. I have noticed over the past few days many reviews all with similar experiences by customers but more positive ones (which are also older) are being placed near the top of the feed and the more recent and poor reviews detailing the huge issues this company has had with meeting Christmas ordered are being removed. This lowers the credibility of trust pilot as an honest forum for customer feedback.

Ordered direct with them this year and it appears they are not yet scaled for large demand/busy periods. Ordered on 15th Dec and arrived at the depot on 21st…still sat there today on 29th despite Snowdonia emailing me on 21 Dev to say my order was complete. So not only late on their part but also let down by Evri. Suggest selecting a better courier service in future to mitigate reputation damage. Slow to respond to emails and no human response at all-just a recorded message. Given the festive period and number of poor reviews all due to similar issues a delay in response is understandable. They have however agreed to a full refund though that will take 7-10 days more.

"Very disappointed"

Ordered on the 7th Dec for delivery 21st no hamper or communication since that time when you call after 5minutes the call disconnects. Very poor service. The company should cease trading if it is unable to fulfil orders.

"I wish I had checked the reviews first - but they fixed it after the event"

POOR SERVICE - Delivered a £70 box of cheese from Snowdonia Cheese Company that should have been kept refrigerated nearly a week late after Christmas to a now, empty property. They and the cheese company hid behind messages only (not replying to mine with any urgency) and advised us that we could not change the delivery address. DX have now apparently left the parcel somewhere even though we had advised the cheese company the result of the the late delivery is that the property will be empty now for a month. A wasted gift with added frustration due to the lack of people to speak to both at Snowdonia Cheese and their contracted supplier DX

Update - the company has responded and offered a refund and goodwill gesture but I would still think twice at busy times as the lack of service was not addressed in their response. They also did not really understand our issue as they offered to send the good will gesture in early January when the address will still be empty….a phone call and discussion would have resolved this much more to my liking - emails are so impersonal and in this case the response just proved they did not understand our issue.

Updated again: 2nd Jan 2024 - they have offered a further gesture of goodwill and I would buy again if non critical for timings. - PS the cheese is lovely :-)

OK Updated again on the 14th Feb 2024 - I am impressed with the length this company has gone to to in which to make amends for the issue at Christmas, I can do nothing but realise that this small company was obviously struggling last Christmas and things went terribly late for many people. I love the Cheese and would definately buy again - thank you Snowdonia for going the extra mile to recompense for the service we recieved at Christmas. I am now a fan for good.

"Yet another non delivered Xmas pressent"

Again ordered in time for Xmas, no delivery, DX contradicting their own tracking, Snowdonia cheese not open, never use them again, sadly in a long line of other customers experiencing the same woeful service.
...............Fast forward, cheese company have since replaced original order and acknowledged the mistakes from Christmas, I'll upgrade my original rating

"A company that struggles when busy!"

Ordered on the 16th December with delivery promised to be fulfilled before Christmas. It is now the 27th with still no sign of delivery and no clarity as to whether the product is still at their premises properly stored or in a couriers premises somewhere! No response to emails or social media messages within their specified timeframes and they very conveniently closed their phone lines stating they were busy and orders would be fulfilled before Christmas. We have now emailed to request a refund so it will be interesting to see if the cheese or the refund gets here first!

Such a disappointing experience which is a real shame as the product itself is amazing!

"AVOID THIS COMPANY"

Ordered a Snowdonia cheese hamper 17th December for a gift. Still waiting!! E mailed to say it had been dispatched. Tracking shows not received by courier. No response to e mails, phone message said open on 27th, now saying 28th. Constantly fobbed off. Will NEVER use this company again.

"Great cheese if it turns up"

Order placed 8n good time for Xmas, despatched before Xmas then vanished, courier tracking not been updates since 22nd December, can't call their customer service and email ignored. Great cheese, shambolic service.

Update after response received. I have received neither a refund of postage, refund of order nor any complimentary items....

"Order Not Received. Received replacement a couple of weeks later."

Placed an order for £116.80 on the 12/12/2023 for delivery on the 19/12/2023. These were intended as Christmas gifts. While my order was sent, it got lost by their courier service (DX). I have tried several times without much success to contact both themselves and their courier service and when I finally did I was eventually asked to contact their courier service, which I did! Since then, I have been 'toing and froing' from one company to the other with neither company taking responsibility. I have neither received my package nor a refund and was not in a possition to 'just go out and buy more', so was unable to give gifts to the people these were intended for.
As a repeat customer who has ordered many times in the past without issue I feel very badly treated and let down. It's such a shame, as their cheeses and chutney are lovely but after this and their lack of Customer care services I am sorry to say, I won't be ordering again and I will be looking else where in future. In the mean time, an up-date to the said order and whether or not another shipment or a refund has/had been issued would very much be appreciated!

***EDIT***UP-DATE***

Just wanted to say 'Thank You' to Snowdonia Cheese for replacing my Order which I've been told should be received tomorrow 5-1-2024. I look forward to receiving the replacement parcel. Fingers crossed the delivery company don't lose it this time.
*******Finally received my re-delivery on 6/01/2024 via DHL. As usual the cheeses and the chutneys were/are amazing. It's just a shame there was such a big mess-up with the original delivery firm and how difficult it was to contact Snowdonia Cheese. It maybe in the best interest of the cheese company to take on more staff over the Christmas period to deal with customers and any delivery hiccups that my happen in the future. I will still order from time to time (when I can't get these cheeses or chutneys from my local Filco) but I will be avoiding ordering during the run-up to the Christmas period in future.

"It's the Lies That are Really Annoying"

I can understand that things sometimes go wrong. They surely have for Snowdonia Cheese this year. However, it's the constant lies from the company, that deliveries would be made on time, even when it must have been clear that they wouldn't that really annoys me. Own your mistakes and please stop treating your customers like fools. You only have to look on Facebook to see that there was a major problem, but absolutely no empathy for the customers waiting for Christmas gifts. and a stream of lies

"Hampers not received"

Ordered 2 luxury hampers for Christmas gifts. As nothing received from the company, emailed them on 22and was emailed back that any orders placed on or before Wednesday 20 will be delivered before Christmas. It is 26th today, no jumpers arrived. No longer need them as had to replaced the gifts with alternative products, also going away tomorrow untill 1st January, so no one will be around to collect if by any chance will be delivered. Waiting for reply re refund for the product that was not received. Ordered from them before, it was delivered quickly. This time, would not recommend.