Soil and sea レビュー 

Soil and sea からの回答

2024年5月8日

Dear Peter,

Thank you for taking the time to share your feedback with us. We're delighted to hear that you enjoyed the meat and fish from your recent order, particularly the cod—it's always fantastic to know when our products hit the mark.

However, we're truly sorry to learn about the disappointing condition of the vegetables and fruit you received. Your experience falls short of the high standards we strive to uphold. We understand the importance of fresh, quality produce, and we're committed to ensuring every item meets your expectations.

We couldn't locate an email from you in our inbox, but we're eager to make things right for you. Would you mind reaching out to us directly via email (hello@soilandsea.co.uk)? We'd be more than happy to discuss how we can rectify this situation to your satisfaction. Whether it's a replacement for a couple of poor-quality items or a refund, your satisfaction is our priority.

Regarding the bananas, it's concerning to hear they arrived over-ripe, especially considering they left the farm green. We'll investigate this further to determine if there were any issues during transit, such as proximity to ice blocks.

Once again, we appreciate your valuable feedback, and we're committed to addressing your concerns promptly. Please don't hesitate to get in touch with us directly so we can resolve this matter to your complete satisfaction.

Warm regards,
Anna

Soil and sea からの回答

2024年5月8日

Dear Bonghi-bo,

We appreciate your feedback and want to clarify the situation regarding the redirection of the Eversfield Organic website to our Soil and Sea website. Mark Bury, the founder of Soil and Sea, initially established Eversfield Organic. Unfortunately, he has had the business taken from him by the individuals currently occupying the butchery and office on his farm.

The unauthorized actions taken by the current occupants of Eversfield-organic, including not paying for utilities or rent, have led Mark to redirect his domain name to our website in an attempt to salvage his property and business. We want to assure you that we are not collecting any data from the Eversfield Organic site, as we have no access to it.

We understand your concerns and want to assure you that we are not associated with the individuals currently operating Eversfield-organic. We appreciate your support and value your privacy. If you have any further questions or concerns, please feel free to email us directly at hello@soilandsea.co.uk, and we will be happy to address them in an honest and transparent manner.

Thank you for your understanding.

Sincerely,
Soil and Sea Team

Soil and sea からの回答

2024年5月8日 に更新

Dear 'Ruth B',

Thank you for getting in touch, and we're sorry for the inconvenience caused by the status of your orders. We understand your frustration and want to assist you promptly.

It's unfortunate that your orders have been marked as pending on PayPal Express and then moved to a status of 'failed'. We take the security of transactions seriously, and sometimes, pending statuses are flagged as a precautionary measure to ensure the integrity of the transaction (I am happy to share screenshots with you to show you this was the case). However, we understand that this can lead to cancellations, as in your case.

Firstly, we apologise for the lack of communication regarding the cancellation of your orders. It's essential to us that our customers are kept informed every step of the way, and we regret that this was not the case in your situation.

Regarding the refund timeline, we completely understand your expectations for a quicker resolution. While our standard practice aligns with Shopify's payment terms of 3-5 working days for refunds to appear in your account, occasionally, it may take up to 10 days due to factors beyond our control. This is the wording we use on the cancellation emails. We appreciate your patience and understanding in this matter.

We assure you that our decision to cancel your orders was not personal. We value all our customers and strive to provide the best service possible. If there are any further questions or concerns you have regarding your orders or refunds, please don't hesitate to reach out to us directly. We're here to assist you in any way we can.

Once again, we apologise for any inconvenience caused, and we appreciate your understanding and patience.

Warm regards,
Anna

Soil and sea からの回答

2024年5月8日 に更新

Thank you so much for your glowing review, Tom! We're thrilled to hear that you found our meat quality, packaging, taste, and service all top-notch. Providing high-quality produce and exceptional service to our customers is always our top priority. And we're glad to know that you find our pricing reasonable as well. We appreciate your support and look forward to serving you again soon!

Warm Regards,
Anna

Soil and sea からの回答

2024年5月9日

Thank you so much, Shirin, for taking the time to share your wonderful feedback with us! We're incredibly grateful for your kind words and thrilled to hear that you've had such a positive experience with our family business. Providing personalised service and ensuring our customers' satisfaction is at the heart of what we do, and we're delighted that you've found our approach to be genuine and professional. Your continued support means everything to us, and we're truly honoured to have you as a valued customer.

If you ever need assistance or have any questions, please don't hesitate to get in touch—we're always here to help. Thank you again for your trust and loyalty!

Warm Regards,
Anna