Superfood Market レビュー 

Superfood Market からの回答

2日前

Hello Sue,

We’re really sorry, Sue. We completely understand your frustration, particularly as you took the time to photograph all three dented tins and send the photos to us, yet initially only received a refund for one.

You shouldn’t have had to keep chasing us about this, and we’re sorry for the additional frustration this has caused after everything else you’ve experienced with this order.

We can confirm that the remaining two dented tins have now also been refunded, so all three damaged tins have been accounted for.

We genuinely appreciate the time and patience you’ve given us while trying to get this resolved. We’re very sorry that this order has been such a disappointing experience, and we completely understand your frustration.

Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月14日

Hello,
Thank you for taking the time to share your feedback. We are genuinely sorry that your experience with us was so disappointing.
We completely understand your frustration after waiting such a long time for your order, receiving only part of it, and having to contact us yourself to get updates and reassurance. You should not have had to keep chasing us for information, and we appreciate how frustrating that must have been.
While we are glad our team was able to assist when you contacted us about the missing items and refund, we recognise that this does not make up for the overall experience or the lack of communication throughout your order.
Unfortunately, your order was affected by the operational and fulfilment issues we have been experiencing, which caused significant delays and disruption. However, we understand that this does not excuse the communication you received.
We are very sorry that we have left you feeling that your custom was not valued. We genuinely appreciate you taking the time to share your experience, and we will take your feedback on board as we continue working to improve our service.
Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月14日

Hi,

We’re really sorry to read this, and we completely understand why you’re disappointed.

Waiting two months for an order is an incredibly long time, and we know how frustrating it must have been, especially when you were also unable to access our website and struggled to get a response from us. We’re genuinely sorry that we let you down.

We also apologise that one of your items was missing when the order finally arrived. We have already processed the refund for the missing item and sent emails regarding this, but we understand that receiving a refund after such a long wait doesn’t make the overall experience any less frustrating.

We went through a very difficult period operationally, which affected our website, communication and fulfilment. While we can explain what happened, we know that doesn’t make the experience any easier for you.

We’re now back up and running, and we’re working hard to put things right and regain the trust of customers who were affected.
We’re genuinely sorry for the experience you had, and thank you for taking the time to share your feedback.

Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月14日

Thank you so much for your incredibly kind and understanding review.

We’re truly grateful that, despite the shipping issues and delays, you felt supported by our team and were happy with the product and customer service. Your patience and encouragement mean a great deal to us, especially after such a challenging period.

We’re so pleased to hear that you’d continue shopping with us. We’re now back up and running and working hard to provide the reliable service our customers deserve.

Thank you again for your support — it genuinely means a lot to the whole team.

Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月13日

Hello Carol,

Thank you for your review and for your kind comments about the flour. We're really pleased to hear that you were happy with the product itself.

We are, however, very sorry that your order took so long to arrive. We completely understand why such a significant delay would affect your overall experience, even when the product itself was to your usual standard.

We really appreciate your patience and hope that we can provide you with a much smoother experience next time.

Kind regards,

The SFM Team

Superfood Market からの回答

2026年8月10日

Hello,
Thank you for taking the time to share your feedback. We are sincerely sorry for the frustration and concern this situation has caused.
We completely understand how concerning it is to have requested a cancellation, received confirmation that it had been cancelled, and then still be waiting for the funds to be returned. We appreciate that having to follow up repeatedly without receiving the resolution you expected has been extremely frustrating.
Unfortunately, your order was affected by the operational and fulfilment issues we have been experiencing, which have caused significant disruption to our normal processes.
We are sorry that your experience has left you feeling this way. We can see that you have already been in contact with our team, and we would like to ensure that the outstanding matter is addressed. Please continue to correspond with us at hello@superfood-market.com, and our team will assist you further.
We sincerely apologise for the inconvenience and disappointment caused.
Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月10日

Hi,

We’re genuinely sorry about the experience you’ve had.

We completely understand how disappointing it must have been to wait several weeks, only for your order to arrive with the box crushed and the crackers broken. We sincerely apologise, this is certainly not how we would want your order to reach you.

If you could please email us at hello@superfood-market.com with your order number and, if possible, photos of the damaged items, we’d really appreciate the opportunity to look into this for you and see how we can help.

We’re truly sorry again for the inconvenience and disappointment caused.

Kind regards,
The SFM Team

Superfood Market からの回答

2026年8月7日

Hi,

Thank you for taking the time to share your feedback. We are genuinely sorry that you have been left waiting since June and have now had to request a refund. We completely understand how frustrating and disappointing this must have been, and we sincerely apologise for the experience you have had.

Your order has unfortunately been affected by the operational and warehouse issues we have been experiencing, which have caused significant delays for a number of customers. We appreciate that, regardless of the circumstances, you should not have been left waiting this long without a proper resolution.

We would really like the opportunity to look into your case personally. Please email us at hello@superfood-market.com with your order number so we can locate your order, prioritise your case and work towards resolving this for you as quickly as possible.

Once again, we are truly sorry for the inconvenience and disappointment caused, and we appreciate you bringing this to our attention.

Kind regards,

The SFM Team

Superfood Market からの回答

2026年8月5日

Hi,

Thank you for taking the time to share your feedback, and we are sincerely sorry for the experience you have had.

We completely understand your frustration after waiting so long for your order and then not receiving the update you were expecting. We appreciate that this has caused you to lose confidence in us, and we are sorry that we have fallen short of the standard of service you expected.

Unfortunately, your order has been affected by the operational and warehouse issues we have recently been experiencing, which have resulted in delays to a number of customer orders. While this explains the delay, we fully appreciate that it does not lessen the inconvenience caused.

We can see that you have already been in contact with our team, and we apologise that you have not yet received a further update. To help us identify your order and reopen your case as quickly as possible, please reply to our email or contact us at hello@superfood-market.com with your order number. Our Customer Support team will review your case and work towards a resolution as soon as possible.

Thank you for your patience and understanding. We truly appreciate the opportunity to put things right.

Kind regards,

The SFM Team

Superfood Market からの回答

2026年7月30日

Hello Alessia,
Thank you for taking the time to share your feedback, and we are very sorry to hear about your experience.
We completely understand how frustrating it has been to experience such a significant delay after placing your order. Unfortunately, your order has been affected by the operational and fulfilment issues we have been experiencing, and we sincerely apologise for the inconvenience and disappointment this has caused.
We can see that you have already been in contact with our team, and we appreciate your patience while we work to resolve your case. Our team will continue to keep you updated directly via email and support you until this matter has been fully resolved.
Thank you for your patience and understanding.
Kind regards,
The SFM Team

Superfood Market からの回答

2026年7月14日

We're truly sorry to hear about the delay with your order and understand how frustrating this has been.

We'd really like the opportunity to investigate this for you and help bring it to a resolution. Please could you send us an email at [hello@superfoodmarket.com] with your order details? Once we receive your email, we'll ask our team to prioritise your case and get back to you as quickly as possible.

We sincerely apologise for the inconvenience you've experienced and appreciate you bringing this to our attention.

Kind regards,

The SFM Team

Superfood Market からの回答

2026年7月17日

Thank you for taking the time to share your experience. We're so sorry that we've let you down.
Reading your review, we completely understand why you're frustrated. After having shopped with us successfully in the past, this experience must have come as a real disappointment. Having to chase updates, wait so long for your order, and then experience problems with your refund is simply not the experience we ever want our customers to have.
We're especially sorry for the stress this has caused, particularly as you needed the suncream for your trip. We appreciate that an apology doesn't undo the inconvenience, but we are genuinely sorry.
We'd really like the opportunity to put this right. We'll be reaching out to you by email as a priority so we can personally review what's happened with your PayPal refund, investigate why it hasn't completed successfully, and make sure this is resolved as quickly as possible.
Thank you for bringing this to our attention. We truly appreciate your patience, and we're sorry that on this occasion we haven't lived up to the standards you rightly expected from us.
Kind regards,
The SFM Team

Superfood Market からの回答

2026年7月9日

Hello,

Thank you for sharing your feedback. We are sincerely sorry to hear about your experience and apologise for the frustration caused by the delay and the communication you received.

Unfortunately, your order was affected by unexpected operational and logistics issues, and we understand how disappointing it was to receive an automated dispatch message after requesting a cancellation. We also apologise that your experience over the phone did not meet the standard of service we aim to provide.

As requested during your call, your order was cancelled and your refund was processed. We regret that we let you down and appreciate you bringing these issues to our attention, as your feedback helps us improve our service and communication.

Kind regards,
Customer Support Team

Superfood Market からの回答

2026年7月10日

Dear David,

Thank you for taking the time to share your experience. We are very sorry that your order was not delivered and that you had to wait so long before deciding to cancel it.

We understand how disappointing this must have been, particularly when you were expecting delivery within the timeframe shown at the time of placing your order. We also appreciate your comments regarding our communication and recognise that we should have kept you better informed throughout.

We are pleased that your refund has been processed, although we fully appreciate that this does not make up for the inconvenience and frustration you experienced.

Your feedback is important to us, and we are reviewing both our fulfilment processes and customer communications to ensure we provide a better experience going forward.

If there is anything further we can assist you with, or if you would like to discuss your experience in more detail, please contact us at hello@superfood-market.com and a member of our team will be happy to help.

Kind regards,
The Superfood Market Team

Superfood Market からの回答

2026年7月10日

Dear Birdy,

Thank you for taking the time to leave your review. We are genuinely sorry to hear about your experience and that we have let you down.

As one of our valued returning customers, we are particularly disappointed that we have not provided the level of service you have come to expect from us. We appreciate you sharing how important timely deliveries are, particularly given your disability, and we are sorry for the additional stress and inconvenience this has caused.

We understand your frustration, especially as you placed your order after we had advised that normal delivery times had resumed. We recognise that your order was not dispatched within the expected timeframe and that our communication fell short of the standard you should have received. For this, we sincerely apologise.

We would also like to reassure you that your refund request is being processed. We understand your concerns after reading other reviews, particularly when a significant amount of money is involved, and we are sorry for any uncertainty this may have caused.

If you have any questions or would like an update on your refund, please contact us at hello@superfood-market.com, and a member of our team will be happy to assist you.

Thank you again for your honest feedback. We value your comments and will use them to improve both our service and our communication.

Kind regards,
The Superfood Market Team

Superfood Market からの回答

2026年6月29日 に公開

Hi Gillian,

We're sorry to hear about your experience. We appreciate how disappointing it has been to wait so long for your order and to feel that you haven't been kept properly informed.

We know that clear communication is just as important as resolving the issue itself, and we're sorry that our updates haven't provided the clarity you were looking for.

We've responded to you directly regarding your order and will continue to keep you updated.

Kind regards,

The SFM Team

Superfood Market からの回答

2026年6月26日

Hello,

Thank you for taking the time to share your feedback. We are sincerely sorry for the frustration and disappointment caused by the delay with your order and the lack of communication you experienced.

Unfortunately, your order was affected by unexpected operational and logistics issues, which resulted in significant delays. We understand that our communication did not meet your expectations, and we apologise for not providing timely updates throughout the process.

As requested, your order has now been cancelled and a full refund has been processed. We regret that your experience led you to feel this way, as it is not the level of service we strive to provide.

We appreciate your feedback and are using it to improve both our operations and customer communication to help prevent similar situations in the future.

Kind regards,
Customer Support Team

Superfood Market からの回答

2026年6月25日

Hello,
We’re very sorry to hear about your experience and sincerely apologise for the frustration this has caused.
As requested in your previous emails, we have cancelled your order and processed a full refund. If you have sent us any further emails after this, please let us know so we can review them and ensure that nothing has been missed.
Again, we apologise for the inconvenience and appreciate your patience and understanding.
Kind regards,
SFM Support Team

Superfood Market からの回答

2026年6月15日

Hello Amy,

Thank you for your feedback, and I’m very sorry to hear about your recent experience.

As a long-standing customer, we are particularly disappointed to hear that we have lost your trust. We completely understand how frustrating it must have been not to receive your order and to feel that your communications were not responded to as expected.

We would like to investigate this further and understand exactly what happened. Unfortunately, we are unable to identify your order from the information provided in the review.

Please could you contact us at hello@superfood-market.com with your order details and any additional information relating to the communications you sent? A member of our team will review the matter and get back to you as soon as possible.

We sincerely apologise for the frustration and inconvenience caused and appreciate you bringing this to our attention.

Kind regards,
The SFM Team

Superfood Market からの回答

2026年6月10日 に更新

Hello Vanessa,

Thank you for taking the time to share your experience, and I am truly sorry to read this.

We completely understand how stressful and upsetting this must have been, especially at 9 months pregnant and when you were relying on these tablets. The last thing you should have had to worry about at this stage is whether an essential order would arrive on time.

Unfortunately, your order appears to have been affected by unexpected operational and supplier-related delays which have impacted our normal fulfilment times. While we appreciate that this does not change the experience you have had, we sincerely regret the frustration, uncertainty, and inconvenience this has caused you.

We would very much like the opportunity to investigate this for you and see what we can do to help. Please could you contact us at hello@superfood-market.com with your order details if you have not already done so, and our team will review the matter as a priority.

We sincerely apologise again for the disappointment caused and hope we can assist in resolving this for you.

Kind regards,
The SFM Team