Shipping took forever. Received goods were in poor condition, on the verge of expiration. Some goods were not even correct.
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Excellent service and at a price I'm happy with. Also found The English Grocer is cheaper than using Britstore or British Corner Shop - the main difference arises from customs charges - I've been rou... See more
My order never arrived. After 2 months they resend me the invoice (including chf 19.90 for shipment, no comment). Update: yes rotten sausages finally arrived (what a coincidence, shortly after I h... See more
Company replied
Sick and tired of being ignored. I have contacted the company numerous times by email, phone, messages, and WhatsApp, but there has been no reply, no order and no refund. I received a 3rd of my orde... See more
Company replied
Company details
Written by the company
We import and deliver your groceries from England to your door in Switzerland. Shop our massive selection from M&S, Waitrose, Iceland and more! We use our own refrigerated and frozen delivery vehicles to deliver your orders nationwide. Delivery is FREE in most cases.
Contact info
The English Grocer, Maxwell's Foods 48 Route des Acacias , 1227, Geneva, Switzerland
- 022 548 19 64
- hello@englishgrocer.ch
- englishgrocer.ch
2.4
Poor
294 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 42% of negative reviews
Typically replies within 2 weeks
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I've never had to complain but sadly…
I've never had to complain but sadly one order was missing due to Christmas rush, and whilst I have a voucher having already paid ahead I now have to order for a minimum of chf 50.-- despite having a great selection I will be ordering again at some point.
17 January 2023
Outstanding quality and service
Yet again, great products and exceptional service, thank you!
11 January 2023
Great selection and service!
Many products that can usually only be found back home. The selection is vast and the service is great!
10 November 2022
Unprompted review
Great service
Great service every time from Max! Good products and super reliable each time. Highly recommend!!
25 November 2022
Unprompted review
Disappointing experience
We were pleased to identify the English Grocer for our food purchases for post Brexit Christmas Dinner. We have a holiday home near Geneva. Unfortunately things didn't work out too well. The website and follow up emails confirmed we could pick up from their depot, our preferred option. We didn't want to have to wait in for a delivery and we would also save on delivery costs. The reality was that after much backwards and forwards depot collection wasn't available. Communication could be improved. There is a phone number to call but the phone responder was unable to help. The delivery arrived with items missing and a standard letter saying that there may well be items missing and asking the client to let the English Grocer know if the order was incomplete to get a credit note or refund. Its a busy time of year but our sense is the company can't cope with their volume of work and small orders like ours are probably not prioritised.
16 December 2022
Right on Time
Ordered some English products for Xmas. All arrived on time and we were able to make the most. Thank you Max!
21 December 2022
Unprompted review
EXCELLENT SERVICE.EVERYTHING EXCELLENT…
EXCELLENT SERVICE.EVERYTHING EXCELLENT MANY THANKS
22 December 2022
Reply from The English Grocer
Thank you very much Graham! It means a lot to me and the entire team that you're satisfied with our service. It's great to have you as a returning customer and we love bringing you everything from seasonal gift baskets to essential seasonal British treats hand-delivered to your door! Have a very happy new year and a well-deserved rest!
quality of merchandise very poor but…
quality of merchandise very poor but still
very expensive
22 December 2022
Reply from The English Grocer
Hello Wendy,
I'm sorry that you found the overall value poor. I will take this feedback onboard and attempt to source higher quality products for your taste and deliver a higher overall standard on your future orders.
As a regular and returning customer for many years now, we hope to change your mind on your next delivery and earn a 5* Review from a 5* customer like yourself! :D
I will be sure to follow up with you privately on this issue as well. Thank you for your ongoing support and honesty!
- Max
Personal delivery great quality !
22 December 2022
Reply from The English Grocer
Thank you for your regular orders Elly! We are very happy to have you as a customer :)
See you soon!
- Max
I have not received a complete order
20 December 2022
Reply from The English Grocer
Hello Lucia,
Thank you for letting us know. I have flagged your order for review and we will be contacting you to arrange a credit, refund, or compensation for the missing items. Please expect an email to come from us.
We're sorry that this happened on this occasion, some mistakes were unavoidable leading up to Christmas. I hope to make this up to you in the New Year and I look forward to seeing you soon!
Thank you very much for your honest feedback, I hope to earn a 5* review from you next time!
- Max
I ordered a delivery for Christmas and…
I ordered a delivery for Christmas and due to delivery issues with UPS it was looking like it was going to be late for Christmas. Max was nothing but helpful and went out of his way to make sure I had a last minute delivery just in time for Christmas. Outstanding customer service and I will be ordering again!
23 December 2022
Unprompted review
Reply from The English Grocer
Thank you very much Sophie! :-)
We did our best on this occasion... Lots of learnings involved in using UPS around Christmas!
I look forward to delivering to you in the New Year :)
Max
Customer disservice, avoid at all costs
I placed an order 1st October, part order received 15th November including expired mince pies and animal product-containing foods, none on which I had ordered as I don’t like mince pies and am vegetarian! Chased for a further month, eventually requested a refund only to have my request ignored and a further part order sent, this time containing damaged food packaging, frozen foods defrosted and spilled in the foil bag (all which had to be disposed of). Again requested a refund, let’s see what happens.
Such a shame as I was so looking forward to being a regular customer as they carry Linda McCartney vegi products which I can’t find here in Switzerland. I’m sadly saying I do not recommend them and would actively promote avoiding at all costs.
21 December 2022
Unprompted review
Great experience!
Been a client for years now. Always happy with the service that Max and his team provide. We always get our delivery in short times, if sometimes there's been a delay or any issue with one of the products they have allways reach out to us and we have arrange a solution. Miss the shop and tea salon when they where at Saint Genis, but we are happy with the online shop.
14 December 2022
Unprompted review
Don't expect to receive what you ordered
Received only a partial delivery of my items after several months. Emails about the missing items were not answered. Don't use these people, there's better sites available that can provide British goods to Switzerland. I lost about CHF 150.
14 December 2022
Unprompted review
Reply from The English Grocer
Hello, unfortunately there is no valid order number attached to this review so I have no way to know who you are? Please reach out to us immediately to confirm your identity so that we can see why this happened and what happened.
This could it be that the items you ordered are no longer in stock in the U.K., or that your refund is being processed for the outstanding items as of the time your order was sent. It could also be that fresh items and frozen items are being sent separately leading up to Christmas.
I do apologise that this next 10 days will be a bit busy leading up to Christmas and that some replies may not be as quick as you would like, but I insist on resolving this for you ASAP.
Max
Update: we have requested your order information be confirmed by Trustpilot. Please can you contact us.
Update: we have not received your order information yet. Please contact us.
Big delays, missing items
The order has arrived with a big delay and again one item is missing. Furthermore we still have not received compensation for or delivery of the missing items of a previous order, even though we were promissed this - with a discount that has not been applied either.
7 December 2022
Reply from The English Grocer
Hello Monika, I'm very sorry once again that we let you down on this occasion.
Since bringing this to my attention I have rectified this for you and made sure that you received the products that were unavailable on your previous order from July in the form of a second delivery.
We have a large catalog of over 6,000 products. Sometimes, a supplier discontinues the product or it remains unavailable for a long period of time. Similar to your local supermarket, there's not a whole lot we can do about this. I have delisted the fresh item that remains unavailable from our catalog and I will try to remain vigilant about this in the future and inform you faster of any potential delays.
As for the discount, you were sent a second parcel which you've now received with the items making up the discount. Finally, I have also issued you a coupon code as a commercial gesture for this confusion. I hope to be more speedy with your order next time, and I hope to change your opinion of my service on your next order :D
Have a lovely weekend,
Max
Patience is a virtue.
Many times very confused order processing & tends to take far too long for products to arrive to my home. Quite often have to send several e-mails for them to get my order right, ----- in the end. Can be very frustrating & extremely time consuming. Range of products or obtaining products by special request quite good, if you have the time to wait.
6 December 2022
Reply from The English Grocer
Thank you for your feedback, John. Unfortunately, the custom products you've requested from Marks & Spencers are restricted and not available at all M&S locations.
This means we cannot import these on our regular weekly/ bi-monthly shipments. They must be delivered on our special consignments declaring products of animal origin. I apologize for our recent misunderstanding about the product being fresh or tinned, it wasn't obvious as the name "lean ham" is also a fresh product there...
Anyway, as the invoice is not yet been paid by you I will await to hear if you wish to proceed or not with the order. We hope to be able to deliver the taste of home to you again very soon :)
Warm regards,
Max
Not one not two but three terrible…
Not one not two but three terrible experiences. They take your money promise you delivery. Takes ages to reply to your mails. Then don’t deliver like they say. You spend so much time constantly asking what’s happening. Or worse still waiting in line I have done for no parcel to arrive. I can’t recommend at all
6 December 2022
Reply from The English Grocer
Hello Dawn, as a loyal and repeat customer of our service it pains me to have let you down on this occasion. Between a partial delivery or two, it just so happened that there were a few shortages or difficulties between a signature courier package and a missing fresh pie or two! Rest assured, I will do everything in my power to make this up to you :)
- I have implemented some changes since the summer including a dedicated customer success manager available part-time 4-8pm every day! This will ensure all emails are answered by end of the day.
- We have exchanged many emails on the subject, but I wanted to state that we do not stock most of the products listed as we are a catalog-based ordering service. This was a change to our business model which has allowed us to increase the number of products offered to over 6,000 this December vs our competitor's smaller catalogs.
I have followed up with you again by email and I respect your review of our service and decision on this occasion was less than optimal. I look forward to seeing you on one of our next local deliveries.
Warm regards,
Max
I can’t under German but your service…
I can’t under German but your service is great please don’t send me stuff in German I can’t understand
2 December 2022
Very late delivery
Very late delivery. If I hadn't found an alternative source of suet, I would have had no Christmas pudding
23 November 2022
Prompt service and helpful service
Prompt service and helpful service. Although the goods had to be purchased in the UK the delivery period was fine.
2 December 2022
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