Twootz.com Reviews 137

After several months of complaining about awful quality bird foodEbay have at last refunded me £20.75
Twootz lied that it was the manufacturers fault who were delaying the outcome and ebay several times closed the case
The case began in November 2025
I persisted and wouldnt let it go
YOU must act the same
Twootz should be closed online
If it happens to you dont let it go !!!!!
Or better still. Use a different supplier
AND AMAZON

emails bounce back, telephone doesn't get answered, live chat doesn't work. I have had to resort to sending a letter. So far this has not been answered. Think twice before placing an order. I have never known such delays and incompetence.

Once again, I have ordered something which showed as being in stock with delivery within 1-2 days. However, this is not the case as the items are not in stock, but shows as being available. Don't waste your time with this company. Customer service very slow and poor too. Still waiting for my refund.

Great product but waited 3 weeks for delivery. After 10 days I emailed and found the chosen suet pellets were out of stock. Why don't they let you know!!
Changed to different type which they had available but still waited another 10 days for the delivery.

Returned some goods worth £50 to them one month ago and still awaiting a refund. No response to emails and the phone just says there's no-one available to take calls. Appalling service again

I am happy with the suet pellets. They are good quality. The only bug bear is the check out system on their site. Usually takes me at least 3 attempts, it is so slow

I've been using this company for 10 years, with no issues whatsoever apart from uncertain delivery dates and a sudden cessation of confirmatory order emails a while back.
Opened a fresh pair of 26Kg suet pellets parcels 10 days ago to discover the pellets were wet / mouldy and reeking of a chemical smell. Inner plastic bag containing the wet / smell etc so the cardboard outer still pristine.
Company declined to take responsibility as order made 2 months before - despite the fact I had just finished using pellets bought over 4 months prior and which were still perfect.
I reluctantly had to accept a 'goodwill' order of 12.5Kg replacement pellets which were fine. But left me the problem of disposing of 25Kg of rancid pellets.
But I've just today received a further 25Kg of pellets parcelled in the usual manner (two 12.5Kg boxes taped together) where the boxes are utterly destroyed and only the plastic inners have kept the pellets intact.

Problem is they have given up on the robust 2 ply cardboard boxes and are now using single ply and with handhold cutouts which weaken them even more. I'm astonished the DHL guy even managed to carry the package as both inners of suet were hanging out and only the parcel tape (now paper - not the usual immovable stuff) was keeping the bits of cardboard together.
No point trying to save on a proven routine if it p****s your customers off!

Was promised the goods were in stock for next day delivery but it didn't arrive until 2 weeks later. So decided to return it. Since then I've emailed 3 times and had no reply, sent a facebook message no response and phoned but it just rings. Very poor customer service and I wouldn't recommend buying from this store

Ordered 50kilos of berry suet pellets on 11th August, and delivered on the 14th. Our birds love them.

I ordered 25kg of berry suet pellets from Twootz, they arrived after a longer waiting time than usual and to my disappointment when I opened them over half of them had a grey coloured substance on them and when I broke them open the same substance was on the inside, it felt sticky and was darker coloured, I have no idea what it was, I sent an e-mail to Twootz, after 5 days I received no response!, I e-mailed again! no response, so I tried phoning them to only get an answer phone, I left a msg to ring me and of course I have heard nothing! I paid £29.99 for my order and have ordered from them numerous times and had no problem, until now but I am not ordering anything else from them. Their customer service is disgusting. If Twootz would like to contact me after reading my review I will gladly speak to them. My order no. was 42018220106222 Carole Wood

Good quality bird food..I ordered mealworm suet and delivery was as promised.i had a question for customer service which they replied to quickly and professionally! The monkey nuts are great too..and at a cheaper price!

Following my previous negative review, I would like to report that Twootz contacted me and now I am satisfied with the way they handled my complaint. So now I'll continue being a happy customer (fingers crossed)

My order 7 days ago was for £139 bird food. The money was deducted immediately from my card.
THEIR WEBSITE SAYS:
Orders despatched 1-2 days
Delivered by DHL next day
We pride ourselves on Customer Service.
THAT IS ALL UNTRUE
I have phoned, emailed, sent message on website - because although they says contact Chat, there is no such thing. They dont have the decency to reply.

I've asked for a refund.

Only use this company if you want to chase for your goods!

Ordered 25kg of suet pellets on 6/1/25. Credit card company shows Twootz took payment on 6/1/25. Website says "All parcels are delivered by DHL (next day)". 7 days later and still no sign of order. I checked my account on the Twootz website and it says "This order is currently being processed by our warehouse team." This really is not good enough. I'm cancelling my order and buying from moleonline. I'm so glad I bought my peanuts from them. They delivered as promised.

EDIT: Following this review and an email, TWOOTZ sent me a full refund. I've only just verified that the credit card company has processed the refund but it looks like the refund was processed sometime between the 15th and 18th of Jan... So a quick response from TWOOTZ

I have been buying from Twootz for years now, mainly fat balls and suet pellets. They have always been good quality and very securely packed- in fact I think they must have shares in a sticky tape company! For several years I have only had notification from Worldpay and when goods are being collected by courier but they do always arrive. Recently the 2-3 week wait has come down to 2-3 days but I always allow 2-3 weeks just in case. On the one occasion I was sent peanut butter instead of suet pellets I was immediately sent the suet pellets and wasn’t asked to return the peanut butter so no complaints from me or the birds!

I started using Twootz in 2019. I've ordered from them 11 times since then. Orders taken extraordinarily up to 6 weeks to arrive - as other reviewers have said. This month however I ordered on 3 September and received on the 9th. I subsequently ordered some of their peanut butter for birds* on 7 September and it arrived on the 11th. So for the moment at least orders are arriving really quickly.

The quality of the items, the loyalty points and the no-frills approach by them means I am very happy.

* A reviewer said that peanut butter made less mess than fat balls. It arrived with 4 empty coconut shells. It's more greasy and soft than I expected. I smeared it into the shells. As yet I don't think the birds have ventured near it - although it smells delicious. I think with forthcoming cold weather it will become easier to form into balls to put into their feeders.

It is easy. I don’t have to look anywhere else for bird food. The variety of birds at our feeders go through a lot of peanuts. Website easy to use, prices and customer service good. Delivery right to the door. I like that they do not use Evri. Very pleased. Have been a customer for years.

I have used Twootz a number of times. Prices are usually good, but very disappointed with the latest delivery of peanuts. Far too many are rotten and shrivelled, such that i have to go through them before putting into the feeders; something i have never had to do before. Only another 15kg to sift through!. Will think again before going for the cheapest product.

Twootz provide a superb product for our garden songbirds however they've been delivering to the wrong address for two years now so I've exhausted the company contact details ie. Phone and email. I'm now convinced there is no-one employed by TWOOTZ that's capable of answering the phone or responding to emails. All I want to do is correct my address with them as the address they supply to the delivery couriers is corrupted, henceforth delivered to the wrong address.
If they don't respond soon then I'll take my custom elsewhere...Enough is enough.

Really disappointed to be writing this awful review, but I feel I have no option. I've been ordering from Twootz for several years now, the delivery times have always been slow but, usually got an update here and there. This time, only received an email from Worldpay to say the money had gone through. Since then, nothing, nada! I have tried to phone (no one to take the call), emailed twice ( no reply), used the Live Chat (no one there to reply) and contacted via messenger on their Facebook page (nothing). Like others have commented, have they gone bust? I don't know but, noticing the same comment dating back to 2022, I can only presume they are just a really bad company to order from! You can't even blame the couriers nowadays, they're mostly on the ball and give regular updates. I use these because I can't get bulk peanut butter for the same price anywhere else....Looks like I'm going to have to bite the bullet sadly!

UPDATE: 14 Feb. Still waiting, had email last week to say "Because of Red Sea Crisis" there was delay, but they were now in process of being manufactured so would be prob next week sometime? REALLY? Still waiting.....