Totally Welsh Reviews 156

So we’ve been a customer of milk deliveries for many many years. For the last 3-4 years with totally Welsh and 20 years+ with unigate then milk and more .
The last few months have been awful we’ve poured more away than we’ve drunk. We’ve cancelled the full fat and only now have a couple pints of semi - that still goes off before the next delivery.
What on earth has happened? Clearly the storage isn’t refrigerated properly and the milk is often the same date all week. So I suspect a reduction in the depot deliverys each week of organic milk and its not being stored correctly.Despite constant apologies nothing changes. And what happened to the wonderful totally Welsh customer services staff & dept ? They sorted everything with ease and professional friendliness- now we have a call centre miles from home and providing a faceless generic response to everything without sorting the issues. Meanwhile the milk continues to be off and poured away- oh and we pay more for this appalling service.
Perhaps someone should actually do something about this as clearly I am not the only one reading other reviews.

We’ve been with Totally Welsh for several years and been really happy with their service. Unfortunately they’ve switched to Moreco Group and we’ve had nothing but problems since. Firstly, we weren’t informed of any upcoming changes, so our usual direct debit was stopped. Despite paying over the phone to clear the balance, they’ve taken another payment via an unauthorised direct debit. On questioning this (they’ve charged us nearly £300 for less than 2 months of deliveries, which were previously about £40-50 a month) it seems they expect us to be 7 weeks in credit. We’ve sent multiple emails and all have been responded to with patronising and insulting responses, with clear contempt for customers. The invoices we’ve received make no sense and don’t even follow on from the previous week. We’re now planning on cancelling completely as clearly a terrible transition. Such a shame given a previously great service.

We have been loyal customers for over 4o years supporting Welsh farmers, the dairy and their staff but we have noticed a rapid decline in customer service recently. Having grudgingly accepted a reduce delivery frequency to enhance the delivery drivers 'Work life balance' we found milk on the doorstep before we had gone to bed on a hot summer night. We recently tried to suspend our order for certain deliveries whilst we were on holiday. A concept that seemed beyond the comprehension of the lady who answered the call from a noisy foreign call center. No milk on the doorstep when we returned home, result! But two deliveries later - no milk. What happened to the charming Welsh lady I used to speak to? Can't face the charade on the phone again. Supermarket here we come, such a shame.

Undoubtedly the worst Company I have ever had to deal with. I have been trying to pay My bill for over a week, to be met with answerphone message telling Me “nobody is available to take Your call, please leave a message” which I have done, to no reply.
Eventually one call was answered by what sounded like an Indian call centre, They explained that “the payment team will call
You back to take payment” (of which they never did!)
I am a totally honest person who just wants to pay the bill that is owing & after this experience & also milk being delivered to My neighbour instead of My address, empty milk bottles amassing because they are never collected, I will also be closing My account forthwith. That is if anyone ever contacts Me!

I have been a doorstep customer for at least 20 years through the various incarnations of this business. Customer service had completely collapsed, their app and website are not functioning, no invoices or method of payment available except by phone. Their call handler sounded like they were in another country the call was so bad we couldn’t communicate. Once I get to pay I’ll be leaving unless there’s a rapid improvement

Total lack of customer care/communication.
After months of trying to get in touch with these people to sort out my bill I finally gave up.
Now these people have passed my account to a collection service who are threatening me with court action.
The nerve of these people is unbelievable.
Give them a wide berth unless you enjoy stress and aggravation.

I'm a very longstanding customer but have been treated appallingly by this company. They suddenly stopped leaving monthly bills with my doorstep delivery, failed to issue any electronic bills and made no contact to say the arrears were accumulating. Despite this complete lack of communication, billing or any chasing/reminder process I recently received a final demand and threat of legal action from a debt collection company for arrears. When I called to query this they had no information to explain why this had happened, offered no apology and simply emailed an invoice, which was the first proof and request for payment that I'd received. What's more, this is the second time that this has happened in less than a year. I've paid the debt and now cancelled future deliveries, bringing an end to over 15 years of previously reliable service. Extremely poor!

I signed up in January and ended up cancelling in February. Appalling service. Many times no milk was delivered at all. When I contacted customer service, they usually responded but not always. I was assured I'd be refunded or not charged for the missed delivery. I'm still not certain if the amount I paid was actually correct. The invoices weren't always clear. My final bill came through for 3 pints. I'd already told them of missed delivery. Should only have been charged for 1. When I pointed this out, I was assured that I wouldn't be charged, yet when I checked my bank statement I had been charged. When I again contacted them they did credit me. I cancelled at the end of Feb, but it has taken until May to sort everything out.

The freshness of the milk has gone down hill in recent months, I had no delivery of milk again this morning, third time in the last few months, also I have had to clean the foil tops before opening, they have been really dirty, when I called, they had a matter of fact attitude, saying, "yeah our delivery van broke down", want have milk today, next delivery is Tuesday, I want to support local business and I liked having milk in a glass bottle, but if things don't improve, I am afraid I will be cancelling my order

I am disappointed Christmas milk was date 1 Jan was off before I could use it Same with New Year. I place out milk etc in my porch with note explaining This appears was ignored and another milk was left opposite the ones waiting for the milkman to deal with. During the holiday period I will add I had to have some one get me milk. I am disabled I do not want any more delivered. I need the bill. G Harris

I’ve had my milk delivered for a while now, the customer service is helpful and friendly. The new portal is very easy to get around to change your order or add to it. There are little presents left before Easter and I have a Christmas card.

Good reliable delivery. Could do with a better website.

The door step delivery is fantastic.
Always there in the morning.
Your customer service is always helpful if and when I need to speak to them.
And your online ordering is so easy,

Clear responses in reply to questions on the phone. I felt that I was a valued customer and that they were seeking to help me.

I have found you very promp and when talking to the staff. Very nice and polite and nothing us to much trouble

Easy to deal with on line, efficient and reliable

Always on time delivering. Polite on the phone to adjust for holidays.

Date of experience all year.

You dont have that option.

Totally Welsh deliver regularly and ccurately although there was a small error in a recent delivery.

If I could give no starts I would. This company has been supplying a local primary school with milk. The milk has been going off way before it use by date. We have lost count of the number of bottles we have thrown away. Bottles smell like a farmyard. Necks of some bottles have been chipped when opening them so cannot use as we don’t know where the chipped bit is. Now to top it off our last delivery was not dated at all. Pretty sure this is illegal and has been reported to the relevant authorities.