ECatering Anmeldelser 1.111

Besvarelse fra ECatering

For 4 dage siden

Hello, 

Thank you for taking the time to leave your feedback, we are truly sorry to hear you are disappointed with the service you have received. 

After looking into your customer experience in detail, we can confirm that you had contacted us regarding an alteration to your delivery address. At this time, we confirm that we had updated the details on part of your order, however, we were unable to alter the delivery address for the remaining item, as this had already been dispatched from an alternative site. 

We’re sorry to hear that you felt our customer service was rude. That’s not the experience we want for our customers, and we appreciate you bringing this to our attention. Your feedback will be reviewed and investigated, so we can make any necessary improvements. 

You have mentioned 'You get something else or nothing at all', we take comments like this seriously and are reviewing the situation internally to understand what went wrong and how we can prevent it from happening again. We would appreciate the opportunity to look into your specific order and try to resolve this; we will email you directly for further information.

Best regards
The ECatering Team

Besvarelse fra ECatering

For 6 dage siden

Hi,

Thanks for taking the time to leave your feedback, and I’m really sorry to hear you’re disappointed with your experience.

I completely appreciate how frustrating it is to receive a damaged item, and I’m genuinely sorry for the inconvenience this has caused you. In this case, we acted as quickly as possible to resolve it once we were made aware – arranging collection, keeping you updated, and ultimately replacing the unit and refunding the price difference so you weren’t out of pocket.

There were a couple of delays during the collection process, including instances where the courier attended but the item wasn’t ready for handover, which did slow things down slightly. That said, we still pushed this through as quickly as we could and ensured it was resolved in full.

We also want to be clear that whilst we do everything we can to prevent issues like this, unfortunately damage can occasionally occur in transit, even with careful handling and packing. When it does, our focus is always on putting it right as quickly and fairly as possible.

We’re pleased the replacement has now been arranged and it is due to arrive before midday today.

If there’s anything further we can help with, please don’t hesitate to contact us directly.

– The ECatering Team

Besvarelse fra ECatering

12. apr. 2026

Thanks for taking the time to leave a review – really pleased to hear you’re happy with the product!

Appreciate your support.

– The ECatering Team

Besvarelse fra ECatering

12. apr. 2026

Thanks so much for the great review – really glad to hear everything was straightforward and that the products arrived early as well!

We appreciate your support.

– The ECatering Team

Besvarelse fra ECatering

Opdateret den 10. apr. 2026

Thank you for leaving a further review, and we're sorry you felt our previous response didn't fully address your concerns, we'd like to try and do that here.

We absolutely respect your right to share your experience, and we understand how frustrating this has been. That said, we also feel it's important to provide some clarity for anyone reading.

On the 5% promotion, the discount applies to selected products only, and the full breakdown, including any discounts applied, is clearly shown at checkout before an order is confirmed. We're sorry it didn't feel like the saving you expected, but the information is available prior to purchase.

Regarding delivery - your order was placed on Wednesday 1st April. With the bank holiday and weekend covering Friday 3rd through to Monday 6th, delivery on Wednesday 8th falls exactly within the 2–3 working day service selected.

On communication, our records show that a tracking link was sent the day before delivery, and an SMS notification was issued 1 hour and 20 minutes before the driver arrived. We're sorry if these didn't come through in the way you expected, but they were sent, and we want to be transparent about that.

Where we do hold our hands up is on the kerbside drop itself. Our deliveries are kerbside only and this is clearly advertised at point of order. Leaving nearly £4,000 of equipment outside an unattended property however without a direct call from the driver is something we've taken up with our courier, and we're sorry that part of the experience fell short.

Best Regards
– The ECatering Team

Besvarelse fra ECatering

9. apr. 2026

Hi there,

We’re sorry to hear you’re unhappy with this.

Having reviewed the tracking, the courier made multiple delivery attempts, but unfortunately the premises was closed on each occasion. At no point were we made aware of any specific delivery requirements, restricted opening hours, or alternative arrangements needed.

As the delivery was attempted as agreed and the courier service was fully carried out, the original delivery charge still applies. However, we want to be clear that we have not charged any additional return fees, despite the parcel being sent back to us after the unsuccessful delivery attempts.

We do understand how frustrating this situation is, and if you’d like to arrange a redelivery, we’d be more than happy to help get this sorted for you.

Please feel free to get in touch with us directly so we can assist further.

– The ECatering Team

Besvarelse fra ECatering

7. apr. 2026

Thanks so much for your kind review!

We’re really pleased to hear you’re happy with the oven and that it’s working well for your dessert business - that’s exactly what we like to hear.

Wishing you all the best with it, and thanks again for choosing us!

– The ECatering Team

Besvarelse fra ECatering

31. mar. 2026

Hi Matt,

Thank you so much for your kind review! We’re really pleased to hear you’re happy with the item and that delivery was nice and quick.

We really appreciate the recommendation!

– The ECatering Team

Besvarelse fra ECatering

Opdateret den 30. mar. 2026

Hi Sharon,

Thank you so much for your kind review, it really means a lot.

It was an absolute pleasure working with you, and I’m glad I could help make everything clear and straightforward along the way. We really appreciate your continued support over the years as well.

We look forward to working with you and the team at Piece of Cake again soon.

Best regards,
Chris

Besvarelse fra ECatering

1. apr. 2026

Hi Mr Arif,

Thank you for taking the time to speak with us yesterday.

We’re glad we were able to clarify that this issue wasn’t related to your order with us, although we’re very sorry to hear about your experience with the other company and the inconvenience caused.

If you’re happy to do so, we’d really appreciate it if you could update your review to reflect the service you received from us, as we always aim to provide a smooth and reliable experience for our customers.

If there’s anything further we can assist you with, please don’t hesitate to reach out.

Best regards,
– The ECatering Team

Besvarelse fra ECatering

26. mar. 2026

Hi Adam,

We’re really sorry to hear how frustrating this has been, that’s certainly not the experience we want for anyone.

Just to clarify, emails from us and emails from Trustpilot are sent from separate systems. We’ve checked our side and can confirm that you’ve been unsubscribed from all ECatering marketing emails, so you shouldn’t receive anything further from us directly.

Unfortunately, we don’t have control over the emails that Trustpilot send, including review invitations or follow-ups. To stop those, you’ll need to unsubscribe directly via the link in their emails or manage your preferences within your Trustpilot account.

We do take this seriously, and we’re sorry again for the inconvenience caused. If there’s anything further we can do on our side, please let us know.

– The ECatering Team

Besvarelse fra ECatering

26. mar. 2026

Thanks so much for your great review!

We’re really pleased to hear the oven is working well for your home baking business and delivering consistent results, that’s exactly what it’s designed for. It’s also great to know the delivery met your expectations.

We really appreciate you taking the time to share your experience and wish you continued success with your baking!

– The ECatering Team

Besvarelse fra ECatering

25. mar. 2026

Hi Ramin,

We’re very sorry to read your review, but we do need to address this clearly, particularly on safety grounds, as the situation described is not an accurate reflection of how this has been handled.

At no point have we refused to help. As soon as you reported that a gas engineer had deemed the fryer unsafe, we immediately requested the required documentation, including proof of installation and an engineer’s report. This is not us being dismissive; this is a legal and safety requirement when dealing with commercial gas appliances.

We cannot collect, test, repair, or authorise parts for a gas unit that has been declared unsafe without the appropriate Gas Safe documentation. Doing so would be irresponsible and potentially dangerous. Any qualified engineer is legally required to provide written documentation following inspection, especially if a unit is deemed unsafe.

As also explained, your product is covered by a parts-only warranty, which is standard for commercial catering equipment. This means we are absolutely able to support you by supplying the necessary parts, but this can only be done once we receive an engineer’s report confirming the fault.

We appreciate that this is frustrating, especially when your business is affected, but these processes are in place to protect you, your staff, and your premises.

We remain ready to assist and resolve this as quickly as possible as soon as the required documentation is provided.

– The ECatering Team

Besvarelse fra ECatering

23. mar. 2026

Hi Michelle,

Thank you for taking the time to leave such a kind review.

It’s great to hear that the team were helpful and that everything, from delivery to product quality, met your expectations. We know how important it is for things to run smoothly, so your feedback really means a lot to us.

We’ll be sure to pass your comments on to the team.

– The ECatering Team

Besvarelse fra ECatering

17. mar. 2026

Hi Sunil,

Thank you for your review! We're really glad to hear your equipment arrived on time and that our team could sort the issue quickly for you. We always aim to help in a polite and helpful way, so it’s great to know that came across.

We really appreciate your feedback and look forward to supporting you again in the future!

– The ECatering Team

Besvarelse fra ECatering

Opdateret den 17. mar. 2026

Hi Hasan,

We’re sorry to see you’re dissatisfied. For context for anyone reading: this item is a commercial product, sold under our clearly stated Terms & Conditions, which do not allow returns of used goods unless a genuine fault is demonstrated.

In this case, you used the machine once and then packed it back for return. As you mentioned in your own email, “the machine works fine but my pizza dough came out damaged when I turned it on to first use.” Because the unit was packed without providing the requested inspection evidence (photos, video, or serial number), our team was unable to verify any fault.

Our team responded promptly on the same day your return request was made, explaining the inspection requirements and offering to arrange a resolution under the comprehensive commercial warranty. Multiple follow-ups were sent to guide you through this process, but no further information was provided from your side.

We value all our customers and always aim to resolve issues quickly and professionally, but commercial equipment must be handled according to our Terms & Conditions to ensure safety, fairness, and proper support.

– The ECatering Team

Besvarelse fra ECatering

17. mar. 2026

Hi Graham,

Thank you so much for your kind words! We're thrilled to hear that Kate could make the parts process easy and smooth for you. We’ll make sure she sees your lovely message – she’ll be over the moon!

We really appreciate your support and look forward to helping you again next time.

– The ECatering Team

Besvarelse fra ECatering

13. mar. 2026

Thanks for taking the time to leave this review and for coming back to us for equipment a few times – we really appreciate the continued support.

Sorry to hear you had an issue with the oven, but it’s great to hear Matt was able to get the parts over to you quickly and help get things sorted without too much disruption.

Thanks again for your kind words, and we look forward to helping you again in the future.

– The ECatering Team

Besvarelse fra ECatering

17. mar. 2026

Hi,

We’re really sorry to see this feedback and understand how frustrating refund delays can feel.

Just to clarify, your return request was received on 26th February and approved the following day. The item was then received back into our warehouse on 11th March, and your refund was processed on 13th March in line with our returns process.

If there’s anything further you’d like us to look into or if you haven’t seen the funds yet, please don’t hesitate to reach out, we’re always happy to help.

Best Regards
The ECatering Team