The Naked Marshmallow Co. Anmeldelser 

I received an email from the The Naked Marshmallow Co in which they were offering an promotional discount on all of their products of at least 30% off, which I thought 'great, better get looking", so I placed an order on the 2nd of December for 4 different flavoured marshmallows which were the Vanilla Bean and Candy Floss marshmallows alongside the Jaffa and Birthday Cake gourmet flavours.

Now, this is where all the anger and frustration began because since I placed that order, I didn't receive any kind of communication from them whatsoever, no emails or updates regarding my order and at this point I had been waiting nearly 3 weeks for this order to get delivered to me.

But finally, at long last, I received an email from The Naked Marshmallow Co informing me that they had finally shipped my order, but my own personal opinion as to why they eventually shipped my order is because I put in a complaint, asking them 'where on earth was my order?'.

The very next day my order was finally delivered by Royal Mail, so I was just happy that I finally received my order after waiting nearly 3 god damn weeks for it to get delivered. When I checked the contents of the package, I noticed that one of the marshmallows, the Birthday Gourmet ones, looked completely different for some reason.

When I took a closer look at it, I realised that the marshmallows looked nothing like what had been advertised on the website, they were completely different. There was no strawberry jam and no sprinkles, it was just a plain, white marshmallow. I just couldn't believe my luck and I just kept thinking to myself, really?! I would personally call this false advertising!!

But I just want to say that I'm extremely angry and frustrated with the way that the Customer Service team and the whole company in general have handled my order. This has been possibly one of the worst customer service experiences I have personally experienced which is what makes this so disappointing.

But I will say this, you have to sort and fix this terrible Customer Service that not only I have experienced, but for the previous and future customers who have either used or are going to use this service. I can completely understand that I placed an order during the Christmas season and I can understand if you are overwhelmed with orders, but I would have appreciated just some kind of contact, one email just to let me know that the delivery of my order would be delayed, I would've been fine with that, really.

But you cannot continue like this with absolutely no customer service, it's just not fair on your customers, it really isn't.

Terrible customer service. I placed an order in October and still haven’t received half of the items. I have contacted customer services several times requesting a refund or delivery date but have had no reply.
No excuse for treating customers this way!

Fast shipping - grateful as was late ordering and know there have been issues with their own suppliers. Customer service is second to non if you take the take to call and speak to someone.

I’ll be back !

Absolute crooks! We seem to be in the same situation as other 1 star reviews! Ordered in good faith but only received partial delivery! Emailed and called on a number of occasions and have been completely ignored!

How organisations are allowed to get away with actions such as this is quite frankly disgusting!

Amazing company.

As someone who always late 🙄 with anything...I ordered a gift for a friend well after the Christmas delivery period.

Spoke to a lovely chap on the phone who explained staff are working 24hrs a day to complete orders, they are aware of my order and are doing all they can so it arrives on time...and it did!

The products are well packaged and presented.

I will 100% order again.

Excellent company.

Thanks again.

Al

Excellent customer service received today from Simon at The Naked Marshmallow company. I ordered a subscription as a present for my daughter and after a delay with he order, I had it in my hand in less than 24hrs. My daughter is going be thrilled with the sweet flavoured collection, Bananas and Shrimps in marshmallow sounds amazing!! Service like this is hard to come by these days, a bit of extra care on The Naked Marshallows part means my daughter is going to be one excited girl come Christmas morning, especially as she munches on a toasted marshmallow for breakfast :) Wishing you all a Merry Christmas.

Made an order on 7th December, as expected delivery was 3-5 working days, clearly enough time for Christmas - the website even said order by 15th December for guaranteed Christmas delivery. I received no emails other than the confirmation email, so I chased by email 17th December, then again via the online form on their website on the 19th December. As at today I've had no response, and no order delivered. Appalling service - I would understand if there had been a hold up due to Christmas, but to completely ignore any correspondence is useless. If I can ever get hold of anyone I will be requesting a full refund.

Absolute shambles of a company, don't care about customers at all. I placed an order on 6th December. Their website stated that it guarantees Christmas delivery if the order was placed before 15th. There is now one more posting day before Christmas and the order still hasn't arrived. No one wants to answer the phone or respond to emails, so I guess I'm not getting my order at all! Disgusting.

Don’t stick to their delivery dates. Dispatched an item 12 days after the order was placed.

Update: Order was shipped at 22:27 on a Sunday? Expected delivery 23rd December. I still wouldn’t personally use this company again due to the fact they obviously can’t stick to delivery dates.

Ordered on the 10th Dec and should be 5-7 days for my order. Contacted them via facebook as that seems to be the only place they responded told it will arrive before Christmas….its now 7pm on a Sunday….

This is an absolute shambles of a company they give you the old ‘we are a small company, we are doing our best, be kind to us as we shipping as fast as we can..blah blah blah’ What you really need to do as a company is work within your means then you wouldn’t have furious customers giving you bad reviews.

You are not the only company that does marshmallows, you are not the only company that gets busy at Christmas, you are not brand new. I really suggest that you maybe look into closing the company as it’s too much for your small team as I can’t see anyone ordering from you anymore and your reputation is down the drain.

Avoid avoid avoid. They have £50 of my money and have not dispatched my items and are not communicating anything back to me. I have emailed them twice and left them a message on facebook in case the email address isn’t working but they are silent, which is never good sign. And now they have the cheek to post on their Facebook page that they have packed up and signed off for Christmas! Disgusting. The positive reviews must be family and friends because this is no way a genuine business.

Ordered on the 8th of December well in time for Christmas and no sign of delivery. On top of that they are absolutely avoiding contacting me back via email. Totally avoid these people if you actually want what you order.

The worst customer service team i have ever encountered. None of them communicate and have to explain the situation every time to new people who have no idea what you’re talking about.
Took week over 6 weeks for my order to arrive after receiving the wrong package. After calling everyday just about, i received my package but not all of it was there.
This company is shocking with their customer service and forever getting told “it’s agency staff in for the christmas period.”
No replies to emails, rude team members and overall just an awful company.

Ordered start of December and still haven’t had any confirmation on my order being sent and with it getting closer to Christmas losing hope of it arriving in time , sent 2 emails and a message on the actual site and had no response, would not buy from this company again

Ordered Christmas gifts on the 2nd December - website said 7 day delivery. Still waiting - now on day 13! 2 emails sent, no reply. Phone just rings out. Just would like some sort of response! Now received 23/12 but communication and expectations not met

Shipping time is just misleading - 5-7 days on the website but ordered on 8th Dec and there is still no sign of my order, and no communication from the customer service team when you try contact them. £52 on marshmallows/toasting kit is an expensive present not to come.

Seems there is a theme with these reviews.
Have ordered from here previously a few years ago with no issues. However, ordered on 7th December. When placing the order the website stated delivery within 5-7 working days, meaning 16th December. I needed the order for a present which I was gifting today, 18th December.
On 15th I checked the order status, the order still hadn't been dispatched. I contacted customer service and was told that given the time of year I should expect delays. Fair enough, but I replied that these delays should be noted on their website at the time of ordering. He told me that the order was being dispatched on 16th and would be delivered on 17th. Phew, just in time. Except by 17th it STILL hadn't dispatched. It was finally sent on 18th. Have emailed twice since my initial email to complain but had zero reply. The item is now useless to me as I had to buy a replacement gift

I found the service fantastic by Simon and the team. I’d missed my home address number off the order. The team rectified this so I could receive my order.
I have used naked marshmallow before and the treat are amazing.

I appreciate it is a busy time of year , but trying to get a reply from this company was impossible. Two weeks passed and no news about my order . Wasn’t for Christmas, it was a cheer up gift for family going through a tricky time.
When sending a message to cancel the order however, almost an immediate response.
Please just update your delivery times on your website. 3 to 5 days it states on the website , not 3 weeks or more !
Have used this company before several times and all was fine . Such a shame.

If you are looking to order now in time for Christmas, don’t.

The marshmallows from this company are always incredible and perfect for toasting. It is let down by the lack of customer service and communication.

The shipping times on the website are simply a lie. You will be waiting at least 10 working days from order for your marshmallows if you’re lucky, sometimes even longer. They do not reply to emails/comments/messages and completely lack customer service. It is very disappointing.

I ordered my second lot of marshmallows for this year right at the start of December, hoping to eat them while getting in the festive spirit/watching Christmas movies etc. I will now be lucky if they even arrive by Christmas.