I put a one star review which was…
I put a one star review which was removed but replaced. I see it has gone again as have a number of other one star reviews that were there yesterday.
I wasn't happy with their unprofessional way their ordering system worked. Offering me a free dessert then charging for it. I also think they should understand that they might get criticisms and not contact their customers, like they did me, and tell them off for upsetting their staff when I simply said they should test their systems.
I have contacted the Daily Mail who are very interested that Trustpilot are removing critical reviews. Trustpilot are undermining their reputation.
You were unable to resolve the problems because you refused to address them. I was told at first that I couldn't have 2 offers at the same time (free delivery and free dessert). Now you are saying that free delivery is standard. PLEASE stop phoning me up. I read more of your one star reviews and wouldn't have ordered from you had I read them first.
Reply from Planty
Hi Gill,
Thank you for sharing your feedback. We’re truly sorry to hear you had a frustrating experience.
We always aim to be transparent and fair in how we handle customer concerns, and we’re disappointed to hear you felt otherwise. We did reach out directly to try and resolve the issue you raised, including offering to correct the ordering error on multiple occasions. We’re sorry this wasn’t a solution you were happy with.
While we completely understand that not every customer experience will be perfect, we also believe conversations should stay respectful, both for our team and to help us find a way forward. Our goal is never to silence criticism, but to ensure feedback shared on public platforms is accurate.
As for the food itself, we do want to note that an order was never placed or received, so we’re sorry we weren’t able to hear your thoughts on the meals themselves.
We're always here if you'd like to talk more, and we want every customer to have a good experience with us.