Disappointing Experience with Shipping and Customer Support
I placed an order with MatchaFuel and chose the 24-hour shipping option. Unfortunately, my order did not arrive within the promised timeframe.
Additionally, the tracking link provided for my shipment was not functional, which made it impossible to monitor the delivery status.
I reached out to customer support to inquire about the delay and the tracking issue. I received one reply which did not help resolve my concerns. The lack of effective communication has been very frustrating.
While I was looking forward to trying the product, the issues with the shipping and customer service have left me very disappointed with my overall experience.
Reply from Matcha Fuel
Hey Jonathan, thank you for taking the time to share your feedback, and I’m truly sorry to hear about the disappointing experience you’ve had with your recent order.
We completely understand how frustrating it must be when a delivery doesn’t arrive as expected—especially when you’ve selected a premium shipping option. While we do rely on Royal Mail to fulfil deliveries once an item leaves our hands, we acknowledge that this doesn’t lessen the inconvenience caused to you.
As soon as we were made aware of the delay, we immediately dispatched a free replacement to help make things right. While this doesn’t undo the frustration, we hope it shows our commitment to resolving the issue promptly.
We genuinely appreciate your interest in trying Matcha Fuel and are disappointed that your first experience didn’t meet expectations. If there’s anything else we can do to restore your confidence in us, please don’t hesitate to reach out—we’d love the opportunity to make it up to you.