Celeplate Avis 

Réponse de Celeplate

8 juin 2026

Dear Ms Lam,

We are reaching out regarding your order and your recent feedback. We sincerely apologize for the DPD transit delay on June 5th, which unfortunately meant your perishable parcel could no longer be delivered.

Please know that our standard policy for any courier delay is to immediately offer a full refund or a free replacement. However, because DPD does not automatically notify us when a parcel is delayed, we rely on customers to contact us directly to trigger this process. Rest assured, whenever an issue is reported to us, we always take full responsibility.

We want to make this right for you immediately. Please let us know your preference:

- A full refund
- A free replacement

Just kindly check your email and reply directly with your choice, and we will process it right away. We apologize again for the inconvenience and look forward to resolving this for you.

Best regards,
Celeplate Customer Service

Réponse de Celeplate

4 mars 2026

Hi Irene,

We sincerely apologize for the frustrating delivery experience. We completely understand your concerns regarding food safety and the fact that the parcel was not delivered directly to your door.

As we are currently discussing in our ongoing email thread, we are actively taking this up with our courier partner (DPD) to investigate why your delivery instructions were not followed and why the driver failed to contact you. >
While all our orders are packed in heavy-duty, temperature-controlled insulated boxes designed to keep products safely frozen for up to 36 hours during transit, we take your report of melting ice very seriously. If any of the items inside have been compromised or defrosted, please let us know by replying to our email. We will immediately arrange a replacement or a full refund for the affected items.

Your satisfaction and safety are our top priorities. We appreciate your feedback as it helps us push our delivery partners for better service. We look forward to resolving this for you via email.

Kind regards,
Celeplate Team

Réponse de Celeplate

6 nov. 2025

Scarlett 您好，非常感谢您的反馈。

我们的家庭装三文鱼目前是每份140g，共有3份，适合一个小家庭分享食用。关于分量、名称和图片是否有误导的反馈已经转达给我们的内部团队，后续如果有更多更新我们也会及时告知您。

关于我们的海胆产品腥臭问题，如果您留有图片或视频，我们的售后团队进一步查看具体的情况，如果是产品质量问题的话，我们会根据情况进行退款或其他形式的补偿。

任何产品质量问题，辛苦第一时间联系我们的网站客服，或者官方邮箱，我们的售后团队会第一时间为您服务。我们不仅仅希望提供更好质量的产品，也希望可以提供更加安心、放心的售后服务，让我们的顾客购买无忧。

我们这里有看到您的评价关联的订单号，售后团队会再联系您询问具体情况，辛苦您留意邮件。

再次感谢您的反馈，是我们进步的动力！祝你有愉快的一天 ❤️

Celeplate Team

Réponse de Celeplate

14 juil. 2025

Hi Xiaohan,

Thank you so much for your feedback and for giving our shrimp a try. We’re really sorry to hear that part of your order didn’t meet expectations. The natural sweetness of sashimi-grade shrimp is something we take pride in, so we’ll definitely look into this batch and work with our supplier on improving consistency.

We appreciate you bringing this to our attention, and we’d love to make it right. Please feel free to reach out to our customer care team, and we’ll be happy to assist you further.

Warm regards,
The Celeplate Team

Réponse de Celeplate

13 mai 2025

尊敬的Jennifer，您好！

我们已注意到您近期在多个平台上对我们三文鱼产品的反馈。

首先，对于您提到其中一份三文鱼未达到您的期待，我们表示诚挚的歉意。收到您的反馈后，我们第一时间对该单品进行了 20% 的退款补偿，无论金额大小，这一补偿代表了我们愿意承担责任、积极处理问题的态度。

您的订单共包含多份三文鱼，我们遗憾地看到，您在多次评论中集中强调其中一份的外观问题，并使用如“差距极大”、“品控非常差”、“态度恶劣”、“拒不承认”等表述来形容我们。这些用词我们尊重您表达观点的权利，但也必须如实说明，我们并不认同这样的描述，因为它与事实不符，也忽略了我们在售后服务中所做的努力。

作为天然食材，三文鱼在不同部位与季节下确实会存在油脂分布与纹理上的差异。这种差异可能会影响切面外观，但并不会影响整体品质与食品安全。我们的所有三文鱼产品均经过严格筛选，并符合英国食品标准局（FSA）冷冻豁免标准，可安全用于生食。

我们始终欢迎建设性的意见与真实的体验分享，也始终保持开放的售后沟通渠道。希望在评价产品时，大家都能从更全面与理性的角度出发，我们也会继续努力，提升用户体验与品控稳定性。

如您仍有后续需要协助的事项，欢迎随时与我们联系，我们会一如既往认真处理。

感谢您的理解与关注。

Celeplate 好食团队

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Dear Jennifer,

Thank you for your feedback. We’ve noticed your recent comments regarding our salmon product shared across several platforms.

First, we’re truly sorry that one of the three salmon portions in your order did not meet your expectations. Upon receiving your feedback, we issued a 20% partial refund for the affected item - regardless of the product’s value, this reflects our sincere intention to take responsibility and offer compensation where appropriate.

That said, we would like to clarify a few points. Your order included multiple portions of salmon, yet your reviews focus solely on one piece and describe the experience using terms such as “extremely poor quality,” “terrible attitude,” and “refused to admit.” While we respect every customer’s right to voice their opinion, we do not agree with such extreme characterisations, as they do not accurately reflect the full context of the situation, nor the time and effort we’ve taken to resolve the matter.

Our salmon is a natural product, and differences in fat marbling, texture, and appearance are influenced by factors such as cut location and seasonal variation. These visual differences may occur, but they do not indicate a compromise in quality or safety. All of our salmon meets the UK Food Standards Agency (FSA) criteria for sashimi-grade exemption, ensuring it is safe to consume raw.

We welcome honest and constructive feedback, and we are always open to conversation. However, we also believe that product reviews should reflect a fair and balanced view, especially when other parts of the order were not flagged as problematic.

If there is anything further you’d like us to look into, our team remains available and committed to helping.

Kind regards,
The Celeplate Team

Réponse de Celeplate

13 mai 2025

Hi Yeeching,

Thank you so much for your kind feedback! We’re really glad to hear everything arrived on time and that you enjoyed the food. Hope to serve you again soon! 😊

Kind Regards,
Celeplate Team

Réponse de Celeplate

3 avr. 2025

Hi Sylvia,

Thank you so much for your kind words! We’re so glad to hear you’re enjoying the quality and finding great value during our sales. It means a lot to us that we’re offering exactly what you’re looking for. Hope to keep bringing more of your favourites your way! 🧡

Kind Regards,
Celeplate Team