Mouse House Cheese Company Avis 311

Amazing customer service - went above and beyond to resolve an issue that I'd unintentionally created. They were so thoughtful. We won't be ordering cheese hampers anywhere else again! Wonderful quality of products and prompt delivery.

I placed an order to send cheese as a gift to my dad, but unfortunately I missed the house number on the address. Despite having the correct street name and postcode, the parcel was returned to them by Royal Mail. What’s really frustrating is that I was never contacted about this — no email, no call, nothing.

After waiting a month with no delivery or update, I had to chase it myself. When I finally called, I was told they “don’t inform customers” when orders are returned and also “don’t issue refunds” in these situations. I found this response completely unacceptable.

To make matters worse, I was then asked to pay an additional £11.99 for postage just to have the order resent — despite already paying once and receiving no communication at all from them.

The lack of customer service, communication, and flexibility here is really poor. Mistakes can happen, but how a company handles them is what matters — and this was handled badly from start to finish.

Easy order process and prompt delivery. Working my way through the trickles, love the Orange & Whiskey cheddar.

I ordered a box of cheese for my Mum for Mother’s Day which arrived in plenty of time well packaged - there was a small issue with one of the cheeses 🧀 and customer service were excellent they rectified the issue swiftly leaving my mum extremely happy and salivating at all the lovely cheese - if only all customer service was this good!

Excellent service, swift delivery, and marvellous cheese selection, perfect !

Amazing cheese! Fantastic range of flavours and the truckles are so beautifully presented. Their delivery service is prompt and, again, well packaged. I won’t get cheese from anywhere else now.

Customer service is terrible. Tried to cancel before it dispatched as it was taking ages and wouldn't arrive in time. Told I couldn't as they had send it to the warehouse for packing and apparently have no way of contacting them. But it would be sent the next day guaranteed. It wasn't. When I contacted to ask where it was I was told they didn't even have what I ordered in stock so do I want to wait or have a refund. I chose a refund. Haven't had a refund but they are contesting the dispute I started with my bank. They obviously need the money. I have bought this cheese from their stands in shopping centres numerous times but won't be any more and advising others to avoid them

I’m pleased to say that the company re-considered their position since I added my review and have since sent me a replacement pack of cheeses and I thank them for this.
Received a gift of 4 cheese truckles for Christmas. When opening the first, it was mouldy through the whole truckle. Despite sending photos of the product, best before date (June 2026) and the lot number, I was advised I can only have a voucher towards a future order. Apparently it is too expensive to send a replacement! I am staggered that a company would take this approach when providing an inedible product. I have no intention of spending any money with a company that clearly values its customers so little.

Their customer service is exemplary. Something went wrong with my delivery (not their fault) and they have been faultless in their response, at what has probably been the busiest time of the year for them. I have just received a replacement. I will certainly be buying from them again.

I ordered cheese from mouse house and had problems on the side of Royal Mail .
But this was resolved by a lovely lady called Marie she resolved my issue with humour and professionalism.

Cheeses are also nice

One thing I would suggest is when anyone makes an order through mouse house direct or by a 3rd party is to supply a tracking number that will help the customer know when items will arrive .

But other then that
Thank you

David

Got a lovely hamper for Christmas.

Such good value, great cheese and very well presented!

Excellent produce and exceptional customer service from Marie. Would buy cheese from Mouse House again. Delicious cheeses, with different flavours to choose from if you wish. I purchased a selection for Christmas, and they looked fab on my cheeseboard !

I ordered and paid through Paypal (a site that automatically completes your delivery details). My order did not arrive. I contacted Mouse House Cheese who basically said 'we sent it to the address on your order'. This address was not mine, or anyone I know (as suggested by them). Someone has some lovely cheese at my expense. Disappointed with Mouse House approach. I was felt to feel like I was trying to steal some of their stock. Not good customer service.

Always enjoyed the cheese truckles at Christmas, tis year chose the red leicester & mango chutney. Unfortunatey, could only taste an over-powering taste of curry, unable to taste the cheese or mango chutney, so wouldn't recommend this flavour

The company encourages to place orders in advanced so I did order on 26 of October.
Part of my order was delivered around 15 th of December but unfortunately with one of the boxes missing so I wrote to the company an email.
They have promised to make sure to send a replacement not later then 21 st but they didnt. after another email, they promised to send the replacement via special delivery for 24 th and again failed. Completely unprofessional customer service.

There was a problem with my order (not their fault) and they went above and beyond to sort it for me and get it to me in time for Christmas A special big thank you to Marie from customer support

I made an order on the 14th of December, received a receipt via email, then nothing, didn't receive any updates as to when my order had been despatched and was starting to worry when it came to Christmas week and my order was still showing as processing! 22nd of December the postman turns up with my parcel! Had no email to advise of despatch and my account was still showing as processing! Customers want to be kept informed. The cheese is lovely, just a shame you don't have better system in place to keep your customers updated and it would have been a 5 star rating.

First class service. First time I have ordered from this Company and would certainly purchase from them again. Had one query so emailed them and had a very quick response. Order has now been delivered.

The product is great and we appreciate that. But ordering through the website is confusing and it is not always clear that an order has been registered and the correct address noted. Seems to get there in the end but that side of things could be improved.