The Naked Marshmallow Co. Avis 

Ordered 4th December did not receive before Christmas was not even despatched, was told it had been lost. Terrible company will never use again

Bought some marshmallows as a gift for Christmas at the start of December. Delivery said 5-7 working days. I received confirmation of my order and Royal Mail confirmation that they were awaiting to receive my order. However there was never any update on the tracking. I have emailed many times and received no response. I have no order and no refund and it is January now. Absolutely shocking company not professional at all the worst customer service I have ever come across as it is none existent. Don’t bother ordering and wasting your time and money for something that may never turn up.

Disappointed that I received the wrong pack. Should have checked the package better granted. In touch with them now. Shame as was a christmas present.

Didn’t reply to my email about trying to get my order here in time for Christmas when I offered to pay the extra for postage as my family were over from New Zealand. Disappointed!

My son loves these marshmallows after trying them at an event, so purchased him an advent calendar with toaster as a surprise for December. It arrived very late in November but in time for 1st December, thankfully. It was a 'pre-order' order, so were advised at purchase they'd be dispatched in November.

I placed a 2nd order for their 'classic bundle' of 5 boxes for Christmas gifts on 2nd December. Their website states '6-8 working day delivery', which was plenty time for Christmas.

By 16th December, I hadn't had any Evri update that they'd received my package, no tracking details or dispatch details, so I contacted The Naked Marshmallow to chase this up. I was advised that my order would be prioritised and sent the following day - which it was and items were received just in time for me to wrap and deliver to the recipients.

Customer service was brilliant in sorting but only after I had emailed to find out where my order was, but can't help but feel they'd bitten off more marshmallow than they could chew with Christmas orders.

30/12/2024 still hasn’t arrived,ordered for Xmas

Said 6-8 day delivery - still haven’t received the items after three weeks. I understand with the Christmas rush things can take a little longer to deliver, but 3 weeks? And no email sent to update me on the order. Furthermore, have not emailed back after emailing to ask where the order is.

Appalling service ordered a delivery as a treat for Christmas on 10/12 and hadn’t recd by the 17th emailed and has a response that they were overwhelmed by orders but would send by express delivery as a 31st Evie are still awaiting items and I am down the cost of the order requested refund 3 times and no reply to emails!!!! Shame as marshmallow is lovely organisational skills awful never again! Well delivery arrived first week of Jan and dispite the previous issues the customer service have now responded quickly to resolve

Placed an order well in time for Xmas, it's almost new year and I haven't even had a dispatch email. No apology and an auto response to a complaint email. Terrible service.

Made an order and had confirmation of order but later on received email to say too late for sale. Reordered but had to pay for next day delivery as Xmas present then received both orders.

I placed my order on 15th December and was advised 6-8 working days for delivery which would take us to 27th December latest.

It’s now 30th December. Not even been dispatched and the business is out of office until 2nd January, no one is on the phones it just hangs up on you - it’s unlikely to arrive before next week, if at all at this point.

I have emailed twice chasing/then requesting a refund but it doesn’t seem like I’ll be getting one anytime soon based on the other reviews. It’s a shame as I have had the products before and gifted them before but I would advise to avoid them!

They are clearly having issues keeping up with demand and as a small business I would usually sympathise somewhat - but it’s not stopped them continuing to take orders and money from people and launching an end of year sale!

ordered direct 3 weeks before xmas and still not arrived on 30th Dec. No response to emails apart from automated replies. suffice to say the gifts are too late now for christmas, so chargeback will be requested from bank.
my order was supposedly sent for dispatch on 23rd dec, but as of 30th dec its still not been collected or dispatched. ordered on 1st december. lots of other similar reviews.

Placed order on 14/12/2024 which I am still waiting for on the 30/12/2024. I contacted them via their website on the 23/12/2024 and have not received any response. Today I have emailed them again as the phone line cuts off when you select an option. 😡

Ordered on 15th December, for a 6-8 working day delivery, still not arrived by 29th Dec. Reached out for update, waiting response.

Product is fine but delivery times are a shambles. Over 2 weeks at time of writing and item still not arrived. Last order was over a month between ordering and delivery

Ordered on the 1st for Christmas gifts/Birthday gifts - the delivery times stated were 6-8 working days, so plenty of time for Christmas rush and then some. I received an email on the 20th to say it had been dispatched with Hermes, but the tracking link states it has not been collected - Office is now not open until the 2nd January. I am extremely disappointed as both events are now missed - Who wants "Coal" in January??

It’s been two weeks since I placed my order and there has been no communication from the company. I emailed to ask about my order and was sent an automated email saying they are busy this time of year (Xmas) so orders are delayed. I would expect a number of things to happen in this scenario: 1) Hire seasonal staff; 2) Advise people BEFORE they place an order that the current dispatch time is x days/weeks; 3) If the delay occurs after the order then provide regular automated email updates on where the order is and when it’s likely to be dispatched.

The product is great but this level of customer service needs to be improved.

I was worried the product wouldn’t arrive in time for Christmas.
It was 10 days before it left the warehouse. Luckily the recipient lived nearby and I could still get it to her. They loved it.