Thepopupdeli Avis 

Ordered 3 items. Crisps peppers and cola. Crisp and peppers arrived promptly but its been well over 2 weeks and im still awaiting the bottles to be delivered. No emails or contact to explain when they should be expected and nothing to explain why they havent been sent. Terrible customer service. Avoid at all costs.

I ordered an item on 3rd November. On 9th November, on the shop app, it said it had been delivered. I contacted pop up deli and they said the app was wrong and would be delivered in 2 weeks. It is now over 4 weeks and I still haven't received it

My order was sent on Tuesday and arrived today, Thursday.. brilliant service (could not track.. too quick??) not a complaint!!
Contents of this cheese+ hamper was also superb
Thankyou pop up deli will highly recommend

Took two weeks to fulfil order.
Placed on 27/12/24 and didn’t receive it until 11/01/2025.
No communication whatsoever. I messaged them around 04/01 to be told their warehouses wasn’t open until 07/01 and my order would be fulfilled then.
Wasn’t told they had dispatched my order.
Box arrived damaged.

Updated response
Thank you for editing your abrasive response.
No, there wasn’t any banners on your website indicating the warehouse was closed for the festive period. If there were, we wouldn’t be exchanging snippy responses to each other online.
I don’t care if something arrives late. I went back to the website to check if I missed anything and there wasn’t any information about revised shipping times. I like to be able to manage my expectations. As long as I know, I’m fine.

In this case, no. You did not notify me. I didn’t get a dispatch email. I got a damaged box unexpectedly. The contents were undamaged. Wasn’t happy about your customer service, already decided I wouldn’t shop with you again so I wasn’t going to contact you. What you’ve demonstrated is that I had contacted you, it’d have been a snippy reply in private. You’ve done so well with the criticism you’ve received so far. More than happy to send you the photo of the box.

Just because others might not have complained, doesn’t mean you’re getting it right all the time.

Your trust pilot review currently is average at best. I knew that when I placed the order. Thought I’d give you the benefit of the doubt. Well, now I know.

I recently shopped at The Pop Up Deli and had a really positive experience. The customer service was exceptional – I was immediately connected to someone who answered my initial query and then kindly sorted out an amended order for me. Everything was handled smoothly and seamlessly; I really appreciate it (and was able to secure a product I’ve been having a hard time getting hold of). Highly recommend!

Read the reviews on here but decided to give them a go as they seem to be one of the only places that actually stock Slabs Crisps. Couldnt have been better, not only cheaper but very fast delivery. Will use again

I placed an order for some items that weren't in stock but were pre-order only, with a lead time of 2-3 weeks. I was happy to wait. I received an email a few days later saying that my order had been cancelled because "we did not have enough stock to fulfill your order".

I was suspicious, so I visited the website to see that they were still taking pre-orders, only that the price had now increased. I emailed back to say that I understood there was no stock when I ordered it and that I placed a pre-order and was prepared to wait.

I then received an email saying that it wasn't in fact a stock issue but that "the item had a considerable price increase from our supplier last week and we can no longer offer the item for sale at the previous price". So I emailed back saying that I didn't think that this was right, that I had already placed the order at the advertised price and that "I wanted to give you the opportunity to rectify this issue before leaving feedback online". I always think it's fair to give companies a chance - and fair warning - before leaving negative feedback. I would want the same if it were my company.

I received a final email now saying it was a stock issue again and that they cannot get hold of the product. They also advised that "as threatening language has now been used, we won't be commenting further on the matter either".

My take on all this is that the company is not particularly competent, is prone to giving customers false information, and is incredibly sensitive when you mention giving them a review. I certainly won't be using them again, very unpleasant experience.

UPDATE AFTER STORE RESPONSE:

It's certainly true that customers do tend to leave more reviews when they are unhappy with service they have received, than positive ones when they are happy. That's just the way things go and it drives most decent companies to give good service all the time.

For whatever it's worth, I have posted 11 reviews - 2 positive, 1 less than positive, 8 negative. However, this company's response below clearly demonstrates that my headline is at least half correct. Ironically, had they just explained their position properly, apologised for giving me inaccurate information - twice - and left out the part about me using "threatening language", I would have been disappointed, but understanding. The reality is, they cancelled my order, sent misleading information and then got shirty when I implied I might leave them an online review. This is what actually encouraged me to leave this feedback.

I would advise future customers to take note of their attitude. 100% negative score so far.

I ordered online and, although all the items showed as 'in stock' I was then emailed to say some were not. I was not offered a refund. Items were dispatched on different days, leading to multiple deliveries, and I only got dispatch emails for some of the items not others. No refund was offered but they did refund me the missing items when I asked them to. They did not refund the delivery charge (which is quite high) even though I asked them to and even though some of the items were later than the 5 working days promised. I would not use again.
** In reply to the PopUpDeli's response:
1. No, the items were not listed as pre-order on the website, these were items listed as 'in stock' but which were actually not in stock
2. The communication was terrible - only one of the dispatches was accompanied by an email saying what had been dispatched - the other was a mystery.
3. Most importantly, items were certainly NOT refunded straight away: I had to carry out an audit of what was missing with my friend who'd ordered for as a birthday gift. Only by me then contacting the company to say what was missing in comparison to my original order, was I able to get the rest of the refund I was due.
4. Even the initial refund of items not available was not offered: I was given the option of waiting until they were in stock for my full order or having the rest of the delivery sooner - I had to ask for a refund. And, it turned out the offer of waiting was not genuine either as the other site dispatched some items that same day without waiting for a reply.
I would say for a small business this is a learning experience: if you get the communication right then non of these things become an issue. I wouldn't normally complain but it was such hard work dealing with this company. I'm sure they have learned from this and improved their processes and communication.