Great Balls Of Flour Avis 393

Réponse de Great Balls Of Flour

ll y a 2 jours

Hi Larry

We are really glad to hear you love the product and that the pizzas are fantastic, but we are absolutely gutted to read the rest of your review. Seeing nearly 50% of your order go to waste because of a destroyed box and split bags is heartbreaking, and it's definitely not the experience we want for our customers.

Please could you get in touch with our support team directly? If you can drop us an email with your order details, we will get on it straight away and make sure this is fully resolved for you.

Thank you for letting us know, and we look forward to sorting this out for you.

Best regards,

Team GBOF

Réponse de Great Balls Of Flour

Actualisé il y a 3 jours

Dear Phil

Hi,

We are sorry to hear that your experience didn’t meet expectations and that the timing of your delivery caused so much frustration.

To clarify the timeline, while we unfortunately missed your requested delivery date, your order was not left sitting in a warehouse for days. It was dispatched on an overnight service for delivery the very next day. Because it has only been in transit for less than 24 hours rather than multiple days, the fresh dough, meat, and cheese are perfectly safe and suitable to be used.

We understand you reached out to request a refund after receiving our dispatch notices, but at that point, the parcel was already live within the DPD network. Once a fresh shipment is in the courier's system, we are unable to recall or cancel it mid-transit.

We take transit times for our perishable goods incredibly seriously to ensure everything arrives in top condition, and we are confident your items are ready for the oven. We appreciate your feedback regarding the communication and will use it to improve how we manage nominated delivery dates going forward.

What is a shame is we can see you placed 4 orders with us, so we can't be doing that badly to have earned that sort of loyalty.

A copy of your tracking status as of now:

02 Jun 2026 15:37 DPD We have your parcel and it's on its way to you
02 Jun 2026 07:46 We've received your order details, and we're expecting your parcel shortly

Kind regards,

Team GBOF

Réponse de Great Balls Of Flour

ll y a 4 jours

Hi Cerik,

We’re very sorry to hear about your experience and the frustration around your delivery. A first impression like this is far from the standard we set for ourselves, and we want to get to the bottom of it.

We have searched our system for an order or support ticket under "Cerik" but haven't been able to locate your details. If you could reply here with your order number, or get in touch with our team directly, we will look into this immediately to investigate exactly what happened with your order and the communication you received.

To clear up how our shipping works: at checkout, the options are based on what's in your box. If an order contains only non-perishable items, it defaults to a Tracked 48 service to keep costs down for you, though faster options are available. However, if your order contains perishable products and was placed before noon on Friday, it absolutely should have been dispatched that day on an overnight DPD service.

If we have missed the mark here, we want to make it right. Please do send over your order number so we can sort this out for you straight away.

Best regards,

Team GBOF

Réponse de Great Balls Of Flour

ll y a 4 jours

Hi,

We are incredibly sorry to hear this. Having this many items missing from a box is highly unusual for us, and we are gutted that this has put a dampener on your first pizza night. We know how much excitement goes into getting a new oven fired up, and we've completely missed the mark here.

Because we are a small team, our email replies aren't always instantaneous, but please rest assured that we work through every single message in order of receipt, and we will be on this. If we haven't already reached you by email, someone will be in touch shortly to arrange for the missing items to be sent to you via overnight delivery.

We really appreciate your patience as we sort this out, and we genuinely hope the dough lives up to expectations once you get to stretch it. We won't leave you hanging.

Best regards,

Team GBOF

Réponse de Great Balls Of Flour

27 mai 2026

Hello

We are sorry to hear you were disappointed with the delivery timeline and felt let down by the communication.

To clarify how our shipping works, the premium next-day fee only applies to our specific AM delivery services. The fee you are referring to is our standard shipping cost for orders that fall below our £40 free delivery threshold. While we provide an indicative delivery slot at checkout and always endeavour to hit that schedule, it is unfortunately not a guaranteed timeframe.

We try to be as transparent as possible when we are up against it, which is why we highlight any temporary backlogs immediately within your order confirmation email. If a customer sees that notification and isn't happy to wait, they are always welcome to cancel the order for a full refund before it leaves us.

We always strive to offer a fast, efficient service, but during peak operational periods—and over the recent Bank Holiday weekend—delays can occur as we choose to give our small team well-deserved time off to enjoy their weekends.

If there is anything else the team can do to help clarify your order details, please feel free to reach out to us directly.

Kind regards,

Team GBOF

Réponse de Great Balls Of Flour

27 mai 2026

Hi Andy

We are sorry to hear that the timeline for your delivery was so frustrating, especially when you were looking forward to trying the product.

To clarify what happened on our end, your initial order was unfortunately damaged in transit by DPD. While we don't own DPD and courier handling is ultimately out of our direct control, we completely appreciate that it's your experience that suffers when they drop the ball.

The moment you reported the damage to our support team, we issued and dispatched a full replacement order to make it right. Because we had to restart the process due to the transit issue, it sadly pushed the total time for your original order.

We always take full responsibility for ensuring your items arrive in perfect condition, and we're glad the replacement arrived safely. If there is anything else the team can do to help, please don't hesitate to reach out.

Kind regards,

Team GBOF

Réponse de Great Balls Of Flour

ll y a 4 jours

Hey Matthew

We are very sorry about this. It looks like a simple human error on our packing line, but we know it’s frustrating when you're short on your order.

If you have contacted support, they will get the missing 12 items dispatched to you straight away, so you aren't left short. Thank you for letting us know, and we appreciate your patience while we get this sorted for you.

Best regards,

Team GBOF

Réponse de Great Balls Of Flour

ll y a 4 jours

Hi,

We are sorry to hear that you were disappointed with your experience.

Regarding the delivery, we did include a note about a short delay in our order confirmation email to ensure all customers were updated on timelines, but we appreciate it’s always frustrating when things don’t arrive exactly when expected.

When it comes to our gluten-free dough, we’ve put a massive amount of work into creating a premium product that holds its own without compromising on quality, so we’re sorry to hear it wasn't to your taste.

Best regards,

Team GBOF

Réponse de Great Balls Of Flour

21 mai 2026

Hi

We are really sorry to hear that your order arrived damaged and that you haven’t received a reply from us.

Every single request we receive in our support inbox is read and responded to by the team, so we want to assure you that we are absolutely not ignoring you. It’s possible your message didn't pull through correctly, or our reply has ended up in a spam folder.

We always take full responsibility when a courier handles our parcels poorly and damages the food inside. If you could please update your review with your order number, or try reaching out to us again directly with it, we will track down your details immediately, look into the communication gap, and get a fresh replacement or refund sorted for you right away

Team GBOF

Réponse de Great Balls Of Flour

20 mai 2026

Hey Sarah

Thank you for your feedback. We are sorry that you were disappointed with your experience, and we would like to clarify what happened with your order.

Upon looking into your query, we identified via the batch code that the date on the label was a simple human typo. The base had actually been made just days prior and was perfectly fresh, safe, and suitable to use.

We immediately apologised for the oversight and issued you a full refund, while also letting you keep the product. We felt this was the fairest way to resolve the mistake. However, as we had already provided a full refund and confirmed the base was completely safe to use, we were unable to offer further compensation beyond this.

As a small team, we handle our customer service queries directly via email so we can investigate batch codes and order details efficiently. We are sorry you felt a phone call was necessary, but we can assure you that your complaint was taken seriously and acted upon immediately by our senior team.

We wish you all the best.

Team GBOF

Réponse de Great Balls Of Flour

20 mai 2026

Hey Alan

We are sorry to hear you were disappointed with the timeline of your delivery and that you had such a frustrating experience with the courier.

To clarify what happened on our end, we were proactively communicating a 2–3 day delay at the time due to a temporary operational backlog. We flagged this clearly with a large banner on our website and included a message inside your order confirmation email so everyone was aware before dispatch.

Your order was actually dispatched on an overnight service on the 30th of April and delivered on the 1st of May. Had you contacted us in the period between ordering and dispatch to express your dissatisfaction with the delay, we would have immediately cancelled and refunded the order for you. While we understand you feel the service was poor, we believe we were as proactive and transparent as we possibly could be regarding the lead times.

We can also confirm that the operational issues causing that short delay have now been fully resolved, and steps have been put in place to ensure it doesn’t happen again, as we pride ourselves on our commitment to fast delivery and quality customer service.

Regarding your refund, please get in touch with the team directly so we can look into your message history and get this squared away for you.

Kind regards,

Team GBOF

Réponse de Great Balls Of Flour

20 mai 2026

Hi Domer

We are really sorry to hear that this gift turned into such a mess, not just once but twice.

Glass is incredibly tricky to ship when couriers choose to ignore the fragile warnings on the outside of our parcels, and it’s deeply frustrating for us that a fresh replacement met the same fate.

We completely agree that the glass needs better protection, which is why we’ve been working hard on a solution. We are currently waiting for stock of our newly designed, extremely thick boxes, which will provide much heavier protection for these jars. This new packaging goes live from the 11th of June, which should see transit damage like this become a thing of the past.

We’d love to make sure the recipient actually gets to enjoy their gift properly. Please get in touch with the team directly so we can arrange a fresh, securely packaged delivery for them once the new boxes are in house.

Kind regards,

Team GBOF

Réponse de Great Balls Of Flour

15 mai 2026

Hey Kurt

We are really sorry to hear about the hassle you’ve had with your delivery. It’s incredibly frustrating to be at home and still have to go on a hunt around the neighbourhood because a courier hasn't followed the instructions on the label.

While we acknowledge the 1-star rating, it does feel a bit harsh given that the issue lies entirely with the courier's delivery attempt rather than the product itself. However, we know we choose the couriers we work with and we fully expect them to do the job properly. When they drop the ball like this, it reflects on us, and for that, we apologise.

Please do get in touch with our support team directly. We’d like to make this right for you and ensure that your feedback is passed on to the courier so they can look into why their driver didn't come to your address.

Best regards,

Team GBOF