Ketochefs Avis 

Réponse de Ketochefs

12 août 2025

Hi Ian,

Thank you for your feedback. We’re genuinely sorry to hear that you felt our products were not suitable for you, as they are enjoyed daily by many customers managing type 2 diabetes. In over 5 years of trading, with thousands of orders and reviews across multiple platforms, we have never received this concern before.

We also note that you have not contacted us directly regarding your experience — we would have been more than happy to discuss it with you and help identify any possible cause.

The items in your order — such as our Ultra Low Carb breads, bagels, pizza bases, and pasta — are all low carbohydrate, high fibre, and contain zero added sugar, with only naturally occurring sugars from the raw ingredients. These are base products, designed to be topped or served with other foods. Often, it’s the toppings or accompaniments chosen by the customer (sauces, spreads, sides, etc.) that can have a greater impact on blood sugar levels than the base product itself.

We create our recipes specifically to be suitable for low carb and diabetic-friendly diets, and we have thousands of regular customers with type 2 diabetes who successfully incorporate them into their daily meals. To ensure our products meet their advertised purpose, we have passed every Trading Standards audit since opening, including independent lab testing procedures to verify nutritional accuracy and suitability.

Of course, everyone’s body responds differently, and we always recommend that anyone with a medical condition consult their healthcare professional for tailored advice.

If you would like to discuss this further, please contact our customer care team at.

Kind regards,
The KetoChefs Team

Réponse de Ketochefs

4 août 2025

Thank you for taking the time to share your feedback. We're sorry to hear that the texture and toasting experience didn’t meet your expectations. Our keto baked goods do have a different texture compared to traditional bread, and we understand that this might not be to everyone’s taste.

We truly appreciate you giving us a try and hope you might find something more suited to your preferences in our range. If there's anything else we can do or if you'd like recommendations based on what you're looking for, please don't hesitate to reach out.

Wishing you all the best on your keto journey,
The KetoChefs Team

Réponse de Ketochefs

Actualisé le 9 juin 2025

We value all customer feedback and strive to resolve issues with professionalism and fairness. However, we feel it necessary to clarify and respond to this situation in the interest of transparency for our community.

This individual has placed over £320 worth of orders since March 2025, reflecting a history of satisfaction with our handmade, ultra-low-carb products. Unfortunately, their most recent issue was the result of a missed Royal Mail delivery attempt due to no one being available to receive the parcel and no safe place being designated — something clearly outlined in both Royal Mail’s protocol and our terms and conditions as the customer’s responsibility.

Despite our efforts to resolve this amicably, including a single, polite phone call to explain the situation, we were met with aggressive and accusatory language. To quote the customer directly:

“Royal Mail has always left your packages with a neighbour before’. I was almost always not home before.”

They then escalated to bizarre accusations and posturing:

“Do you wish the case to proceed from a Trustpilot review and bank dispute to press and court? I do not but rest assured I will chase the matter that way and I have the resources to do so unless you stop harassing me.”

“Terry, are you gaslighting me now?”

They also dismissed our attempt at resolution by sarcastically stating:

“Let’s try and play the strong guy with someone else next time.”

Even more telling is their own admission:

“I was almost never available to take the deliveries before.”

We made clear that the parcel was dispatched on time, tracking was provided, and the issue arose because the recipient was unavailable. We also provided full transparency around the food’s shelf life and packaging. After continued aggression and unfounded GDPR threats, we chose to close the customer’s account and respect their request to not be contacted further.

We fully reject the false claims made and stand by the professionalism of our communication. All correspondence is documented.

To our valued customers: we remain committed to serving you with integrity, clarity, and care. The actions of one frustrated individual who fails to acknowledge there responsibility for receiving perishable goods do not reflect the experience of the thousands who continue to trust KetoChefs to support their low-carb journey.

Terry
Chef Owner
KetoChefs