Sous Chef Reviews 353

Paid for next day delivery …still waiting on my parcel 3 days later and no reply to email
Not great
Why offer next day if you can’t fulfil
Emails should be answered same day

The range of products is remarkable and high quality. Over the years I've bought pans and other kitchenalia from them and been very satisfied, but I mainly use them for hard to find ingredients and treats.

I have made several orders and always been delighted with the product range and quality that Sous Chef offers, as well as the prompt professional service and delivery.
I recently had reason to grumble (for the first time) about a particular product that had arrived in an inedible condition (a transit issue it appears): I complained and the issue was rectified in very good time, with an apology and a satisfactory resolution. This is the sign of a well-run organisation that puts its customers' satisfaction to the fore, so once again Thank you Sous Chef!

I ordered a coffee press, waited eagerly a few days and got... a bag of dark chocolate callets and no coffee press. I sent a request for the right item to be shipped and got a call a couple of hours later. The coffee press was sadly out of stock (I'm guessing another customer got mine by mistake), and I didn't want to wait until the end of the month, which is when they estimated that they'd have it in stock again. A refund was immediately issued to PayPal. I'm disappointed that I didn't get the item I ordered, but grateful for the prompt response and refund.

Usually reliable, but on this occasion did not honour their next day delivery promise (not the couriers fault, it was not picked until the day after ordering). I received a polite email apologising, but that is of little use when I needed that order as it was a last minute gift. Please don't advertise a service that you are unable to reliably fulfil.

EDIT** Updated as I received a prompt response from SousChef who apologised for the oversight in the product description and are amending it. In addition, they have refunded my order. This was not requested or expected and a huge Customer service success, thank you Sous Chef**************************************

I ordered wooden chopsticks from this site, only to discover via a translation site on the wrapping text that not only are they made in China (the biggest red flag of all), but they are coated with some type of varnish/substance which is not specified on the packaging.

To be clear, I cannot trust anything Chinese products claim on their label anyway, so had the origin country been disclosed I would have avoided this product like the plague.

Nowhere on the item page is it stated that these potentially dangerous/toxic chopsticks are made in China, but they do throw the word Japanese around a lot.

As per Sous Chef's disclaimer -

These summary details have been prepared for information purposes only, and are designed to enhance your shopping experience on the Sous Chef website. While we have taken care in preparing this summary and believe it is accurate, it is not a substitute for your reading the product packaging and label prior to use. You should note that products and their ingredients are subject to change.
*****************************

So if I choose to return these inadequately described chopsticks I will have to foot the return bill and have £3.00 deducted from any refund, and complete the return process completely at my end.

Regarding goods from China overall, for the sake of your health and to prevent the abuse of slaves and civilians in China, avoid Chinese goods as much as you can.

I recently received two jars of your Griottines and found that both were leaking. After contacting you I received two replacements in good order. I would like to say how grateful I am for your quick response and will remain a happy customer of yours.

Sous Chef is my number go to site for authentic food and high quality cookware.

They have amazing range of cooking ingredient, cook ware and table ware, and most importantly, the absolutely fantastic customer service.

I recently had some delivery handling issue which is not even Sous Chef's fault and received my replacement in literally no time. Love this site so much!

Keep up the great work :)

Evri somehow managed to loose the massive parcel that sous chef had sent.

Sous chef sent a replacement with DPD next day which was delivered on a Sunday.

Fantastic. I ordered a pan from them, it arrived the next day.

Have had a great experience with this company from start to finish
Customer service is great
Can’t fault it

I made the order on the 2.8.2024, i got an email from the seller & the courier on the 3.8.2024 that they got my parcel, then on Monday at the end of the working day at almost 16:00 ths tracking link said "we're still expecting your parcel", i called then seller, they chased it up with then, and shortly after that the status was changed to " we got your parcel ". Today i got an email from the courier that it woyld be delivered from 13:00 to 15:00, which it was not, so i called the seller again, and right after my call with them, the courier sent me a text the parcel would be returned to the depot because there was " A failed delivery attempt at 14:53 ", which is a lie, i was home the whole time, no one was even near my house.
Then i called the seller, and spoke to Jemma, that kept trying to defend the courier, saying that they are still within their time limit, completely ignored my emphasis on the fact the the courier lied twice already, and in the end released the call on me.
Last time i bought anything from them.
* Lucy told me on the 6.8.2024 atthe end of the day that the courier failed to scan the order, and "magically" after i spoke to Lucy, suddenly the order stats changed to "We Got It"
* Also i send the seller an email on the 5.8.2024, which they never replied to.

I've been using souschef for a couple of years, a nice selection of hard to find ingredients. This week I had my first issue, the lid had come undone on a jar at some point. Contacted customer service, by the end of day they'd sent a replacement next day delivery. Superb service.

I’ve been a regular customer of Sous Chef - the products are truly exceptional. However I’m writing a review as I recently had an issue with a delivery (not Sous Chef’s fault) and they went over and above to resolve it. Thank you Gemma and team

What an amazing level of service. I had purchased a lemon squeezer which unfortunately broke on the second time of using. I wrote an email to the company including a photo, this was at 4.30pm on a Friday night. Within 30 mins of sending my message they had dispatched a replacement. Not only that it arrived the very next day, I honestly can't recommend highly enough.

Order placed 29th May. Still no sign of order and emails being ignored.

Really pleased with my order!! Was packaged really well and only took 48 hrs to arrive!!! Thank you Souschef!!!

Absolutely brilliant company with excellent customer service and high-quality products.

Hermes Delivery Is a disaster
Unapologetic and perfunctory staff attitude
Very disappointed
Pay A few quid extra And get a reliable service elsewhere. Sad but true

My order arrived on Saturday but the tub of Garam Masala had burst in transit. I contacted SousChef on Saturday by email and twice again today. I included a delivery receipt so I know they have received my emails. I have also telephoned but was only able to leave a recorded message. All of my attempts to contact SousChef to get a replacement or refund have completely failed. I HAVE BEEN IGNORED!!

OK! That had an effect!

To be honest I was so disappointed to have to write the above review as I've always found SousChef's products and service to be really good.

On this occasion, however, a Trustpilot review was the only way to get any attention.

Apparently, my initial emails were routed internally to the wrong department. I've since received a replacement by express delivery, a £5 voucher and profuse apologies delivered by telephone and email.

As I've said above, I'm really sorry that I had to go down this route and things have now been fixed. I will continue to buy from SousChef because what they offer is good. I think that it would make their service even better if they learn the lessons from this experience.