Great Balls Of Flour Reviews 

Reply from Great Balls Of Flour

Jul 13, 2026

Hi Elizabeth

We are absolutely thrilled to hear that you love the dough, that it was easy to use, and that it makes great pizza! However, we hear you loud and clear regarding the communication and delivery timeline, and we want to clear up exactly what happened.

Regarding WhatsApp, that channel is strictly used for outbound marketing purposes and is not monitored for customer support. There absolutely should have been an automated message stating that replies are not read, so we will look into why that didn't happen as it completely explains your frustration.

A 10-day delivery window is also miles outside of our standard operational timeline, and we are genuinely sorry that the box arrived well after you required it, especially on a scorching 28°C Friday while you were stuck at work. While our live dough is packed to withstand transit, we know it's incredibly stressful worrying about a box sitting out in the heat.

We take your feedback about the administration and communication loop seriously. The product clearly hit the mark, and we’ll make sure the support side of things catches up so you get the seamless experience you expect next time.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 13, 2026

Have you received your order?

Reply from Great Balls Of Flour

Jul 13, 2026

Hi Keith

Thank you for your feedback. We are genuinely sorry to hear that your order got caught up in our system—that is absolutely not the standard we aim for, and you are completely right to be disappointed that you had to chase us a week later to get it moving. We are looking into what caused that processing glitch to ensure it doesn't happen again.

As for the dough itself, we are glad it arrived safely in the end, even if it only felt "just fine" this time around. Working with live sourdough can take a little bit of getting used to compared to standard supermarket dough. We are confident that with a little more practice—tweaking your fermentation time, stretching technique, and oven temperature—you'll see exactly why there is so much hype around our product!

We hope you'll give us another chance down the line for a much smoother experience from click to crust.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 13, 2026

Hey James

We absolutely take responsibility for our supply chain, and it is always frustrating when a courier doesn’t follow specific delivery instructions on the ground.

Because we are shipping fresh, perishable dough, tracking is everything. DPD sends out automated text and email updates—and their app is brilliant for push notifications—so you can track the box in real time. When a preference like "leave with a neighbour" is selected, if a neighbour isn't available, the driver will occasionally make the call to leave it in a safe place on the property, taking a confirmation photo which updates on your tracking link immediately.

We're sorry our initial automated response felt a bit clinical; it’s just designed to gather details quickly. We do monitor our courier performance closely, and we appreciate you sharing your experience so we can keep pushing for the best possible service on that final leg.

DPD are the best our there and the only courier that is approved for both Perishable products and time sensitive medication so we are really limited in who we can choose to use to deliver.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 13, 2026

Hi Jenny

We are very sorry to hear that your event was missed because the courier lost your original box. It is incredibly frustrating when a delivery goes wrong, but it is hardly our fault that the courier lost the parcel in transit, and we did act quickly to send a replacement out to you as soon as the issue was raised.

That being said, we completely sympathise with the fact that the replacement arrived too late for your specific event and that the original box turned up in such a shocking state.

Please contact our support team directly. In this instance, we would be more than happy to sort out a full refund for you to make things right. We apologise for the disruption to your plans, and we hope to see you back under better circumstances in the future.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 5, 2026

Hi Angela

While we understand your frustration about your dough exploding in the heat, we have to be completely clear about where the responsibility lies here.

We send tracking notifications and dispatch notes ahead of time for every single order so you know exactly when your box is arriving. Because we are shipping perishable items, it is the customer's responsibility to ensure someone is available to receive the delivery or retrieve it promptly.

DPD always takes a photo confirming exactly where the parcel has been left. If a parcel is left in a safe place like behind your bins because no one was home, that is standard courier protocol, not a failure of our service. Leaving a box of live dough outside in the heat for an extended period means it will naturally over-ferment and expand—which is exactly what happened here.

Our team refused a refund because, from a fulfillment perspective, all of our processes were completed perfectly and the order was delivered to your property on time as tracked. We cannot absorb the cost when a customer is not available to collect a time-sensitive delivery.

We would like to extend the offer of a 50% discount on a replacement order but are unable to offer an entirely free refund as we have followed our processes correctly, as had DPD by leaving the parcel on your property at the time of delivery.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 5, 2026

Hi Sarah,

Because you have only left your first name on this review, we have been unable to locate your details, order history, or any support tickets in our system. Without an order number or email address, it is impossible for us to know what went wrong or comment on your experience.

We pride ourselves on our product quality and our customer service, so we would love the opportunity to look into this for you.

Please get in touch with our support team directly with your order number so we can investigate exactly what happened and work to make it right.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jul 5, 2026

Thank you for the review. We have looked into this and can see that you ordered it on the 30th June and we dispatched it on the 30th June but DHL appears to have lost it.

We cannot see any record of you contacting support to inform us of this. Had you contacted support we would have arranged a replacement.

Please can you reply to the order confirmation email you received and our support team will resolve this really quickly.

We are genuinely sorry that DHL has not delivered your order.

Kind regards

Team GBOF

Reply from Great Balls Of Flour

Jul 5, 2026

Hi Adam,

We're really sorry to hear about your experience, and we want to extend our heartfelt apologies. This is definitely not the kind of service we aim to provide, and we completely understand how frustrating this situation must be for you, especially considering all the effort you put into securing your date.

Here’s a bit of insight into what happened: last month, we upgraded our systems for managing delivery dates. During this transition, a few orders encountered technical issues, leading to communication delays on our side. We’ve since made many improvements, giving our customers direct control over their delivery dates at checkout. This change should help prevent similar issues in the future.

We always strive to put our customers first, and we're constantly working on enhancing our operations and customer service so that the delivery experience matches the high quality of our products. We hope our recent reviews reflect the hard work we're putting in every day!

We’ll definitely take a closer look at the specific email gaps you pointed out, but in the meantime, we want to make things right. We’ve credited your account with the full value of your order for a future purchase. We truly hope that, despite the delay, you were able to make some delicious pizza with the ingredients!

Thank you for sharing your feedback with us; it really helps us improve.

Best regards

Team GBOF

Reply from Great Balls Of Flour

Jul 2, 2026

Derar L Wall

We are sorry that your first experience with us was let down by transit damage, but we have to push back on your comments regarding our packaging and our team.

Our boxes are robustly tested and produced right here in the UK by a highly regarded cardboard manufacturer. The protective sleeves around our glass jars successfully protect 99% of shipments. No transit packaging can ever be 100% indestructible against a courier treating a parcel like a football and we, sadly, have no controlled over how parcels are handled by couriers - even though we have large FRAGILE wording printed on the box - as you pointed out - this can still be ignored.

Furthermore, your claim that the rest of the contents were ruined is incorrect. As our human agent advised you, the rest of your items were completely protected by a separate, sealed insulated liner inside the box and were perfectly safe to use. Throwing away perfectly good food because of an external courier blunder is a massive shame.

Regarding our customer service, we do not feel that we failed you. We offered you a choice: a full refund for the smashed sauce or a credit note with an additional amount thrown in as a gesture of goodwill. You chose the refund, which will have been processed immediately.

We are a small business doing things the right way, and while courier damage is frustrating, we handled the situation fairly, transparently, and by the book.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jun 25, 2026

Hi Roland,

To clear up the facts, James, our founder, was the person responding to you, and his intention was to help you understand the product rather than be dismissive. We are a small, independent business, and it is very unfortunate that you have chosen to tarnish our reputation with a one-star review based on a mischaracterisation of that conversation.

Here is the reality of the situation:

Product Condition: Based on the exact dispatch and delivery times from our facility to your house, alongside the photos you provided, your dough was absolutely and completely usable. It is a live product, and arriving defrosted is entirely normal and safe.

The Replacement Logic: James explained that a replacement would arrive in the exact same condition because arriving defrosted is the correct condition for transit. Sending another box would have simply resulted in a further lose-lose situation, leaving you even more frustrated by receiving the exact same perfectly safe, usable product.

Food Waste: Suggesting that perfectly good, premium dough should be thrown in the bin is something we do not stand for and will not tolerate. We will always advocate for the quality of our product over unnecessary waste.

The Advice Given: James was merely stating the facts of how our dough behaves in transit. Rather than listening to or following the expert advice provided to help you get the best out of your order, you chose to quote position points to us that were simply untrue.

Order History: While you mention being a repeat customer, our records show you have placed one previous order back in April. While the weather was admittedly much cooler then, it does not mean the order you received this time was anything less than perfect.

The Refund: To be precise, you were not refunded by us or PayPal through a standard customer service route; you initiated a chargeback. We will be robustly challenging this chargeback with the provider based on the fact that a perfectly good, safe, and premium product was delivered to your door.

We always aim to support customers who want to make great pizza, but we will also protect our business and our team when advice is rejected in favour of false information.

Best regards,

Team GBOF

Reply from Great Balls Of Flour

Jun 25, 2026

Dear Mrs Power

We are very sorry to hear that your first order was let down by the courier, and even more sorry that our supervisor loop failed to get your replacement sorted in time for your pizza party. That is absolutely not the standard we set for ourselves, and we are gutted that you had to go elsewhere to save your event.

When a replacement is triggered in our system, a dispatch notification is often generated automatically, but it is clear that a human error occurred during the manual supervisor sign-off, meaning the physical box never left our facility. We completely understand why you lost confidence and chose to use another supplier.

While we are glad a full refund was issued, we know it doesn't make up for the frustration of the oversight before your party. We appreciate your feedback, and we'll be reviewing how our internal escalations are handled to ensure a ball isn't dropped like this again.

Best regards,

Team GBOF