This is my second large order with PouchDirect and I'm just as happy second time around. The pouches are excellent quality, carefully packed and always arrive quickly. I did a lot of research bef... See more
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A very professional company. Attentive to the needs of the customer, what ever the question or query. Adaptable when asked for changes and very kind a restorative when I made a mistake. Efficient d... See more
Company replied
When we placed the order we were advised we would be receiving an email confirmation. This did not happen. We were not sure if the order had been placed and contacted Pouch Direct. Pouch Di... See more
Company replied
SERVICE WAS FAST AND OF HIGH QUALITY !! Small mistake in quantity has been covered immediately !! Very rare... Please continue as we hope to tie up valuable orders. Tigrane TCHERPACHIAN... See more
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Company details
Written by the company
PouchDirect is an international supplier of high quality stand up pouches, coffee pouches, flat bottom pouches and custom printed pouches for the food and non-food industry.
Contact info
Hoofdstraat 166, 8162 AR, Epe, Netherlands
- 0044 (0)20 7193 7891
- info@pouchdirect.nl
- pouchdirect.co.uk
4.9
Excellent
110 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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Great Fast service with a quality…
Great Fast service with a quality product in the bag!
16 January 2020
Unprompted review
Reply from PouchDirect
Hi Gerald,
We would like to thank you for leaving this nice 5 star review. It makes us very happy when customers are satisfied about our customer service and products, that is what we strive for! We hope to welcome you again soon at PouchDirect.co.uk!
Team PouchDirect
Cannot fault a thing
14 August 2019
Unprompted review
Reply from PouchDirect
Dear Joshua,
Thank you very much for you review! We hope to serve you again in the near future.
Team PouchDirect
Process of ordering not clear
Packaging is exactly what I wanted, but their process of ordering was not clear. I placed an order and was under the impression it would arrive within a week but at no point made aware that the product was not in stock and would be on back order. I don't know whether this was down to the translation difference (Dutch to UK) but it was only made clear to me after I contacted the customer service to ascertain where my order was as there had been no update at all. There was 1 small line under the order that said it was on back order. I wasn't best pleased as this has pushed a product launch date back by 3 weeks
28 May 2019
Unprompted review
Reply from PouchDirect
Thank you Josh for leaving your review. We ask our customer to leave a review so we can learn from it and improve our service, or in some cases understand the perception from our customers better. In your case I would like to defend ourselves a little which I normally not do because I think this is not the platform to do so.
Luckily you are very satisfied about our product, but not happy about our lead-time. One of the reason I started this company is doing business on a very honest way. Inform my customer about everything in advance of finalizing their order, so my customers know exactly what to expect. Because meeting their expectation is the minimum I want to achieve and aiming to exceed expectations is our goal.
1) During the selection process online we show all our customers directly the stock level and lead-time.
2) In the shopping cart we inform our customers again about the back-order and lead-time.
3) On our order confirmation which we directly send to you by email we mention (in bold) the back order and the lead-time. We even mention that the back-order is shipped on our cost to you.
We delivered this order in 16 days and we promised ± 15 days. So yes we were one day 'late', but it was not 3 weeks later as mentioned in your review.
My point is that we think we do everything within our power to inform our customers on a proper way. Therefor our site is translated in 6 languages by native speakers to prevent ourselves for miscommunication.
We hope to meet you again in our webshop because we have very little back-orders. We have the largest stock of pouches in Europe to serve our customers fast.
Kind regards,
Team PouchDirect
Pouch Direct have been very helpful
When we placed the order we were advised we would be receiving an email confirmation. This did not happen.
We were not sure if the order had been placed and contacted Pouch Direct. Pouch Direct advised us that the order had not been placed.
We were about to pay this by bank transfer using a currency broker but this got delayed due to unforeseen events. It was just as well that we had not paid this because the next day we found out that our card had been debited and we received a delivery confirmation email. Later that day the goods arrived.
Pouch Direct were very receptive to their feedback and have contacted us to resolve this issue satisfactorily. We would be very happy to continue purchasing from them.
28 March 2019
Unprompted review
Reply from PouchDirect
Dear Rebecca,
Thank you for your feedback. We are happy to read that you are satisfied about our service and products. Our entire team is focused on delivering a superior customer experience and we are glad to read you are satisfied after the payment delay you've had.
We appreciate your business and look forward to continue doing business with you!
Team PouchDirect
Excellent and Prompt service
Excellent and Prompt service. Products were as specified and expected
21 March 2019
Unprompted review
Reply from PouchDirect
Dear Stephen,
Thank you very much for taking the time to share your positive shop experience. Reviews like yours help us to make sure that we're meeting the expectations of our customers. We look forward doing business with you for many years to come!
Team PouchDirect
Really quick service and delivery
Really quick service and delivery. Product exactly as advertised.
Quality and Service AAAA+
4 December 2018
Unprompted review
Reply from PouchDirect
Dear Stuart,
Thank you for sharing your positive experience with this great review.
We alway strive for satisfied customers like you. Our goals are to provide top-notch service with high quality products and quick delivery so we really appreciate your kind feedback.
We hope to have the pleasure of doing business with you for many years to come!
Team PouchDirect
Wonderful service as ever
Wonderful service as ever. A speedy turnaround on a much needed emergency order last week. Friendly, effecient and effective.
3 December 2018
Unprompted review
Reply from PouchDirect
Dear Fionna,
We greatly appreciate your 5 star review and nice words. As we work hard to ensure that our customers receive the best service and products as possible, we are happy to get satisfied reviews like this one.
We would like to thank you for your business and we hope to see you again in the near future!
Team PouchDirect
Amazing service and good value
Amazing service and good value. Really happy with their service and will continue to use them. Thanks!
14 November 2018
Unprompted review
Reply from PouchDirect
Dear Charlotte,
We really appreciate your great review, thank you very much!
Our main focus is a high standard customer experience for our clients. That's why we are glad to hear you are satisfied about our service
and products and look forward to build a long-term business relationship with you!
Team PouchDirect
Quick response and delivery
Quick response and delivery. I’m very pleased.
14 November 2018
Unprompted review
Reply from PouchDirect
Dear Joana,
We would like to thank you for your review with positive feedback and look forward to serve you for many years to come!
Team PouchDirect
Fab pouches
Fab pouches, these are ideal for our little fudge business. Delivery is so quick.
Highly recommend!
13 November 2018
Unprompted review
Reply from PouchDirect
Dear Matthew,
It gives us great pleasure to read your 5 star review, thank you very much!
We always strive for the best quality with a quick delivery, that's why we are delighted to hear that you are very satisfied about this.
We look forward to welcome you again soon at PouchDirect.co.uk!
Team PouchDirect
I am really happy to find you
I am really happy to find you! It’s halps a lot to my small business. You doing very well! Fast, professional, smart. My company growing up with you.
29 June 2018
Unprompted review
Reply from PouchDirect
Dear Alisa,
Thank you for choosing PouchDirect and your positive review. We're glad to read that your company grows up with us.
Please do not hesitate to approach us again for your packaging solutions in the future at PouchDirect.co.uk, you are very welcome!
Team PouchDirect
Reply from PouchDirect
Thank you very much for your kind review, Dumuid. We're glad to read you had a positive experience with our products and hope the personalized pouches meet your expectations too!
as our first time
as our first time, we are very satisfied, for the availability and courtesy in answering our questions and for the fast delivery times, thanks PouchDirect. Regards, Pachamama Società Agricola S.S. (Italy)
22 March 2018
Unprompted review
Reply from PouchDirect
Thank you for your nice feedback, Massimo.It gives us great pleasure to read your positive experience with our customer service. Our goal is to provide top-notch service, so we very much appreciate your kind feedback. The whole PouchDirect team would like to thank you for your business and we hope to see you again in the near future!
Reply from PouchDirect
Thank you so much for taking the time to share your experiences online. We're glad to hear that you appreciate our service. We look forward to assisting you again in the future!
Shipping costs excessive
Shipping costs, excessive. The product is excellent - however, it does not appear that you have a stock in the UK, and the telephone number for the UK does not work? It would have been cheaper if I could have shipped directly from the UK - as it is I am charged a delivery charge, a remote charge and then I further incur costs as you do not deliver to Jersey and I need to involve another company to ship to me. This means that I cannot reclaim the VAT on the product either, because you deliver to a freighting address in the UK. This pushes my overall costs up considerably as a very small start-up company. If you indeed have an operation in the UK would you please hold a stock of your products there so that I can ship directly? Thanks
1 February 2018
Unprompted review
Reply from PouchDirect
Thank you for your email.
I found out how the mistake came into our system. It actually is because of the input of your address details on our webshop; you did it correct with your invoice address (JE2 7PZ) but on the shipping address without 'space' (PO35PL). This record will be seen as PO35 which is a remote area for delivery. Everything with 'space' will be handled correctly. Also the UK phone number is working properly again. Thank you for being so persistent and to inform us about this. When we know about issues, we can listen and improve.
Your answer:
Ah thank you very much for letting me know Edo
Good quality products with speedy …
Good quality products with speedy delivery. Great customer service too!
11 January 2018
Unprompted review
Reply from PouchDirect
Thank you for your feedback and five star rating, Jolene! High quality products, fast delivery and excellent customer service are elements of high priority of us. We hope to serve you again in the near future.
Very expensive product
28 November 2017
Unprompted review
Reply from PouchDirect
Thank you for your review. We have had contact with you and we solved the situation for you to your satisfaction.
There was one thing we found about the last invoice where it had a 'Remote area surcharge' of € 21,- based on the wrong zipcode. This is a mistake from our system and solved now for the future. The two previous invoices of your first orders were ok. Of course we did refund you this amount the same day of your notification.
We would like to thank you for your business and we hope to see you again in the near future!
Am happy with the product although I do …
Am happy with the product although I do think postage is a bit high when you only buy a small quantity - came in a box really quite unnecessarily big for the size of the product.
28 October 2017
Unprompted review
Reply from PouchDirect
Thank you for your feedback.
The cost of shipping varies by the size of the order and are set per country. For shipping and packing within United Kingdom we invoice a lump sum payment (of 19,95 Euro) for orders under 1000 pouches. If you order more than1000 pouches we offer free delivery. We operate mainly in the B2B sector where the quantities purchased are usually larger. If you have a valid VAT-number we do not charge VAT on your order.
We hope to have informed you sufficiently and to have the pleasure of doing business with you again. Should you have any questions about our products or services, please do not hesitate to contact us!
Products are acceptable
Products are acceptable. But customer service needs to be more customer info oriented needed.
11 October 2017
Unprompted review
Great customer service and delivery …
Great customer service and delivery times.
20 August 2017
Unprompted review
Reply from PouchDirect
Thank you for giving us a perfect rating! We are happy to read that you are very satisfied with our service.
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