The Artisan Food Company Reviews 13

Reply from The Artisan Food Company

Feb 25, 2026

Thank you for giving us the opportunity to respond.

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We are truly sorry to read about your experience and would like to address each of the points raised, as we take all comments extremely seriously.

Regarding the duck legs, we were very surprised to read this. Our duck is fresh, UK-reared product and handled to strict quality standards. Had we been made aware at the time that there was an issue with the smell, we would of course have arranged an immediate replacement or refund without hesitation. We were never advised directly of any problem with the duck itself, and we would always encourage customers to contact us straight away so we can resolve matters promptly.

With regard to the duck jus, you are correct that this did become unavailable. In the lead-up to Christmas we were experiencing increasing supply difficulties with certain poultry products from Europe due to bird flu vaccination restrictions, which impacted availability unexpectedly. As soon as we became aware that stock could not be fulfilled, we contacted you. We fully understand the frustration this would have caused, particularly at such a busy time of year.

On the refund, you are absolutely right that this took longer than it should have. The request came during our busiest pre-Christmas period, and while that provides context, it is not an excuse. We normally process refunds at the end of each day, and on this occasion we fell short of our usual standard. For that, we sincerely apologise. It was never our intention to delay or avoid the refund.

We are, however, pleased to hear that the caviar and veal stock met expectations.

We genuinely regret that your overall experience did not reflect the level of quality and service we aim to provide. If you would be willing to contact us directly, we would very much welcome the opportunity to discuss this further and restore your confidence in us.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

Following your contact with us regarding the Spanish Ibérico pork products (which are supplied frozen), we immediately took your concerns seriously. As your complaint related to both the presence of a hair in the packaging and an unpleasant smell, we were obliged to escalate the matter directly to our UK supplier, who in turn referred it to the producer in Spain. Issues of this nature must be formally investigated through the supply chain.

We remained in contact with you during this process and, in good faith, we took the step of issuing a refund promptly while the matter was being reviewed. These investigations can take a little time, particularly when they involve overseas producers, but we did not delay in resolving the financial aspect for you.

As part of the supplier’s quality control procedure, we did request that the products be collected so they could be examined. We were subsequently informed that they had been disposed of. Whilst we completely understand your reluctance to keep products you were unhappy with, disposal unfortunately makes it very difficult for the supplier to carry out a proper inspection or determine the exact cause.

We sell a significant volume of Ibérico pork and have not received similar complaints. It is possible that what was described as a hair may have been a bristle from the animal, which can occasionally occur in pork products, but without the opportunity to examine the item, it is impossible to confirm. That is precisely why suppliers request the return of goods in such cases.

We are sorry that you feel the assistance provided did not resolve the issue meaningfully. From our perspective, we responded, escalated the matter appropriately, and issued a refund. However, we regret that this did not restore your confidence.

Customer satisfaction and product integrity are extremely important to us, and we would never knowingly supply substandard goods.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

However, having carefully reviewed this particular review, we must respectfully state that we believe it to be malicious and fraudulent. The review was left anonymously, and despite thorough checks of our systems, we are unable to trace any order that matches the circumstances described.

To address the specific claims:

We do not sell 6kg cheeses as a standard retail offering in the way described.

We would never take additional payment without a customer’s clear agreement.

Logistically, we would not be able to “take money” without permission in the manner suggested, as we do not store customer card details for unilateral future charges.

We do not block customer email addresses, and we never have.

While it is true that suppliers occasionally change formats or discontinue certain sizes (and websites can sometimes take time to update), the sequence of events described does not align with how our ordering, payment, or communication processes operate.

We always aim to resolve genuine issues professionally and courteously. On the rare occasion where a supplier cannot provide a particular size, we contact the customer to discuss alternatives before proceeding. We do not dispatch goods or process altered quantities without confirmation.

Unfortunately, this situation highlights one of the challenges of open review platforms, where anonymous and unverified claims can be published publicly without prior engagement. We have formally requested that this review be investigated and removed.

If the reviewer is a genuine customer, we would encourage them to contact us directly with order details so we can properly investigate and resolve any legitimate concern.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

Having reviewed your order, we can see that you had ordered Greens cheeses. Unfortunately, Greens experienced a production issue in January 2025 which left certain items temporarily unavailable. While this was outside of our control, we completely understand that this does not lessen the frustration caused.

Where items are unavailable, our terms do state that we may occasionally substitute products. Our usual procedure is to attempt to call customers first. When we cannot make contact by phone, we often send a text message, as emails can easily be missed or diverted to spam folders. Our messages include our company name for transparency and security. However, due to UK regulations governing business SMS messaging, these particular texts are not always reply-enabled, which we appreciate can be frustrating if you wish to respond directly.

It is certainly not our intention to “tell” customers what they will receive without consideration. We aim to prevent delays and ensure orders are fulfilled as smoothly as possible, but we are sorry if on this occasion you felt decisions were made without your agreement.

With regard to your email requesting cancellation and a refund, we are sorry if this was not acknowledged in a timely manner. That is not the level of service we strive to provide. If the order had already been processed and dispatched before your email was seen, that may explain why delivery still went ahead, though we accept that this should have been communicated clearly.

In terms of packaging, our cheeses are dispatched in appropriate food-safe packaging in line with delivery timeframes. However, we are concerned to read your comments and would of course review this internally.

We are genuinely sorry that you were unhappy with the substitute cheeses supplied and that the experience left you feeling ignored. That is certainly not how we wish any customer to feel.

If you would be willing to contact us directly with your order details, we would very much like to resolve the refund matter promptly and restore your confidence. Should you decide to give us another opportunity in the future, we would also be pleased to include a bottle of white truffle oil with your next order as a gesture of goodwill.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward. As far as Facebook is concerned, the two reviews posted there were so extreme and, in our view, malicious that we chose to disable reviews on that platform, as we do not consider it a particularly credible review forum for our business.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

Having reviewed your order, it appears that the missing caviar was the result of a picking error. While this is not ideal and certainly not the standard we aim for, occasional human errors can unfortunately happen. When this was brought to our attention, we did offer to resend the caviar immediately; however, your preference was for a refund, which was processed accordingly.

Regrettably, the same picking error also resulted in the truffle oil being omitted from the parcel. Having two errors on a single order is highly unusual for us, and we fully accept that this was not good enough. As soon as we became aware of the omission, we dispatched the truffle oil to you without requiring any further order.

We are pleased to hear that you enjoyed the tuna. Our tuna is of the highest quality and is supplied to leading London restaurants such as Hakkasan, Sexy Fish and Zuma, among others. We take great pride in the standard of this product.

We truly regret that the issues with this order detracted from your overall experience. If you would be willing to give us another opportunity, please feel free to place another tuna order and we would be delighted to include a complimentary 10g caviar taster pot for you to enjoy alongside it.

Reply from The Artisan Food Company

Feb 25, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

Following a very busy Christmas period in December 2024, we were closed from 27/12/2024 and did not reopen until 06/01/2025. Any emails sent during that time would not have been seen until our return in January. We fully understand how frustrating that must have been from your perspective, particularly if you were awaiting a response regarding a missing item.

Unfortunately, with only a name on a review platform, we are unable to trace the specific order to investigate fully. Had we been able to locate the order details at the time, we would have happily arranged either a replacement beef demi-glace or refunded the difference immediately. It is certainly never our intention to leave a customer out of pocket or without a response.

We sincerely apologise that the lack of communication during our closure gave the impression of poor service. That was not our intention, and we regret that this has led to such disappointment.

If you would be willing to contact us directly with your order number or further details, we would be more than happy to resolve this promptly for you.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

With regard to your order of unagi, you are correct that the product was advertised as Japanese. On occasion, due to supply chain pressures, we may need to substitute with unagi sourced from another Asian country. In this instance, the product supplied was from China. In the majority of cases this has been acceptable to customers, particularly as the quality remains high and the product is widely used within the industry. However, we fully acknowledge that on this occasion it did not meet your expectations.

We must strongly stress that this was never intended to mislead and is absolutely not a scam in any way whatsoever. Our unagi is supplied to many leading Asian restaurants in London, including Hakkasan and Zuma, among others, and we take both product integrity and our reputation extremely seriously.

As soon as you notified us of your concerns, we contacted you directly, agreed to arrange collection of the items and issued a refund. We believe that resolving matters promptly and fairly is the correct course of action whenever a customer is dissatisfied.

Following this incident, we have amended the product description to state “Asian” origin to better reflect potential sourcing variations and to avoid any future misunderstanding.

We genuinely regret that this experience led to such frustration and disappointment. We hope that, in time, you may reconsider your decision and allow us the opportunity to supply you again under clearer expectations.

Reply from The Artisan Food Company

Feb 27, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

Having reviewed our records, we were initially unable to trace an order under the name displayed on this review, although it is of course possible the order was placed under a different name. If so, we would be very happy to look into it further with the correct details.

With regard to the vintage, wine vintages can change once new stock arrives into the warehouse, and occasionally a later vintage is dispatched. Our usual procedure is to notify customers where there is a vintage change. If that did not happen clearly in this instance, we apologise for that oversight.

We do understand your position that you would not have chosen to purchase six bottles of a later vintage without first trying it. Your suggestion of retaining the bottles to lay down and receiving alternative goods as a goodwill gesture was noted. However, our customer service team does not have the authority to apply discretionary credits or effectively discount fine wine outside of set procedures. Where an incorrect vintage has been supplied, our policy is to arrange collection and issue a full refund. While this may feel inflexible, it ensures fairness and consistency across all orders.

As you confirmed, the wine was collected and a refund arranged.

In terms of fulfilment, we work in collaboration with partner companies, and certain wines are dispatched via our sister company from a dedicated wine warehouse. This allows us to offer a broader range while ensuring proper storage conditions. It is a structured supply arrangement rather than a matter of not “stocking” the wine, but we appreciate that this may not have been clear from the outside.

We are genuinely sorry that the outcome left you feeling that margins were prioritised over customer satisfaction. That was certainly not our intention; rather, we were following established process to resolve what was, ultimately, a vintage discrepancy.

It is disappointing to hear that we have lost what could have been a long-term customer, and we regret that this experience did not reflect the level of service we aim to provide.

Reply from The Artisan Food Company

Feb 25, 2026

Firstly, we would like to apologise that we had not replied sooner. We were genuinely unaware that a Trustpilot profile had been created for our business, as it is not a platform we had signed up to or actively managed. We do not routinely ask our thousands of happy customers to leave reviews, as many companies do, so unfortunately the account had been used without our knowledge. We have now claimed the profile so that we can properly respond to any feedback going forward.

We would also like to say that we take all customer feedback extremely seriously, and we are genuinely sorry to read about your experience.

By way of context, this order was placed with us after your regular supplier had unfortunately let you down. We understood the urgency and, to ensure you were not disappointed again, we arranged for a van to be dispatched to Liverpool Street to deliver two tins directly to your offices. We made every effort to accommodate you at very short notice.

We supply many top restaurants in London and throughout the UK and, to date, have not received complaints regarding the quality of our caviar. That said, we do appreciate that taste is subjective. Caviar is produced in different varieties and from different countries, and flavour profiles, texture and “pop” can vary naturally between types. The feedback we received related to there being “no pop,” which in itself can depend on species, grading and personal preference rather than indicating a fault.

As a matter of food safety, we do not accept returns of fresh food products once they have left our controlled cold chain, as we cannot then guarantee the integrity of the product or accept liability for potential contamination. Of course, if a product were genuinely inferior or defective, we would always investigate and take appropriate action. In this instance, we did not have evidence of a quality issue but we did try to assist and advise as best we could.

We were genuinely trying to help when you found yourself without supply, and we are sorry that the experience did not meet your expectations.

If you would be open to it, we would be very happy to provide a complimentary 10g taster pot so that you can try the product again before committing to a larger purchase. We would welcome the opportunity to restore your confidence in us.