Gourmet Basket — Local services in Sydney

Basket containing fresh perishables and shelf/pantry products sent out via Star Track couriers, item was declared delivered by star track but not actually delivered, rather it was sent back to the star track warehouse in Villawood - we were home all day but the courier decided against using his phone to make a simple call to verify our unit number which had not come through on their sticker....this doesn't sound like a 5 star review but stay with me....

So, upon calling star track and finding out they had returned it to the warehouse we contacted Gourmet Basket, they advised they would contact Star Track and have the box returned to them and process a refund......

The following day I get a call on my mobile, it is a star track courier who knows how to do his job and says he has a delivery for us, and to ask us for our unit number, ummmm I thought the box was going back to Gourmet Basket but ok, I provide him the number and the box is delivered an hour or so later....

So thinking that Star Track would have refrigerated storage in their warehouse we accept the delivery, open the box and find that the ice packs were completely liquified and anything requiring refrigeration was pretty much done and dusted, we contacted Gourmet Basket again....

Now here's where the 5 stars were earned.....the lady on the phone was completely on our side with it, she apologized for the whole mishap even though it wasn't really their fault, instead of telling us to return the box and they will process the refund when received, she processed our refund and told us to hold on to the box and anything that isn't spoiled we are welcome to help ourselves to, and to dispose of any perished perishables in the process.... That is more than decent customer service and made an ugly experience (courtesy of Star Track couriers/Aus post) a more than pleasant experience in the end.

Good job, makes us more likely to use Gourmet Basket again in the...

I come across Gourmet Basket while searching for a hamper to send to my boss, to appreciate his leadership for the team. The website is friendly, and the choices is variety for most occasion. In order to have the hamper delivered on the specific date, I have the order put in early. The hamper I order is cheese, chocolate with red wine. The shipment indicate will be premium courier. However, the hamper was not delivered on the specific date in for the occasion. I call to follow up, realized the hamper was dispatch in wrong shipment and not sure when it will reach the recipient. As it has cheese in the hamper, is it no way to delivery after long period of time sitting in the courier car. When realized the error, the lady in GB is helpful to immediately arrange the new same hamper to ship out with premium shipment by air. And promise it will deliver the next day.

Another disappointment occurred; the hamper still did not reach on next day after the specific date. I have to follow up again to check what had happened and was told some unusual delayed has occurred. Is such a shame it happened twice on this delivery incident. Is embarrassing for a sender who want to make it a special occasion to appreciate someone and turn out to have such delayed.

Finally on the 3rd day the hamper was delivered. The package is classy and nice. As show in the picture, well packed and elegant present. The experience is not pleasant, having the hamper not send on a specific date, and having stress to follow up few times and ensure the products delivered in safe to consume. As a customer I would expect a smooth delivery of my gift to my recipient. Staffs are helpful and friendly to help...

Experienced horrible customer service. Yesterday I called the company to confirm the cut off time for same day delivery, I was told it is strictly 9:30am. Today I placed an order before 9:30am. I then received a call at 11am saying my delivery missed the cut off time and it cannot be delivered until Monday. Although I selected same day delivery, placed the order before 9:30am and my email confirmation stated the delivery will take place on the same day. During this call the lady acknowledged that I placed the order before the cut off time however they made an error. I asked if they delivery can still take place today as it was for a special occasion and by the time they notified me I missed other cut off times for other businesses. I then received a call back stating the courier arrived early and it cannot be done.

Extremely disappointed with the false advertisement. I would not recommend this company based on their unreliability and the utter disregard they had to rectify an error on their behalf. Next time I will be ordering from a company that can meet their promises at all times, not just when it is convenient to them. Am now waiting for a refund which will take a few...