Liverpool Cheese Company LTD — Local services in Liverpool

Really disappointing customer service. Ordered a selection of things from here wanting to support local shops and buy a gift for a friend as a surprise. Upon asking my friend a few days after the delivery date if she had received anything she said she hadn't but there had been lots of parcels being delivered right now, understandably at the moment. She lives in a multiple apartment block and therefore deliveries are taken constantly. Having contacted Liverpool Cheese Company and been told they hand delivered it she then said "oh my gosh we saw a box in the hallway but it had no name on it so had no idea who it was for".

I called this afternoon and had a really unhelpful rude gentleman to speak to. I was not angry at all, but wanting to understand why a name hadn't been left on the box so they knew it was for them, the argument back was "well they buzzed me in so I'm not sure what else I can do, they said they'd get it".

I would completely take this point if this had been something someone had ordered for themselves and knew to expect a delivery from them. This was a gift bought for someone so they would not have know the package sat there would have been for them unless named! When I explained that I had written on the order and as a gift message he responded "well you haven't have you, how would you have done that". I then had to explain I'd written in the gift message part of the order. To which the reply was "well then there would be a card inside the package"....which doesn't really help in trying to identify who the parcel is for from the outside.

His tone and approach just wasn't necessary.

I ended up hanging the phone up after being spoken to in that way when actually all that would have sufficed was an apology for having not labelled the package that was then left in a communal hallway.

Understand people might be a little bit more sensitive at the moment, and that this was just a bit of confusion/lack of communication, but think it's also important to recognise when a bit of learning and feedback might go a long way. Was left just feeling upset and...

Was accused of being rude by a v slow & sully teen type when I didnt want their replacement (not advised on website they didnt have it after calling prior & being assured everything was in stock), tried to do 2 x delux hamper deliveries post & local early december online: website said i couldnt, tried to do a click & collect if I had to take time off work as i did where the queue was out the door with extra staff simply oggling at queue from out the back: wasnt able... apparently i was rude for saying that nothing re anything not being available as per advertised hamper was on website (yet they continue to sell as is in description), saying management really needed to prepare better for busy xmas periods (as all other lovely places have in Liverpool: in fact they cant do enough for you 🥰) or saying lengthy rambling excuses regarding suppliers was not for me to hear... Her comment of 'well its only cheese' wasnt appropriate considering all of the above she knew & cheese is actually pretty important to our family (French) why i had taken time off work to go in a cheese shop!

Trying hard to support local business but they simply make it extra hard to do so or buy from them, her incorrect reaction/inapropriate comments were the icing on the cake: next time i'll simply buy elsewhere that understands convenience & serving the customer, ill try for as local as possible...

Update re response below: change the management ASAP who can plan/deal with xmas busy period as current clearly cannot, your staffing challenges/choices arent a poorly treated customer's interest: not had this treatment in any other small business who as above treat you so well & please stop putting any staff in front of customers to make excuses for you because you cannot update your website properly or provide anything resembling customer service (as your response below very clearly shows 🥱) Bad management is bad management afterall & was said (polite &...

So disappointed :-( Been purchasing from the Liverpool Cheese Company for many years. I’ve attended cheese schools, bought many hampers as gifts and popped in for both cheese and wine numerous times. I’ve never really had an issue and I actually found the lady owner to be very pleasant and welcoming. My partner has even left previous 5 star reviews. I was so disappointed when I recently visited the shop. I’m not a cheese connoisseur (I work in finance) so when I buy cheese I tend to look at the labels and see what I fancy. So this what I did on this particular visit. I was served by the gentleman (50+ possible joint owner) and there was also a young blonde girl (late teens/early 20s) working. I was choosing my cheese as usual when I noticed the gentleman gave a side eye to the blonde girl, showed her the label of the cheese I had ordered, rolled his eye and then they both laughed. Unfortunately I didn’t get the joke so stood there feeling uncomfortable but decided to ignore it. I then continued my order and same thing happened later on when I ordered another cheese. It made me feel so uncomfortable. If I wasn’t choosing a very good cheese I would have absolutely loved recommendations! However this was never forthcoming. I left feeling embarrassed and as though I had been made a mock of. The only reason I have decided to give 3* and not less is because of the amount of times I have visited the store previously and had a lovely experience from the lady owner and other staff. However unfortunately due to my most recent visit I feel too...