/10
★★★★★
based on 1119 reviews published
★★★★★
based on 1119 reviews published
Latest negative customer reviews
1
/5
★☆☆☆☆
22/01/2024 09:30: order placed (ZFSJGYFQI or 10574, your choice!) 22/01/2024 09:37: emails from Caviar de Neuvic confirming payment and order 23/01/2024 15:19: SMS confirming delivery for 24/01 between 08:00 and 13:00 24/01/2024 12:45: SMS saying that an "event" has led to delivery being postponed to 25/01 between 08:00 and 13:00 25/01/2024 13:33: I call CdN as no delivery has been made.
25/01/2024 13h38: they call me back and my interlocutor tells me that the parcel is in Marseille. I tell her I'm astonished because the parcel doesn't have to go through Marseille to get from Dordogne to Seine Maritime.
25/01/2024 13h43: They call me back. My interlocutor tells me that the parcel is in Rouen. It will not be delivered this 25/01 25/01/2024 13h43: e-mail from Chronofresh telling me that "I have chosen" to change the delivery date! No, not me 25/01/2024 15h40: CdN opens a ticket n° 9513 following my communication of surprise at "my choice" to change the delivery date 25/01/2024 15h49: e-mail from CdN apologizing for the delay in delivery. 26/01/2024 08h04: SMS and e-mail from Chronofresh indicating a delivery on 26/01 between 12h50 and 13h50. 26/01/2024 14h15: no delivery, I call CdN. No return, the caller waited an hour because I had to be delivered within an hour of my 2pm call 26/01/204 2:45pm: I call CdN. Delivery in ½ hour!!! 26/01/2024 15h00: Chronofresh tells CdN that the parcel cannot be delivered on 26/01 as planned. Delivery is postponed to the next day by Chronofresh between 08:00 and 13:00. I ask for the invoice to be sent, as it is not available on the website. 26/01/2024 14h55: e-mail from Chronofresh with the same erroneous statement: "You have chosen to change the delivery date", which is wrong again. It's Chronofresh that doesn't keep to its multiple delivery notices and postpones, postpones, postpones... 26/01/2024 16h00: I call to ask for my invoice again. 26/01/2024 16h04: - Parcel not delivered for 4 days - Debit indicated by Paypal even though I don't have a Paypal account! What are the risks? - Debit identified in Luxembourg, a tax haven for Olma? Summary: 1. a lot of time wasted, no water 2. stuck at home for 4 mornings for nothing 3. what about the cold chain (in and out of the truck) 4. emails with false information 5. unable to send an invoice (not yet received as of 30/01)
Pascal M.
purchased on 22/01/2024
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Answer from Caviar de Neuvic
Hello, We sincerely apologize for this experience which does not reflect the standards of quality and service we are committed to offering our customers. We fully understand your frustration and the negative impact this situation may have had, especially for a moment as important as an anniversary. Your detailed feedback is invaluable in helping us identify areas for improvement in our logistics and communication process. Here's what we can assure you: Delivery: We are aware of the many delays and incorrect information transmitted by Chronofresh. We will be stepping up our dialogue with our logistics partner to ensure that such situations do not recur. Cold chain: We would like to reassure you that the cold chain is strictly respected. However, we understand your concerns and are at your disposal to discuss compensation or an appropriate solution. Invoicing: We regret the delay in sending your invoice. Communication: Your comments on erroneous information and response times are taken very seriously. We will review our internal procedures to improve our responsiveness. We sincerely hope to regain your trust. With renewed apologies, Caviar de Neuvic Customer Service
1
/5
★☆☆☆☆
No respect for delivery dates!
Serge P.
purchased on 12/12/2023
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Answer from Caviar de Neuvic
Dear Sir, Thank you for your order on our website and we apologize for the problem you encountered when your order was delivered 1 day late. At this time of year, our Chronofresh carrier may be experiencing difficulties in meeting delivery deadlines due to high demand. We would like to thank you for informing us of the problem so that we can report it to our carrier's sales department. We hope that this incident will not affect your confidence in our company. Sincerely, Caviar de Neuvic customer service
1
/5
★☆☆☆☆
Payment not validated, even though my credit card had been debited. Without a phone call from me on the scheduled delivery day, I would never have received my order, which arrived 2 days later.
Nathalie S.
purchased on 12/12/2023
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Answer from Caviar de Neuvic
Thank you for placing your order on our website. We apologize for the problem you encountered with your order. We had a computer problem and your order was not sent to our logistics department for preparation. We have made our teams aware of the need to be vigilant when forwarding orders to our site. We hope that this incident will not affect your confidence in our company. Sincerely, Caviar de Neuvic Customer Service
1
/5
★☆☆☆☆
I had ordered this brand because the delivery date was two days after my order and it arrived later and after the day I needed it!
Pierre F.
purchased on 11/12/2023
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Answer from Caviar de Neuvic
Thank you for ordering from our website. We apologize for the problem you encountered with the delivery of your order. At this time of year, our carrier Chronofresh may experience difficulties in meeting delivery deadlines due to high demand. Thank you for informing us of the problem you encountered, so that we can report it to our carrier's sales department. We hope that this incident will not affect your confidence in our company. Sincerely, Caviar de Neuvic customer service
1
/5
★☆☆☆☆
Chronofresh does not meet its deadlines
Guy M.
purchased on 24/11/2023
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Answer from Caviar de Neuvic
We apologize for the delay in your delivery. Despite our best efforts to guarantee the best possible delivery, our carrier Chronofresh sometimes encounters difficulties. We apologize for the inconvenience.
1
/5
★☆☆☆☆
Superb delivery, fast and well packaged
Cyril F.
purchased on 20/11/2023
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Answer from Caviar de Neuvic
Hello, thank you very much for your comment. We are delighted that you were satisfied with our logistics service. However, it does not seem to correspond to the 1/5 rating you gave us. Probably a click error. Could you please change this rating? Many thanks in advance.
1
/5
★☆☆☆☆
Impossible to order on the site! despite having gone 2 times to the end of the order, with payment in CB, 3 days after receiving an email "your basket awaits your validation". It was necessary to order manually by telephone. However, a week later, nothing had happened either, and if I hadn't called again, since my account had been debited, I'd never have received my order in time.
Acheteur Vérifié
purchased on 17/12/2022
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1
/5
★☆☆☆☆
Misleading promotion policy
Acheteur Vérifié
purchased on 09/12/2022
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1
/5
★☆☆☆☆
Catastrophic delivery: parcel left for no reason in the entrance of the building without any contact from the deliveryman with me! Scandalous
Acheteur Vérifié
purchased on 04/12/2021
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1
/5
★☆☆☆☆
Very disappointed with the order! I called you, I'm still waiting for your call back. I promise.
Acheteur Vérifié
purchased on 14/08/2021
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Answer from Caviar de Neuvic
Hello, Following our telephone discussion, we will do our utmost to ensure that the "caviar sélection" range is better differentiated from the "caviar du Domaine" range. Have a nice day!
1
/5
★☆☆☆☆
2 boxes ordered , 2 boxes invoiced , 1 box received !!!!! Claim already made!
Acheteur Vérifié
purchased on 25/12/2020
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1
/5
★☆☆☆☆
No freezer blocks in the packaging, the boxes arrived at room temperature, not refrigerated. Did this affect the quality of the products?
Acheteur Vérifié
purchased on 10/12/2020
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1
/5
★☆☆☆☆
Order incomplete, half, messages without follow-up
Acheteur Vérifié
purchased on 17/12/2020
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1
/5
★☆☆☆☆
2 consecutive problems with delivery and missing product. This was my second order with you, but following these incidents which led me to cancel, I will no longer recommend you.
Acheteur Vérifié
purchased on 25/11/2017
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