Customer reviews of Freezedried & Co

We regret that some snacks were affected during transport and hope that the rest of your order will bring you complete satisfaction.

If you notice any problems when opening the other products, our customer service is available to assist you.

Thank you for your trust.

We understand your disappointment. Lids are indeed offered separately on certain references in our catalog. However, unfortunately, there is no compatible lid for this 16.5 cm frying pan.

We do take note of your comment, which highlights a need that other users may also encounter. Thank you for taking the time to share your opinion.

Thank you for your feedback. Environmental issues are important to us, and we are currently working on optimizing our packaging and shipments. We take your comment into account which helps us to improve.

We are sorry that your experience did not fully meet your expectations.

We regularly offer promotional deals through our newsletter. Don't hesitate to subscribe so you don't miss anything!

Thank you for your message. The Naak bars have a minimum durability date ("best before"), which is common for this type of product. They remain consumable after this date, with optimal quality simply guaranteed until then.
We remain at your disposal if needed.

We are sorry that the delivery time may have disappointed you. Your order placed on May 5 was delivered on May 12, and we note that your review was left before its receipt.

We hope, however, that your order brings you complete satisfaction and we remain at your disposal if needed.

The Lyophilise & Co. team.

Thank you for your feedback, and again sorry for this incident upon receiving your order.

Unfortunately, the main part was missing at the time of preparation, but we are happy to have been able to resolve the situation quickly with you so that you could receive your stove as soon as possible.

Thank you for your understanding and patience despite this setback.

Thank you very much for your feedback.

We are sorry for the erratic tracking experienced with Chronopost. Good news: delivery via Colissimo is once again available on our site, allowing you to choose an alternative when ordering.

Thank you again for your trust!

Thank you for taking the time to share this detailed feedback, even if it is difficult for us to read.

You are right on several points: we suffered a cyberattack in August 2024, which significantly impacted our site and certain functionalities, particularly wishlists and some elements related to customer accounts. We completely understand the frustration this may have generated, especially for our loyal customers who had their habits on the site.

Regarding prices and promotions, we also hear your comment. We try to offer relevant deals while working with technical products and brands whose prices are often regulated. That said, your feedback is valuable and pushes us to continue improving our approach.

The message is well received on the “Back to basics.” The initial spirit, the closeness with our customers, and the outdoor passion remain at the heart of the project. Thank you for your honesty, and also for your loyalty.

Thank you for your feedback and sorry for this delivery time longer than expected.

Unfortunately, an error occurred in the routing of your package, independent of our will.

We understand the frustration this may cause and we apologize for this setback. Thank you nonetheless for your patience and understanding.

Thank you for taking the time to share your feedback, and our sincere apologies for this error with the received product.

We completely understand your disappointment, especially when the product received does not match at all what was ordered or your expectations. The issue has been reported to the supplier to understand the origin of this preparation error and to prevent it from happening again.

We are sincerely sorry for this bad experience. Please do not hesitate to reach out to us during your next order: we will make a commercial gesture to make amends

Hello,

We are very sorry for the experience you have had, and we completely understand your concern as a celiac.

First of all, we apologize for both the delay in delivery and the confusion with the gluten-free products. We are doing everything possible to improve and update the "gluten-free" filter on the website to make it as reliable as possible, but there may be discrepancies depending on the information provided by the brands.

In any case, you can return the products that contain gluten or traces, as well as those where the information is not clearly indicated, without any problem. We will refund these items as soon as we receive them.

For future purchases, we always recommend carefully checking the ingredient list and allergen mentions on each product sheet, as this is the most reliable and updated information, especially for people with allergies or intolerances.

We are at your disposal to help you select 100% suitable products for your next adventure.

Best regards,

Thank you for your feedback. We’re sorry for the inconvenience caused. Information about taxes and customs duties is indicated on our website. For orders above £135, VAT is not charged on our website, but import duties and taxes may be requested by UK customs as the UK is outside the EU. Our customer service team will get back to you shortly to assist you.

Hello,
As mentioned by my colleague during your exchanges, the address was incorrect and the package has returned to our premises. We will automatically resend it as soon as we receive your delivery address.
Thank you for your understanding!

Thank you for your feedback. The exceptional delay encountered on your order was due to a prolonged shortage with our supplier on the PocketRocket stove, which delayed the shipment of the package. Information was sent via email during this delay and we are sorry if it was not sufficiently clear. We regret the wait and the inconvenience caused. Our customer service remains available if needed.

Hello,

We are sorry that the product presentation did not meet your expectations. The information regarding the flexibility of the BeFree bottle is clearly indicated on our website, and a video is also available to precisely show its operation and flexibility.

BeFree bottles are intentionally designed with soft material to be lightweight, compressible, and easy to carry, which is an integral part of their characteristics.

We nevertheless take your remark into consideration and remain at your disposal if you wish to return the product or obtain further details.

Best regards,
The Lyophilise & Co team

Hello,

Thank you for taking the time to share your feedback. During your complaint, our customer service was exceptionally operating with reduced staff, one person out of two being absent for health reasons, which explains the response time you experienced. We sincerely apologize for this.

Regarding delivery to a relay point, it depends on the carrier and their availability at the time of shipment, independently of our will. However, we understand the inconvenience caused.

As soon as the situation was clarified, the missing items were sent to you without delay. Following our email exchanges, you also confirmed your satisfaction regarding the handling and resolution of the problem, for which we thank you.

We remain at your disposal for any future orders and hope to have the opportunity to provide you with a fully positive experience.

The Lyophilise & Co team

Thank you for reporting what happened. We are very sorry to learn that the product caused gastrointestinal disturbances to the entire team and that the taste was not satisfactory. This is a serious feedback that we take with the utmost attention. We invite you to contact us directly providing, if possible, the batch number and the expiration date of the product, so that we can carry out the appropriate checks and offer you a suitable solution. We sincerely apologize for the inconvenience and look forward to your feedback.

Thank you for your comment and for detailing your experience. We sincerely apologize for the delay in delivery and the inconveniences caused, especially considering that you selected and paid for a faster home delivery service. We understand your frustration and are reviewing what happened with the transport agency to prevent it from happening again. We appreciate your understanding and the trust you have placed in us. Best regards.

We sincerely apologize for the issues encountered during delivery, particularly regarding the location error, as well as for your disappointment with some freeze-dried meals. This is clearly not the experience we wish to offer.

Regarding the taste, especially the overly salty aspect, we understand your comment: perception can vary depending on recipes and individuals, but your feedback is well noted for recipe improvement.

Please feel free to contact us directly.

Hello,

Thank you for your feedback and sorry for this discount issue, this is clearly not the experience we want to offer.

If you wish, you can send us a message at [email protected] with your order number and, if possible, a screenshot of the announced offer (or the promo code used). We will check immediately and apply the missing discount or offer you an equivalent solution.

Best regards,

Hello,

We are sorry to read your review, especially since we have already exchanged with you on this subject several times by email.

As a reminder, this is indeed the military ration that you ordered from our site. The only difference compared to the visual you may have seen is that the manufacturer now indicates the mention "halal" on the packaging. However, the content of the ration is indeed in accordance with what was indicated on our site at the time of your order.

We sincerely regret your disappointment.
After verifying your order, it seems that the short expiration date only affects one of the items, and not the 10 plates in the pack.
We also confirm that the expiration date of the selection was clearly indicated on the product sheet at the time of purchase, to ensure total transparency.
In any case, we understand your discomfort and that is why we have just sent you an email with a proposal for a commercial gesture.
Thank you for your understanding.

Hello Sébastien,

Thank you for your feedback and we are glad that you appreciate our products. We are sorry to hear that you encountered a problem with the delivery. Your satisfaction is our priority, and we will look into this situation to prevent it from happening again. Please feel free to contact us directly for any further information or assistance.

Best regards,
The Lyophilise & Co team

Thank you for your feedback. Chronopost delays do not reflect the level of service we wish for our customers. Please know that we closely monitor the quality of our carriers and adjust our partnerships accordingly to ensure reliable deliveries.

In case of delivery issues, our team is available to assist you quickly: [email protected] // 02.97.87.23.73

Thank you for your trust!

Hello,
We have verified: you do not receive our commercial and promotional emails. Only essential messages related to your orders (confirmation, tracking, notifications...) remain, which we limit as much as possible.

Thank you for your understanding.

Hello,

We are sincerely sorry to hear that you have been unwell after your outing, and we understand your concern.

At this stage, there is no evidence to suggest that the Sate-Babi meal was the definite cause of your discomfort. In outdoor conditions, other factors may come into play: the quality of the water used for rehydration, hygiene conditions in the shelter, seasonal viruses (gastroenteritis), or even individual sensitivity to certain ingredients.

On our side, these references have been consumed by many customers this summer, without any similar reports. However, we remain very attentive to any quality feedback.

We hope you are feeling better and remain available to assist you in this process.

Best regards,

Dear Alberto, We sincerely regret the situation. We are in a period of high activity, and we responded to your email two days after it was sent. However, at that time your order had already been prepared and shipped, so the requested modification was no longer possible. We assure you that we do everything possible to serve our customers as quickly as possible, but we are a small team of about ten employees, not an internet giant with automated service. Therefore, we would appreciate a minimum of understanding towards our team, which works diligently to provide the best possible service even during peak demand times. Sincerely,

Hello,

we apologize for the inconvenience.

Your package was returned to us by DPD after the delivery person reported that no one was reachable. We informed you about this via email, but we have not received any feedback from you.

We would like to resolve this immediately:

Refund of the order amount or

Reshipment to the desired address.

Please let us know briefly which option you prefer (and in case of reshipment, the address and the desired shipping method).
You can reply directly here or contact us at [email protected].

Thank you for your feedback and again, we apologize for the delay.

Hello,

we have checked the tracking: Your package was delivered to the selected parcel shop on September 12 (tracking number: XJ000023911TS).

Please inquire directly at the parcel shop (bring ID and tracking number).
If the shipment cannot be found there, please let me know briefly and we will immediately start an investigation with the transport service provider.

Best regards

Hello Bernadette,

Thank you for taking the time to share your feedback. We are sorry to hear that you did not receive a response to your email regarding the gift. We have just replied to your email.

Best regards,
The Lyophilise & Co team

Hi there,

I’m sorry for the disappointment!

The items you selected are from our hiking/expedition range (designed to be light and ready-to-eat soon), which typically have shorter best-before dates. We also carry a dedicated long-life / emergency food selection with multi-year shelf lives, here: https://www.freezedriedandco.com/471-long-life-foods

If you’re building a reserve, that’s the section you want.

If your items are unopened, we can arrange a return/exchange for products from the long-life range.

For next time: on the site, look for the “Long Life Foods” category and check the shelf-life filter on each product page.

We sincerely apologize for the inconveniences you have experienced with your order. We were in a period of high activity, which delayed our response time to received messages. We confirm that we have proceeded with the refund for the affected can, and we hope this gesture helps to compensate for the inconveniences caused. We appreciate your understanding and trust.

Dear customer,

We sincerely apologize for the delay in the delivery of your order.
This delay was due to a specific stock error, for which we apologize.

As a commercial gesture, we would like to offer you a discount for your next purchase.
Additionally, after checking our communications, we have not received any return request from you. If you still wish to make it, we will be happy to assist you.

Thank you for your understanding,

Hello Benjamin,

Thank you for taking the time to share your feedback. We are sincerely sorry to hear that the spoon did not meet your expectations and that you did not receive a response to your request. Your satisfaction is our priority and we will ensure that your message is addressed as soon as possible. We value every feedback and are actively working to improve our service. Please do not hesitate to contact us directly, we are here to help you.

Best regards,
The Lyophilise & Co team