Customer reviews of Freezedried & Co

Thank you for your feedback! We are sorry for the inconveniences encountered during the receipt of the package. We will report your experience to the carrier. Do not hesitate to contact us if needed!

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.

We are sorry for the situation encountered regarding the delivery. Orders are prepared quickly to ensure shipping deadlines, and unfortunately, it is no longer possible to modify an address once preparation has started.

We understand the inconvenience caused and hope that your order meets your satisfaction.

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 sincerely apologize that your order was not available on time for your trek departure. We completely understand your disappointment and the inconvenience caused.

After checking the tracking, your order was indeed shipped quickly from our side, but the package unfortunately experienced several delays in distribution with the carrier before being made available on May 15. 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 sorry for this frustration.

In this type of situation, if you had contacted us just after the order, we could have looked into this with you and refunded the difference related to the promotional code, without necessarily needing to cancel the order.

We understand your disappointment and invite you to come back to us during your next order: we will make a commercial gesture to make it up to you. Thank you for your understanding and, we hope, see you soon.

Thank you for taking the time to share your feedback. We are sorry that your experience did not fully meet your expectations.

Regarding the packaging, we take note of your comment. We primarily aim to effectively protect the products during transport, but your feeling about the overall aspect is important and we take it into account.

Regarding prices, we understand your perception. We select technical and quality products, often intended for demanding outdoor use, with support and customer service that we try to maintain at the highest level. That said, your comment is heard and valuable to help us improve.

We are pleased that the NRG5 product has satisfied you.

As for the Fruity Dream product, the shelf life indicated on the sheet corresponds to the validity period from the date of production (in this case 1 year). Depending on the batches, the remaining shelf life may therefore vary at the time of delivery.

We understand your observation and will continue to work to make this information clearer, in order to avoid any confusion.

Thank you for your trust.

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 your comment, and we are very sorry about that problem with the packaging.

Could you please let us know which item it is and what exactly was wrong? This will help us better understand the situation and find an appropriate solution if necessary.

Do not hesitate to contact our customer service with some details or photos.

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

Thank you for your feedback and glad that you like the products.

You are right, some stock shortages can be frustrating. We do our best to maintain stock levels, but we also depend on the restocking times from our suppliers, especially for certain highly demanded or technical products.

Please feel free to activate stock alerts on the items you are interested in, this allows you to be notified as soon as they return. Thank you again for your trust and understanding!

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.

Thank you for your feedback and for your order. We are sorry to hear that the delivery did not go smoothly. We fully understand your dissatisfaction and will escalate this situation to the carrier so that it does not happen again. Thank you for your trust.

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.

Thank you for your review. We apologize for this longer than expected delivery time and the inconvenience caused. Our team always does its best to ship orders as quickly as possible. Thank you for your understanding.

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,

We sincerely apologize for this experience. During our exchanges, our customer service was unfortunately unavailable for a few days due to health reasons, which explains the lack of response you noticed. We apologize for this.

Since then, the situation has been corrected and the expiration date of the concerned ration has been modified according to your request.

We thank you for your patience and remain at your disposal for any questions or additional needs.

Best regards,
The Lyophilise & Co team

Hello,

Your order was placed on Friday and shipped the following Monday. The initially selected pickup point was unavailable at the time of delivery, so the carrier had to redirect the package, which unfortunately extended the delays, independently of our will.

If the product is no longer useful to you, you can of course return it to us. Just contact us and we will guide you on the procedure to follow.

We remain at your disposal.

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

Hello,

Thank you for your feedback. We confirm that the refund has been processed.

We sincerely apologize for this issue, which is quite exceptional. Our products are normally packaged under blister to ensure optimal preservation, and we pay particular attention to this point when preparing orders.

Despite this, an incident may unfortunately occur in isolation, and we are taking the necessary steps to prevent this from happening again.

We thank you for your understanding and remain at your disposal if needed.

Best regards,

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,
We sincerely apologize for the condition of the parcels received and for the loss of the 5 packets during your last order — this is clearly not normal.

Your comment on the packaging is very relevant and has been taken into account to improve our packaging in light of transport constraints.

We thank you for your trust and loyalty, and remain at your disposal for compensation of the missing products.

Hello,

Thank you for your feedback and sorry for the issue encountered with the charger cable.
To help you quickly (replacement, customer service solution), I invite you to make a customer service request by email to [email protected].

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,