Customer reviews of Freezedried & Co

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,

Hi there,

Thank you for the honest feedback and I’m really sorry for the inconvenience caused by not receiving tracking details. This was our first delivery to Albania, and while part of the delay came from the local postal hand-off, we should still have sent the tracking automatically the moment your parcel shipped.

Thanks again for helping us improve,

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 Grégoire,

Thank you for taking the time to share your feedback on our site "Lyophilise & Co". We are pleased that the reception of your products went well. However, we understand your frustration regarding our return conditions. We strive to provide you with clear information and will take your feedback into account to improve our communication. Your satisfaction is our priority.

Best regards,
The Lyophilise & Co team

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

Hello Franck,

Thank you for taking the time to share your feedback. We are sorry to hear that you encountered difficulties with your order, particularly with the unavailable products. Your feedback is valuable and we are constantly working to improve our site and our offerings. Please do not hesitate to contact us directly if you need assistance with your future orders.

Best regards,
The Lyophilise & Co team

Hello,

Thank you for your message and sorry for the inconvenience. After checking, a response has indeed been sent to you. In August, our customer service was heavily solicited, which unfortunately extended our after-sales processing times — our apologies.

Thank you again for your patience.
Best regards,

Hello Joël, thank you for taking the time to share your experience. We are sorry to hear that your order was delayed and we are constantly working to improve our delivery service. Please feel free to contact us directly for any other concerns or assistance.

Hello,

Thank you for your message and sorry for the confusion. After checking, we did respond to you on August 14 by offering you a voucher for the value of a freeze-dried product due to the content of the pack that did not suit you.

It is likely that our email was lost or classified as spam. To quickly close this:

I can immediately resend you the voucher code;

Again sorry for the inconvenience: we ensure that you can benefit from this commercial gesture without delay.

Best regards,

We are sincerely sorry for your bad experience with the Liteway Biggy backpack and for our response time. This summer, we were understaffed, which prolonged the handling of customer service requests — this is not an excuse, and we are learning from it.

To rectify the situation, we have just refunded the item to the original payment method. Depending on your bank, it may take 2 to 5 business days to appear in your account.

If the backpack is still in your possession, let us know and we will guide you on how to return it. We are of course available if you would like an alternative or advice for a more suitable model.

Again, sorry for the inconvenience caused, and thank you for your patience.

Hello,

I am really sorry for the inconvenience caused. After checking on our side, we did not find any email from you regarding a bag that arrived open (other than the automatic acknowledgment message). It is possible that your message was lost or filtered, in any case, we will resolve your issue right away.

To finalize the solution of your choice, can you confirm:

Your order number,

The reference of the concerned bag,

We immediately offer you, at your choice:

Free reshipment of the bag,

Refund of the bag on the payment method used,

Credit of the amount of the bag to be used on a future order.

You can reply directly to this message or write to us at [email protected] (including the above elements). If you prefer to speak directly, we are reachable at 02 97 87 23 73 (Monday to Friday, business hours).

Thank you for alerting us, your feedback helps us improve our packaging controls. We will take care of you as soon as we receive the information.

Best regards,

After checking, you chose Standard shipping and your order was placed during a peak period. Here is what we indicate on our site:

If all items in your order are in stock and if your order was placed before 1 PM, your package is normally shipped on the business day of your purchase.
For purchases made on the weekend, shipping occurs between Monday and Tuesday.
During peak activity, we cannot systematically guarantee shipping on the same day.
For guaranteed same-day shipping and faster delivery within 24 hours, you can opt for Chronopost Relais Express or Chronopost Domicile.

We understand that this delay may be disappointing and we are doing our best to process orders as quickly as possible.

Thank you for your message and for your vigilance.
After verification with our supplier, it turns out that the ThermaCapture™ technology has indeed been removed from the Vesper range since 2019, and is therefore no longer integrated into the models produced since that date, including the one you received, manufactured in 2022.
The information mentioning this technology on our product sheet was therefore incorrect, and we will correct it immediately to avoid any future confusion. The manufacturer Therm-a-Rest has also been informed to update its own official supports.
We completely understand your disappointment, especially if this feature influenced your purchasing decision. In this context, and in accordance with regulations, you are of course entitled to a withdrawal right within 14 days following the receipt of your order. If you wish to return the product, we will proceed with a full refund upon receipt and verification of the quilt.