Customer reviews of Freezedried & Co

Hello,

Thank you for taking the time to share your feedback.
We prioritize certain packaging to better protect the products during transport and limit the risks of crushing or damage, even for small formats. That said, your feedback is relevant and we take it into account in our reflection on more suitable and less bulky packaging when possible.

Thank you again for your order and your constructive remark.

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.

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 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 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,

Hello

Thank you for your comment and for sharing your experience.

After verifying your last order, we see that the delivery was correctly made to a pickup point, and not to your home.

There may have been a small visualization error when choosing the delivery point, which could have caused confusion, but we are glad to know that you were finally able to pick up your package without any problem.

We will certainly take your feedback into account to improve the experience on the website.

Thank you again and see you soon!

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.

Thank you for your review. We are sorry for this inconvenience during transport. Please do not hesitate to contact us so we can find a solution.

Thank you for your feedback and for your opinion. We are delighted that the quality of the products and the responsiveness of our after-sales service have satisfied you. Regarding returns, the costs are indeed borne by the customer, as stated in our terms, but our team remains available for any questions. Thank you for your trust.

Thank you for your feedback. We are sorry for this delivery delay and for the relay point chosen by the carrier, which we unfortunately do not always control. However, we take note of your remark. Thank you for your trust.

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 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,