9.7/10
★★★★★
based on 10844 reviews published

Latest negative customer reviews

1 /5
★☆☆☆☆

I have ordered twice from Lyophilise. Each time I placed an order, the site told me that my product was in stock and ready for immediate delivery. Each time, the product took several weeks to arrive. If you need your product quickly, don't order from Lyophilise.

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Guillaume M.
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Answer from Freezedried & Co
We're sorry for the delivery delays you've experienced. Our recent warehouse move has caused some temporary delays. We are actively working to optimize our process to ensure faster and more reliable delivery. Please do not hesitate to contact our customer service department if you experience any delays.
1 /5
★☆☆☆☆

On the web they said that the purchased product would be delivered within five working days. It does not seem to have been so... I have not received it yet and I leave today from ....

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Comprador Verificado
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Answer from Freezedried & Co
Hello, Due to the relocation of our logistics department and a peak in activity, we have experienced a delay in the shipment of orders. We apologize for this. Your order has been shipped. Please feel free to contact us at 02.97.87.23.73 or by email at [email protected] when you place your next order so that we can ship it faster. Have a nice day
1 /5
★☆☆☆☆

No need to be in a hurry... We are 28/07/2023 I ordered on 21/07/2023 and since no news. I will no longer order from this site.

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Sophie M.
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Answer from Freezedried & Co
Hello. Due to a peak in activity and the move of our logistics warehouse, we have experienced a delay in the dispatch of parcels. Please do not hesitate to contact us on 02.97.87.23.73 or by e-mail at [email protected] to resolve the problem. The Lyo team
1 /5
★☆☆☆☆

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Comprador Verificado
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Answer from Freezedried & Co
Hello, if you have had any problems with your package or if you are not satisfied with our service, please feel free to contact us at +33297872373 or by email at [email protected].
1 /5
★☆☆☆☆

My order is awaiting delivery. I would have liked to know why and if my order would arrive before my departure on 10/08/2023. I would have liked to test my equipment before departure.

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Theo M.
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Answer from Freezedried & Co
Hello, Following the relocation of our logistics department some time ago, we have experienced a delay in the dispatch of orders. We apologize for this. After checking our platform, we noticed that your order was missing a product in stock. Our customer service will contact you by e-mail to see what can be done to ensure that your parcel arrives quickly. Have a nice day from the Lyo team!
1 /5
★☆☆☆☆

Did not arrive on the estimated date

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Comprador Verificado
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Answer from Freezedried & Co
Hello, we apologize for this. We have recently moved our logistics department and there has been a delay in shipping orders. However, please feel free to contact us at [email protected] or 02.97.87.23.73 to discuss how we can reimburse you for the shipping costs and we apologize. Have a nice day.
1 /5
★☆☆☆☆

Order made 1 week ago still not shipped and no news!!!

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Carmen L.
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Answer from Freezedried & Co
Hello, we apologize for the delay in preparing your order. As we recently moved our logistics warehouse, we were a little late in dispatching our parcels. However, your parcel has now arrived at the relay point. Next time you want to know the status of your parcel, please contact us by e-mail at [email protected] or call 02.97.87.23.73. We apologize once again for any inconvenience this may cause. Have a nice day.
1 /5
★☆☆☆☆

I ordered nutrition on your site for a very important ultra trail that I'm running this Saturday... I'm leaving home Friday at noon to get there. Worse, on the online tracking system, I don't even see an update today! just "sorted on our platforms" as of yesterday... and since then nothing! I'm very unhappy!

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Elise D.
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Answer from Freezedried & Co
Hello, We apologize for the inconvenience. Due to the relocation of our logistics warehouse, our lead times have been extended. The information was mentioned on our website. We did our best to ensure that the parcel arrived on time, but unfortunately it was delivered on Friday at noon. Our customer service will contact you to organize the return and refund of your parcel. Thank you for your understanding. Team Lyo
1 /5
★☆☆☆☆

Unfortunately many problems with deliveries beyond their control

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Isabel L.
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Answer from Freezedried & Co
Sorry for the inconvenience. We have indeed had several delivery problems with your orders. We do our best to ensure that the parcel arrives at the right place at the right time, but we are still dependent on the carriers. For this order, the relay point must have been unavailable and Chronopost dropped off the parcel at another point to avoid too long a delay. Thank you for your understanding. The Lyo team
1 /5
★☆☆☆☆

Hello, I still haven't received anything and I'm starting to worry. Do you have any idea where the parcel might be? Thanks in advance.

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Pierre R.
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Answer from Freezedried & Co
Hello, according to the La Poste tracking system, your order arrived at the relay point yesterday. If you have any problems with your parcel, please do not hesitate to contact us at [email protected]. The Lyo team wishes you a good day )
1 /5
★☆☆☆☆

I still don't have my order. I needed it and now I don't even want it. More than 12 days without knowing where the package is.

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Comprador Verificado
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Answer from Freezedried & Co
Good morning, Your package has been shipped 48 hours after your order. With the tracking number, we can see that the delivery has been made 3 days after at the pick up point. Our customer service will contact you to transmit the proof of delivery and help you to solve the problem. Thank you for your understanding, best regards. The Lio team
1 /5
★☆☆☆☆

Still not delivered

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Verified Buyer
Answer from Freezedried & Co
Sorry, the shipment of your package was delayed in our warehouse and it left after the 48 hours announced. Our customer service will contact you. Thank you for your understanding.
1 /5
★☆☆☆☆

Delivery time not respected. Product still not received after 1 week

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Anais M.
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Answer from Freezedried & Co
Hello Sir, We apologize for the inconvenience. We shipped your parcel the day after you placed your order, but the carrier's tracking system has not been updated since the parcel was delivered. We have contacted the carrier and will get back to you by email to find a solution together. Thank you for your understanding. Team Lyo.
1 /5
★☆☆☆☆

The shipping takes longer than what it says on the web when you make the purchase (I haven't received it yet) and you can't track it on the courier's website. I needed it for this weekend and it has caused me problems.

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Comprador Verificado
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Answer from Freezedried & Co
Good morning, Following our conversation, the package has been delivered before your departure. Access to the collection point was not available as the delivery time has been extended. Sorry for the inconvenience. The most important thing is that everything went well. Thank you for your patience. Best regards, the Lio team.
1 /5
★☆☆☆☆

Still waiting to receive it! Hasn't turned up. Promised deliver in 2-4 days and I'm now over a week.

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Verified Buyer
Answer from Freezedried & Co
Thank you for your return of experience and sorry if you have encountered a problem with the delivery. It seems that your order is delayed with the customs. My colleague has refund the shipping charges and stay in touch with you until the delivery. The Freezedried and Co team.
1 /5
★☆☆☆☆

Not yet received

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Sophie R.
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Answer from Freezedried & Co
Hello, it seems that the service provider was unable to deliver your parcel immediately. However, the tracking of your parcel indicates that it has been available at your collection point since Saturday. Will you be able to pick it up? If you encounter any problems, please contact us by phone or e-mail team(at)lyophilise.com. Best regards. The Lyo team
1 /5
★☆☆☆☆

I still haven't received my parcel!!! Delivery scheduled for August 1...I'm afraid to go trekking without my food.

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Hugo R.
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Answer from Freezedried & Co
La Poste is experiencing problems with the tracking of certain parcels, but rest assured that your parcel has been available since July 30. My colleague will contact you to give you more information. We wish you a pleasant trek. The Lyo team
1 /5
★☆☆☆☆

One week after ordering, the parcel has not even been dispatched, even though I'm leaving in a few days for a hike ... very very disappointed and worried because I had planned all my meals (5 people over 3 days)

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Pierre P.
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Answer from Freezedried & Co
Thank you for your feedback and I'm sorry to hear about this incident. My colleagues have informed me that they are in contact with you and are following up your case. If you have any queries, please do not hesitate to contact us at [email protected]. The Lyo team
1 /5
★☆☆☆☆

Package delivered very late (1 week) contrary to what was advertised on the site. Very disappointed, I won't be able to use the products for my hiking vacations this year.

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Miguel R.
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Answer from Freezedried & Co
Sorry, you seem to have ordered on Sunday. However, we have an order preparation time of 48 hours, not to be confused with the delivery time, in this case Colissimo +48 hours. As it happens, your parcel was also delayed on the road. If the parcel arrived too late and you don't need it, you can return it to us and we'll refund you. Please contact us at team(at)lyophilise.com to let us know your choice. We're sorry about La team Lyo
1 /5
★☆☆☆☆

Working with seur is not appreciating the customer. We pay for a shipment, which is already rare with amounts like the ones we spend in your store and you ship with a company that is characterized by never delivering the package and having to go to your facilities to get it. They are already 2 days late because your company, Seur, says they can not deliver the package. I will never shop at their store again.

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Comprador Verificado
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Answer from Freezedried & Co
Thank you for your comment. We work with Chronopost in France, and this company collaborates with other carriers when orders arrive in Spain. Normally, we do not have any particular problems with the delivery of orders. My colleagues are in contact with the different carriers to solve this problem and guarantee delivery as soon as possible. We remain at your disposal.
1 /5
★☆☆☆☆

Still nothing received

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Antoine D.
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Answer from Freezedried & Co
Hello, your order is available since July 13th at BOUTET SELEXION - 16 ROUTE DE BOUILLON - 6700 - STOCKEM - BE. If you have any problems collecting your order, please contact us directly on 0033 2 97 87 23 73. Thank you very much. The Lyo Team
1 /5
★☆☆☆☆

My order has been on the way for 7 days and nobody knows where it is. I have written an e-mail but no one has replied.

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Verifizierter Käufer
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Answer from Freezedried & Co
Hello, thank you very much for your feedback. We apologize for the delayed response due to the public holiday. Since your request, your parcel has been delivered according to the tracking. We hope you are happy with your order. Available if you have any questions
1 /5
★☆☆☆☆

Hello , still nothing received , I placed my order on Tuesday 28/06 09:49 , I receive an email from colissimo informing me that delivery is scheduled for Friday 01/07 - Friday 01/07 23:23 new email informing me: "You had chosen a provision in a point of withdrawal "Your merchant Pickup", it is temporarily unavailable. "it's a Super U hypermarket, unavailable? - today tuesday 05/07 still nothing - I think I'm going to cancel my order and stop recommending it - delivery in 48h00! way out of time!

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Marie M.
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Answer from Freezedried & Co
Sorry about this delivery incident. It can indeed happen that a relay point is no longer able to receive parcels (no more space, especially during sales periods), in which case the parcel is redirected to another relay point. My colleague has contacted you by e-mail to inform you of the new relay point. We apologize for this inconvenience, which is beyond our control, and hope for your understanding. The Lyo team
1 /5
★☆☆☆☆

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Anais T.
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Answer from Freezedried & Co
Thank you for your feedback. Are you not completely satisfied with your order? You had an in-store collection. Write to us and we'll try to improve or find a solution for you. The Lyo team
1 /5
★☆☆☆☆

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Anais T.
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Answer from Freezedried & Co
Thank you for your feedback. Are you not completely satisfied with your order? You had an in-store collection. Write to us and we'll try to improve or find a solution for you. The Lyo team
1 /5
★☆☆☆☆

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Anais T.
Translated review
Answer from Freezedried & Co
Thank you for your feedback. Are you not completely satisfied with your order? You had an in-store collection. Write to us and we'll try to improve or find a solution for you. The Lyo team
1 /5
★☆☆☆☆

To this day I still haven't received my parcel.

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Youssef M.
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Answer from Freezedried & Co
Hello, We're very sorry about the delivery problem with your order. The parcel was sent the day after your order was placed, but the tracking system indicates that it was delivered to a different relay point than the one you originally chose. Following an inquiry with the carrier, they have sent us a proof of delivery which we are sending you by email. Yours sincerely, the Lyo Team
1 /5
★☆☆☆☆

Purchase of an external battery...charger not included.

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Nicolas M.
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Answer from Freezedried & Co
Thank you for your feedback. It does not say that the charger is included, only the cable. My customer service colleagues have also received your various emails (we are open Monday to Friday) and will get back to you to explain the returns procedures and product information as soon as possible. We wish you a pleasant day. The Lyo Team
1 /5
★☆☆☆☆

Ordered more than 7 days ago, did not receive order confirmation, on the site the order is still in preparation For 12 small packages to send it seems much too long. With no news tomorrow, I'm cancelling the order and ordering elsewhere.

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James T.
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Answer from Freezedried & Co
Thank you for your feedback. Indeed, my colleagues contacted you but our email was in your spam folder. Your problem has been taken care of this afternoon. We apologize for the inconvenience and thank you for your understanding. The Lyo team
1 /5
★☆☆☆☆

Order on April 24th for products in stock. After I claimed at the end of April, I was told that I would be delivered at the beginning of May. As of this May 12, still nothing, even though my credit card was charged on April 24.

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Sophie M.
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Answer from Freezedried & Co
Hello, We're very sorry for the delay in your order. The lead times announced by all our suppliers vary greatly due to restocking problems. The vast majority of products are put on hold and we are waiting for restocking to deliver your order. Our customer service will contact you today. Thank you for your understanding. The Lyo Team
1 /5
★☆☆☆☆

Hello, How can I evaluate a service when I still haven't received my order? Sincerely

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Emily A.
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Answer from Freezedried & Co
Thank you for your feedback. Indeed, a recipe is missing from your order and is being restocked. It is the Travellunch chicken pot. When would you like to receive your order? We can replace this recipe with an equivalent one, cancel it and refund you. We are at your disposal on team(at)lyophilise.com or by phone 02 97 87 23 73. The Lyophilise & Co team
1 /5
★☆☆☆☆

The bread you sent that can be kept for 10 years has a use-by date of 3 years... Thanks for the scam!!!

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Elise M.
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Answer from Freezedried & Co
Thank you for your feedback, it is indeed not pleasant. We have checked our dates in stock and we have those of your batch with dates for 2033. Can you take a photo of the date on the box and send it to us at [email protected] to help us understand? Thank you very much. The Lyo team
1 /5
★☆☆☆☆

I feel like I've been robbed when the 17 tins arrive, 139E for cheap tins, everything is written in German and English, not very practical to know the capacity. the margin must be incredible for this company, a piece of advice: make your own pack...

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Guillaume D.
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Answer from Freezedried & Co
Thank you for your feedback. We apply the sales prices recommended by our supplier. If you have trouble reading the information on capacity, you can go to our very detailed French website. And finally, if you're not happy with your order, you can simply exercise your right of withdrawal within 14 days. Below is a link to further information https://www.lyophilise.fr/page-CMS/droit-de-retractation/ or contact us directly by e-mail team(at)lyophilise.com. The Lyo team
1 /5
★☆☆☆☆

Normally they do things properly, but in this case they sent 10 bad meals... Instead of sending out pasta with tomato sauce, they sent out pasta with bolognese sauce... Knowing that pasta with tomato sauce is for vegetarians. So there will be 10 kids who won't get their meal....

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Mehdi E.
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Answer from Freezedried & Co
Hello Sir, We're sorry for the inconvenience, there was indeed an error on our part when preparing the order. As the Voyager pasta provençale was not in stock, we preferred to change to a similar recipe from a higher range, so that your parcel would not be delayed. Unfortunately, we inadvertently overlooked the fact that this recipe contained meat. We will contact you by email to propose an exchange solution. Thank you for your understanding. Best regards. Team Lyo
1 /5
★☆☆☆☆

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Sophie R.
Translated review
Answer from Freezedried & Co
We're sorry to hear about your dissatisfaction with this order. We imagine that this is mainly due to the delayed delivery of your parcel. Our suppliers were delayed in manufacturing and delivering the products due to raw material shortages. Your order was therefore on hold, but our team contacted you to inform you and, if necessary, replace or cancel the unavailable items. The items arrived recently and your parcel was sent out immediately. Thank you for your understanding. Team Lyo
1 /5
★☆☆☆☆

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Sophie R.
Translated review
Answer from Freezedried & Co
I'm sorry to hear about your dissatisfaction with this order. We imagine that this is mainly due to the delayed delivery of your parcel. Our suppliers were delayed in manufacturing and delivering the products due to raw material shortages. Your order was therefore on hold, but our team contacted you to inform you and, if necessary, replace or cancel the unavailable items. The articles arrived recently and your parcel was sent out immediately. Thank you for your understanding. Team Lyo
1 /5
★☆☆☆☆

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Sophie R.
Translated review
Answer from Freezedried & Co
We're sorry to hear about your dissatisfaction with this order. We imagine that this is mainly due to the delayed delivery of your parcel. Our suppliers were delayed in manufacturing and delivering the products due to raw material shortages. Your order was therefore on hold, but our team contacted you to inform you and, if necessary, replace or cancel the unavailable items. The items arrived recently and your parcel was sent out immediately. Thank you for your understanding. Team Lyo
1 /5
★☆☆☆☆

Ordered on the 12th and received on the 18th (the order said between 2 and 4 days).

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Comprador Verificado
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Answer from Freezedried & Co
Thank you for your feedback. The delivery time for Spain is 2 to 4 working days. Your order was shipped on Wednesday the 12th and delivered on Monday the 18th, that is a delivery in 4 working days. The delivery would have been faster, but it was delayed due to a problem of truck capacity. Thank you for your understanding, best regards. Elodie from Freeze Dried & Co.
1 /5
★☆☆☆☆

It arrived on late so I cannot used it for my sailing regatta.

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Javier G.
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Answer from Freezedried & Co
Thank you for your feedback and sorry for the inconvenience. We sent your package the 2nd of November and the delivery time for Italy is about 3 to 5 working days. Please do not hesitate to contact us when your parcel is not delivered yet so that we can contact the carrier or send another package in express. I hope you find a food solution for your regatta. Thanks for your understanding. Best, Elodie from Freezedriedandco
1 /5
★☆☆☆☆

I have not received anything and the address was correct.

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Comprador Verificado
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Answer from Freezedried & Co
Sorry for the inconvenience, we have had to contact you several times in the past week as the package has been returned to our office because of the address. Due to our conversation, we sent the package in the good address. Thank you for your understanding, best regards. Elodie of Freeze Dried & Co.