★★★★★
based on 11218 reviews published
Latest neutral customer reviews
I am disappointed because I had ordered a civilian ration with an expiration date until February 2029, I received a ration with a date of 2027, we exchanged 2 emails with customer service, then no more news for the exchange of my ration with another that goes until 2029. Too bad
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
I did not receive it on time I wish to return it
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
First order of 10 items to test before a larger order, delivery requested at a relay point 2 minutes on foot from my home. Result: 3 missing items, and a package delivered 30 minutes in transit... Contacts with customer service are cordial, but almost 1 week after my complaint I still do not have a clear answer on what will happen. I will change my rating according to the delay and the quality of the customer service response, but for now not very positive about this first purchase.
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
A very good product unfortunately the product was damaged and also the product has taken air knowing that this type of product should not be exposed to air for its preservation under cellophane under blister thank you best regards I would like to have a refund
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,
I am very satisfied with the products you sent me
The freeze-dried food containing potatoes and meat caused serious gastrointestinal problems for everyone. The rice-based food and desserts did not cause any problems. Except for the desserts, in all the preparations there was the classic underlying taste of preservatives. This was very pronounced in the products with meat and potatoes.
Chaotic delivery, delivery location poorly informed or incorrect. Some of the freeze-dried meals were inedible (way too salty, feedback shared by several others)
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.
The packaging (parcels) is too compressed and does not take into account the rough handling that the parcels undergo during transport: in all my orders, the parcel always arrived damaged and already opened on at least one side; so far no problem because it is not fragile product but in the last delivery 5 packets of chicken pasta were lost, at 5€ per packet that is expensive especially for me who decided to eat only your food for the next 2 years. I am wondering if I made the right choice because I order 62 packets per month corresponding to 2 meals a day and if I always have the same problem it becomes a hassle to manage meals and ensure that I do not lose my money. This is only meant to be constructive feedback because the products are wonderful. Thank you.
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.
Relatively correct service, issues with the item (charger battery) defective cable after 2 charges.
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].
Delivery made to another municipality, 20 km to go...
Very disappointed with this water bottle. It leaks as soon as you tilt it: as long as it stays upright, it's fine, but as soon as it moves in the bag, or if you lift it too high to drink, it's a disaster. Given the price, I strongly advise against it.
Not being part of my usual diet, it was complicated for me to eat only your products for 7 days, morning, noon, and night. After that, it allowed me to be completely self-sufficient.
4 days to ship an order that never arrived. But no problem to get a refund.
1) Delicious sterilized prepared meals! Well done! 2) 1-liter water pouch / not great! Advantage: very light; disadvantage: not transparent; causes problems when filling! And the cap is not suitable for hiking; it would have been better to have a cap from which you can drink directly. 3) 10-liter water pouch: not great / seems fragile, we will see over time and especially, no existing fixation type 'eyelet' to be able to hang it... it's really a shame!
Range is good, but I wasn't given any tracking information at all which resulted in very inconvenient delays. When I reached out the response was reasonably fast, and part of the issue was the postal system where I live, but I really think tracking details should be automatically sent as soon as the order goes out.
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,
Reception of the products very ok. However, not satisfied with the rigid return conditions in case of dissatisfaction, to be taken into account in advance
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
No response to my email regarding the gift indicated on the site and not received
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
I am satisfied with my shopping experience but not with the purchased product which does not fulfill its function.
Great selection, good prices, took 2 weeks to arrive though. Not uk based, ships from france
The transport company very bad
Too many difficulties in placing an order for mostly unavailable products.
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
Products received after our departure. Partly our fault, we should have acted sooner.
The deadlines are well respected, unfortunately I received 2 burst gels and I have no feedback from the after-sales service.
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, order well delivered but late, more than 3 days late!
I was offered a commercial gesture for an order of a pack with freeze-dried products that was not in the description and that I do not like... Then there was no more response, I would have liked this gesture just to buy from you the difference.
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,
I sent a message to indicate that one of the received bags arrived open. I did not want to return just one bag. I asked for a proposal (a commercial gesture for example). No response except for an automatic type message that did not take my request into account. I would have appreciated talking to a real person and being taken into consideration. Currently, my problem is still not resolved.
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,
The ordering process is good, the prices are good, however the shipping time is not good: the site indicates that any order placed before 1 PM is shipped the same day, so by ordering at 3 PM we still expect it to be shipped the next day and not 4 days later.
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.
They promised goods with a shelf life of three years but sent products with an expiration date of less than six months,......refunded 50%
My order arrived much later than the estimated delivery date by which point I'd had to buy a similar product elsewhere. However the product has now arrived and is good value.
These are very good products but the prices are high....
The package arrived via SEUR in a non-refrigerated van on a day when we were at 38º in the shade. The wet food products and the dried meat arrived hot, above the 30º maximum recommended by the manufacturer. I haven't tried it yet but I'm worried that it may have spoiled.
The products and the price are very satisfactory. However, delivery was deplorable!
No news about the replacement of a damaged package
Hello, I am giving two stars, not because of the quality of the products, which is impeccable, but because I ordered 4 energy bars and only received 2 in my package. Despite my follow-ups, I have not received any response from customer service for several weeks, nor a refund. I am not concerned about 4 euros, of course... but fortunately, it was 'only' energy bars, and not a more expensive product.
We sincerely apologize for this oversight as well as for the delay in responding to your follow-ups. We indeed fell behind in processing emails during that period.
As agreed a few days after your message, we have proceeded with the refund for the missing bars.
Thank you for your feedback, which helps us improve the quality of our service.
I received my Toaks Pot with no problem. However, I think the item is faulty as there was a scratch on the inside of the Pot. Because of this, as soon as I cook something in the Pot, the food cracks and sticks to the bottom. If possible, I would like to exchange the Pot for a functional one.
The delivery time was already quite long from the beginning. And then it came even later than indicated -- too late for my trip for which I had ordered the food.
Cheap, but already stored for a long time. Of the 4 years of shelf life, one year had already expired at delivery.
However, we understand your disappointment and would like to apologize for that. Please do not hesitate to contact our customer service – we are happy to find a solution together.
Thank you for your understanding and trust.
My order was processed and delivered well, but I received many spam messages afterwards. there must be a leak in the chain, no idea where
Not bad except for the fact that the site advertised a free gel and upon receipt, we got nothing extra. Too bad for this point but the order was delivered quickly with all the ordered items (except the free gel)
The bucket with the freeze-dried food had an open packet (there was white powder on the bottom of the bucket)