English
★★★★★
based on 12167 reviews published
Latest neutral customer reviews
The delivery address was wrong. Despite 2 emails before shipping, the package went to another city. Difficulty in locating it: ordered on May 19, picked up on May 28
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.
Everything went well, but I noticed that the Naak bars indicate that it is preferable to consume them by the end of April 26...
We remain at your disposal if needed.
Order placed more than a week ago. Still not delivered. I had to go to Decathlon to buy my freeze-dried meals, and leave without my package... Honestly pathetic
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.
Very difficult to have and see the composition including on the captured-recorded and enlarged image...
There was a 15% discount that I could not benefit from because I forgot to enter the code... I wanted to cancel my order to reorder with the discount code and that was not possible.
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.
Packaging not very professional and especially it's expensive.
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.
One product (NRG5) as described, the other (Fruity Dream) arrived with only 2 years of remaining shelf life instead of the 5 advertised.
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.
The only small downside is choosing Chronopost for your deliveries: erratic updates on my delivery on their site, as usual, unfortunately. Otherwise, nothing to complain about.
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!
Defective 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.
Disappointment for several months regarding Lyophilized: the website was hacked and since then several possibilities to see our favorite items (wishlist) have been lost, along with our loyalty points, and regarding prices, they remain high even if so-called regular marketing promotions offer very little real attractiveness for customers. It's a shame because the team and the initial project were really appreciated. Back to basics please! Thanks!
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.
Delivery time too long
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.
This is not the best survival meal I have honestly tasted, for the price it's better to buy canned food in the store... however, the sweet and salty cakes were quite handy and the caloric ratio is very complete.
The products are great but many are out of stock.
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!
I am celiac and cannot eat gluten. Traveling is a problem and for my next trip to Egypt, I bought 10 assorted packages of freeze-dried products. I used the "singluten" filter on the website. When the product arrived (with a delay), 5 are gluten-free, 2 do not say if they contain (I don't know if I can eat it) and 3 say with traces of gluten (I cannot eat it). I can only make use of half of the purchase.
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,
If the order went perfectly well, we had a big problem during delivery. The Chronopost delivery person was very unpleasant during the delivery with my wife who was in charge of receiving the package. He hung up on me and did not wait for me to give the delivery code. I understand that they have deadlines to respect but I was at work and could not wait all day. We also have our obligations. So, I pay delivery fees, but it's not to be treated badly...
Very long delivery time
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!