Thank you for your review. We are sorry that you have been left feeling dissatisfied on this occasion. We are however, disappointed, to see that you felt our service was deserving of a 1 star review.
We can see that you contacted us regarding some concerns around your latest batch of food, and that our customer service team responded right away. We took all necessary batch details and carried out a full investigation with our production team, into this specific batch of food.
As advised in our correspondence, all batch records were inspected and no cause for concern was found. In addition, all necessary microbiological testing was reviewed, and came back clear.
During our communications, it was not mentioned that the food arrived defrosted, and so we were not able to incorporate this into our responses to your concerns. We can see that you mentioned the food having liquid in the bottom, and we were under the impression that this was after you had defrosted this fully. We are very sorry if we wrongly assumed this and can only apologise for not addressing this in more detail.
Nonetheless, we can see that the team offered you a full replacement for your order and are disappointed to hear that this did not arrive in the expected condition. We will always look to help to the best of our ability and are sorry that you did not contact us regarding this, so we could assist further.
We do feel that the team did everything they could to help, and we are sorry that this was not satisfactory, on this occasion. If there is anything else we can help you with, please don’t hesitate to contact us on customer-services@prodograw.com
