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Avis clients de Lilley's Cider

Note du marchand
5.0 1
4.9Lilley's Cider
 
 
Site MarchandLilley's Cider
Urlhttps://www.lilleyscider.co.uk
Tél
AdresseUnit 7 Handlemaker Road, Frome, Somerset, BA11 4RW
Avis client
1.0 / 5
Awful delivery.
Maria N. le 31/12/2020 à 13h41
Hello Maria,

Thank you for your feedback.

We're sorry to hear the delivery has impacted your overall experience. Could you please provide us with further information as to why your delivery was awful, so we can look to rectify this for you & make the experience better for others going forward.

We can see you placed your order on the 24th, so your order would not have left us until Tues 29th December as noted on our website, our courier was not operating Christmas Eve. Delivery was made just one working day after, so we presume it is not down to timings?

If you can advise further we are always happy to listen to any frustrations & resolve accordingly.

We look forward to hearing from you.

Kind regards,
Lilley's Team.
Lilley's Cider le 31/12/2020 à 11h25
Avis client
1.0 / 5
My product was not delivered within the expected time. Sad times no happy daze for Christmas.
Tanya G. le 29/12/2020 à 11h55
Avis client
1.0 / 5
Couldn’t drink this one as the bag had bursted in my box,the other two boxes where excellent and my previous orders excellent.
Dawn C. le 24/12/2020 à 21h49
Avis client
1.0 / 5
Having ordered my cider on the 15th December im still waiting for it to arrive, its now the 22nd.very dissapointed. APC seem to think our address doesnt exist although we get deliveries from other couriers.just hope it arrives in time for christmas as its a present.
Customer services dont get back to me when they say they will,i am having to contact them ,and will have to again if its still not arrived.not amused .
Helen B. Still waiting for order to arrive. le 22/12/2020 à 20h23
Hello Helen,

Thank you for your feedback.

I'm sorry to hear this. Our courier partner is under great strain at the moment with it being Christmas & the Covid-19 Pandemic however they are trying their utmost best to get all orders out as quickly as they can, which may at times require agency drivers due to demand (that may not know addresses quite as well). Upon investigation this is the first report we have from you in regards to your order, my presumption is that you're trying to get hold of the courier. Please don't hesitate to get in contact with us as we're always more than happy to chase the courier for you to save yourself time in doing so.

I can see your parcel is out for delivery today (within the 5 working days we advise). Please don't hesitate to reach out if we can be of any assistance.

Kind regards,
Lilley's Team.
Lilley's Cider le 23/12/2020 à 12h24
Avis client
1.0 / 5
I can’t review as haven’t received my order. First delivery they forgot one parcel (the one we actually needed for Xmas presents) we drove to depot to collect they said they weren’t allowing people to collect even though there no mention on the card. We will be sending item back as it will have arrived too late. Terrible delivery service. Will not be buying again due to this.
Catherine S. le 19/12/2020 à 07h32
Hello Catherine,

Thanks for your feedback.

Upon checking the tracking for your order I can see that the courier had attempted to deliver to you on the 18th December but you were unavailable. The courier has since been waiting for further instruction from yourself.

If you'd like to drop us an email with further details on how we can rearranged this for you, we can then get this out to you as soon as possible. Our email is office@lilleyscider.co.uk

We look forward to hearing from you.

Kind regards,
Lilley's Team.
Lilley's Cider le 21/12/2020 à 15h46
Avis client
1.0 / 5
I have still not received my order.
Sean R. le 18/12/2020 à 17h50
Hello Sean,

Thanks for your feedback.

Upon checking the tracking for your order I can see that the courier had attempted to deliver to you on the 15th December but you were unavailable. The courier has since been waiting for further instruction from yourself.

If you'd like to drop us an email with further details on how we can rearranged this for you, we can then get this out to you as soon as possible. Our email is office@lilleyscider.co.uk

We look forward to hearing from you.

Kind regards,
Lilley's Team.
Lilley's Cider le 21/12/2020 à 15h48
Avis client
1.0 / 5
Not delivered as yet is taking longer then said longer then 5 days.
Martin v. le 15/12/2020 à 22h33
Hello Martin,

Thank you for your feedback.

We are very sorry for the delay. Ourselves & our courier are very busy at this time due to Covid-19 & it being the festive season.

I believe one of out team has now been in touch with you to provide you of updates. Don't hesitate to get in contact if we can be of any further help.

Kind regards,
Lilley's Team.
Lilley's Cider le 16/12/2020 à 14h43
Avis client
1.3 / 5
Haven’t received it yet but says it has gone to someone else bet it made there Christmas.
Susan t. le 9/12/2020 à 20h39
Hello Susan,

Thank you for your feedback.

We have raised an investigation with APC in regards to your parcel & have found that the GPS matches the coordinates of your address, we also have a description of the signee from the delivery driver. We advised you of this via email on Monday however we are still awaiting your response to aid with this. Please check your emails from Monday so we can fix this for you.

We look forward to hearing from you soon to get this resolved.

Kind regards,
Lilley's Team

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Lilley's Cider le 10/12/2020 à 10h56
Avis client
1.0 / 5
I have heard many good comments regarding Lilly’s Mango cider therefore I ordered a 5l cider in a box on Saturday 29th November as a pre Christmas treat. I appreciate that it is a very busy time of the year but unfortunately I am still awaiting it’s delivry. Therefore my review is solely based on my current experience of shipping and customer experience. I look forward to trying the Mango cider soon. Regards.
John F. le 6/12/2020 à 17h11
Hello John,

Thank you for your feedback.

We are sorry to hear your cider is yet to reach you. Your order would not have left us at the very earliest until Monday 30th November, we are currently advising to please allow up to 5 working days for all orders at this time. We have had a hugely busy Black Friday weekend (in the midst of a pandemic) & our courier partners network is extremely busy. Please do get in contact with us at the end of today (7th Dec) if you are still yet to receive you order & we will chase the courier for you.

I hope this helps.

Kind regards,
Lilley's Team.
Lilley's Cider le 7/12/2020 à 13h07
Avis client
1.0 / 5
Not delivered.
Angie T. le 4/12/2020 à 09h55
Hello Angie,

Thanks for your feedback.

Ourselves & our courier are very busy at this time & still trying to shift the orders from Black Friday weekend (of which I can see you ordered on Black Friday). We saw a huge increase & a record breaking amount of orders for ourselves & going through the courier network which in part is due to Covid-19.

We advise prior to ordering to allow up to 5 working days, Having checked I can see your order is out for delivery to you today. Within the 5 working days we advise.

We are very sorry for the delay, again ourselves & our courier partner APC are working endlessly to get orders out as quick as possible. Please don't hesitate to get in contact if you wish to discuss this further or require any more information.

Thank you for your patience.

Kind regards,
Lilley's Team.
Lilley's Cider le 4/12/2020 à 13h02
Avis client
1.0 / 5
Awaiting delivery concerned as message to say carded but no card has been left at the property this is a birthday gift.
Alison L. le 18/11/2020 à 22h16
Hello Alison,

Thank you for your feedback.

Our courier may not always leave a card, but provided the email is correct on the order you will receive a notification via email from ourselves & our courier to advise they weren't able to make a delivery.

I can confirm having seen your parcel stuck at your local depot for a number of days, this was rearranged & is out for delivery today. Please let us know if we can be of any further help by dropping us an email to office@lilleyscider.co.uk - we are always happy to help & advise.

Kind regards,
Lilley's Team.
Lilley's Cider le 19/11/2020 à 10h04
Avis client
1.0 / 5
Arrived damaged.
C B. le 7/11/2020 à 18h04
Hello C B,

Thank you for your feedback.

We're sorry to hear your parcel was damaged in transit. This can happen due to our products being fragile in nature, which we do advise prior to your order placed with us. Full details can be seen in our Terms.

We are always more than happy to resolve as soon as we find out however as per your request we have cancelled & refunded your order for you= instead of sorting a resend.

We are sorry again, please don't hesitate to let us know if we can be of further help in the future.

Kindest regards & stay safe -
Lilley's Team.
Lilley's Cider le 9/11/2020 à 13h59
Avis client
1.0 / 5
First order and the Gladiator never showed up. APC ignored my emails. Lilley's have said they will ship another (which is the bare minimum really).
Not very impressed.
Adam j. le 31/10/2020 à 22h07
Hello Adam,

Thank you for your feedback.

Unfortunately parcels do go missing from time to time, quite often damaged with no update from the courier due to everything being particularly busy right now due to Covid-19. We advise to allow up to 3 working days to receive your full order. We're sorry for this. I'm glad to see the other 2 parcels of your order reached you within 12 hours of your order. Your resent box is out for delivery today.

We are always more than happy to help if you are concerned about your order. You can contact us via emails or phone. We're sorry you feel we only achieved the bare minimum. Please feel free to see our Terms & Conditions if you require more info on how our service works & how we resolve issues such as this.

Kind regards,
Lilley's Team.
Lilley's Cider le 2/11/2020 à 14h02
Avis client
1.0 / 5
Its not arrived, Lilleys give it to a Courier that doesn't give you a tracking code until they have it. So far I haven't a clue where it is.
Gareth R. le 11/6/2020 à 14h59
Avis client
1.3 / 5
Did not receive the cider.
Owen R. le 5/6/2020 à 09h06
Hello Owen,

Thanks for your feedback.

I had tried to contact you 3 times regarding an issue with your order but I received no reply, this would be why you still haven't received your cider.

The product you had ordered, the ABV had changed so I tried to contact you regarding this to ensure you were still happy to receive the product. After 3 emails I decided to send the cider to you regardless of the issue as I didn't want to leave you without. This should be with you today, 5th June.

Please don't hesitate to ask me direct if you have any further issues & again I'm sorry I couldn't do more to get hold of you, I tried my very best to ensure the process was seamless.

Warmest regards & stay safe,
Poppy - Lilley's Team

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Lilley's Cider le 5/6/2020 à 10h13
Avis client
1.0 / 5
Delivery has not arrived.
Alexander G. le 4/6/2020 à 16h15
Hello Alexander,

Thank you for your feedback.

As per our website terms we currently advise to allow up to 7 working days for all orders. I can see your order was placed on 28th May, so please do allow a further 2 working days to receive your order, We are trying our very best during this global pandemic to ensure we get everything out as quickly as we can, with minimal staffing & social distancing measures in place.

Having checked your tracking I can see that your order is in fact out for delivery to you today.

Thank you for your patience & understanding.

Kind regards,
Lilley's Team

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Lilley's Cider le 5/6/2020 à 10h18
Avis client
1.0 / 5
Never arrived. Shocking.
Kieren S. le 24/5/2020 à 00h35
Hello Kieran,

Thank you for your feedback.

As per our website we are currently advising to allow up to 7 working days for all orders due to the recent global pandemic, we also have advised that some parcels may become split in transit & to allow the time specified for remaining items to reach you. As I can see you ordered late on the 16th so please allow up to 4pm on the 27th to receive your order. I can see it it currently out for delivery today.

If you have any questions then please don't hesitate to get in contact. Our opening hours are 9am-5pm Mon-Fri (closed Bank Holidays).

Regards,
Lilley's Team.
Lilley's Cider le 26/5/2020 à 16h18
Avis client
1.0 / 5
I not best pleased that still after a week I havent recieved my 20l but recieved my 2x 10l in the week.
Nicola F. le 9/5/2020 à 11h23
Hello Nikki,

Thanks for your feedback.

We are sorry to hear this. Unfortunately due to ourselves & our courier being busy at this time due to the recent Covid-19 outbreak, we advise that sometimes parcels may become split in in the delivery process.

Having checked the status of your order we have these both signed as being delivered just 5 working days after your order was placed (of which 1 parcel was just 2 working days). We advise at this time to allow your full order to reach you within the 7 working days specified at this time in our Terms due to the recent outbreak.

We hope once things return to normal we can ensure all parcels are sent together & in a much quicker time.

Apologies our service did not meet your expectations.

Warm regards,
Lilley's Team.
Lilley's Cider le 11/5/2020 à 17h27
Avis client
1.0 / 5
The only problem is that the delivery people sent me an email saying I would receive the item on the 15/04/2020 but still not received very disappointing tried getting hold of them but did not phone back as head office said they would. STILL NOT RECEIVED WITH NO COMUNICATION FROM ACP even thou I spoke to someone at head office.
Lyndon w. le 19/4/2020 à 21h00
Avis client
1.0 / 5
Currently have not received it and on calling the office and leaving answer phone have not heard anything.
James S. le 18/4/2020 à 18h18
Hello James,

Thank you for your review.

As per our website we are advising to allow up to 7 working days delivery for all orders at this time. This is noted on each page of our website, prior to selecting your delivery option as well as in our Terms & Conditions. Due to the recent Covid-19 outbreak deliveries are taking much longer than usual due to a surge in freight going through our courier. We apologise as well that your voicemail has not been picked up yet. We are closed during weekends and we have also been moving our premises including all software to our new site and therefore access right now is limited. I am sorry for this. Someone will be in touch with you as soon as we can however please do allow a further 3 working days for your delivery (22nd April).

Kind regards,
Lilley's Team.
Lilley's Cider le 19/4/2020 à 16h47
Avis client
1.0 / 5
Delivery company have had parcel at the local depot over a week, messaged the company via Facebook and been ignored.
Terry H. le 17/4/2020 à 21h22
Hello Terry,

Thank you for your review.

I can assure you we have not ignored you, we have limited hours over the weekend & we also have been moving premises so have limited access to our software - I apologise for this.

We have popped your query on our to-do list to sort as soon as we are able & we will get back to you in due course, unfortunately our courier is very busy at this time due to the recent Covid-19 outbreak we and our courier have experienced a high volume of orders and therefore is taking much longer than usual for deliveries. I am very sorry for this.

We will get this sorted for you as soon as we are able.

Kind regards,
Lilley's Team.
Lilley's Cider le 19/4/2020 à 16h43
Avis client
1.0 / 5
Order has not arrived.
Rachel. le 9/4/2020 à 22h49
Avis client
1.0 / 5
Ordered for a party, delivery was due to be in plenty of time, but despite that it never arrived on the day it was due. Rang Lilley's cider to be told the courier had lost or damaged it and another would be sent for next day before 12 (the day of the party) It also never arrived, so I cannot say if the cider is nice or not. But rather annoyed that I had to try and find alternative cider at 1:00 pm on the day of the party. Customer service not great and delivery certainly not reliable.
Hannah H. le 28/8/2019 à 16h18
Hello Hannah, Thanks for your feedback & apologies to hear you had a bad experience with our service. As per our Terms & Conditions we advise to allow plenty of time (up to 3 working days) for your delivery. As your order was placed on 21/8 we would advise to allow up until 27/8 due to the Bank Holiday weekend as was noted on our delivery options. While we have tried our utmost best to get this all sorted for you (we upgraded to a Saturday pre-12pm service) we always advise to allow extra time for us to resolve any issues, unfortunately damages/missing items are out of our hands due to the fragile nature of our items. We will always try to get items resent if there are any issues. Going forward, if you wish to order again please do allow extra time for any issues to be resolved & to ensure we can get your cider out to you in time for your party. For further information please see our Terms of Sale or alternatively you can call us to discuss. Kind regards, Lilley's Team.
Lilley's Cider le 28/8/2019 à 16h36
Avis client
1.0 / 5
Can’t find the delivery. Not where it was supposed to have been delivered to.
Ian S. le 8/7/2019 à 19h31
Hello Ian,

Thanks for your feedback.

We have sent you an email with further details of your delivery which we hope will help.

Any further problems then do get in contact.

Kind regards,
Lilley's Team.
Lilley's Cider le 9/7/2019 à 12h10
Avis client
1.3 / 5
Customer service can not be rated as transaction was completed online.
Despite added note stating clearly that neighbours would receive the parcel, they waited in all day but no one called. I had to collect from depot.
Russell C. le 12/5/2019 à 13h38
Avis client
1.0 / 5
I have still not received my item even though it was dispatched on the 10th December and it is now the 16th December!

I mistakenly clicked a rating otherwise it would be 0/5 I'm afraid!
Neil S. le 16/12/2018 à 19h24
Hey Neil,

Thanks for your feedback & apologies to hear your cider hasn't reached you yet.

Upon checking our courier system it had left us on the 10th to reach you on the 11th. There seems to be a 'check address' update on your order to which I am unsure of. You will have received an email update with your tracking to advise of this.

I will get this sent out for you again to reach you tomorrow as having checked your address I am confused as to how there might have been any issues. I have also noted your delivery instructions again in the hopes we can get it to you.

Sorry again & hope I have somewhat resolved this for you.

Regards,
Lilley's Team.
Lilley's Cider le 17/12/2018 à 12h44
Avis client
1.0 / 5
RUBBISH I have still not received the item the courier is a joke, drove 25 miles to the depot and they didn't have it! Now they say they have redelivered but don't know which address too.
Nathan c. le 12/9/2018 à 12h13
Avis client
1.3 / 5
I drank your cider at haighton manor and it was brilliant however the cider you sent me was nowhere near the quality of the pints i had at haighton manor the two 10 litre boxes you sent me was like drinking sugar water way too sweet dont think it had fermented i only yesterday gave the two boxes to the brig and barrel micro pub to see if they can make use of it as for me im dissapointed and reluctant to order again.
Stephen J. le 10/9/2018 à 14h30
Hello Stephen,

Thanks for your feedback.

Apologies to hear you are not satisfied with the product you have received. Darkcider is rather on the medium/sweet side due to the caramel in the product but it certainly shouldn't taste like sugared water.
As per our Terms & Conditions can you retrieve the cider from the Brig & Barrel whom you gave it to so we can investigate this matter further & get this all resolved for you?
I hope to hear back soon.
Kind Regards,
Lilley's Team.
Lilley's Cider le 11/9/2018 à 10h59
Avis client
1.0 / 5
Paid for next day delivery for cider...8 days later its still not with me.
Nicholas W. le 4/9/2018 à 18h09
Hello Nicholas,

Thanks for your feedback. This has now been resolved by email & we are sending your cider back out for delivery tomorrow.

Kind Regards,
Lilley's Team.
Lilley's Cider le 5/9/2018 à 11h04
Avis client
1.7 / 5
Not received it yet.
Wendy W. le 19/6/2018 à 21h34
Hello Wendy,

Sorry to hear you haven't received your cider yet, our courier has attempted to deliver several times.
I have emailed you in regards to this as your parcel has been returned to us due to the delivery issues. Please do get back to us to arrange re-delivery.

Kind Regards,
Lilley's Team.
Lilley's Cider le 20/6/2018 à 12h30