Twootz.com Reviews 137

Useless customer service despite what they claim and my last two orders of peanuts have been poor . The first lot were packed in flimsy plastic bags which tore as soon as i tried to lift it out of the box it was packed in.The quality was not the best either.The second lot were of a very poor quality with many of the nuts shrivelled up and quite a few foreign objects in with them.Also a lot of dust as if they were floor sweepings.Shan`t use them again.

The prices are very competitive, but delivery is glacially slow & customer service non-existent.
I've left messages on "live" chat and emailed, but haven't received a reply.

Latest order (for fat balls) placed 27 July (it's 17 August now); I've just phoned and been told that the order will be sent today & received tomorrow.

The website suggests 10 days to process an order, as they're busy, which is clearly quite ridiculously optimistic.

I recommend ordering at least 4 weeks before you "need" supplies in order to be in with a vague chance of getting them in time.

Prices are very competitive & the suet is good but delivery is ridiculously slow & customer service appears to be non existent.
Don’t think I’ll order again.

This company advertises goods on various marketplaces - have placed orders with them on 2 different marketplaces and each time communication is poor and goods take an exceptionally long time to materialise.

This company used to be very competitive on price and offering a great service; unfortunately over the last year their customer service has failed completely. It now takes weeks for orders to be processed even though they take payment immediately. There is no communication about your order progress, and no response to messages sent. Very disappointing but I won’t be using them again until the management do something to restore repeat customers’ faith and investing in their customer service.

They may be slow but they're a small company and the cheapest I've found in the UK. Been buying their products for many years. No complaints. They have today issued a statement on their website stating reason for delays.

I think I can remember the guy was called Jamie, I dealt with him in the past with a refund, and I thought he was ok, now I wonder how he can be so cruel as to do this to ordinary hard working people who just want to give and receive a simple bit of pleasure, by feeding garden birds, I'm gutted, like everybody now, I can't afford to lose the money and now I have no nuts for the birds either, I was relying on this order and I even recommended this firm, I'm so sad............

Placed an order, waited day 10 days, received no response to email or 'live' chat (which isn't live) so had to telephone. Similar to other reviews I was told one item was out of stock so that was why the whole order was being held.
I asked why I hadn't been informed and was told 'the system didn't show the out of stock until they checked for it'. So if I hadn't phoned I would have been waiting forever.
I explained how bad a customer experience it was and that they needed to change 'the system' so it supported the process not stopped it.
Sorry - but I won't be ordering from Twootz again

Having waited 15 days for my order and despite using their online "contact us" and e mail to find out why my order was delayed no response. Phoned today and was informed that part of my order was out of stock and that was why my order was not sent. A proper customer service department would have contacted the customer to inform them of this and offer options like send part order, cancel part or all of order. Customer care is obviously not a priority maybe why this company publishes losses in their annual accounts.

Do not recommend at all, i have emailed, sent messages via their Facebook page, left voicemails and no response back, placed an order 2 weeks ago, no confirmation, no delivery but money has been taken, very disappointed indeed

Money taken no goods no one answering phone emails not replied to no the way to treat anyone let alone pensioners who only want to feed the birds in the garden hope someone somewhere who reads this kick some (it won't display what I've put so use your imagination) world pay takes the money but don't want to be held responsible for the goods being delivered it's about time that the company's who handle the transactions are responsible till delivery

Regularly fail to deliver as promised within 10 days. No phone number to contact. May be out of business as hard to tell.

The price for suet pellets is very good. The downside is that dispatch took 2 weeks (not 1- 2 days as wesite says is 'usual'). Courier delivery was very fast so a total of 11 working days from order to delivery.
Unfortunately I got no response from 'message us' customer service, which was disappointing.
25kg of pellets were dispatched in one unlined box which had opened/leaked a little and was unwieldy for me to lift from the doorstep so the pellets had to be decanted into containers on the doorstep before being moved.
However, price was good, pellets did arrive, and birds are now feeding happily.

I’ve tried emailing them, using their own contact us form and nothing, I purchased bird food two weeks and nothing. Do not order from them or you will lose your money

Ordered suet pellets 29th April, now 10th May and still no sign of them. Messaged twice, no reply, left voicemail message today asking them to ring me about my missing order, no return call. I ran out of pellets last week, so am I going to receive my order or do I have to start looking elsewhere and get a refund? I thought they had got their act together, apparently not! Sue Howard

I had a bad experience before 4-5 years ago, I tried to give them chance once more. They did not disappoint me. Again no reply custiomer services, it doesnt look like exist. It went to EE voice mail directly. I ordered 3 days ago, but there is no sign of dispatch note. it said it might takes 10 days on the web site. Never again this company.

Excellent service. Good product and competitive prices. Will certainly use them again in the future

After using them for a number of years with no problem I now find their customer service is none existant and it is impossible to contact them by phone, email or live chat. Item missing from my last order but no way of advising them. Probably lost my money but won't use again anyway.

Having used Twootz for bird food in the past, with no problems, I tried to place an order on the 1st February. The money was taken by Worldpay, but I got no order acknowledgement from Twootz. Emails are ignored, both telephone numbers go straight to an O2 voicemail, and messages are not responded to. Their Chat function is never manned, and messages left by that method are also ignored. I will have to try to get my money back via my Bank, but would suggest that they should be avoided at all cost.

I have been using Twootz for several years. Their products are good and generally at a reasonable price. BUT, they may have become victims of their own success. I have had to chase delivery on both my last 2 orders. Their website said they would process orders within 2 days and then use a 24 hour courier. Forget that, it simply did not happen. On my last order. I received no delivery confirmation before I chased after 4 days; 2 days later I received a rather bland apology but no explanation for the delay. To be fair, the website has now been amended and warning of delays of up to 10 days.