ExoticEstore.com Anmeldelser 

ZERO STAR CUSTOMER SERVICE!!
PATHETIC CUSTOMER SERVICE – Damaged Groceries, No Accountability, No Refund!

Order #150762 | ExoticEstore.com

One of the worst online grocery shopping experiences I’ve had in the UK. What should have been a straightforward complaint about a damaged product has turned into weeks of frustration, repeated emails and a complete lack of accountability.

I ordered groceries from Exotic E-Store, including a 10kg bag of Kohinoor Diamond Rice. When I opened the delivery box, I discovered that the rice bag was torn open at the bottom, with rice spilled throughout the outer packaging.

I immediately reported the damage with photographic evidence.

What happened next was even more disappointing than the damaged delivery itself.

Rather than taking ownership of the problem, Exotic E-Store initially offered a 20% discount if I agreed to keep the damaged rice. When I declined due to concerns about the compromised food packaging, they insisted that I tape up the torn 10kg bag, find a courier, arrange the return myself and pay the postage upfront, which they would reimburse later.

Let me be absolutely clear: I NEVER refused to return the product. I simply refused to take on the inconvenience of organising the return of a heavy, damaged item that arrived through no fault of mine.

Despite explaining this repeatedly, their customer service team continued sending essentially the same response.

I escalated the complaint to their manager, Shiv, expecting some common sense and accountability. Unfortunately, management simply reiterated the same policy. They eventually increased their discount offer to 30%, but still refused to arrange collection.

And now, after multiple emails and a formal complaint, they have stopped responding altogether.

No full refund. No replacement. No practical resolution.

What makes this experience particularly unacceptable is that the company has acknowledged the damaged delivery, yet expects the customer to bear the inconvenience of fixing its mistake.

Exotic E-Store’s internal returns policy seems to matter more to them than customer satisfaction or a reasonable resolution.

I have spent an absurd amount of time chasing a refund for a bag of rice that should have arrived properly packaged in the first place.

I am now considering escalating the matter through my credit card provider and the appropriate consumer protection channels.

My advice to potential customers: THINK TWICE BEFORE ORDERING FROM EXOTIC E-STORE.

Everything may seem fine until something goes wrong. My experience shows just how frustrating and difficult their after-sales service can be when you actually need help.

Order #150762 – Still unresolved.

I would not recommend this retailer based on my experience.

This is the second time our package was damaged. A 5 kg oil bottle was leaked , it damaged the whole package , my carpet where I kept it and whole one hour of labour it took to clean that up. Last time a 2kg rice packet was damaged , we emailed you and no response. Fine!!! This time 1 kg oil was spilled from the 5 kg bottle and see your greatness!!! You offered us whole £2 .. wow!!! And what about my one hour labour and a whole kitchen towel roll I had to use to clean that up. Hope you will take these complains seriously 🙏🏻🙏🏻

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UPDATE - 5th Oct 2026
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I wanted to add an update to my original review.

Following my review, a representative named Deepa reached out to us personally regarding the issue. She initially offered a full refund, which I declined, as my main concern was not compensation but the recurring packaging problems and the inconvenience caused.

To their credit, they then went ahead and sent me a replacement package at no cost. I received it today, and this time everything arrived intact and properly sealed.

While my original concerns about packaging quality remain, as this was the second damaged delivery I experienced, however, I also believe it's important to acknowledge good customer service when it happens. Deepa took the complaint seriously, followed up proactively, and made a genuine effort to resolve the issue.

I hope the company continues improving its packaging standards so that other customers do not face similar issues, but I appreciate the way this particular case was handled in the end.

Thank you.
Debopria Mukherjee

The order was delivered within time and the packaging was done properly

Shop from the comfort of your home! Great discounts any time and a good variety of grocery items (some items not sold elsewhere) available on Exotic Estore.

Exotic has been reliable in delivering quality groceries in well wrapped and packaged conditions. I have been shopping with them for 4 years and am happy with their service

All products that I order are good quality and service was excellent

Delivery timeliness, packing is great. The only thing I have observed that without discount the prices are on the higher side.

All my orders always arrive within the timelines and in very good shape. Thank you

Good service from exotic store, no second thought in that. 3 stars only due to their delivery partner. They just keep the parcels outside the main door and don't even bother to buzz the bell so we can pick up the items. I will know of the delivery once I check my mail !!!.

Amazing service fast delivery I am very happy thankyou

On time delivery. Safely arrived.

Very happy regular customer.so convenient and also always on time delivery. Only thing stock out doesn’t get filled quickly.

As usual, an excellent experience shopping with ExoticEstore. Highly recommended 👍

The order processing was smooth and amazing.
Order arrived in excellent packaging condition.
Truley amazing. Value for customer objective of purchasing .

Good products and Price and quick free delivery!! Highly recommend ExoticEstore…A++++

My order arrived quickly and everything was fine. It was all a very good experience from start to finish

Fast, reliable and great range at good prices. Love using them.

We have been ordering from exotic for more than a year .. we love it . We get everything at affordable prices and quality is great too. I definitely recommend this store to buy Indian groceries.

The service is exceptional, and the product range is good.