McGrocer Anmeldelser 

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for your feedback, and we are very sorry that this experience left you feeling unsupported.

We understand how frustrating it is when an order is cancelled and you feel uncertain about the refund and the follow-up communication. That is never the experience we want for our customers.

After reviewing this case, we can confirm that the refund was successfully processed back to your account. We also recognise that the communication around this clearly did not give you enough reassurance at the time, and we are sorry for that.

We have continued to strengthen our internal follow-up process so that cancelled orders, refund confirmations, and customer updates are handled more clearly and more promptly.

We are sincerely sorry again for the frustration caused, and we appreciate the opportunity to improve from this experience.

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for your feedback, and we are sorry that your experience with the website was frustrating.

We understand how disappointing it is when the checkout process does not feel smooth or easy to manage, especially when you are trying to update your basket and the site does not respond as expected.

We take comments like this seriously because the website experience is an important part of how customers interact with us. We are continuing to review and improve our site functionality so that basket updates and order management are clearer and easier to use.

We are sorry again that your experience fell below expectations, and we do appreciate you taking the time to share it.

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for taking the time to share your feedback, and we are very sorry that this experience was so disappointing for you.

We understand how upsetting it is to feel that communication was lacking, especially after payment had been made and while you were waiting for an international shipment. We also appreciate how concerning it must have been to receive a late update about unavailable items and to feel that your concerns about product quality were not properly acknowledged.

As outlined in our Shipping Policy, products are sourced from UK retailers after an order is placed, and where items become unavailable during sourcing, customers are contacted and the unavailable items are refunded if no suitable replacement is accepted. We recognise, however, that when this happens late in the process it can still be very frustrating, and we are sorry that this added to a poor overall experience.

With regard to the shipping concerns, our international shipments are sent on a DDU (Delivered Duty Unpaid) basis. This means any import duties, taxes, or customs-related charges are assessed by the destination authorities and collected through the courier, not by McGrocer. Following our review of affected shipments from this period, we identified that some of the unusually high import-duty and courier-related issues arose from a courier-side error rather than charges set by McGrocer directly. As part of the corrective action taken, we have now replaced the courier on the affected routes and strengthened our internal process and follow-up flow to improve exception handling and customer updates.

We also take any report relating to item condition or expiry seriously. We are sorry if you felt your emails were not acknowledged in the way they should have been. We have continued to strengthen our internal handling so that customer concerns are followed up more clearly and more promptly.

We are sincerely sorry again that this order fell below expectations, and we do appreciate the feedback as part of the improvements we have already put in place.

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for sharing your feedback, and we are sorry that this experience left you feeling disappointed.

We understand how frustrating it is to receive additional customs charges after delivery, especially when the total cost already felt significant. We also appreciate your concern regarding the product variation you received and the lack of clarity around the shipping space available at the time of your order.

As outlined in our Shipping Policy, our international shipments are sent on a DDU (Delivered Duty Unpaid) basis. This means any import duties, taxes, or customs-related charges are assessed by the destination authorities and collected through the courier, not by McGrocer. Following our review of affected shipments from this period, we identified that some unusually high import-duty cases arose from courier-side errors rather than charges set by McGrocer directly. In response, we have since replaced the courier on the affected routes and strengthened our internal follow-up process to help prevent similar experiences going forward.

With regard to the item discrepancy, we understand why receiving one bar in a different size than expected would have been disappointing, particularly where you were charged based on the original listing. We are continuing to strengthen our internal handling and product checks so that issues like this are identified and addressed more clearly.

We are sincerely sorry again that this order fell below expectations, and we do appreciate your feedback as part of the improvements we have already put in place.

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for your feedback, and we are sorry that this put you off ordering.

We understand that minimum order requirements can feel frustrating, especially when you are just trying to place a small order and the checkout does not match what you expected.

Our order thresholds are in place to help us manage international sourcing, consolidation, and shipping costs more sustainably. That said, we appreciate that this may not suit every customer, and we understand why it was disappointing in your case.

We are sorry again that this was your first impression of the service, and we do appreciate you taking the time to share it.

Svar fra McGrocer

7. juli 2026

Hi,

Thank you for your feedback, and we are sorry that this part of the experience was disappointing.

We are pleased to hear that the service itself was good, but we understand how frustrating it is to then face import taxes that were higher than expected.

As outlined in our Shipping Policy, our international shipments are sent on a DDU (Delivered Duty Unpaid) basis. This means any import duties, taxes, or customs-related charges are assessed by the destination authorities and collected through the courier, not by McGrocer. We recognise, however, that this can still be very frustrating from a customer’s point of view, especially when the final charge feels significant.

Following our review of affected shipments from this period, we also identified that some unusually high import-duty cases arose from courier-side errors rather than charges set by McGrocer directly. In response, we have replaced the courier on the affected routes and strengthened our internal follow-up process to help prevent similar issues going forward.

We are sincerely sorry again that this part of your order experience fell below expectations, and we do appreciate your feedback as part of the improvements we have already put in place."