Planthood Anmeldelser 

Svar fra Planthood

29. sep. 2026

Hi Sam,

Thank you for the lovely review. We’re so pleased the meals are making it easier to serve your family the kind of food you want to eat, without all the planning and preparation.

Thank you for choosing Planthood 🌱

Rose

Svar fra Planthood

29. sep. 2026

Hi JA,

Thank you so much for your lovely review! We’re delighted that you enjoyed the quality, flavours, ease of preparation and recyclable packaging.

We appreciate your feedback on the price, too. As a small business, our pricing reflects the fresh ingredients, freshly prepared sauces and recipe components included in each box, but we’re always reviewing how we can continue providing good value without compromising quality.

Thank you for choosing Planthood, we hope you enjoy many more meals with us! 💚

Rose

Svar fra Planthood

29. sep. 2026

Hi Emma,

We’re sorry for the frustration this caused, but we would like to clarify the payment history and why the outcome differed from your previous delivery.

As you acknowledged in your original email, sufficient funds had not been transferred into the account before the renewal. Our system made three automatic attempts (an hour after the initial attempt) to collect the payment on Friday morning, and our team also attempted it manually twice. This meant that a total of six payment attempts were made, but all were unsuccessful.

Although the formal cut-off for Monday deliveries is midnight on Thursday, we retain a limited payment-retry window on Friday to be sent into production. Unfortunately, the payment had still not been completed by the end of that window, so we could not add the box afterwards.

This is covered by Clauses 5.4 and 5.5 of our Terms and Conditions: we may retry an unsuccessful payment, but customers remain responsible for ensuring that sufficient funds are available. If payment remains unsuccessful, the affected delivery may be suspended or cancelled.

We also reviewed the previous occasion you referenced. On that date, the payment had successfully processed during the retry window before you contacted us. It was therefore not a manual exception made after the deadline, which is why the outcomes appeared different.

Separately, we fully accept that the later confirmation and cancellation emails were confusing. Your account was mistakenly included in a development billing test, which generated an order and charge incorrectly. We cancelled that order and issued a full refund as soon as it was identified. We also added a 25% credit to your account as an apology for that error.

We appreciate that strict deadlines can be particularly stressful for some customers, including those who are neurodivergent. However, because we source and prepare fresh ingredients against confirmed orders, we must have a final production deadline and cannot confirm a delivery where payment remains unsuccessful after repeated attempts.

We’re sorry that we couldn’t provide your box that week and for the additional confusion caused by the test emails.

Rose

Svar fra Planthood

29. sep. 2026

Hi Julie,

We’re genuinely sorry that we let you down again, particularly after you decided to give Planthood another chance following previous delivery and quality issues.

While our contact form advises customers that responses may take up to 24 hours, our team replied to your initial message within a few hours and continued corresponding with you that day while reviewing the order issue and identifying what had happened. We appreciate, however, that even a prompt response and refund processed could not replace the meals you had expected or prevent the disruption caused.

We fully recognise that the refund does not undo the inconvenience of being left without the meals, breakfasts and drinks you had planned for. This packing error has therefore been escalated beyond your individual complaint, and our wider Production and Fulfilment teams are investigating the issues reported during this delivery period to identify the cause and prevent a recurrence.

We’re very sorry that this was your experience, Julie, and we fully understand your disappointment.

Rose

Svar fra Planthood

29. sep. 2026

Hi Miriam,

Thank you for such a wonderful review. Hearing that you’ve increased your weekly meals and sometimes order multiples of your favourites is a huge compliment to our chefs and recipe team.

We’re so pleased you enjoy the flavours, textures and the experience of putting each meal together. Don’t worry, we’ll keep doing what we do!

Thank you for choosing Planthood 🌱

Rose

Svar fra Planthood

24. sep. 2026

Hi Agnes,

Thank you for taking the time to share this feedback. We’re pleased that you’ve enjoyed the boxes and meals, but genuinely sorry that managing your deliveries has caused so much frustration.

Having reviewed the case, the subscription was paused with 24 September selected as the resume delivery date. This meant the subscription would resume in time for a box to be delivered on 24 September, rather than remaining paused throughout that date. We understand that this was interpreted differently, and we’re reviewing how the pause and resume process can be made clearer for customers.

Our cut-offs allow us time to order fresh ingredients and prepare each week’s boxes. Once a cut-off has passed and an order has entered fulfilment, changes or cancellations may no longer be possible, even though the delivery itself takes place several days later.

We’d also like to reassure you that our Customer Support team is not an automated bot. We have a small, dedicated team, and every case is manually reviewed and handled by a real person. We do use approved guidance to ensure customers receive accurate and consistent information, but we’re sorry that the responses you received felt impersonal. Your feedback is being shared with the team so we can communicate with greater clarity and make each response feel more specific to the customer’s circumstances.

We’re very sorry to hear that this experience has led you to consider leaving after being with us for a year, and we genuinely appreciate your candid feedback.

Best wishes,
Rose

Svar fra Planthood

29. sep. 2026

Hi Brenda,

Thank you for your lovely review. Fresh, fragrant and filling is exactly what we aim for, so it’s great to hear you are enjoying the meals and finding the service easy to use.

We have also noted your feedback about a one-person box. It is something we know would make Planthood 🌱 more practical for customers who live alone.

Rose

Svar fra Planthood

29. sep. 2026

Hi Samantha,

Thank you for the wonderful review and recommendation. We’re so pleased you are enjoying the flavours and finding the meals easy to prepare.

It means a lot to hear that Planthood 🌱 is the best meal service you have experienced.

Rose

Svar fra Planthood

29. sep. 2026

Hi Lewes,

Thank you for the lovely review. It’s wonderful to hear that the recipes have helped your daughter discover more variety in her vegan diet and encouraged you to enjoy more plant-based meals too.

We’re also pleased that you value the recyclable packaging and feel the meals are worth it.

Thank you for choosing Planthood 🌱

Rose

Svar fra Planthood

29. sep. 2026

Hi Jill,

Thank you for the lovely review. We’re sorry there was an issue with your delivery, but it’s great to hear our team resolved it quickly and made the process easy for you.

We’re also delighted that you’re enjoying the meals. Thank you for choosing Planthood 🌱

Rose

Svar fra Planthood

24. sep. 2026

Hi Charis,

Thank you for your review. We’re really pleased that you enjoyed the sauces and flavours, but very sorry that this was overshadowed by the condition of the vegetables.

Fresh produce should not arrive with mould or show signs of deterioration on or shortly after delivery. This is not the quality standard we expect.

Thank you for contacting our Customer Support team directly and providing photographs. We’re glad that the team was able to arrange refund for the affected meals and formally report the issue internally.

In addition to reviewing individual complaints, we’re now carrying out a deeper investigation into the wider pattern of fresh-produce concerns. This includes reviewing supplier quality, remaining shelf life, storage, handling and packing to identify whether particular ingredients or batches are being repeatedly affected.

We’re very sorry that the freshness issue affected what would otherwise have been a positive experience, and we appreciate you providing the information needed to support our investigation.

Best wishes,
Rose

Svar fra Planthood

29. sep. 2026

Hi Camila,

Thank you for the lovely review. We’re so pleased the variety has brought some inspiration back to your weekday dinners and made cooking easier around your busy schedules.

It means a lot to hear that Planthood 🌱 is the best meal box you’ve tried.

Rose

Svar fra Planthood

24. sep. 2026

Hi Amina,

Thank you for sharing your feedback. I’m sorry that the vegetables and pearl barley took much longer to cook than expected, despite you following the instructions. We’re currently carrying out a deeper review of our fresh produce, including its quality, freshness, shelf life and packing. We’ll also share your comments about the cooking times with our Recipe and Production teams.

Just to clarify the renewal timeline, the cut-off for Thursday deliveries is midnight on Sunday at 12:00 am on Monday, UK time. A reminder email was sent to you on Saturday, 29 August at 8:30 am, with the subject line “Your menu for Thursday 3rd September.” Renewal reminders are sent more than 24 hours in advance to let our customers make changes ahead of time.

Your renewal order was then generated automatically at 5:01 am on Monday, 31 August. The cut-off is based on the published deadline rather than the time the renewal order is generated. When you contacted us at approximately 7:45 am that morning, the cut-off had already passed, and the order had entered our fulfilment process, which meant we were no longer able to cancel it.

We completely understand that this was disappointing, particularly as you were going away and wanted to avoid the food being wasted. We’re sorry that the overall experience did not meet your expectations.

Best wishes,
Rose

Svar fra Planthood

29. sep. 2026

Hi Jacqueline,

Thank you for the lovely review. We’re so pleased you are enjoying the quality and flavours, and that having three meals sorted each week fits well with your busy lifestyle.

Thank you for choosing Planthood 🌱

Rose

Svar fra Planthood

24. sep. 2026

Hi Jack,

We’re sorry that this experience left you disappointed, particularly when you were preparing to travel.

Just to clarify what happened, our account history shows that your subscription was paused successfully on 2 September, with Monday, 21 September selected as the resume delivery date. The pause process asks customers to choose when they would like their subscription to resume and the date of their next delivery. The system therefore did not process an order during the paused period; it resumed the subscription for the date selected on the account.

For Monday deliveries, changes must be completed before midnight on Thursday, 12:00 am on Friday, UK time. When you contacted us on Friday, the cut-off had already passed, and the 21 September order had entered our fulfilment process, meaning the ingredients had been committed and we could no longer cancel it.

We appreciate that 21 September was not the date you intended to resume your deliveries. However, the order was generated in accordance with the resume date selected when the pause was set.

As requested, your subscription has now been fully cancelled, so there will be no future renewals or charges.

We’re sorry to have lost you as a customer and appreciate you taking the time to share your feedback.

Best wishes,
Rose

Svar fra Planthood

24. sep. 2026

Hi Jemma,

Thank you for such thoughtful and balanced feedback, and for choosing Planthood for the past year. We’re delighted that you enjoy the recipe variety, homemade sauces and focus on cooking without relying heavily on UPFs.

We’re very sorry, however, about the repeated issues you’ve experienced with the fresh produce. Spinach, avocado and coriander arriving unusable, and onions, avocados and carrots arriving dry and shrivelled is not the standard we expect you to receive. You’re absolutely right that an occasional issue is different from a recurring pattern.

We’d also like to reassure you that we do not intentionally source produce towards the end of its shelf life as a cost-saving measure. The pattern being reported around certain fresh ingredients has been escalated for a deeper review by our senior team.
Supply-chain issues can have several possible causes, so we’re reviewing the quality and freshness of the produce when it arrives, its remaining shelf life, storage and handling, how it is packed and how it holds up during delivery. We’re also tracing the individual ingredients most commonly affected so that we can identify any recurring supplier or packing issue.

We completely understand that receiving a refund for an individual ingredient does not address the wider concern when this keeps happening. Your feedback will form part of the broader investigation now underway.

We genuinely appreciate that you would like to continue using Planthood, and we’re sorry that the quality of the vegetables has placed that at risk.

Best wishes,
Rose

Svar fra Planthood

29. sep. 2026

Hi Mihai,

Thank you for such a generous review. We’re delighted the meals are helping you add more plant-based, whole-food options to your diet while still meeting your protein goals.

Hearing that you consider Planthood 🌱 the best meal-prep company you’ve tried means a great deal to our team.

Rose

Svar fra Planthood

11. sep. 2026

Hi Beth,

We’re sorry to hear how frustrated you’ve been with the service.

We completely understand that a delivery being several days away can make it seem as though there should still be time to cancel or change it. However, our cut-off is based on when our fulfilment process begins, rather than how many days remain until the box reaches your door. As a fresh meal-kit service, we need confirmed order numbers in advance so that ingredients can be sourced and our kitchen can begin preparing and portioning each week’s meals.

Our cut-offs are clearly set out in our Terms & Conditions, and we also send an upcoming menu reminder more than 24 hours before the cut-off so customers have an opportunity to select meals, skip, pause or make other changes to their subscription.

We certainly don’t knowingly send boxes with the intention of them being left unattended or going to waste. However, once the cut-off has passed and an order has entered fulfilment, we can no longer ordinarily cancel the order simply because the customer is no longer available to receive it.

We’re also sorry that our previous replies felt impersonal or automated. Our small Customer Support team does personally review and respond to customer enquiries, although we do use standardised information when explaining policies such as our weekly cut-offs so that these are communicated consistently.

We appreciate that our subscription model and cut-off process won’t suit everyone, and we’re sorry that in this instance it left you feeling so disappointed with the service.

Best wishes,
Rose

Svar fra Planthood

11. sep. 2026

Hi Charlotte,

Thank you for taking the time to share this, and we’re genuinely sorry. We completely understand your frustration, particularly as you’ve experienced ingredient quality issues on more than one occasion.

You’re also right to highlight the distinction between purchasing individual groceries and purchasing a complete meal kit. If multiple essential ingredients arrive in a condition that means the intended meal cannot reasonably be prepared, we should be considering the impact on the meal as a whole rather than simply calculating the individual value of the affected ingredients.

We’re especially sorry that you’ve had to push back with our Customer Support team repeatedly to make this point. The convenience of having everything you need for a planned meal delivered to your door is a fundamental part of our service, and having to find an alternative meal at short notice understandably defeats that purpose.

We’re reviewing how we handle these situations internally so that our team can take a more appropriate approach where an ingredient issue prevents an entire meal from being prepared.

We’re also sorry about the repeated quality issues themselves. This isn’t the experience we want you to have, particularly as a customer who has otherwise enjoyed our meals and continued ordering from us.

Thank you for calling this out so clearly. Your feedback is fair, and it’s something we need to do better on.

Best wishes,
Rose

Svar fra Planthood

11. sep. 2026

Hi Sam,

We’re sorry to hear how disappointed you were with your experience, but we would like to clarify some important context around your order.

Planthood is a subscription service, and when signing up, customers choose their delivery frequency and agree to recurring orders unless they are skipped, paused or cancelled before the applicable weekly cut-off. We also send a menu and upcoming delivery reminder more than 24 hours before the cut-off, giving customers time to select their meals or make changes to their subscription.

For Monday deliveries, the cut-off is midnight on Thursday (12:00 AM Friday). While your review states that you contacted us immediately, we received your request approximately 11 hours after the cut-off had already passed, by which point your order had entered our fulfilment process.

This policy isn’t designed to “catch people” with automatic renewals or simply retain payment. Customers agree to their selected delivery frequency and the applicable cut-offs when signing up, as set out in our Terms & Conditions. As a fresh meal-kit business, we then source ingredients and prepare, portion and pack meals according to confirmed weekly orders.

We completely appreciate that plans can change and that you subsequently realised you would be away for the delivery. However, once the agreed cut-off has passed, we cannot ordinarily cancel and refund an order simply because the customer’s circumstances have changed.

Your subscription was cancelled as requested, so there will be no further renewals.

We appreciate that you were unhappy with the outcome, but we hope this provides a more complete picture of the timeline and why our team was unable to cancel the order.

Best wishes,
Rose