McGrocer Reviews 

Reply from McGrocer

Jul 7, 2026

Hi,

Thank you for your feedback and for giving us the opportunity to review this matter.

We are very sorry that your experience left you with this impression of our service. We understand how frustrating it is when an order does not go as expected, especially when the outcome does not feel clear or timely.

Following our review, we identified that the import duty and courier-related issues arose from errors within the external delivery process 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 follow-up process so that issues can be identified, escalated, and managed more effectively.

We also recognise that, from a customer’s perspective, what matters most is the overall experience. For that reason, we have focused not only on addressing the courier issue, but also on improving our internal handling and support flow to help prevent similar situations going forward.

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

Reply from McGrocer

Jul 7, 2026

Hi,

Thank you for taking the time to share this, and we are very sorry for how difficult and frustrating this experience has been for you.

We understand how upsetting it is when an order that had previously gone smoothly becomes drawn out, stressful, and difficult to resolve. We also appreciate how disappointing it must have been to deal directly with the courier, make repeated follow-ups yourself, and still be left without the outcome you expected.

Following our review of the affected shipments from this period, we identified that a number of the delay, paperwork, and import-duty issues arose from a courier-side process failure rather than the standard service we aim to provide. 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 so that documentation issues, escalations, and shipment exceptions are handled more closely and more quickly.

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. Once a shipment enters customs review, the clearance process is managed by the courier and customs authorities, and unfortunately this is outside our direct control. That said, we fully recognise that this did not make the experience any less stressful on your side.

We have also reached out directly by email and sent a discount coupon for a future order as a gesture of goodwill.

We are sincerely sorry again that this order caused so much inconvenience and disappointment, and we do appreciate the opportunity to learn from this and improve.

Reply from McGrocer

Jul 7, 2026

Hi,

Thank you for your feedback, and we are sorry that our pricing left you with this impression.

McGrocer operates as a cross-border personal shopping and delivery service, which means our pricing reflects more than the retailer shelf price alone. Orders placed through our platform include sourcing from UK retailers, handling, consolidation, export preparation, and international fulfilment.

That said, we understand that pricing can feel disappointing if it does not match what you expected, and we appreciate that this was frustrating for you.

We always want customers to shop with clear information, and we continue to review how pricing is presented on our platform so that it is easier to understand before checkout.

We are sorry again that this experience fell below expectations, and we do appreciate the feedback.

Reply from McGrocer

Jul 7, 2026

Hi,

Thank you for sharing your feedback, and we are sorry that this experience was so disappointing for you.

We understand how frustrating it is when a shipment is stopped by customs and the outcome is not what you expected. We also appreciate that, from a customer’s perspective, the most important thing is a clear and fair resolution.

As outlined in our Shipping Policy, our international shipments are sent on a DDU (Delivered Duty Unpaid) basis, with the customer acting as the Importer of Record. This means customs clearance, local import rules, and any decision to stop, refuse, or return a shipment are handled by the destination authorities and are outside McGrocer’s direct control. Where a shipment is returned due to local import regulations or customs intervention, refunds are subject to deduction of the shipping, return handling, and related charges incurred.

That said, we understand why this was upsetting, and we are sorry that the outcome left you feeling unsupported. We continue to review cases like this carefully and to improve how we communicate these limitations more clearly before and after dispatch.

We are sincerely sorry again that this experience fell below expectations, and we do appreciate your feedback.

Reply from McGrocer

Jul 7, 2026

Hi,

Thank you for sharing your experience, and we are very sorry for how disappointing and frustrating this was for you.

We understand how upsetting it is to place an order, pay for shipping at checkout, and then later be told that an additional charge is required before the shipment can proceed. We also appreciate how disappointing it must have been to cancel the order and then feel that the outcome was still unclear and unfair.

In this case, the item ordered was a perfume product, which falls under Dangerous Goods for international shipping. As outlined in our Shipping Policy, certain product categories require specialised courier documentation, packaging, and handling, and additional courier charges may apply where this is required. These are not standard customs charges set by McGrocer, but carrier-related costs linked to the way such items must be transported internationally.

Where an order is cancelled after sourcing and shipping arrangements have already begun, refunds are handled in line with our Shipping Policy, and shipping-related costs may not always be refundable where those costs have already been incurred. That said, we understand how disappointing this felt from your side, especially where the total landed cost became much higher than expected.

We are sorry again that this experience left you feeling this way, and we do appreciate the feedback as part of how we continue to review our shipping communication and customer experience.

Reply from McGrocer

Jul 7, 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.

Reply from McGrocer

Jul 7, 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.

Reply from McGrocer

Jul 7, 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.

Reply from McGrocer

Jul 7, 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.

Reply from McGrocer

Jul 7, 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.