Edenmoor Reviews 1,709

Reply from Edenmoor

Dec 31, 2025

Hi Mabs.

Thank you for taking the time to share your experience. I’m really sorry that your Christmas order didn’t arrive in full and that there was no prior warning about the missing items. I completely understand how frustrating it must have been to have to rush out to find replacements at the last minute, especially for key ingredients like goose fat, and then having to pay a premium to get it delivered.

Your feedback about communication and delivery has been shared internally. Experiences like yours help us understand where we need to improve so that customers aren’t left scrambling at such an important time. I’m truly sorry for the added stress this caused during your Christmas preparations, and I appreciate you letting us know so we can do better in the future.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Richard,

Thank you for your feedback and for choosing Pipers Farm for your Christmas celebrations. We’re glad to hear your order arrived on time and in good condition.

We completely understand your disappointment regarding the best-before date. Our turkeys are freshly reared and hand selected, and the best before date reflects the freshness of the bird at the point of delivery. We always aim to balance delivering the highest quality product with ensuring it remains safe and fresh for your chosen cooking day.

We’re sorry this caused frustration, and we really appreciate your understanding of the challenges in delivering fresh, top quality turkeys during the busiest time of the year. We hope your turkey was a highlight of your festive meal and that it brought plenty of enjoyment to your Christmas table.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Rohini,

Thank you so much for sharing your experience. I’m really sorry that your first order with us caused so much stress, especially at such an important time. I can imagine how frustrating it must have been to have only part of your Christmas order arrive, with no way to get in touch or a timely reply. Having to rush out at the last minute to replace items for a big family gathering would be stressful for anyone, and I completely understand how disappointing and upsetting that must have been.

Your feedback has been shared with our team, as it’s really important for us to learn from experiences like yours and make sure we improve our communication and delivery processes, particularly over busy periods. I’m truly sorry that your first experience with Pipers Farm didn’t reflect the service we aim to provide, and I really appreciate you letting us know so we can do better in the future.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Brett,

Thank you for sharing your experience, and we are truly sorry that your first order of a goose from Pipers Farm caused such disappointment. We completely understand how upsetting it must have been to look forward to a traditional family Christmas meal, only to find that the goose smelled off and couldn’t be used. That’s clearly not the experience we ever want our customers to have, especially during such an important occasion.

Your feedback has been shared internally as a serious concern. We take reports like this very seriously, as they highlight issues with quality control that need to be addressed to prevent this happening again. While we can’t change what happened this Christmas, please know that your comments are helping us review our processes to ensure our products meet the high standards our customers expect. We are genuinely sorry for the stress and disruption this caused to your holiday plans.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi George,

Thank you for taking the time to share your experience. We are truly sorry for the stress, disappointment, and frustration this situation has caused you. We completely understand how upsetting it must have been to place a Christmas order so far in advance, pay in full, and then not receive your delivery, or any updates, despite repeated attempts to contact us. The silence from our team clearly compounded the situation, and we fully appreciate how stressful and unfair that must have felt, particularly during the holiday season when plans and preparations are so important.

We are deeply sorry for the impact this has had on your trust in Pipers Farm. Feedback like yours highlights serious shortcomings in how we manage orders and customer communication, and it has been shared internally as a priority for review and improvement.

We understand that Christmas is a special time, and that our failure caused real inconvenience and stress. While we cannot undo this experience, we want you to know that your concerns have been heard and are helping us make changes to ensure this does not happen to other customers in the future. We are genuinely sorry for letting you down and we do hope that you enjoyed your items when they arrived the next day.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Helen,

Thank you for sharing your experience and for your loyalty to Pipers Farm over the past five years.

We’re very sorry for the frustration caused by the late notice regarding the lamb, particularly given that this was a Christmas pre-order placed well in advance.

We understand how disappointing it is to receive conflicting information and to not be contacted directly ahead of the refund being issued. This is not the level of communication or reliability we aim to provide, especially for important seasonal orders.

Your feedback has been shared internally so we can review how we manage pre-orders and customer communication during peak periods.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Mrs Dec,

Thank you for sharing your experience and for taking the time to provide an update. We’re very sorry that the cockerel you received was smaller than expected and that you had difficulty reaching us on delivery day. We completely understand how stressful and frustrating this must have been, especially at such an important time, and that the lack of communication only added to that.

We’re glad that the issue was eventually resolved with a refund, but we appreciate your feedback about how we could have handled things better, pre-warning customers of potential issues and ensuring support is available on delivery days is something we are reviewing carefully. Your comments have been shared internally, as learning from experiences like yours is crucial in helping us improve.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Warwicker,

Thank you for taking the time to leave such detailed feedback.

We’re very sorry for the distress and inconvenience caused, particularly given the timing so close to Christmas and the importance of your plans. It’s clear that the delivery fell short of what was ordered and expected, and we apologise for the lack of communication around this.

We’re also sorry that reaching our customer service team was difficult at such a busy time. Your comments about the condition of the gammon and the overall handling of orders have been noted and shared internally, as this is not the experience we want for our customers.

We appreciate your patience and your understanding towards our customer service colleague during what was clearly a challenging period.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Mike,

Thank you for the review!

I can confirm that we do not have any relationship with Amazon nor do we obtain your address or card details from any other source apart from yourself. What you may have seen is the system using auto-fill which is a feature that you will have approved on the device where you placed an order as it is a very common feature.

We hope you enjoy all of the items you received!

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Liam,

Thank you for your kind words about the quality of the meat and for taking the time to share your feedback. We’re delighted to hear that you’re happy with the overall quality!

We appreciate your note about the sharing sirloin. Cuts from whole muscle meats can sometimes vary naturally in thickness, as each joint is unique, and this can lead to uneven fat caps. While this can make an even cook a little trickier, it also ensures you’re getting a high quality, untrimmed piece of meat with all its natural flavour and juiciness intact.

We hope it cooks beautifully and that you enjoy it, it’s definitely worth the careful attention! Thanks again for choosing Pipers Farm.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Dan,

Thank you for sharing your feedback. We’re very sorry that your Christmas turkey didn’t meet your expectations, particularly regarding the best before date. We completely understand that for such an important occasion, and especially given the price, you want your turkey to be at its best on Christmas Day.

Your comments have been shared internally, as it’s important for us to review how we source and label products to ensure they meet our customers’ expectations, especially at key times like Christmas. We appreciate you taking the time to let us know.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Richard,

Thank you for taking the time to share your experience. We’re very sorry that part of your Christmas order was missing and that your interaction with our customer service team left you feeling unheard. We completely understand how frustrating it must be to be left waiting for a response, especially at such an important time of year.

Your feedback about both the missing items and how your concern was handled has been shared internally. It’s important for us to learn from experiences like yours so we can improve communication and ensure our customers feel supported when issues arise.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Lauren,

Thank you for sharing your feedback, and we’re sorry to hear that your first order didn’t meet expectations.

We understand your frustration with the substitution made, and we appreciate you raising this with us. We’re also sorry that your experience with our customer service team felt unhelpful, this isn’t the impression we want to leave.

Your comments have been noted and shared internally so we can review how substitutions are handled and how we communicate with customers going forward.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Paul,

Thank you for sharing your experience, and we’re really sorry for the frustration and stress this has caused. While we’re glad that your order arrived on time and was well packaged, it’s clear that receiving a smaller turkey than expected, and without any prior communication, was very upsetting, especially given your plans and your wife’s circumstances.

We completely understand that a partial refund doesn’t replace the item you actually needed, and that having to chase this up yourself added unnecessary stress. Your feedback about both the delivery issue and your experience with customer service has been shared internally, as it’s important for us to learn from situations like this and find ways to communicate more clearly and support our customers better.

Best Wishes,
James

Reply from Edenmoor

Dec 31, 2025

Hi Claire,

Thank you for taking the time to share your experience. We’re very sorry that your Christmas order of butter and cheese did not meet expectations, particularly around the shelf life and condition of the cheese. We understand how disappointing it must have been to receive products that appeared compromised, especially when you have purchased them from us before and expected a longer shelf life.

We also appreciate your feedback regarding your interaction with our customer service team. It’s clear that the guidance you were given did not fully address your concerns, and we’re sorry if it felt dismissive. Your comments about product quality and communication have been shared internally, as this helps us review both how we handle artisan products and how we respond when customers raise valid concerns.

Best Wishes,
James