Placed an order back in March. Still haven’t received my order nor have I received a refund as I no longer require the items ordered. Communication is extremely poor. I am questioning the legitimacy of this company. Definitely do not recommend.
Review by Kirkyworld1 year ago
My wife and I have been waiting for our order for more than two months but we have not received anything, neither product nor money nor answer, due to an error in their logistics, they do not respond and they do not give us solutions and they only respond to ask us to withdraw our opinions of social networks, € 60 lost, We do not recommend this company at all.
Mi mujer y yo llevamos más de dos meses esperando nuestro pedido pero no hemos recibido nada, ni producto ni dinero ni respuesta, por un error en su logística, no nos contestan ni nos dan soluciones y las pocas veces que han contestado ha sido para pedirnos que retiremos nuestras opiniones de redes sociales, 60€ tirados a la basura. No recomendamos esta empresa para nada.
Review by Syrina Derrow1 year ago
Thanks vanilla mart, beautiful plump fragrant pods. Get what you pay for!
Review by Habay Rosynek1 year ago
Excellent product, as usual (the vanilla extract this time; I've had their pods and paste in the past). A considerate customer service for this order - I'd absent-mindedly used the wrong postcode, so the package was returned to Vanilla Mart. They let me know and I gave them the correct postcode and offered to pay for the repeat delivery since it was my fault, but they generously declined my offer as it was a genuine mistake. Thank you, Becky of Vanilla Mart :-)
Review by Aikaterina1 year ago
Recieved pods with Mould . Date is 2019 on packet so don’t know what happened there?
I’m sure it was a one off so hopefully they will rectify the matter? They did however send the pods quickly .
Emailed company recieved no response.
Hoping they will contact me so I can either get fresh pods sent or a refund.
Review by BeckyB Manevra1 year ago
Fast delivery, nice pods. Thank you!
Review by Ngonzi1 year ago
DO NOT USE THIS COMPANY! I am inclined to agree with the reviewer below in that I feel that I have been scammed too! I placed an order on the 11th April and it has yet to arrive. After waiting a reasonable amount of time for my order to arrive (supposedly it was sent out via Royal Mail 2nd Class), I contacted Vanilla Mart on 23rd April explaining that the order had not arrived. They replied swiftly to say that it was sent out on the 12th despite the online status on my account still saying "Order awaiting fulfilment". They assured me that this was an error on their system and that the order had been sent out and that it was Royal Mail's fault that it hadn't arrived.
I was prepared to give them the benefit of the doubt and so requested that they send out a replacement order right away rather than issuing a refund. I explicitly mentioned that I required the replacement quickly in order to fulfil my own cake orders. Despite this there was no attempt to send out a replacement via a speedier service. In fact, rather than sending out a replacement on the 23rd as I was told, they are now saying that a replacement wasn't sent out until 27th! Needless to say I am still awaiting the arrival of the product and so am doubting whether this has even been sent out.
As far as I am concerned, Vanilla Mart have made no attempt to resolve this issue in reasonable time and I will therefore be requesting a refund. Any reputable company would have apologised right away and sent out an express replacement. Having read further reviews below, it seems they have issues with stock. My guess would be that they don't have any stock and are taking orders despite claiming that their products are "in stock" on their website. To deceive customers in this underhand way is completely unacceptable and I would urge anyone to think again before using this company.
Review by ShellYeah1 year ago
I placed an order in early April which hasn’t arrived. I was told they’d send a replacement out, but that hasn’t arrived either and I can’t believe both orders have been lost in the post.
Such a shame, because I’ve used this company in the past, with no issues and a great quality product.
I’d like to think this is just a glitch, but reading other reviews below, it seems not. Won’t be using again.
Update 5th May - I emailed again yesterday and this time, had a response. Apparently the first order was returned because we refused delivery .... really???? I asked for a full refund and I can already see this on my PayPal account. Really not sure what's going on, but a poor service, and I can't believe all the people posting negative reviews are all being let down by the post.
Update date 29 May
I’ve been contacted by Trust Pilot to say vanilla mart are challenging my review as I’m not an actuall customer. Have posted proof of order to Trust Pilot. But I see many other customers have had their reviews removed - all of them have left poor reviews. What a shocking way to conduct your business. Instead of silencing wronged customers, fix your service Vanilla Mart!!!
Potential customers, don’t be fooled by their good rating - it’s fixwe.
Review by Craftyhands1 year ago
This is the first time I'm having to write such a negative review-
Poor product,returned product back as per Google/Truspilot given address-guess what it's not correct address-paypal says I sent it back to wrong address so no refund.
I have purchased from them in the past ,products have always been good- now they are of poor quality -even customer service do not reply.
Further to your comment
I DID send an e-mail via paypal- you did not reply-also I have returned the pods back but you have an incorrect address and contact details on Google and Trustpilot-smart move ! so customers return products to wrong address and never get a refund.Never mind you have lost a returning customer
Review by Nardin1 year ago
My order has still not arrived after 5 weeks. No further response to emails and now their landline is disconnected. It seems like this company has recently gone out of business - which is perfectly understandable given the shaky state of the vanilla bean market - however what is totally unacceptable is that their website is still accepting orders. Whoever is signing their company emails as "Becky" is a total con artist.
Do not delay - if you have paid with a credit card then contact your bank or PayPal immediately for a refund.
Review by Kutana1 year ago
I placed an order more than 1 month and a half ago. I have not received my order, I have written several emails and I have never received an answer of any kind. We are talking about an order of more than € 70. We are already studying the appropriate legal measures. Of course I do not recommend that you buy on their website. Also the links of all their social networks are false, they do not exist on facebook, twitter or similar ...
update June 20. Vanilla Mart has been concerned to denounce my opinion to seem offensive, but not to answer any of the emails we have sent claiming our order! Definitely the after sales service is the worst I've ever seen. It is false that vanilla mart has contacted us at any time, and I have several emails to prove it, since I have never even answered any email.
Update July 2: more than 10 days ago I do not receive any kind of response from Vanilla Mart. MY MONEY HAS NOT BEEN RETURNED TO ME, OR SENT MY ORDER. That yes, to respond to opinions on social networks if they take time, but not to answer emails and send orders, which is your job! If you think you're going to keep my money like that, you're very wrong!
Review by Antonnia Lastiadi1 year ago
Have used Vanilla Mart in the past and they have been pretty good but this past year or so they have really let themselves go.
My first issues were with pods not being sent when they were supposed to be and with no communication from them. Wouldn't have taken too much for them to email saying there is a delay but they couldn't be bothered with this.
My latest issue is a batch of pods that are mouldy with a date of 2019 on them. Vanilla Mart has tried to tell me that this is something called vanilla givre. After looking into this it would seem that this is just an excuse. Vanilla givre is a crystallisation on the pods and is caused by the vanillin in the beans. Apparently if left to develop this turns into soft and furry, just like mould! Coincidence? Definitely not. It is just an excuse. I was told it would be safe to rub of with a little bit of water. I have done this and the mould has grown back straight away and is soft and furry, never once has it been crystallised like the givre should be.
I would avoid Vanilla Mart until they sort their beans and their customer service out.
Review by SunnyZinho1 year ago
Delicious, juicy and aromatic vanilla bars.
Great price and fast delivery.
I'll return :-)
Review by Jalila Seshachalam1 year ago
Vanilla Mart has taken my money and not delivered the product. I have tried progressing this but they don't respond to emails and the phone number on their order email and Google does not work.
Feel like I have been scammed! Did not expect that ordering a product like this.
Not impressed. Buyer beware!!!
Edit following response from Vanilla Mart:
They responded instantly following my poor review. They had not responded to previous emails direct to them and the phone number they advertise does not work. Once the order was placed on March 17 they took payment immediately. When the goods had not arrived a week later, I contacted them by email and again 4 days later. With still no response after 24 hours I posted the review - and this finally got a response!
They have agreed to refund my payment. Once the refund is received this ends the matter but very poor customer service from Vanilla Mart and I will buy elsewhere in future. Fortunately there are alternatives.
Review by Copter Whalen1 year ago
We love these pods and always have good service from VanillaMart
Review by Avinola2 years ago
ordered on 20th June, nothing by 30th June so emailed to enquire what had happened to the order, still nothing by 4th July. Will have to try to get a refund
Review by Tobasco2 years ago
Great transaction. Shipment arrived as expected. Prodcut
Review by Pistacho2 years ago
Easy to use website and ordering. Vanilla powder is delicious.
Review by Jothibalan2 years ago
I ordered vanilla pods 29 June, nothing received yet. I send a mail, but I have not heard anything. 👎
Review by Circling Wannberg2 years ago
After first trustpilot review I received my product (a replacement) in good condition. Stars changed to 5.
*** old review ****
Constantly being reminded to use Trustpilot but never received anything from VanillaMart. Ordered some vanilla pods long time ago and they never arrived (I also never paid for the purchase).
Review by Jha2 years ago
Very good vanilla pods and quick delivery. Not the cheapest but not the most expensive either. Will buy again.
Review by KnightmareGC2 years ago
good quality vanilla, short time of delivery.
excellent! I recommend.
Review by PFord2 years ago
Great service, fast delivery.
Review by JosBros2 years ago
Can't review anything as I've not received my goods