Excellent
671 reviews
Thomson DairiesHonesty, pricing, process and quality scores appear once 5 customers have rated them.
Local milk delivery service. Fresh milk, eggs, juice and dairy delivered daily to your home. Order online and pay by direct debit. We also work with Local bakers, Butchers and other suppliers to provide high quality produce.
Thomson Dairies (thomsondairies.com) has 671 customer reviews on Rated Honest, with an average rating of 4.5 out of 5.
671 approved reviews, newest moderated first
K M.
Posted
Cancelled account following the process on the website and didnt receive our final milk order. Have replied to harassing emails for payment multiple times and had no reply. Phones aren’t answered and can’t get in contact.
Muriel K.
Posted
I emailed 3 times to cancel milk. Finally phoned today to say I had cancelled direct debit. Was told by 2 operators I was being rude. I was simply trying to get the m to listen to what had happened because I had paid all the milk I had ordered. I was told curtly that you can’t cancel by email. How was I meant to know that? No apologies, no sorry for the inconvenience. I was made to feel I was in the wrong. They cut me off once and I had the grace to phone back to make the payment but after more defence, I’m afraid I gave up. Need some staff training here!
Response from Thomson Dairies· Nov 17, 2022
Hi there, we have listened to both calls. Our staff are here to help and offered help on both occasions, we believe that the manner in which you spoke to them was unacceptable, the tone and content from yourself is not something that is fair or a way in which a customer service agent should be talked to. Both occasions the call was terminated from your end of the call. We still also have money due from yourself, your account is in *debt/defaulted due to an outstanding payment for products you have received and not paid for. We are here to help customers. Our team also called you back and spoke to you and you refused to pay for products you have received and again hung up the phone on our staff. * Please in future leave an accurate and factual review
Paul D.
Posted
Our bank didn't transfer the direct debit over correctly as we switched accounts and we got email after email applying unnecessary charges. We got a £20 charge recently for not answering the phone 😂 Decided to call customer support in attempt to clear the issue and was greeted with one of the worst customer service reps ever who threatened to come to the door, pass to a debt collection agency, didn't care about us as a customer in any way shape or form and decided to hang up the call. Sadly, the service was good when it was good, but the hidden charges and poor customer service has meant we won't be continuing, nor will 3 of our neighbours. To cancel you need to CALL between 9-4:30 only when you call, they never answer, so how can you cancel?! In this day and age when people are stretched, busy and struggling for a time, a more practical customer service process would make sense, sadly, this is a bullying tactic that will upset many. Poor.
Robert W.
Posted
Before you use this company refer to their terms of cancellation hidden deep in the FAQ of their website. They are impossible to get by phone, they ignore emails and create bogus charges on cancellation. Avoid this company.
Response from Thomson Dairies· Nov 8, 2022
We have been unable to verify this reviewer. We have requested more information from them. Our standard terms including cancellation process is fully available to the public on our website. Our emails are read and replied back on a daily basis. No charges are bogus, please provide fact this is the case or if not remove your review. *Defamation to a business/es may result in your trust pilot comment or account being deleted * Untruths causing serious reputational harm or financial loss will not be accepted.
John S.
Posted
In response to your reply to my review.NO YOUR CANCELLATION PROCESS IS NOT EASY TO FIND ON THE WEBSITE . There are a lot of others in here who have the same issues , so make the link easy to find .Also , why did you not at least reply to my 3 emails and advise that you only accept cancellations by phoning you ?
Response from Thomson Dairies· Oct 20, 2022
Hi there, we require you to call and speak to the account holder. As you had an outstanding payment (debt) with us to clear. It is not good practice to have money owed to companies for products you have received and not paid for. Thanks.
JENNIFER
Posted
Be wary if you are looking to cancel. They are very difficult to reach by phone, I got no response from them to my emails, even though their automated message says to email. Once I did reach them by phone, I was told that they won't cancel over email. This isn't obvious from their website (it is tucked away in the last question in the FAQ section). Not a good experience, and I would warn anyone trying to cancel to be wary of this. I would not recommend this company or use them again after this experience. EDIT: The money owed in the response below was the £3.45 for one delivery of milk, that had been sent by the company weeks after I had emailed to ask to cancel weeks previously, and had had no response to the email. Please just be careful if you try to cancel that it must be by phone, or they will not deal with it.
Response from Thomson Dairies· Oct 18, 2022
Hi there,we have a cancellation process like most businesses. We have the cancellation process in several parts of our website, it is not hidden. You had an outstanding payment to clear as we gave you products in advance. This is part of the reason the correct cancellation process must be followed. Thanks.
Steve M.
Posted
What a terrible service. I called to cancel my order (milk arriving late and left out in sun) and I was told that someone would call me back to finalise. No one did so I cancelled my direct debit (just as well as I was being charged for no milk). I then receive notification of a charge followed by a threatening email saying people would show up at my door if I didn't pay. So much for supporting local, think I will get my milk from asda.
Response from Thomson Dairies· Oct 18, 2022
Hi there, We require to take your final payment to cancel your account. This was not made prior to you cancelling your payment. This resulted in yourself having been passed to collections. As a family business we provide you products in advance and in good faith, we provided the produce to you, but unfortunately you cancelled the payment which was due. Thanks.
Leandro A.
Posted
DON'T! They never deliver stuff, they charge you anyways, then you cancel it and they come up with extra charges for stuff that you never got!
Response from Thomson Dairies· Nov 8, 2022
We have tried to locate this customer and have also reached out for contact details to verify if the review is genuine. we have no confirmation this is feedback from a customer or if it is spam. Stating we never deliver stuff is a lie. Delivery is a major part of our business and this is infact untrue. Many thanks.
