Nourish'd Reviews 75

Reply from Nourish'd

Mar 26, 2025

We stand united in saying NO to overpriced lettuce bowls!!! We'd recommend our Burrito Bowl instead - that dish knows how to bowl!

Thank you so much for your wonderful review Alexis, we're so happy we get to support your best life!

Reply from Nourish'd

Mar 26, 2025

Thank you Lauren! So stoked we've been able to be exactly what you needed 🙏

Reply from Nourish'd

Mar 20, 2025

Carly thank you so much for this wonderful review!

It's been our pleasure to take that stress away from you so you can get on with living your best life.

If you ever think of ways we can improve, please reach out to us at info@nourishd.com.au - we'd love to hear from you.

Yours in Kindness,

Abbey
Founder & CEO

Reply from Nourish'd

Mar 20, 2025

Hi Steph,

Apologies that this was not replied to sooner - I have just become aware of this profile and it will not get the attention it deserves ongoing.

I have been able to find your order and communications history with our team and I want to apologise - I can see there was a human error on our end that resulted in your order not being processed. While I understand your frustration - I do need to stand with my staff, and will not accept comments that are degrading or abusive. Yes, we made a mistake, all humans do, and do not deserve to be degraded because of it.

I do want to clarify that your order was fully refunded AND and $30 credit offered as a gesture of goodwill - we did not retain any funds for an order that was not received.

I'm sorry that you felt that we were suggesting you just cancel - the team believed you felt the situation unsalvageable, and wanted to make sure that you had the steps to cancel your account, as you had indicated you wanted to.

Customer service is at the heart of what we do - we spend more time and money retaining our wonderful customers than we do trying to attract new ones, and we consistently have a Customer Satisfaction score above 4.7/5.

We know it's not possible to get it right 100% of the time (although I'm certainly trying!), and I'm so sorry that in this instance it was you we didn't get it right for. I hope you've been able to find a service that has been able to do this for you - and I'm genuinely upset that it wasn't mine.

Yours in Kindness,

Abbey
Founder & CEO

Reply from Nourish'd

Mar 20, 2025

Hi TD,

My apologies you have not had a reply sooner - now that I'm aware of this profile we will be treating it with the same care as all of our others.

I'm so sorry that you have not had a positive experience with my company - it genuinely pains me to not get it right for everyone. I know perfection is not possible, but my gosh knows I'm trying for it.

With your name being hidden (completely understandable), I am unable to look through your order and communication history with our team, so I can only talk in broad strokes to your comments and I'll do my best to address them all individually.

Cheap meats: Unfortunaltey in Australia, there just isn't such a thing as a cheap meat! Add to this that we only use the highest quality, grass fed, RSPCA approved products, I can assure you that 'cheap cuts' just don't come into consideration for us. I will absolutely look further into your thoughts on the pork and chicken though - we haven't received other reports to the same effect but we obviously won't hear from everyone, so thank you for sharing your concerns.

Swelled Meal: Again not being able to see the specific order, the fact that the meal was swelled upon arrival makes me think it might have been the Beef Brisket with Kale Salad or one of our Slaw dishes. In this instance the bloating is actually expected, because the dish contains raw cabbage. Raw vegetables continue to emanate gases that are otherwise removed when cooked - this can bloat out the packaging our meals come in. I apologise that this wasn't communicated better at the time.

Customer Service: Again, without being able to see the account it's a little difficult for me to answer this specifically for you. The best I can share is that we have a consistent Customer Satisfaction score of 4.7/5, and an average resolution time of three hours. You are not incorrect in saying that staff are sometimes overseas - our office team is a distributed workforce - meaning our Customer Service team have the freedom and flexibility to do the work they love, from the places they love. At any given time you might find a team member in the United States, Portugal, the UK, the Phillipines, or in Outback Australia. This doesn't lessen their commitment to our customers, but rather allows them to be their happiest, to bring their best selves to work.

Correct, we have added a Shipping Protection option at checkout. This is because once the boxes arrive at our delivery partners depot, they are out of our control, and sometimes things go wrong. For those that wish to add shipping protection, they have the assurance that if something does go wrong, they're fully covered. This is standard practice for e-commerce based businesses working with external courier partners. For example, if a box is delivered to your home and then stolen from your front door (which is obviously not something we are at fault for), you have insurance to cover that box.

Again TD, I'm so sorry we have not been the experience for you that we should have been. It genuinely pains me, and we're working to be better every day.

Yours in Kindness,

Abbey
Founder & CEO

Reply from Nourish'd

Mar 20, 2025

Hi Annika,

Please let me start with, I'm so sorry that it has taken so long for this review to be replied to. I have just become aware of this profile, and it will now be treated with the same care that our other channels are.

I appreciate you taking the time to leave a review for us - we are always trying our best to improve so feedback is super important to us.

I do want to address a couple of your points, just so we can maintain accuracy for any other readers.

We do offer both Subscription and One Off Ordering in the checkout. While when you see the options, it does default to subscription, you actually can't get through to the next stage without ticking a box that says 'By ticking this box I acknowledge that I have selected a subscription product that will be automatically billed per the schedule I have chosen'.

It's not physically possible for you to have checked out with a subscription without actively ticking this box. We put this here because we didn't want to be one of those companies where you are manipulated into subscribing. I absolutely appreciate you may not remember doing this, as we can move through checkouts so quickly, but you just cannot have proceeded to the next step without ticking the box.

You are correct that if you don't login and select your meals, we will auto-allocate for you. Many of our customers (about 30%) enjoy this feature as it means they can just set and forget. For those that forget but still want to choose, we do offer a 9 hour window to amend or cancel your order after it has generated. When the order is generated, you are immediately sent both a receipt and an order confirmation to notify you. I can see that you unsubscribed yourself from our emails, which does mean that the order confirmation likely didn't go through, as we are legally obligated to stop emailing you when you unsubscribe.

Regarding portion size, I totally agree that the smallest size we offer is not enough for some people. The good news is that you don't need to order two if you need more - we are the only company in Australia to offer three portion sizes per meal, so there's a size to suit everybody. Even better news, it's only an extra $1.25 to upsize!

I'll have a look into your comments around protein - when it's humans packing things like curries or other one pot dishes, we can on the rare occasional get the distribution wrong, so I will raise this with our packing team. I can see that in your email to our Customer Care team only one meal was mentioned as being low on protein, so please feel free to contact again with details of other meals if this was the case and we can look into it.

Finally in regard to have to wait 11 days from ordering - you're totally right. Depending on the day you order (and your location) there can be between a 2 - 11 day wait. We are a small, Australian owned business, and there are some ways we will never be able to complete with the large, internationally companies. We also have a commitment to freshness - so while other companies might send you something the next day that's already been sitting on their shelves for a week, we cook everything fresh once and week, and send it straight out to you. I won't deny it's touch being small and Australian owned in this space, but I'm committed to always putting quality first.

Your review also highlights that, of course, we won't be the right fit for everyone, and in this occasion I'm sorry it was you. I know you were looking for a very clean and healthy product to suit your lifestyle, and I really hope you're able to find that solution somewhere else.

I know this is a very long reply, but I wanted to make sure that not only your concerns were addressed, but other readers were able to understand the full context.

Yours in Kindness,

Abbey
Founder & CEO

Reply from Nourish'd

Mar 20, 2025

Hey Joseph - this is just the best, thank you so much!

It honestly makes my heart sing when I see people coming back over and over again to buy from my small business.

We'll keep fighting the good fight, you keep enjoying being Nourish'd!

Abbey

Reply from Nourish'd

Mar 20, 2025

Hi Richard,

Firstly - I'm so sorry this was not replied to sooner! I have just been made aware of this account, and it will now absolutely receive the same attention that all of our other channels do.

I can see that you also spoke with the team about this issue - I am so appreciative of this. We can only improve where we know we have a problem, so it's just so helpful when our customers reach out to let us know.

To reiterate your conversation with our team - this is absolutely not the norm for us. We are in no way attempting to rip customers off by replacing expensive ingredients with cheaper ones. It's not what we stand for or why we exist, and to be honest, I'm devastated that this was the first thought that came to mind. Our meals are all packed manually by human people - and while we strive for perfection - we don't always get it right. In this case, it looks like the protein amount for the smallest portion size was accidentally put into your meal - the largest portion size. There was absolutely no malice in this, just plain 100% human error.

I can see that our team credited you for not just this one meal, but several, and I wanted to also thank you so much for the 5 Start Customer Service Rating you gave my team via email.

I hope this goes a way to, at the very least, restoring your faith in the Nourish'd brand. I have spent 11 years building a product and brand that is customer first, and the very worst outcome for me is that someone would believe we are trying to rip consumers off .

Yours in Kindness,
Abbey

Reply from Nourish'd

Mar 20, 2025

Hi there,

Firstly, apologies that this was not replied to soon, I should have been aware of this Trust Pilot listing, but unfortunately it has only just come to my attention.

It is rather difficult for me to reply to effectively without details of your order history, and I can't see any orders under your name in our system, so the best I can do is point to our Google Reviews, where we have a 4.7 rating from over 600 reviews, with customers raving about our product quality.

Perhaps the one point I am able to adequately address is portion size - we do have three sizes (the only company in Australia to do so) of each meal, because we believe that every body is different and has different caloric needs. Perhaps it was a case that you ordered the smallest portion size (which is perfect for many of our customers), and one of the larger ones would have been more suited to your individual needs.

Again, I'm so sorry your experience was not great, and I would love to have more detail to understand how we could do better.

Yours in Kindness,
Abbey

Reply from Nourish'd

Mar 20, 2025

Hi Zoe,

Firstly, please let me apologise that this review is only being replied to now. I have just been made aware of this Trust Pilot account, otherwise you absolutely would have heard from us sooner.

I'm certainly not going to try to make excuses here - I have looked through your comms history and there have been multiple issues in delivering to your address. I know you heard from me in May last year (and again, apologies for that delay while I had to take some unexpected personal leave), so I'll just reiterate what we spoke about then and since.

At the moment, we have available to us two refrigerated courier companies that are able to distribute fresh product across the country. In the time period you were ordering with us, we have used both, and both have had the same issues. They are absolutely not up to the standard that we want to see, and it's been a very 'rock and a hard place' position for us for the entire ten years we've been in business.

We are constantly on the look out for new suppliers, who have the same values that we do.

While I know it is of no comfort to you, I do feel it's worth mentioning that we have a less than 1% error rate on all deliveries nationally, it just seems that your address in particular was challenging for our delivery partners.

I am hoping the 2025 will bring new opportunities for cold couriers to join the market, and we can get this right for you. If we find that partner in your area, I will certainly be reaching out to you to offer a complimentary box so we can have the opportunity to get this right for you again.

It genuinely pains me that the brand and product I have worked so hard to build, and is still a small business fighting in a very big market, is marred by the available delivery options out there.

I'm so sorry again that this has been your brand experience, and I very much hope to get it right for you soon.

In Kindness,
Abbey