Britishonlinesupermarket Reviews 

Don’t order from these guys if you live in Canada - the only courier option they provided me was DHL shipping, a shady & slimy company who have now repeatedly lied to me and are holding my purchase hostage, saying they won’t deliver until I pay them $20 to cover the item’s ‘duties & import fees’, even though according to the paperwork that DHL themselves sent me, the six small boxes of tea (£9.54 total) that I ordered are exempt from import/duties/taxes. This means that the ‘shipping & handling’ that British online supermarket charged me (£22.54) doesn’t actually cover the costs of getting my purchase delivered to my door, even though there’s no import/duties/taxes owed (order #000031187). Thanks for nothing, British online supermarket. I was looking forward to being a regular customer of your site when I found you carried my favourite tea, but that won’t happen unless you switch to using another carrier other than DHL, or include what are apparently DHL’s standard processing fees in your prices.

*British online supermarket has now replied to my review saying they also use FedEx and Parcelforce, depending on where you live in Canada. DHL was the only option I was provided, I’m in Hamilton Ontario. Tell me, does FedEx add a secret ‘processing fee’ to the cost of packages that they repeatedly masquerade as ‘import duties and taxes’ (several emails, several texts AND 2 phone calls) ON TOP of the shipping and handling British online supermarket already charged me? Well, that is exactly what DHL is doing to me. DHL themselves gave me the paperwork that showed my package is exempt from import duties/taxes, but here is what DHL keeps sending me via text, email, & phone calls:
“Payment of import duty/tax is still outstanding for DHL Express 4378478300 from BRITISH ONLINE SUPERMARKET. Pay securely to del.dhl.com(...).
If my package is exempt from Canada customs import duties/tax (of which I have proof), and British online supermarket ALREADY charged me for shipping *AND HANDLING* (which I have proof of in an email from them), and DHL’s own paperwork they submitted to me says the extra $20 is actually a ‘processing fee’ (despite them repeatedly lying verbally and in print by repeatedly saying it’s import duties/taxes that I owe them), and 3 different DHL reps I’ve spoken to say the ‘processing fee’ is to cover the processing of the customs paperwork, how the heck is that not covered by the HANDLING part of shipping and handling?
British online supermarket told me “Canadian customs are separate to our business and the couriers we use” and “they have no control over the rules for importing into Canada” - which doesn’t jive with what I’m experiencing. My purchase isn’t subject to import duties or tax, so BOS can’t tell me customs/import charges aren’t their fault; that’s not what I’m discussing here - it isn’t Canada customs that is charging me the extra money, it’s money DHL themselves are adding on that goes directly and only to them, and Canada customs isn’t ordering them to do that. British online supermarket have been dealing with DHL for what I’m assuming is quite some time now; I highly doubt I’m the only person who has ever approached British online supermarket about their courier’s practices. It’s not Canada customs I’m complaining about here - British online supermarket is knowingly using a courier who tacks on additional fees whether or not there’s import duties/taxes, and nowhere was I clearly notified that the shipping and handling that BOS charges won’t actually cover courier handling costs.

Update: it’s June 1 now, I never received the goods I purchased because once I figured out a way through DHL’s fraudulent scamming and was able to go pick up my package from DHL sans customs-fee, I was notified that my package was returned to the vendor at their request; BOS never contacted me or notified me of this. I have tried repeatedly to contact BOS over multiple emails, I’ve even tried sending them from 2 different email accounts as I wondered if they maybe had started sending all my messages to spam, and I have gotten NO replies to either email address. I’ve repeatedly requested a refund since I purchased goods I never got because BOS rescinded them, and they’re ghosting me. I would call their customer service skills horrible, if there were any skills to speak of. They have shown no desire to listen to, communicate with, or serve customers. I will apparently have to chase a refund for the tea I never got through my bank. Thanks for nothing BOS.

Absolutely horrendous .
I placed my order nearly 6 weeks ago now - an order of £100 ! They have my money and I have Nothing .
After 4 weeks of waiting I have an email saying they couldn’t find a product so they couldn’t send it , I had assumed by that time that my order would be sent - but no abs they had failed to keep me up to date with that .
They then told me they would ship my order which again took another week . The order is now stuck at customs as I am now required to pay an extra charge on receiving this package- I was not informed of this when placing the order and I am not happy to pay even more money .
I assume the foods I’ve ordered for my baby are close to their sell by date after waiting ao long so I requested a refund - to which o was refused .
The associate I’ve spoken to on Facebook is very rude and very unapologetic .
Order with another British store online - this has been by far the worst one I’ve dealt with

JUNE 2021...5 months later - I have no order and no retuned money

JUNE 2022 … no order and no refund ever received . Disgusting company

I'm a Scots expat, based in South Korea, and I often shop with British Online Supermarket for my essential foodie links to the UK. The BOS was shut down for a while because of the Covid-19 pandemic, but I'm happy to see that they are up and running again, albeit at a slightly lower capacity, with a limit of 3 of any item. Despite that, the range of products is very good, prices are very competitive and the service is always excellent. All the goods are very carefully packed, so in several years of using BOS, I've only had a breakage twice, and these were the fault of the carrier, not the packing. I heartily recommend BOS.

A little bit confusing at first with not receiving any confirmation or shipping details, but their customer service was extremely good. They replied very quickly to my concerns and always let me know what was happening with my order when I contacted them. The package arrived in about 3 weeks from the order date, which is amazing since half the country is in lockdown. To other customers I would advise just being patient and being kind. I would buy from here again, thanks!!

A long wait for rest of order
Excellent value in the products, but poor show in contacting British online supermarket if you don’t receive all your order. This has gone on for weeks now. I’ve made many phone calls had promise of call back nothing. I’ve sent many emails received automated response nothing else. Totally frustrating

UPDATE 05/01/2021: Following my review before Christmas, once I eventually received the email relating to the dispatch of the products, communication was good and the package arrived (before Christmas) well packed and with all available listed products. Of products which were unavailable (and knowing that I had not selected the option of having substitutes), the money was refunded to me quickly.

Really, really hope that in 2 weeks or so, I will be back on here reviewing this company in a more positive light, but for now, such a small thing as not being told when I can expect my order of Christmas home comforts is making an upsetting situation of not being able to fly home to the UK to see my family for Christmas due to COVID restrictions even more depressing. I used this company because they had certain items other similar companies didn't have but, as other reviews have said, I ordered on 12th November and am still none the wiser of if I will receive my order before Christmas and whether it will even contain half of the products I am waiting for or not. I ordered some other products with Britsuperstoreonline.com at the same time as ordering on this site and received that order 7 days later!!!With this company, we are 3 weeks on and the only 'help' I am offered is the passive aggressive suggestion that I am free to cancel my order at any time. I shouldn't have to be forced to cancel my order. I am happy to give you my business and happy to wait a couple of weeks but it's all about communication-tell me when I can expect my order and if it is complete and I will probably get off your case and wait patiently for it. But leaving someone hanging when they are already feeling a bit sad at Christmas time is not on!

Echoing the statements from Jonathan. Worst customer service I have ever encountered in my life, and it's not even close. Placed an order on November 9th and paid in full. Never heard a word back. Reached out via email to check on order status on November 24. Never heard a word back. Sent a Facebook message to them a few days later, and never heard a word back. It is now December 3rd, and still nothing. THIS WEBSITE IS AN ABSOLUTE SHAM!

Able to take my money in seconds. Unable to process my order in 3 weeks. Unable to reply to my query about this as of 3 days. Will likely take months to get my money back. AVOID!

I am very impressed with the professionalism and customer service. Any items that were unavailable were timely credited and, in view of the current pandemic, I was surprised to receive most items ordered. In addition, everything was beautifully and securely packed in bubble wrap and it truly felt like Christmas opening the box! I would definitely order again and intend to recommend to many Brit friends living overseas.

I ordered Bonjela Teething Gel from them. After paying $20 duty I opened the envelope to find they'd sent Adult Bonjela by mistake. Mistakes happen so I was prepared to work with them to resolve it. Two unanswered emails later and no response.

I have been trying to place an order for two days, I have contacted the company , and no anwers from them, The web always give's a error message "Contains Invalid Character: paRes.
I hope that some day I will have a response.

I would like to tell you how fantastic your service is. I ordered 12 jars of Marmite at 13:30 on the 26/10/2020. My order was delivered to lake Macquarie NSW at 13:30 on the 30/10/2020. Via DHL. Thanks you so much. Will definitely be ordering again.

Just thought I'd share my experience as I think this may help other potential buyers.

So I placed an order with British Online Supermarket on 21st September. Payment was deducted from my card a few days after. Having not received any news or confirmation of the order, I contacted them via Chats (Messenger, so Facebook) and received a response an hour after with a rough estimate of how and when my order would be processed. They asked me whether I wanted any unavailable items refunded or supplied with replacements. I then chased them a week after, and was told half of my order had been shopped for, and the rest would be done the following week. Five days after that, and not having heard anything back, I emailed thewm again through Chats and got a response stating that one of the item ordered was out of stock and although I had asked for no replacement, I then accepted the substitute. Order was despatched the following day.
I just received my order today and have to say I'm very impressed by the quality of the packing, all items that could potentially leak being protected with bubble wrap. All items that were due to be sent out were received. It really felt like Christmas opening the parcel!

So although the shop could do better in terms of speed (all in all, a whole month between placing the order and receiving the parcel in France) and communication (I only got news after chasing them myself), overall, I am happy and will definitely buy from them again.

I ordered and paid for an order which was eventually sent to me in the USA. The shipment arrived in New York where it was rejected and sent back to British Online Supermarket
I have written to them on three occasions asking for information but so far, none has been received.
**********
Thank you for your response. I believe its the Bovril that Customs objected to. In that case, could you please resend my order minus the Bovril.
Thank you

Just received my first delivery from British Online Supermarket to me in the Dordogne. I am very impressed with the way the box was packaged, with all my goods wrapped with loads of bubble wrap and tape. I had to phone them about a query and the lady i spoke to was very pleasant and helpful. I will definitely use this company again.

Great service. The packaging of the goods was excellent, plenty of bubble wrap, in a box of a size that corresponded with the contents, so everything held in place. The order was dispatched within a reasonable time. Delivery was a bit slow, but that's the result of choosing the most economic option, surface mail, with the consequent hold ups with DHL and the French post office, not the suppliers fault.

The package arrived in good order and we were refunded for items that were unavailable. I would have preferred to hear off the company about problems with getting the items rather than read about it. Communication is everything. However we are happy with what we have

Over two weeks after my order and several attempts to contact this online shop by e-mail, I have still no reply when my order will be delivered. Covid-19 is no excuse to ignore your customer!
I contacted PayPal to get my money back.
In the future I will stick again with "Britsuperstore". With this online shop I never had any problems.

I made an order nearly 3 weeks ago and like many others my credit card was deducted immediately. I also sent an email as I required a particular item and did not want to pay postage for the other items I ordered if this item was not in stock. It took 10 days for this company to reply and I was still none the wiser whether this particular item was in stock. I sent another email and requested a reply by return but have heard nothing since. I have tried several times to contact them by phone but get an answer machine each time. I also made an order from another online shop and received my order within 10 days. This company do not communicate and there is no customer service. Beware - I thought I would give them a chance but now regret it. All I want to know is can they meet my order and when can I expect to receive it? IS THAT ASKING TOO MUCH?

I am very upset and frustrated with this company. I placed an order on 27 August. My credit card was debited a few days later. Since then I have heard nothing. I have sent three chase up messages but they have been completely ignored. I can understand delays for COVID and am quite happy to wait a few weeks, but not acknowledging my enquiries or even informing me on expected time of delay and possible delivery dates is completely unacceptable.