MARIAGE FRÈRES Reviews 109

This company claims on their website they can ship to the U.S. but they do not send the documents that they will need to send for food enter the U.S. so your package will be stuck at U.S. customs. I have FedEx reaching out and asking me to fill in documentation about food importing? I reached out to company, and as other users reported their customer service is inexistent. No response. They might have a good product but I am afraid I will not be trying it any time soon.

Finally the product arrived, It's really nice.
So 5 stars for the product but 1 star for the service (it was a Christmas gift and arrived on January8th)

Ordered on the 1st of december 000139913 never arrived!!! Wrote 6 times to customer service but never got an answer! Spent more then 150€ and cant get a refound! This is embarassing! BE AWARE!

Do not order from them in the US!!! You will not receive your package and the customer service does not exist. They won’t return your money and will not respond!! If you try and leave a comment about their issue on their instagram, they will delete them !! That have horrible customer service and don’t return your money.

A few years ago I ordered tea and food from Mariage Freres, and I had a good experience with the purchase and the products. However, a recent experience was not good at all. I again ordered some tea, a teapot, and cookies, and the items were shipped via UPS in a few days. But after a couple weeks I had not received the items. I checked the UPS tracking info, which said the package was being held in Philadelphia and that they needed additional information from the sender in order for it to be processed through customs. After more weeks I checked again, and UPS said they had received some information, but the package had not yet been cleared through customs. After more time I checked again and now the UPS site said the package had not been cleared by customs and it had been destroyed. I then went on the Mariage Freres site and completed their "Contact Mariage Freres" form explaining that I had not received my order and I included a copy of the tracking info from the UPS site. I got an automated email saying they had received by message, and they would get back to me soon. After waiting three weeks, I still had not heard from them. A then again completed their Contact form, and again received an email that they had received my message, but again, I never got any response from them let along them reshipping my order or giving me a refund.

I have never had to do any returns or complaints about the company, so maybe my review won't be as good as others who have had issues.

Every time I have ordered from them, the tea has been packaged well, nothing broke, everything is organized, and most items shipped within 2 business days (within the European Union).

The teas are of the highest quality, and I have a box of their sables coming to me on a regular basis.

I have recently ordered items for over 500 Euros in 3 different parcels. The shipping was pretty fast. What all had in common was that they were poorly packaged. Some boxes got damaged, too damaged to make it a gift which was my plan. MF asked me for pictures. MF was quite slow in reacting to messages, so I sent the same messages over and over again to make sure my messages were received (e.g. after not getting a response after one week). It took about 2 weeks to receive a return label and I was refunded the money 9 days after MF received the parcel.

Ordered six different teas worth 164 euros. I recieved ONE even though the packing slip said that they sent all six. The box didnt event fit all six so this was att total scam.

They don't respond to emails.

I ordered white tea from thus company totalling £103. However it never arrived. I phoned the london branch only to be told that I had to contact their Paris brach as all the online orders came from Paris. The London brach had nothing to do with online orders and couldnt contact their other branch for me. So I contacted the Paris brach with numerous emails and phone calls with no responce. I again contacted the London brach to explain this and was again told that they were unable to help. So I have paid £103 for tea(!!!) and not received anything. This should be illegal. I have reciepts and credit card statements proving everything but they are uncontactable.

Ordered two boxes of tea, after two weeks they have not arrived. I have tried contacting customer support several times and no replies. Will now need to contact credit card to dispute payment. I would avoid buying anything from them online.

They have great tea, but they won't help you in case of an issue with your order.

Poor customer service and the delivery company they use is extremely bad. I have placed an order on their website, the value of my order was over £100.00, their delivery company claimed that they could not deliver the package on 26.02.2024 as there is no one at the delivery address. The delivery address is my office address and we have people at this address from 8:30am to 6:30pm. I have contacted their customer services on number of occasions but matter still not been resolved. Have to contact my credit card provider to dispute the payment.

I’ve been buying their lovely tea's for a few years.This autumn I received tea that tasted of nothing. It should’ve been Earl Grey, but I can swear it had never been in contact with any bergamot. I contacted customer services by email, they did not respond. I contacted them a week later, they did not respond this time either. I’ve written to them on the webpage by the contact formulary and they have not responded. Usually the teas are lovely and when I’ve contacted customer services before they have responded but then it has been about questions regarding the products, never a complaint. I find it very rude not to answer a customer complaint. Not only rude, it is unworthy and I will now look for another tea producer.

I ordered a shipment to Austria. I was not home and DHL did not bother to leave it with the shop next door as they usually do. The shipment was returned to Mariage Freres (I can track it online). They received the returned package and did not bother to confirm this. I e-mailed customer service 8 days ago to ask for a refund (even store credit was ok), no response yet. Ridiculous customer service for supposedly some of the finer (and more expensive) tea in the world. In this day and age to allow for this kind of lack of customer service is shameful.

An appalling and dishonest Company. We bought smokey Lapsang on 11th January and found it tasted of absolutely nothing. Pretty package and very expensive but the contents might as well have been sawdust. We are Lapsang experts and drink Dammain Freres(another French company) and even Twinings is just about ok. Was returned straight away at our expense and only a month later did we get an email. Their attitude is a disgrace, no exchange, no refund, basically my wife was told to p*** off. The unhelpful worker there in the Covent Garden shop is Jessica. What an arrogant bunch and they are trading unlawfully as their product is not fit for purpose. Never buy from this lot-ever!!

They messed up a $150 order worth of tea. I ordered $60 worth of Marco Polo. Whatever was sent IS NOT IT. I asked if they changed the recipe, because whatever this was isn't Marco Polo.

It's been a week and 4 days and still no response.

I pray you never get your order messed up or YOU ARE SCREWED!!!!

92 Euro lost. Order from September 26 (total cost Euro 92, including Euro 17 (!) for delivery) was supposed to be delivered by UPS. I used the UPS tracking number to check the status of the delivery, which indicated that UPS could not deliver to my address because the street number was missing. I immediately emailed Mariage Freres Mail order Dpt. asking them to complete the address, as UPS requires. No response. I sent a second email on October 2. No response. UPS returned the order to Mariage Freres. Still no response. Never again.

Mariages Freres has wonderful tea without a doubt. I ordered a glass tea mug from mariages Freres for 270 euros which arrived defective. I wrote Mariages Freres several times by e-mail with pictures etc. until today I received no response. This is not customer service !!!

The products are expensive, but excellent quality and beautifully packaged. It took a while to get the delivery because the company uses Colissimo (possibly the worst postal service on earth) so I would urge caution if you are getting delivery to one of the countries where Colissimo will be used. I did not get a reply to any of my emails but when I called Mariage Freres they were helpful in getting the issues sorted and offered to provide a replacement if the product didn't arrive.