Lost Parcel, Zero Help My parcel never arrived - Evri has had it as out for delivery for days and I can’t get help from anyone. No response from Sous Chef, no help from the courier, and I’m lef... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Bought a 24 piece dinner set ordered as individual items, I was able to choose a Sunday delivery free of charge and it arrived really carefully and thoroughly packaged. One of the bowls was missing (h... See more
Company replied
Following a disappointing failure to deliver a package in time for Easter, Sous Chef reached out to apologise and refunded the product and shipping fees. Their courier service let them down (and thei... See more
Company replied
I have used Sous Chef now a few times and I will continue to do so. The product is second to none. Really amazing quality. Delivery is prompt and very carefully packed, so nothing can get damaged dur... See more
Company replied
4.1
Great
362 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 92% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Crap delivery and no communication from Sous Chef
I’ve given this a 2 rating for my experience.
I ordered a present for my partner. He only wanted a certain cooking set for his birthday. I ordered it, and got free delivery with Evri. On Saturday I got notification it was due to be delivered.
After not being delivered I checked and there was no update on Sunday, still stating it was due to be delivered on Saturday (the day had now passed).
I reached out to Sous Chef and all I got was a bot with no help. There was no communication just told to wait for the delivery. I tried explaining the issue and never got a response.
There should be a number you can call or a human to speak to.
My partner didn’t get his present on his birthday. It finally showed up today at the front door, no updates from Evri or Sous Chef and my partner found it on his way to work.
This was my first time ordering and the absolute last.
July 18, 2026
Unprompted review
Advertisement
I like Sous Chef a lot
I've been shopping with Sous Chef for over a decade. I think it's tough to leave a helpful review unless something has gone wrong, not because I want to bash, but because how a company solves an issue tells you everything that you need to know about them. Well today, for the first time in ten years, something went wrong when my parcel was abandoned on the doorstep in pieces (thanks, Evri!). Sous Chef package items really well, so there's nothing they could have done to prevent it (except not sending via Evri). I contacted them via the webform and they'd put through a replacement order within 5 minutes. They've always been reliable and fast to ship, and they're often adding interesting new product lines. If I have a quibble, it's that they dropped the tubs of confectioner's fondant glaze that led me there in the first place! It's a gem of a good quality ingredient supplier that haven't let their standards drop even as their business has grown, so looking forward to shopping with them for another ten years.
June 22, 2026
Unprompted review
Reply from Sous Chef
Hello Lee,
Thank you so much for being such a loyal customer and shopping with us for over a decade! Your kind words about our service are much appreciated. We’ve also passed your note about the fondant glaze straight to our product team to consider. We are so pleased being your go-to ingredient supplier and look forward to your next order.
Best wishes,
The Sous Chef Team
Very poor service
Very poor service. Do not use this company. My loaf tin - after one use - went all rusty - all over inside and out. After initially realising the item was not up to standard and apologies Sous Chef then did not want to take any responsibility and instead provided me with a long list of instructions plus some bits to purchase to 'treat' the tin. Telling me 'not to worry' Obviously I dont feel comfortable using a tin that is covered in rust. It also left a mess all over my kitchen top - luckily most of it came out but I am left with one stain on my work top that Sous Chef are doing absolutely noting to help sort. Incredibly disappointing.
June 20, 2026
Unprompted review
Reply from Sous Chef
We are sorry for any frustration caused by this experience.
Our technical team has reviewed this issue and confirmed that due to the nature of the material, this tin will rust if not fully dried and cared for after use. Because this is a characteristic of the metal rather than a manufacturing defect, it isn't considered faulty or covered under warranty. We are sorry you aren't willing to try our care tips, as we're confident they would restore the tin to good use.
We have reached out to you directly to offer a resolution regarding the tin. Regarding your worktop, because stain removal depends on many individual factors, we recommend contacting your surface manufacturer for the best advice on how to treat it.
Best wishes,
The Sous Chef Team
Junk Mail spammers
Having been told to not spam or junk mail - Souschef will do this anyway as they have with me. Any company that ignores a customer's request of course loses their custom and anyone they tell who agrees.
Lucy - Sorry you can't find my emails I included one in this conversation... to which your team replied.
June 17, 2026
Unprompted review
Reply from Sous Chef
Hello Jon,
Thank you for reaching out recently!
We are very sorry for any frustration caused with any marketing materials you have received.
Unfortunately, we are unable to see that you had been in touch with us directly before recently. I am pleased to hear our team has resolved this for you.
For future, to opt out of marketing emails, scroll to the bottom of a marketing email from us and click 'unsubscribe'.
To be unsubscribed from postal marketing you can contact us at hello@souschef.co.uk for this to be actioned.
Best wishes,
Lucy
Very poor customer service.
I ordered a Korean food kit as a birthday present in good time. The parcel took a day longer than expected but when I opened the gift the cookery book was inserted into the cover upside down. I emailed the company and got an AI response, phoned the next day and was given an undertaking that I would have an outcome the following day, there was no contact and I am still waiting and have had to purchase another present.
Very poor customer service.
June 12, 2026
Unprompted review
Reply from Sous Chef
Oh no! This certainly does not sound like our usual level of service. I believe we have now been in touch to get this resolved for you. When rare or unusual situations happen, we do require a little time to investigate them thoroughly so we can prevent them from happening again.
If you need any further assistance or if there is anything else we can do to make this right, please call us on 0800 270 7591 with your order number and I'd be happy to help. Sincere apologies again for the frustration and inconvenience caused.
Best wishes,
Lucy
Advertisement
Excellent give them a try
Hands down this is a great company that sell exceptional products, I stumbled across it last year when needing some perforated baking sheets. I have to say they are excellent with just the right amount of contact (marketing wise). Every order has been really well packaged by someone who clearly cares (packaging is excellent quality and fit for purpose). I’ve placed several orders and have been delighted with every single one. Give this company a go you won’t be disappointed.
June 8, 2026
Unprompted review
Reply from Sous Chef
Hello MT,
Thank you for sharing your positive experience with us! We are delighted to hear that the perforated baking sheets and packaging quality have met your high standards across multiple orders.
Our team works hard to ensure our communication is helpful, so it's wonderful to know we've found the right balance for you.
Thank you for your continued support and for recommending to other - it means a lot for a small, family business!
Best wishes,
Lucy
Amazing
A year ago, I found Sous Chef and made my first purchase with them, and ever since, my experience with them has been excellent, with their customer service and the virtual cooking session. I love Sous Chef. And that's why I gave a high score.
June 10, 2026
Unprompted review
Reply from Sous Chef
Hello Claudia,
Thank you for the fantastic review!
We love hearing that a year after your first purchase, you're still having an excellent experience with us.
Delivering top-tier customer service and high-quality virtual masterclasses is exactly what we set out to do, and we're so pleased to have you in our culinary community.
Thank you for your support and happy cooking!
Lucy
Item ordered was never delivered within…
Item ordered was never delivered within the expected time. Several calls and feedback emails were all in vane. Very sloppy end-customer service, not up to the standards they seem to present for themselves.
June 5, 2026
Unprompted review
Reply from Sous Chef
Hello Federico,
I am so sorry to hear about your delivery and your overall experience!
I can confirm that we have now actioned your preferred resolution to help make things right and we will continue to look into improving the experience. I am pleased to hear your order has arrived and apologies once again for the inconvenience caused.
Best wishes,
Lucy
They do stock an amazing range of…
They do stock an amazing range of brilliant produce, but like some other reviewers I was caught out by the seeming opacity of their reward scheme. Having spent a good deal of money of several years I decided to cash in my rewards. The process does seem quite complicated, and I found that my rewards seemed to have disappeared during the checkout and had not been added. I contacted them to ask how to sort out this issue….nobody bothered to reply.
August 20, 2025
Unprompted review
Reply from Sous Chef
Hello JS,
Thank you for your kind feedback on our range!
However, I am sorry to hear about your experience with the reward offerings. You can find all the information on our website here: https://www.souschef.co.uk/pages/rewards
If you need any further assistance please feel free to email me at hello@souschef.co.uk with your order details. We are awaiting to hear back from you with further information so we can best assist you.
Best wishes,
Lucy
Advertisement
This is a first class business
This is a first class business. Their product range is totally unique and their customer service is excellent, fast and comprehensive. Can't recommend Sous Chef enough
May 29, 2026
Unprompted review
Reply from Sous Chef
Hello Nigel,
Thank you for taking the time to share your wonderful feedback! We're glad we could deliver the fast service and unique products you expect from us. Recommendations like yours make a huge difference.
Happy cooking!
Lucy
Sous Chef are a first class company…
Sous Chef are a first class company offering excellent products which arrive as fast as light. If something goes wrong they are right there to help, even when the problem is the courier and not them, they take care of everything.
May 4, 2026
Unprompted review
Reply from Sous Chef
Hello B. Miller,
Thank you for taking the time to share your positive experience. It’s wonderful to hear you are enjoying our range of products and our service. Cheers to many more delicious meals ahead!
Best wishes,
Lucy
Excellent service
Excellent service, I would highly recommend Sous Chef!
Alongside with the huge variety of products that they offer, I find the recipe section on their website fantastic!
May 14, 2026
Unprompted review
Reply from Sous Chef
Hello Monika,
Thank you so much for the 5-star review! I am pleased to hear you’re enjoying both our product range and our recipe collection. Our team puts a lot of love into sourcing unique ingredients and creating dishes to match, so it’s wonderful to know they’ve been helpful to you.
Happy cooking!
Lucy
Very good service and price
Order arrived on time and was very well packaged. The Red Boat fish sauce was the best price I could find online. Will use again if the price stays competitive.
May 5, 2026
Unprompted review
Reply from Sous Chef
Thank you so much for your feedback!
It’s wonderful to hear that your order arrived safely and right on schedule. We take a lot of pride in making sure everything is tucked away securely in its packaging.
We were also so happy to see that our pricing stood out to you during your search. It’s always a win when we can help our customers get their favourite essentials like Red Boat fish sauce at a great value.
We look forward to hearing from you again soon!
Best wishes,
Lucy
Advertisement
This is a great site with excellent…
This is a great site with excellent fools and just about any item you can think of connected to the food industry. Just be careful as I almost bought from sourced-UK which is a scam site and nothing to do with this one.
July 22, 2025
Unprompted review
Reply from Sous Chef
Thank you so much, Maria, for your kind words about our range of tools! We are delighted to be your top choice for your culinary needs. To help ensure you are always shopping securely with us, please remember to only place your orders directly at www.souschef.co.uk
We look forward to hearing from you again soon!
Best wishes,
Lucy
Great people gave me a refund when i…
Great people gave me a refund when i had made a mistake will certainly use them again
April 22, 2026
Unprompted review
Reply from Sous Chef
Thank you so much for the 5-star review!
We appreciate your kind words. We understand that mistakes can happen, so our team made it a priority to process your cancellation request and refund promptly to ensure a smooth experience for you. We look forward to hearing from you again!
Best wishes,
Lucy
Reply from Sous Chef
Hello Tiana,
We really appreciate you taking the time to share your experience! It’s great to know the products hit the mark and that we could get back to you quickly. Happy cooking!
Best wishes,
Lucy
Good response to customer complaint
Following a disappointing failure to deliver a package in time for Easter, Sous Chef reached out to apologise and refunded the product and shipping fees. Their courier service let them down (and their first response to my complaint was from their AI customer service bot and was unhelpful). But when their people got involved they resolved the issue quickly and with kindness. Things go wrong but good companies find ways to fix them - nice job Gemma.
April 2, 2026
Unprompted review
Reply from Sous Chef
Hello Su,
Thanks so much for your feedback and patience!
I am sorry to hear about the delivery mishap with DPD over the Easter break. While we sometimes use AI to assist in communication, our goal is always to provide timely and helpful responses. I’m so sorry it missed the mark this time.
I’m really glad Gemma was able to jump in the moment we got back to get everything sorted for you. I’ll be sure to pass on your lovely comments!
Best wishes,
Lucy
Advertisement
AVOID AT ALL COSTS!!!
AVOID AT ALL COSTS!!!! I ordered some goods on the website. 10 days after my order, the parcel supposed to be delivered by Evri has not arrived. It is advertised on the Sous Chef website and confirmed in the email that the order is expected to be delivered within 2/3 working days. I eventually received the goods 11 days after my order. The customer service did reply and apologised but I have not received any explanation for this delay. They did not read or understood my message; although the parcel was delivered before Easter, it was delivered to late to give the gift to the person I wanted to offer it … This is appalling service and misleading delivery timeframes advertised by this Company.
March 31, 2026
Unprompted review
Reply from Sous Chef
Hello Francois,
Thank you for your updated feedback. Please accept our sincerest apologies for the delay with your order; I am very sorry to hear that it arrived too late for your gift exchange. This is certainly not our usual level of service.
While your order was despatched promptly from our warehouse, it encountered an unexpected delay at the courier's local depot. As soon as we were made aware of the issue, our team worked hard to track the parcel down and help resolve the issue.
I will be reaching out to you directly to investigate your experience further and provide additional support to make this right.
Best wishes,
Lucy
Second to none
I have used Sous Chef now a few times and I will continue to do so. The product is second to none. Really amazing quality. Delivery is prompt and very carefully packed, so nothing can get damaged during transit and the one time I had a small issue when trying to place an order online, I received help late Friday evening (cannot remember exactly but believe it was 10pm). All in all my favourite online shop!
March 14, 2026
Unprompted review
Reply from Sous Chef
Hello Sina,
Thank you for sharing your experience! We are delighted that you are pleased with the quality of our products and our transit packaging. Providing timely support is a priority for us, so we’re glad we could help you out that Friday evening. We truly appreciate your continued support!
Best wishes,
Lucy
Very good selection and quick
Very good selection, very good delivery and great customer service
Would use again
March 11, 2026
Unprompted review
Reply from Sous Chef
Hello Jordann,
We really appreciate the kind words! It’s great to know we checked all the boxes for you. Thanks for choosing us, and we look forward to hearing from you again.
Best wishes,
Lucy
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.