A H

Hi,

Thanks for sharing your experience.

We understand how inconvenient it is when mandatory verification steps create a barrier to getting the items you need.

To clarify, Yoti provides the digital identity verification software used by retailers to comply with UK age-restriction laws, but we do not set the legislation or the specific acceptance rules for retail orders.

That said, you shouldn't be left without a way to complete your purchase. If the automated check is failing, we encourage you to contact the retailer directly. They often have alternative manual verification processes available for customers who face accessibility challenges or lack standard digital ID documents.

Kind regards,

The Yoti team

Hi there,

We’re really sorry to hear how frustrating this has been, and we completely understand why receiving a box you no longer wanted after a failed payment would feel particularly confusing and upsetting.

Marro is a rolling subscription, which means boxes are automatically scheduled unless the subscription is paused, changed or cancelled before the relevant cut-off. We always send a reminder email before that cut-off, giving customers the opportunity to make any changes to their upcoming box.

If a payment initially fails, we may still send the box (as 'a box of grace') rather than leave a cat without their food. The payment then remains outstanding and is automatically retried afterwards. We appreciate that this process can feel counterintuitive if you’re expecting a failed payment to mean the order is automatically cancelled, and we’re sorry if that wasn’t clear in your experience.

Our cut-off is also final once it has passed. This is because, by that point, our kitchen team has already begun preparing the food, and the boxes are packed and processed alongside hundreds of other orders. We unfortunately can’t pull individual boxes back from this process once they’ve reached that stage. We do explain the cut-off within the reminder emails so customers have the opportunity to make changes beforehand.

That said, we absolutely don’t want you to feel like there’s no one here to help. We’d really like to look at what happened with your account specifically and make sure everything is now stopped or resolved correctly.

Please email us at meow@marro.com with your details and we’ll take a proper look, our team is working through conversations oldest to newest to make sure nobody is missed.

We appreciate you taking the time to share your experience, and we’d genuinely welcome the chance to look into this properly for you.

-Georgia
(Customer Love Team Leader)

Thank you for the review A H, this doesn't sound good. My team & I will be happy to get to the bottom of this for you, please reach out to us on Social Media by sending a private message on Facebook, Instagram, X or LinkedIn & we'll do our best to help. Thanks, Helen

Thank you for your review.

We’re really sorry to hear how disappointed and frustrated you are following this experience, and we sincerely apologise for the delay in responding to your concerns.

We completely understand why you feel upset regarding the Lucky Dip items received and the outcome of the investigation. Please be assured that we would never intentionally accuse any customer of being dishonest, and we’re sorry that our handling of this has made you feel this way.

We can see that our customer service team have now reached out to offer a reship of the items believed to be missing. To put things right and avoid any further inconvenience, we have offered to arrange a reshipment of the missing items to the same address on the soonest available delivery date.

We truly appreciate you taking the time to share your feedback, and we’re very sorry that on this occasion we have fallen short of the standards you expected from us after being a loyal customer for many years.

Hi, ​

Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience with your most recent bill. It would be great to help turn things around and discuss what's happened further.   ​

If you give us a call on 150 from an EE mobile, or 07953 966 150  from any other phone, you'll be able to speak with one of our guides for help, including raising a complaint about the experience you've had. If you remain unhappy, you can request to take your complaint further.  ​

For other ways to contact us, please visit our website: https://ee.co.uk/contact-ee ​

Thanks – Georgia