Great Balls Of Flour Opiniones 

Respuesta de Great Balls Of Flour

Hace 5 días

Hi Marta,

We are sorry to hear about your experience, but we do need to set the record straight on the timeline and how we handle live, perishable orders.

You placed your order on Friday before midday, selecting standard delivery. As stated on our website, we always endeavour to ship orders placed before noon as quickly as possible—often resulting in next-day delivery—because we know our customers want their dough fresh and fast. You were sent a dispatch confirmation on Friday, followed by tracking updates directly from DPD throughout its journey, including a 1-hour delivery window notification.

When perishable goods are shipped, it is the customer's responsibility to be available to receive the package or arrange for someone to store it appropriately upon arrival. The Consumer Rights Act exceptions for perishable items exist for this exact reason: Perishable food products shouldn't be left outside on a doorstep over a weekend, as it could lead to over-fermenting and spoiling of the products inside.

Because the parcel was delivered on time, to the correct address, and wasn't stolen, our fulfilment process was completed successfully. Despite this being outside of our control, our team did not refuse to help—as a genuine gesture of goodwill, we offered a 50% discount on a replacement order, which was declined.

We take great pride in shipping fresh products safely across the country every day, but we cannot absorb the cost when tracking notifications are missed and live items are left unattended for two full days during a heatwave because a customer went on holiday for the weekend.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Hace 7 días

Hi Mark

We are genuinely sorry to hear about your experience, especially with a house full of hungry guests—there is nothing more frustrating than food prep not going to plan when you have people to feed!

Stretching live, highly hydrated sourdough can definitely be tricky if you aren't used to it, and it sounds like the dough gluten may have been re-worked or tightened up (for instance, if the dough was re-balled just before stretching). When live dough is re-balled, the gluten structure tightens up completely, making it spring back like rubber and feel impossible to stretch until it has had a few hours to rest and relax again.

We put a huge amount of effort into our step-by-step video guides and stretching tips on our website to help customers get the absolute best out of our dough, precisely because live dough behaves so differently from supermarket dough.

We would love the chance to help you get this right so you don't have to resort to cabbage soup! Please reach out to our customer support team directly with your order number—we’d be more than happy to send over some top tips (or talk you through the technique) and get this sorted for you.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Hace 7 días

Hey Mason"

Thank you for your review and for being a returning customer.

We want to reassure you that the updated packaging and the flatter appearance of the dough balls on arrival have zero impact on the final pizza. Because our dough is live and naturally active, all that is required after taking it out of the bag is to simply reshape it back into a tight ball and let it rest as usual. As the gluten relaxes during the rest period, it will rise and perform exactly as it should.

If you are experiencing tearing during stretching, it is almost always down to the dough needing a bit more time to rest after reshaping, or the temperature in the room when prepping. High-hydration, live dough needs that rest time after being balled back up so the gluten network can relax—otherwise, stretching it too soon will cause it to spring back or tear.

We are sorry to hear that our customer support messages felt repeated; our team often uses structured advice to ensure key technical steps (like resting and reshaping) aren't missed, but we appreciate how that can feel frustrating.

You still have 16 dough balls in the freezer, and they are good to go! Give them a reshape, allow them a proper rest period to let the gluten fully relax, and they will yield the exact same great pizzas you enjoyed last year.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Hace 7 días

Hi Vin,

We are sorry for the frustration caused by the delay in your order, but we need to set the record straight on the timeline and communication here.

You selected our standard 2–5 business day tracked delivery service at checkout. When you contacted us, less than two working days had passed since your order was placed. Your parcel was well within our stated operational window, and our automated status updates simply reflected that the order was actively being processed in our system for dispatch.

While we appreciate you were eager for your box, bypassing our official support channels to find and message a founder directly on their private account while on holiday is simply not the correct way to get a ticket resolved. Our customer support team handles hundreds of orders a week via our standard contact channels, and if given the chance within the actual delivery timeframe, they would have happily assisted you.

Your order has now been fully cancelled and refunded in full. We wish you the best of luck with your future suppliers.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Hace 7 días

Hey Jon

We are very sorry to hear that your order was delayed by the courier and arrived unusable—that is completely unacceptable, and we understand how frustrating it is when a delivery goes wrong.

While courier delays are unfortunately out of our direct hands on the road, failing to get this resolved for you a week later is not the standard we aim for. We want to make this right for you immediately.

Please reach out to our customer support team directly by replying to your original order confirmation email or via our website contact form with your order details. This will ensure your ticket is flagged directly to our team so we can process a full replacement or refund for you straight away.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Hace 7 días

Hi,

We stand by our product and our delivery record completely. We deliver hundreds of orders every single week, and our team personally reviewed the photos you sent in—everything in your box was exactly as we would expect for a premium, live product.

What might look unusual to someone expecting a uniform, mass-produced item is actually completely normal for real, live sourdough. Because our dough is active and naturally fermenting, it will expand and shift shape in transit. That "imperfectly perfect" look is a sign of life, not a defect, and it is precisely what gives the dough its incredible crust, flavour, and rise when fired.

When our team confirmed that your dough was completely normal, they were giving you expert advice that the product was perfectly safe, fresh, and ready to bake. Live dough behaves differently to supermarket alternatives, but the quality in the final bake speaks for itself.

While we appreciate our authentic dough might not be for everyone, we stand behind our quality, our processes, and our team's assessment 100%.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Actualizada hace 7 días

Hi,

Thank you for leaving your review, and we are really pleased to hear that you found our customer service team excellent!

To address the stickiness you experienced: our dough is intentionally crafted with a high hydration level to yield that light, airy crust with an incredible rise. Because of this, it is naturally stickier than standard mass-produced doughs straight out of the tub.

As highlighted in our user guides and video tutorials, high-hydration dough simply needs a little handling technique—a light dusting of regular flour when removing it from the container, followed by a generous coating of our Pizza Preparation Dust, completely transforms it and stops it from sticking altogether.

Regarding the courier arrival and fully rectifying your issue: if our support team is actively looking into a resolution or courier claim for you, please rest assured that they will follow through and get everything sorted.

We appreciate your patience while the team finishes handling this for you, and we're confident that once you try stretching it with the prep dust, you'll love the end result!

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

13 jul 2026

Please can you provide your order number and could you confrim that you replied to the order confirmation email you will have received as that is the best way to get the fastest resolution as it links your order with your name. We cannot identify you with the initial ST only on Trustpilot.

Respuesta de Great Balls Of Flour

13 jul 2026

Please contact customer support - this sounds like it may have been lost in transit.