Great Balls Of Flour Opiniones 

Respuesta de Great Balls Of Flour

5 jul 2026

Hi Angela

While we understand your frustration about your dough exploding in the heat, we have to be completely clear about where the responsibility lies here.

We send tracking notifications and dispatch notes ahead of time for every single order so you know exactly when your box is arriving. Because we are shipping perishable items, it is the customer's responsibility to ensure someone is available to receive the delivery or retrieve it promptly.

DPD always takes a photo confirming exactly where the parcel has been left. If a parcel is left in a safe place like behind your bins because no one was home, that is standard courier protocol, not a failure of our service. Leaving a box of live dough outside in the heat for an extended period means it will naturally over-ferment and expand—which is exactly what happened here.

Our team refused a refund because, from a fulfillment perspective, all of our processes were completed perfectly and the order was delivered to your property on time as tracked. We cannot absorb the cost when a customer is not available to collect a time-sensitive delivery.

We would like to extend the offer of a 50% discount on a replacement order but are unable to offer an entirely free refund as we have followed our processes correctly, as had DPD by leaving the parcel on your property at the time of delivery.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

5 jul 2026

Hi Sarah,

Because you have only left your first name on this review, we have been unable to locate your details, order history, or any support tickets in our system. Without an order number or email address, it is impossible for us to know what went wrong or comment on your experience.

We pride ourselves on our product quality and our customer service, so we would love the opportunity to look into this for you.

Please get in touch with our support team directly with your order number so we can investigate exactly what happened and work to make it right.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

5 jul 2026

Thank you for the review. We have looked into this and can see that you ordered it on the 30th June and we dispatched it on the 30th June but DHL appears to have lost it.

We cannot see any record of you contacting support to inform us of this. Had you contacted support we would have arranged a replacement.

Please can you reply to the order confirmation email you received and our support team will resolve this really quickly.

We are genuinely sorry that DHL has not delivered your order.

Kind regards

Team GBOF

Respuesta de Great Balls Of Flour

5 jul 2026

Hi Adam,

We're really sorry to hear about your experience, and we want to extend our heartfelt apologies. This is definitely not the kind of service we aim to provide, and we completely understand how frustrating this situation must be for you, especially considering all the effort you put into securing your date.

Here’s a bit of insight into what happened: last month, we upgraded our systems for managing delivery dates. During this transition, a few orders encountered technical issues, leading to communication delays on our side. We’ve since made many improvements, giving our customers direct control over their delivery dates at checkout. This change should help prevent similar issues in the future.

We always strive to put our customers first, and we're constantly working on enhancing our operations and customer service so that the delivery experience matches the high quality of our products. We hope our recent reviews reflect the hard work we're putting in every day!

We’ll definitely take a closer look at the specific email gaps you pointed out, but in the meantime, we want to make things right. We’ve credited your account with the full value of your order for a future purchase. We truly hope that, despite the delay, you were able to make some delicious pizza with the ingredients!

Thank you for sharing your feedback with us; it really helps us improve.

Best regards

Team GBOF

Respuesta de Great Balls Of Flour

2 jul 2026

Derar L Wall

We are sorry that your first experience with us was let down by transit damage, but we have to push back on your comments regarding our packaging and our team.

Our boxes are robustly tested and produced right here in the UK by a highly regarded cardboard manufacturer. The protective sleeves around our glass jars successfully protect 99% of shipments. No transit packaging can ever be 100% indestructible against a courier treating a parcel like a football and we, sadly, have no controlled over how parcels are handled by couriers - even though we have large FRAGILE wording printed on the box - as you pointed out - this can still be ignored.

Furthermore, your claim that the rest of the contents were ruined is incorrect. As our human agent advised you, the rest of your items were completely protected by a separate, sealed insulated liner inside the box and were perfectly safe to use. Throwing away perfectly good food because of an external courier blunder is a massive shame.

Regarding our customer service, we do not feel that we failed you. We offered you a choice: a full refund for the smashed sauce or a credit note with an additional amount thrown in as a gesture of goodwill. You chose the refund, which will have been processed immediately.

We are a small business doing things the right way, and while courier damage is frustrating, we handled the situation fairly, transparently, and by the book.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

25 jun 2026

Hi Roland,

To clear up the facts, James, our founder, was the person responding to you, and his intention was to help you understand the product rather than be dismissive. We are a small, independent business, and it is very unfortunate that you have chosen to tarnish our reputation with a one-star review based on a mischaracterisation of that conversation.

Here is the reality of the situation:

Product Condition: Based on the exact dispatch and delivery times from our facility to your house, alongside the photos you provided, your dough was absolutely and completely usable. It is a live product, and arriving defrosted is entirely normal and safe.

The Replacement Logic: James explained that a replacement would arrive in the exact same condition because arriving defrosted is the correct condition for transit. Sending another box would have simply resulted in a further lose-lose situation, leaving you even more frustrated by receiving the exact same perfectly safe, usable product.

Food Waste: Suggesting that perfectly good, premium dough should be thrown in the bin is something we do not stand for and will not tolerate. We will always advocate for the quality of our product over unnecessary waste.

The Advice Given: James was merely stating the facts of how our dough behaves in transit. Rather than listening to or following the expert advice provided to help you get the best out of your order, you chose to quote position points to us that were simply untrue.

Order History: While you mention being a repeat customer, our records show you have placed one previous order back in April. While the weather was admittedly much cooler then, it does not mean the order you received this time was anything less than perfect.

The Refund: To be precise, you were not refunded by us or PayPal through a standard customer service route; you initiated a chargeback. We will be robustly challenging this chargeback with the provider based on the fact that a perfectly good, safe, and premium product was delivered to your door.

We always aim to support customers who want to make great pizza, but we will also protect our business and our team when advice is rejected in favour of false information.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

25 jun 2026

Dear Mrs Power

We are very sorry to hear that your first order was let down by the courier, and even more sorry that our supervisor loop failed to get your replacement sorted in time for your pizza party. That is absolutely not the standard we set for ourselves, and we are gutted that you had to go elsewhere to save your event.

When a replacement is triggered in our system, a dispatch notification is often generated automatically, but it is clear that a human error occurred during the manual supervisor sign-off, meaning the physical box never left our facility. We completely understand why you lost confidence and chose to use another supplier.

While we are glad a full refund was issued, we know it doesn't make up for the frustration of the oversight before your party. We appreciate your feedback, and we'll be reviewing how our internal escalations are handled to ensure a ball isn't dropped like this again.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

25 jun 2026

Hi Martin

To clear up exactly what happened here: you were, unfortunately, able to choose the wrong shipping service at checkout which is meant for ambient products, not for perishable items. We take product quality incredibly seriously, which is why we would never ship fresh dough on a 2–5 day delivery service, as it would be ruined in transit.

Our system correctly caught the error to protect your order, and we dropped it into our manual review flow so our team could address it. Had our Standard delivery option been selected at checkout, your order would have been dispatched and delivered completely within the clear timeframes we state on our website.

We had to hold the order to ensure you didn't receive spoiled goods, and we are sorry that the manual correction loop took longer than you'd have liked before you chose to cancel. We would have loved for you to try the dough, but we won't compromise on shipping food safely.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

25 jun 2026

Hi Laurence

We are incredibly sorry that your first experience with us turned out this way. DPD damaging and destroying a parcel in transit is always deeply frustrating, but you are completely right—the worst part is that you were left in the dark about it, and we missed the mark by not proactively getting in touch with you first.

To give you complete transparency on the communication gap over the weekend: we are a small team. While we really pride ourselves on customer service, we also pride ourselves on allowing our staff to enjoy their weekend as much as everyone else. Our helpdesk monitors for emergencies, but our team doesn't fully process complex delivery issues or manual supervisor reviews until Monday morning. We appreciate that the automated gatekeeper on Friday evening didn't give you the human reassurance you needed while you were trying to find your box.

Our sales lines are kept open for urgent order issues, which is why that call was picked up immediately on Monday, but we completely understand why you had lost confidence by that point and preferred a full refund over a replacement.

Your refund has been fully processed. We are gutted to have let down a recommendation, but we appreciate your feedback as we work on how our system handles courier exceptions like this in the future.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Actualizada el 25 jun 2026

Hey Kevin

While we understand your frustration with the delivery delays, stating that we "obviously can't post to Northern Ireland" is completely incorrect. We safely ship dozens of orders to Northern Ireland every week, and the vast majority arrive in perfect condition with no issues.

Every order we fulfil is sent out on a premium overnight delivery service. It is annoying for you when the courier misses that window, but it is equally frustrating for us. We don't ask the courier to delay parcels, and when they do, it costs us significantly—we lose out on the premium product and the specialised packaging, as we can only ever claim back the basic delivery cost from the courier.

The "stale booze smell" you described is simply what happens when a live, natural sourdough over-ferments in transit due to a courier delay; it is not ruined or toxic, just heavily proved. Regarding the mozzarella, this appears to have been a genuine mistake in our software that didn't push through the cheese. We have resolved this issue now and would like to apologise to you for this occuring.

Our customer service team acted quickly to support you and issue a full refund for the dough, but blaming our product for a localised courier delay is simply unfair.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

25 jun 2026

Hey Craig

We are incredibly sorry that your box arrived with smashed sauce and a missing item. It is always deeply frustrating when a delivery goes wrong, especially when you have guests over and plans are messed up.

However, calling this "shocking service" is simply unfair. It is not as if we deliberately send out damaged goods or ask our couriers to handle packages poorly—sometimes, unfortunately, transit accidents just happen. When a courier mishandles a box, it is completely out of our hands until the customer lets us know.

For this exact reason, we explicitly state on our website that if you are planning a specific event or hosting guests, you should always order well in advance. Our dough can be perfectly stored, and ordering early ensures that if an unexpected courier mishap does occur, we have the time to send out a replacement before your guests arrive.

We would have been more than happy to sort out a replacement or a refund for the damage if given the opportunity.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Actualizada el 17 jun 2026

Hi Ferdinando

Hi,

While we appreciate you taking the time to leave feedback, we have to stand up for the reality of true, traditional sourdough. Comparing a premium, live sourdough to mass-produced supermarket dough is like comparing a finely aged steak to a fast-food burger—they are completely different beasts.

Supermarket dough is crammed full of artificial additives and heavy commercial yeast, which is exactly why you can rip it open and roll it out straight away (and why it can often leave you feeling bloated). Our dough is made of nothing but 100% natural sourdough yeast starter, flour, water, and salt. No additives, no shortcuts.

Sourdough is a live product, traditionally meant for experienced pizza makers or those willing to learn the craft. It requires an understanding of how natural yeast behaves. The final proofing time isn't a rigid "ready in 3 hours" formula; it varies naturally depending on the heat and humidity in your local environment.

With a bit of practice and patience, our dough yields the best-tasting, crisp crust you will ever eat. But it does require that patience. If you prefer the instant predictability of artificial additives, supermarket dough is always there, but if you want real, uncompromised quality, it takes a bit of time to master.

Regarding delivery. Our deliveries are made overnight. Whilst we aim to ship out as quickly as we can, sometimes that means that in between placing your order and receiving your delivery it can be 2 days which is still very very fast.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

16 jun 2026

Hi Iuan

Hi,

We are absolutely gutted to read this, and we are so sorry that this was your first experience with us.

We actually stopped using Royal Mail over a week ago precisely because of issues like this. Your parcel has clearly sat in their delivery network far longer than it ever should have done on their overnight service, which has caused the dough to overheat, over-proof, and burst. We completely understand why the results were awful, and it is completely unacceptable to us that your order arrived in that state.

Please rest assured that someone from our team will be getting back to you very shortly, and we will absolutely be offering you a full replacement batch, sent out via our new courier on a reliable overnight service.

We know you've said you won't be buying again, but we really hope you'll give this replacement a chance so you can actually taste the dough the way it's supposed to be enjoyed.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

16 jun 2026

Hi Ben

Hi,

We are incredibly sorry about this. We completely agree that missing three items from a single order is totally unacceptable, and we understand your frustration with the extra effort it took to get this sorted.

To be completely transparent, you hit us during a bit of a perfect storm. We have recently been transitioning to a new fulfilment service, which unfortunately coincided with a sudden surge in demand and a wave of staff sickness. While that explains how things went wrong behind the scenes, we know it doesn't excuse it. You should have received everything perfectly the first time around.

Our team has now dispatched the replacements for the missing dusts and refunded the mozzarella, and we genuinely hope they arrive safely and that the rest of your order is great.

We appreciate your honest feedback about our growth and fulfilment—it's exactly what we are working hard to tighten up right now. Thank you for your patience with us, and we hope the quality of the pizzas means we might see you back again once we've smoothed out these growing pains.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

16 jun 2026

Hello Paul

We appreciate you taking the time to share your feedback, and we are glad the main part of your order arrived in good time.

We are incredibly sorry for any misunderstanding regarding our email response. We completely appreciate that items sometimes do not get packed; it is a human packing line, and human error can happen occasionally. We would never imply that you received something you didn't. The reason we ask customers to double-check is simply because smaller items like the dust tube are sometimes wrapped up inside the protective packing paper to keep them safe.

We always want to make things right when we miss something, which is why we have already dispatched a full replacement to you and processed a refund for the pizza peel dust.

Regarding your phone call, while we aim to handle every situation professionally, you have omitted that you were aggressive and sarcastic, and that you swore at our team over the phone. We are a small business run by real people, and aggression and rudeness towards our staff will not be tolerated under any circumstances.

We hope that now the replacement is on its way and the refund is settled, the matter is concluded.

Best regards,

Team GBOF

Respuesta de Great Balls Of Flour

Actualizada el 12 jun 2026

Hi Stephen

We never, ever send out orders with the intention that they will arrive damaged. While we expect our couriers to treat packages with the respect they deserve, we don't own the courier company and, frustratingly, we cannot control how they handle things in transit once they leave us.

We are a small, independent company trying our absolute best to provide an honest service. Telling people to "avoid us at all costs" over courier damage and an administrative mistake is incredibly damaging, and it's the kind of thing that drives independent businesses like ours under. There are real humans at the other end of these emails working hard to fix things, and a little patience goes a long way.

That being said, we clearly made a mistake in processing the wrong refund amount, and we are not ignoring you. Our team works through emails in order of receipt, but we want to get this squared away for you immediately.

Please contact our support team directly with your order details so we can fast-track this, correct the refund difference, and make sure your account is completely settled.

Best regards,

Team GBOF