Disappointed in Goodness Direct - peanut problem

song_of_calliope

I use a lot of ground almonds in my cooking and noticed Goodness Direct was selling them in bulk for £24.65 for 3 kilos. I read the product details and ingredients list on their website and it mentioned that the almonds were "just ground almonds" with no other information or any warnings given. I therefore ordered them.

After they arrived I used them for baking and my partner, who is allergic to peanuts but not almonds, had a reaction and had to go to hospital. I contacted Goodness Direct hoping for a refund on the remaining approximately 2.9 kilos as it's now useless to me, but although I did get an apology I didn't get a refund.

It's true that the package did say in small print that the almonds were processed in a factory that processed peanuts. However, just like when I do my grocery shopping in person, when I shop online I check the product details and ingredients/cautions when I buy, but I don't check the packages again when I get them.

I did contact Goodness Direct to ask them to at least add the information about peanuts to their website description of the product which they have now done. However, I feel I should have been given a partial refund and would be happy to send the item back. As it is, I will either give it to a friend if anyone wants it or put it in the bin, as no food bank is going to take something that has been opened.

I will order from them again but they've definitely sunk in my estimation. I used to think they were absolutely great but now I feel they're somewhat lacking in terms of their customer service.

UPDATE: Goodness Direct found my post here and have now refunded me the full amount, which I thought was very generous of them. Thank you MSE and thank you Goodness Direct!