Advice Needed – French Click Order with Spoiled Perishables & Damaged Delivery

FonsoBoy123

Hi everyone,

I’m hoping someone here can offer advice. I recently placed an order with French Click that included perishable French food items for my son’s birthday — things like garlic sausage, merguez sausages, rillettes, and saucisson. He was really looking forward to it, as it’s a taste of home from his time in France with his dad.

The order was supposed to arrive via DHL on Wednesday morning, I paid for Morning Delivery but it was delayed and didn’t arrive until the next day. When it finally came, the box was completely ripped open, wet, and damaged. I tried to refuse the delivery, but the DHL driver was rude, refused to take it back, and just dumped it on my doorstep and drove off. I have door bell footage to prove this.

I checked the temperature of the ice packs and the food using two infrared thermometers — everything was between 18.5°C and 20°C, which is clearly unsafe. The packaging on every item states it must be stored between 0°C and 4°C. The ice packs were fully melted and warm.

I contacted French Click with photos and a video showing the temperature readings, but they’re insisting the food is safe to eat and claiming ice packs last 48 hours. They’re now demanding more proof and implying I’m at fault — despite the parcel arriving late, damaged, and warm.

I’ve asked for a replacement or refund and for them to file a claim with DHL, but they’re refusing and saying I should accept the parcel and dispose of the spoiled food myself. I’m really upset — not just because of the money lost, but because this was meant to be a special birthday treat for my son, who has a weakened immune system due to a rare genetic condition. I can’t take risks with food safety.

I also think the insisting food is safe to eat is very dangerous advice, this is going against even the manufacturers advice of each of these foods and how they should be stored.

I'm concerned that if they keep giving this dangerous advice they could make some one very ill or kill someone, surely it's a violation of food health and safety.

The ice packs they used look like Sorbafreeze Ice Sheets.

They used just one and then wrapped in one piece of bubble wrap in a normal box. No other insulation. I do not believe this packaging is suitable or good enough.

Has anyone dealt with something similar? What should I do. I feel like I’m being dismissed and blamed for something that’s clearly not my fault.


Thanks in advance for any advice or support.

beckstar1975

I am afraid we've pretty much given up buying fresh stuff from them as often things are split and damage more than just the offending product. 

How did you pay? I'd go back to them again saying what you've said above including the proof you have and if they still insist it's OK (which you're right it's not) you can initiate either a chargeback or S75 claim with your bank - depending on how you paid.

We've just come back from France where the rules state you can't bring dairy or meat back due to risk of Foot and Mouth in the EU, so we were ironically thinking of getting an order of the stuff we couldn't bring. We won't bother for now.

Sorry this happened to you, and sorry they've been so tricky, when our fromage blanc exploded everywhere they refunding without a word so I'm sad to hear how they've treated you

MyRealNameToo

FonsoBoy123 said:

I’m hoping someone here can offer advice. I recently placed an order with French Click that included perishable French food items for my son’s birthday — things like garlic sausage, merguez sausages, rillettes, and saucisson. He was really looking forward to it, as it’s a taste of home from his time in France with his dad.

The order was supposed to arrive via DHL on Wednesday morning, I paid for Morning Delivery but it was delayed and didn’t arrive until the next day. When it finally came, the box was completely ripped open, wet, and damaged. I tried to refuse the delivery, but the DHL driver was rude, refused to take it back, and just dumped it on my doorstep and drove off. I have door bell footage to prove this.

I checked the temperature of the ice packs and the food using two infrared thermometers — everything was between 18.5°C and 20°C, which is clearly unsafe. The packaging on every item states it must be stored between 0°C and 4°C. The ice packs were fully melted and warm.

I contacted French Click with photos and a video showing the temperature readings, but they’re insisting the food is safe to eat and claiming ice packs last 48 hours. They’re now demanding more proof and implying I’m at fault — despite the parcel arriving late, damaged, and warm.

I’ve asked for a replacement or refund and for them to file a claim with DHL, but they’re refusing and saying I should accept the parcel and dispose of the spoiled food myself. I’m really upset — not just because of the money lost, but because this was meant to be a special birthday treat for my son, who has a weakened immune system due to a rare genetic condition. I can’t take risks with food safety.

I also think the insisting food is safe to eat is very dangerous advice, this is going against even the manufacturers advice of each of these foods and how they should be stored.

I'm concerned that if they keep giving this dangerous advice they could make some one very ill or kill someone, surely it's a violation of food health and safety.

The ice packs they used look like Sorbafreeze Ice Sheets.

They used just one and then wrapped in one piece of bubble wrap in a normal box. No other insulation. I do not believe this packaging is suitable or good enough.

Has anyone dealt with something similar? What should I do. I feel like I’m being dismissed and blamed for something that’s clearly not my fault.

If they claim from DHL or not etc is totally irrelevant to you. Their duty is to you irrespective of if someone else is to blame. It's tough but thats how the law works. 

Saucisson and rillette are both cured/preserved goods, saucisson in particular are hanging from the ceiling of the stalls in Borough market all day every day and are sold that way. Rillette is different once you've opened it. Its funny you include North African Merguez as a "taste of France" but just shows how cultures change over time and makes a mockery of certain extremist views (who drive a German car to drink Italian beer and have an Indian curry but think England should be English)

If cured foods got wet it would be a different matter but imagine they were plastic wrapped so just the box suffered dampness. 

Haven't used FrenchClick personally but they've been going for over a decade and people are generally favourable on them. I doubt this is the only delayed order thats ever happened in that time and whilst I too would have probably avoided the fresh meat items its a little melodramatic of saying it could kill people... technically the plastic wrapping could kill people too but most dont need to point that out when something has clingfilm on it and the for the vast majority it won't kill. 

Generally won't order fresh meat by delivery service unless its a "within the hour" type service but then the Mrs, who grew up outside the UK, will happily eat meat thats beyond the use by date as long as it smells ok still and will often leave cooked meat in a covered pan on the hob for 24 hours before eating the rest of it

Dont think they are blaming you, they are just arguing the goods weren't damaged. 

beckstar1975 said:

How did you pay? I'd go back to them again saying what you've said above including the proof you have and if they still insist it's OK (which you're right it's not) you can initiate either a chargeback or S75 claim with your bank - depending on how you paid.

You think saucisson cost more than £100 each? 

For S75 to apply the individual goods need to be over £100 not the total of the order. 

beckstar1975 said:

We've just come back from France where the rules state you can't bring dairy or meat back due to risk of Foot and Mouth in the EU, so we were ironically thinking of getting an order of the stuff we couldn't bring. We won't bother for now.

There are plenty of other stockists of French and French style cheeses. Could always support your local cheesemonger and buy from them which also makes dealing with any problems easier as you can walk in the shop and show them

FonsoBoy123

MyRealNameToo
Thanks for taking the time to reply, but I want to clarify a few things.

I’m fully aware of what saucisson and rillettes are — I didn’t ask for an explanation of how they’re made or stored. I’ve lived in France for a while and regularly used to buy these products, so I’m not unfamiliar with their handling.

What matters here is that every perishable item in my order clearly states it must be stored between 0°C and 4°C. When I received the parcel, the food was between 18.5°C and 20°C, and the ice packs were warm. That’s not safe, regardless of how long French Click has been in business or how someone else stores leftovers.

As for the merguez, it’s widely consumed in France and sold in nearly every supermarket and butcher shop. Its origins are North African, yes, but it’s absolutely part of modern French cuisine. I didn’t mention anything about cultural identity or politics, so I’m not sure why that was brought up — it’s not relevant to the issue.

The parcel was damaged, wet, and late, and I was forced to accept it despite trying to refuse it. I’ve provided photos, temperature readings, and even a video. French Click dismissed my concerns, claimed the food is safe, and implied I’m at fault. That’s what I’m trying to resolve — not whether someone else would eat meat left out overnight.

I appreciate differing opinions, but I posted here for help navigating a consumer rights issue, not to be told I’m being melodramatic or misinformed. I’m advocating for my son’s health and my rights as a customer. If anyone has constructive advice on how to deal with this I would appreciate it.

sheramber

I used to get frozen raw dog food delivered by DHL.  They do not use refrigerated vans.

We lived rurally ,in the far north of Scotland, so delivery was 48 hours.

It was stated that the driver was instructed not to accept a return package, It also stated on the box 'DO NOT RETURN TO DEPOT'

If the food was defrosted we had to contact the company direct.

The wet, ripped box would be due to the ice packs melting.

If you paid by card you could ask your bank for a chargeback, but the company are liable to dispute it, and the bank would  accept their objection.

FonsoBoy123

Just wanted to share an update. After a lot of back-and-forth, French Click finally agreed to send a replacement box.

It was dispatched yesterday and arrived today—so delivery was quicker this time, under 24 hours. Unfortunately, that’s where the good news ends.

The parcel was damaged again (though slightly less than last week), and once opened, I found the same serious issues:
- All perishable items were warm.
- The ice packs had exploded, leaking gel everywhere.
- I took temperature readings of perishable foods and ice packs between 20°C and 23°C, which is far above safe levels for chilled food.

To make matters worse, several items were incorrect and not what I ordered.

I’ve reached the point where I’m done fighting with them. They’re still insisting the food is safe to eat, despite clear evidence to the contrary. Honestly, I don’t even care about the refund anymore—my concern now is for public health.

 Is This a Breach of Food Safety Law?

Is sending perishable food in packaging that consistently fails to keep it cold a violation of UK food safety regulations. I’m seriously considering reporting them to the Food Standards Agency or Trading Standards, because this isn’t just poor service—it’s potentially dangerous.

Their advice could make someone seriously ill, especially vulnerable people like children, the elderly, or those with compromised immune systems.

Has anyone had any experience with reporting food businesses or know the best route to take, I’d really appreciate your advice.

Thanks for reading

Grumpy_chap

Is this supply under UK law or French law?

Regardless of which laws apply, is it realistic to expect chilled food to remain chilled through transit using a courier - type service?

the_lunatic_is_in_my_head

Grumpy_chap said:

Is this supply under UK law or French law?

Regardless of which laws apply, is it realistic to expect chilled food to remain chilled through transit using a courier - type service?

Laws of England & Wales.

Bolded is a question for the retailer rather than the consumer.

Retailers can adjust, Amazon for example doesn’t let third party sellers have chocolate in their warehouses at certain times of the year. 

Risk lies with the trader in transit so it’s their job to get the goods delivered safely. 

The company are selling, for example, raw minced meat, you’d think they know how to package stuff correctly! 

FonsoBoy123

Grumpy_chap said:

Is this supply under UK law or French law?

Regardless of which laws apply, is it realistic to expect chilled food to remain chilled through transit using a courier - type service?

It’s a UK company selling to UK consumers, so I assume UK food safety laws apply. 

Surely regardless of where the products are sourced. Once the goods enter the UK supply chain and are sold domestically, the company is bound by UK regulations, including the Food Safety Act 1990 and Food Safety and Hygiene (England) Regulations 2013. Correct me if I'm wrong.

As for whether it's realistic to expect chilled food to remain cold during courier transit—yes, it absolutely is. 

Plenty of companies manage it consistently. I regularly receive boxes from HelloFresh and Gousto, and they always arrive cold, even in summer. Their packaging is designed for temperature control:

- Double-walled insulated boxes

- Multiple large ice packs

- Seasonal adjustments (extra insulation and ice packs during hot weather)

I’ve also ordered from online butchers who use standard couriers, and again—no issues.

 They typically use:

- Polystyrene insulated boxes

- Layered insulation materials

- Generous amounts of ice packs

In contrast, French Click’s packaging is completely inadequate. They use:

- One small gel ice sheet (looks like Sorbafreeze)

- A single layer of thin bubble wrap

- A standard cardboard box with no insulation

That’s simply not enough to keep perishable food safe, especially in warm weather. The result? Warm food, melted burst ice packs, and a serious risk to health.

Isn't it the seller’s legal and ethical responsibility to ensure food arrives in a safe condition. If they can’t guarantee that, then surely they shouldn’t be offering perishable items for delivery. It’s not just poor practice—it’s potentially dangerous.

FonsoBoy123

Apologies I have no idea why my previous posts text is large and bold I didn't do that. And no idea how to correct it. 

Grumpy_chap

FonsoBoy123 said:

It’s a UK company selling to UK consumers, so I assume UK food safety laws apply. 

As for whether it's realistic to expect chilled food to remain cold during courier transit—yes, it absolutely is. 

Plenty of companies manage it consistently. I regularly receive boxes from HelloFresh and Gousto, and they always arrive cold, even in summer. Their packaging is designed for temperature control:

I’ve also ordered from online butchers who use standard couriers, and again—no issues.

 

In contrast, French Click’s packaging is completely inadequate.

Thanks for confirming it is a UK company.

AIUI, Gousto and Hello Fresh do not use standard courier transport - they have their own refrigerated vans to make deliveries.  
I have certainly seen plenty of their vans delivering around where we live - perhaps they use outsourced couriers in remote locations?

I can't comment on the butchers.

If I was ordering fresh food online and I knew it would be delivered using a standard courier, I would not place the order.