Great Balls Of Flour Bewertungen 

Antwort von Great Balls Of Flour

Vor 4 Tagen

Hey Ed

Firstly, sincere apologies for the issues with the delivery. We do try everything to ensure deliveries arrive as our customers expect them, and very occasionally damage can occur, and it sounds like a heavy box in the back of the van tumbled over onto your box.

We advise customers not to contact DPD as they will only refer you back to us.

Regarding the refund and the e-gift card. We have looked into your order and can see that it qualified for a gift card; one was included in the basket, but we can't see that one was sent to you.

However, in a strange turn of events it looks as though the support agent has actually refunded you for the gift not - not charged you - so you in fact got a refund for not only the damaged items but also a £5 gift card that cost you £0!

We hope this clarifies the issue.

Best regards

Team GBOF

Antwort von Great Balls Of Flour

Vor 4 Tagen

Hi Aneta,

We are genuinely sorry to hear that you had a frustrating experience with your order, and we understand why opening a box expecting frozen dough can catch you off guard if you aren't expecting it.

We do try to make it as clear as possible across our website, our included user guides, and on our packaging itself that our live dough balls are meant to arrive defrosted. So long as the internal temperature of the dough balls is below 20ºC on receipt, they will be completely safe and yield fantastic results—our packaging is specifically designed to keep them chilled even during the current warm weather we are having.

Because it is a fresh, live product, arriving defrosted is completely normal and means the dough is active and ready to work with. It can easily be popped into the fridge or refrozen until you're ready to bake.

Our dough is high hydration, which behaves very differently from pre-packaged supermarket options and can feel a bit daunting or sticky if it’s your first time handling it. However, it is far from impossible to use. If you take a moment to look at the step-by-step guide in your box or watch one of our short video tutorials online, you'll see how a light dusting of flour and some prep dust make it simple to handle and shape into brilliant pizza.

We stand by the quality of our dough, and we would love for you to give the guide a quick look so you can get the fantastic results the dough is crafted to deliver.

Best regards,

Team GBOF

Antwort von Great Balls Of Flour

22. Juli 2026

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

Antwort von Great Balls Of Flour

20. Juli 2026

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

Antwort von Great Balls Of Flour

20. Juli 2026

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

Antwort von Great Balls Of Flour

20. Juli 2026

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

Antwort von Great Balls Of Flour

20. Juli 2026

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

Antwort von Great Balls Of Flour

20. Juli 2026

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