Veronika L.
Google
⭐️⭐️ Lufa Farm: Exceptional Products, but Extremely Disappointing Delivery & Support Experience
Lufa Farm offers incredible products - fresh, high-quality, grown locally, and truly crafted with care. The website is beautifully built and genuinely enjoyable to use. The team behind the platform did an amazing job.
Unfortunately, everything beyond the products has been a very disappointing experience.
1. Couriers & Delivery Issues
My delivery experience has been consistently stressful:
Couriers repeatedly leave the basket outside the building, not at my door.
I’ve had couriers call me for long periods while wandering around and asking for directions instead of simply using a map.
I once spent around 7 minutes on the phone with the courier who still couldn’t find a large, central downtown building.
I received an email (2times) confirmation saying the basket was delivered when it actually wasn’t.
The courier didn’t pick up my previous basket - and since customers are charged $20 for unreturned baskets, this creates unnecessary stress due to courier mistakes.
These issues make the service unreliable and time-consuming.
2. Customer Support
My very first interaction with customer support was wonderful - friendly, helpful, and pleasant.
But every interaction after that has been extremely frustrating:
When I reported delivery issues, I didn’t receive real solutions or any sense of responsibility.
I was told to “go outside and find the basket myself,” which is not a safe or professional suggestion.
No one explained what happens if the basket is tampered with or incorrectly placed outdoors.
I had to call multiple times to get someone to actually address the issue.
Support did not proactively offer clarity, compensation, or reassurance.
It feels like customer support doesn’t have proper scripts or training to handle common, repeated issues.
Final Thoughts
I love Lufa Farm’s products - the groceries are fantastic, and the website is one of the best I’ve used.
But the delivery process and customer support are extremely disappointing and make the overall experience stressful instead of enjoyable.
If Lufa Farm improves their courier quality and trains their support team to handle delivery issues professionally(using a step-by-step script), it could easily be a 5-star service.
For now, the quality of the products is the only thing keeping me from canceling.