What Happens When My Food Delivery Goes Wrong?

And What to Expect from Casa Argentina

 

When Things Go Wrong, and Why That Matters to Us

We live in a world of expectations.
Next-day delivery is the norm, even if you live halfway up a mountain. Five-star ratings are standard. Packages arrive perfectly chilled, perfectly packed, and perfectly timed… until they don’t.

And when they don’t?

You’re left with a ruined dinner, a disappointed family, and the nagging feeling that you were just another transaction.

Here’s a fact you probably won’t hear most companies admit:

At Casa Argentina, from records since 2015, Out of every 100 orders we send, around 2.75% encounter a problem, and most of those happen when we deliver to Scotland.

That’s not because we don’t care. It’s because delivery to more remote areas comes with real logistical challenges: weather, routes, timing, and human error.

At Casa Argentina, we know what that feels like, because we’ve been on the receiving end of those deliveries too. And because, like you, we’re human.

So I want to talk to you today not as a company trying to impress you, but as someone who deeply understands how frustrating it is when something you were looking forward to… doesn't arrive as expected.

We do our very best, always. But sometimes, despite the checklists and processes and freezer gel packs, things go wrong.

And when they do, we take it seriously.
Because every box we send isn’t just food, it’s a moment, a memory, a feeling.

In this article, I’ll walk you through what we’ve learned from those moments when things don’t go right. I’ll show you the kinds of problems that can happen, what we do about them, and most importantly, why we’ll always show up to make it right.

 

Why Do Food Delivery Issues Happen in the First Place?

Even with careful packing and reliable couriers, food delivery comes with its fair share of risks. Sometimes things are out of your control, and ours.

What Kind of Problems Have Our Customers Faced?

Here are the most common culprits:

Courier delays, especially in rural areas or during peak periods.

Weather impacts, hot spells can overwhelm even our best cooling materials.

Human mistakes, a missed item, a mislabelled address, a packing error.

A carefully packed parcel left behind a neighbour’s bin, unnoticed

Poor handling by couriers, packages left outside in the rain by couriers or behind bins without notifying the customer, or in shared spaces.

The Courier does not even ring the bell! 

We’re not here to make excuses.
We’re here to explain, take responsibility, and fix it.

Do these hurt us to hear? Yes.
Because when you order from us, you’re not just placing a transaction, you’re trusting us with a moment in your life.

 

What You Can Expect When Something Goes Wrong

We have a simple rule at Casa Argentina:
You don’t lose a customer because something went wrong you lose them when you don’t care enough to fix it.

Here’s what happens when we make a mistake:

You get a real apology. Not a script. Not a deflection. A real “we’re sorry.”

We fix it fast. That might mean a replacement, refund, or a gesture of goodwill.

You don’t have to chase us. We believe it’s our job to make things right, not yours.

We take it seriously. Every issue becomes a lesson for us, something we track and learn from.

No hoops. No formality. Just fairness.

 

What Makes Our Response Different?

Other companies may offer refunds or send a generic apology. And that’s fine. But we built something different, because we believe experience matters more than sales.

We call it Our Promise to You, a set of actions and values we follow every time something goes wrong.

 

Our team is trained to respond with care, speed, and empathy. We don’t treat your complaint as a nuisance, we treat it like a second chance to serve you better.

 

What To Do If There’s an Issue with Your Order

We’ll always take responsibility, but here’s how to help us help you:

1. Take a photo of the issue (melting, damage, missing items, etc.)

2. Contact us quickly via email or WhatsApp with your order number

3. Keep the packaging if possible, it helps with replacements

4. Tell us everything you noticed, even the small stuff

5. Don’t worry, we’ll handle it from there

We’re not here to interrogate you. We’re here to make it right.

 

How You Can Help Prevent Common Delivery Issues

Some things are in our hands. Others benefit from a bit of teamwork.

Here’s how you can improve the delivery experience:

• Make sure you provide us with the full delivery address
• Track your order and be available if possible during delivery
• Add helpful delivery notes (e.g. “Leave with flat 2” or “Call upon arrival”)
• Avoid choosing delivery on long weekends or during extreme weather
• Let us know in advance if it’s for a special occasion or time-sensitive event
• Before leaving a review, PLEASE CONTACT US, WE ARE HERE FOR YOU

We’ll do everything we can on our side to honour that.

 

When Delivery Goes Wrong,

It’s How We Respond That Matters

Resolution

We’ve all had the moment where something we were excited for didn’t arrive, or arrived broken, melted, or missing. It’s frustrating, and sometimes it even feels personal.

Remind

At Casa Argentina, we know every box we send contains more than food. It contains a little bit of trust.

Relevant Next Step

If you ever have a problem, reach out. No stress. No drama. We’ll sort it, and we’ll do it with the same care we put into every steak, every alfajor, every empanada.

Reintroduce

We are Casa Argentina. We’re not perfect, but we are present. And when something goes wrong, we show up.

Gracias for trusting us. For the good days, the birthdays, the barbecues, and yes, the bumps in the road.

You’ve let us into your home, and we don’t take that lightly.
We’re not just here to sell.
We’re here to serve.

And we mean that, every single time.

 

What people are saying about us (for real)

Casa Argentina Reviews | Read Customer Service Reviews

 

Casa Argentina Wins Best Customer Service Award 2025

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