HOOK & SON

FAQ

Reviews

• 

  El B

  Lost loyal customer: I've bought from this producer for years. I really value food made by small producers and want to vote with my wallet (at great expense). However I feel Hook & Son has repeatedly taken advantage and today will be the last, especially reading the reviews which echo my various experiences. I think all customers deserve to know the following: - "Bottle deposit" - this is NOT a deposit. Other reviewers have also verified. Hook & Sons mislead new customers by implying the (overpriced) bottle can be returned. Why not just tell customers straight up they need to buy the empty glass bottle. Unless that would put people off forking out several £s for the empty bottle . - Ripping off customers: I asked why their raw butter was more expensive than their pasteurized butter, and whether it was to do with a shorter shelf life? No, the owner (who no longer goes to the market) told me: raw has the same shelf life, and despite it not requiring the costs of the pasteurizing process (time, energy and machinery), raw attracts a premium simply because people are prepared to pay more because it's in it's live form & healthier. Despite raw butter costing less to produce than their pasteurized (this processing is the only difference), they simply can get more for it so they do. I'm fiercely committed to supporting farmers, but I find it repugnant to sell two almost identical items, one is healthier and costs less to make but you sell it for more just because people will fork out the extra. Why not just charge the same for both? Outcome: I never bought their butter again. - Marketing: I asked what artisan milk was. I found this curious given that milk comes out the cow (presumably miked by machine). Artisan to me, as someone who has worked in the ethical and small scale food "industry", means the raw ingredient(s) have been transformed through a process that requires skill and know how, into a food item: cheese, bread, wine etc etc. It's distinctly different from a raw unadulterated ingredient such as a carrot, rice, or in this case milk. The woman who now runs the stall told me it was artisan because they screw the tops on by hand. Right, it's just a marketing buzz word they're slapping on. Anything to convince people to part with their money...wouldn't surprise me. Artisan because the bottle tops are screwed on by hand - is this label being applied in good faith? - Customer service: friendly and smily UNTIL you raise an issue. Then demeanor changes immediately, pleasant changes to obtuse. I raised an issue about cracked eggs. I expalined that the cracks had been on the bottom of the egg, (facing downwards in the box). I said it looked like the eggs were packed cracked, because there was no sign of the whites leaking onto the cardboard because the cracks must have crusted over before packing. (I had to throw them away). These people recognize me, I've been going to them for so long, I've been a loyal customer. No token of "sorry about that". Nothing like let us replace those for you. They were sullen and dismissive. A token of interest and good will would have made all the difference. I once heard the best way to keep a customer loyal is they way you handle an issue a customer raises. Conversely the best way to loose one is no different. I've read the various poor reviews which chime with my experiences. At Hook and Sons there seems to be a huge disregard for the links between making honest food, honest selling and the mutual relationship you build with your customer through these transactions. Money for H&S seems the top and bottom line - and everything in between- so I would not be surprised if there was margarine in the milk (various reviews), selling almost expired butter, selling expired dairy and not keeping word and replacing it, mis-selling "Greek style" yoghurt from skimmed milk (the thickness and richness comes from the fat content). It seems that I am another person who has finally felt today was the last straw.

  19-05-2023
• 

  Beta Ruler

  Provides a friendly service, and healthy product.

  26-04-2023
• 

  Alex Newby

  Raw milk and yoghurt from their Borough market stall are the best I've had. Great friendly service too.

  26-04-2023
• 

  c_n-p

  Bought a pint from Borough Market for the very first time and served by the delightful owner. I must admit, was a little reluctant, but was so looking forward to drinking it. My son recommended I try it as it's very good for you in terms of vitamins and minerals, which sadly is destroyed when consuming normal milk in the current retail market. Would purchase again.

  26-04-2023
• 

  Joanne Rachel Anderson

  We visited Ally Pally and bought milk, meat, cheese, butter and yoghurt...raw! Was very excited to find such high quality food in Kent. Very happy and we have found them at Walthamstow too,so we are off there tomorrow for more. Absolutely cutting edge producer, best on class food!

  26-03-2023
• 

  Becky Dadswell

  The ghee is very nice. The jar doesn't last long, it goes in many things. Will buy more.

  26-01-2023
• 

  Angelo Jim

  Very dissapointed. The 'raw' butter I bought expired less than a week after I bought it. "As a general rule, butter that's tightly wrapped and refrigerated should last anywhere from one to three months" The butter STINKS after less than a week of it being in my fridge, it's either not raw or its very old stock. Super dissapointed to say the least, they obviously don't care about their customer experience as you can probably tell if you've ever visited the farm. Terrible. 0 Stars.

  26-12-2022
• 

  John Rose

  'Raw milk' bubbles should pop after blending at high speed. Food Standards should be investigating as the milk acts VERY suspicious. Test for yourself. Blend the milk on maximum setting in a Vitamix, turn the blender off and the bubbles do not pop, this is very unnatural and I would love to know what the reason behind this is. After reading the other reviews someone mentioned the possibility of margarine being added and this would make sense, as the margarine would give the milk just enough structure to keep the bubbles from popping. Very dissapointed, I'd love to know the truth behind what's in their 'raw milk'.

  26-12-2022
• 

  inafringe riley

  26-09-2022
• 

  dom greef

  Sadly most of the butters I received were expired. Initially I was told I would be sent replacements, only then to be told a mistake had not been made, fortunately I took pictures of the expiry dates so was able to prove that the butters were expired. It is disappointing that one's word means very little today, and also I never received the promised replacement butters. I would also like to mention - I used to buy raw milk every Saturday from a farmers market in London, the milk was clearly raw with the fat rising to the top. The 'raw' milk from Hook and Son looks no different to store bought milk and there is no fatty deposits visible. I could be wrong in my assessment but I am dubious. I won't be using this company again, trust it seems has been broken.

  26-07-2022