Frive - Formal Complaint – Failure of Customer Service During Flooding Incident

Dear Frive Customer Service,

I am writing to raise a formal complaint regarding the unacceptable handling of my subscription during the flooding incident that affected my home on York Street, London (75 York Street, *****). For reference, Thames Water have published details of the flooding here: Thames Water – W1H Customer Advice: https://www.thameswater.co.uk/network-latest/2025/sep/27-sept-w1h-customer-advice
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On Thursday 25 September, a 36-inch trunk water main burst on Enford Street, resulting in severe flooding which destroyed the electricity panels supplying my building. As a result, we have been without power or hot water for over six days.

On Saturday afternoon, once it became clear that repairs would take longer than expected, I contacted Frive via WhatsApp to cancel my delivery, as I had no means to store the food or use a microwave to heat it. The automated system repeatedly told me that the order could not be cancelled. When I asked to speak to someone, I was told responses would usually come within 24 hours, but despite providing full evidence of the flooding and explaining my circumstances, no one followed up.

The following day, Sunday, my delivery was made regardless. Since then, I have received no apology, explanation, or acknowledgment of my cancellation request or the promised support ticket. The last human communication I received was at 10am on Sunday when I cancelled my subscription. Since then, the only emails I have had from Frive are promotional ones encouraging me to restart my subscription.

I have been a loyal subscriber since October 2024 and until now valued your service. In this instance, however, I was left with a delivery of food I could not refrigerate, freeze, or cook, resulting in unnecessary waste and further loss on top of an already difficult situation. To have no communication, support, or goodwill gesture from Frive in these circumstances is extremely disappointing.

Given the circumstances, I expect a full explanation of why my cancellation request was ignored, why no follow-up was made despite assurances, and what Frive will do to put this right.

I look forward to your prompt response.