Hi Gill,
We are so sorry to read that you have experienced these issues regarding mould/shelf life.
The hotter summer months and difficulties with delivery services have proven a huge obstacle for us these last few weeks. We have been working tirelessly behind the scenes to come up with a solution to our shelf life issues and we have now rolled out a recipe improvement across ALL our bread products that will guarantee up to at least 5 days shelf life from you receiving the product (this will even stand true if there are a delays of a few days with postage for any reason).
Heylo customers are so often over the moon with our product that it breaks our hearts a little to see that we have fallen below this standard for you. Our promise is to do everything we can to rectify problems when they happen - and your case is no exception.
You will of course be refunded or have a replacement for your original order. We are going to get in touch privately shortly to speak with you about sending you some free samples of our new and improved products for you to try.
Please accept our apologies and we’ll be in touch regarding the free samples in the next 48 hours
Heidi, Heylo Founder.
“If you bought bread recently please check it over thoroughly before eating any.
My 8 loaves were shipped on 17 July and arrived the next day on 18th July. All 8 loaves were short dated 21st July and very visibly mouldy. It would have been apparent during packing that they weren’t fit for consumption as that level of mould does not appear overnight.
I emailed and was offered replacements which I was promised would be fresh. Shipped out Monday 24th arrived Tuesday 25th but noticed immediately all 8 loaves also visibly mouldy and with a best before date of 2 August, which is clearly not accurate. Bread that’s already turning bad is definitely not going to keep for a further week.
Please check your bread thoroughly all over, even if it says it’s in date, as it seems the BBE dates are not matching with the actual life of the bread and it can make you very sick if you eat it.
On top of this after chasing up my original complaint I’ve just received a response from Heylo saying it’s flour and not mould which I find frankly insulting to my intelligence. I was also told that the fat content causes mould when the opposite is true since fat actually prevents mould.
I am super disappointed at the response from heylo and the fact there appears to be no sense or urgency to investigate these batches of bread which other customers will be affected by.
Please show some consideration for your customers health and recall it so other customers who got bread like this don’t eat it and get sick, if all 16 of mine are bad then other customers must be receiving similar quality bread with green mould.”
“I purchased 2 loaves (£15 nearly including delivery) and I recieved them on 19/07/23. They were mouldy by 22/07/23 and had to throw them away.
Absolutely disgusted that I had a 3 day shelf life.
I'd like a response from Heylo asap.”
“I made this with hot water and left it to thicken it's a reasonable substitute for a hot Porridge type meal it was a little too sweet for me but I will experiment further with the rest of the packet. 30 grammes doesn't make a large portion but it's filling enough for a breakfast.”
