Truly awful customer service
My wife and I have called five times over 3 weeks and been made to wait up to 45 minutes only to either be cut off or told the same thing – “its an software issue!”
The service we expect could not be simpler: We order milk – theu deliver it- we pay for it.
Should there be a delay for any reason, we expect them to contact us – especially as the delivery is for two vulnerable, house-bound people in their late eighties who are both stressed and upset about this whole issue.
Instead, we have to contact their “customer service” team who take over 30 minutes to answer, insist on us re-providing information and simply trot out the same excuse rather than a provide a solution.
“We have your orders but our system is not passing the orders onto your local depot”
We don't want to know about their problem, we want to know about the back up process they have implemented until its fixed! If they really cared they would call the local distribution depot and ask the milkman (who delivers next door to my in-laws!) to pop round and deliver their milk!
It’s so very sad that a once quality business founded upon genuine values and caring for customers has become a corporate spreadsheet driven, remote, outsourced call-centre who are given no responsibility or allowed to use any initiative to solve a simple communication/delivery issue.
I have repeatedly asked to speak to a senior manager however they refuse to take my call or return it.
They have my number but have failed to re-contact yet again after a dropped line. Just called for a 6th time to be told they are no longer taking calls – utterly shameful.
We will be going elsewhere and I suggest you do the same. There are plenty of independent milk delivery companies springing up – no wonder if this is how this organisation treats their customers!
They do not deserve to have customers.