The Organic Supermarket: Don't touch them with a barge pole and here's why: this is the substance of an email I sent to the owner Darren Grant.
Dear Darren,
I was given your contact details by Stephanie at The Organic Supermarket. Regretfully, I am contacting you with a serious complaint. I placed an order (Order #23750) with your company this morning 25th June 2015, to be delivered to-morrow. I received a phone call from Stephanie later this afternoon to say the courier had forgotten to take the order and it would not be delivered as arranged. I have a dinner party organised at my home to-morrow evening and as I'm sure you can imagine this is not good news. I called Stephanie to try and sort out this imbroglio. I'm afraid it went very much downhill:
1) I asked her if she could contact the courier?: No. He's not answering his phone (a courier that doesn't answer his phone? Curious indeed!).
2) Can you text him?: No. I don't have my phone.
3) Can I speak with the manager? - No. He's at rugby training and won't answer his phone.
4) Have you refunded my money yet as I see no activity on my paypal account? No. We have a problem at our end with our paypal system, we're trying to sort it out. Four questions - four replies in the negative. No back-up system, no plan b. Honestly Darren, I was left with a seriously poor impression...
She offered to re-order on Monday with delivery on Tuesday which of course is of absolutely no use or interest to me whatsoever. It would appear from my experience you have a serious communications problem within your company. I would respectfully suggest that the paying customer who is supporting your business (and the courier's) should be the last to suffer any inconvenience at all; unfortunately, that is not the case in this instance.
I look forward to your reply.
Kind regards,
Chris Lewis
His reply:
Dear Chris,
I apologise for your experience. I endeavour to deliver good food with great service. I have let you down. I will cover the full cost to resend you your order. Please let me know a day that suits and I will arrange it.
Regards,
Darren
Their so-called manager James Kenny phoned me at 8:15am the following morning to know what the problem was. I explained and asked him to keep me updated as I had a very busy schedule. He never called back. I phoned him again and asked could he confirm a time for delivery as I had a busy schedule? 12 mid-day was agreed. He arrived at 12.30pm, handed me the delivery and without a word turned to walk away. I asked him if he could afford me the courtesy of an apology; his reply: no, you already got an apology from Darren and point blank argued that his company had not caused the problem. Arrogance personified as he trotted off smirking in his sneakers and shorts. Be warned people! read more