Really cheap food...however

jaytin

angelatgraceland wrote: »

So its left AP and is on its way to Sheffield distribution? If you have a tracking no you can track it on DHL website. I think its a fantastic tracking system myself!
If it says its left Sheffield it will be on its way to your local centre.
Then on its way to you.

Ok so I guess it hasn't left Sheffield then, it has been saying Sheffield Service Centre, which is all it says, for almost 24 hours. If it took it 20 hours to go from the warehouse to sheffield it must have been on the back of a snail! lol A very large snail...:rolleyes: I think it will be quite a few more days until I see it then hehe :rotfl:

Applepie_2

Ordered 24th AM, 28th PM refunded £1.99 for item not in stock, 29th 3.36pm order despatched email, 5pm Departed Depot (Sheffield). Got my fingers crossed for delivery tomorrow. Very happy with turnaround time, especially with what AP have had to cope with.

kazmeister

Hi

Yesterday my 2 huge parcels arrived and the kids are in 7th heaven!!

• Order placed on 14th
• Payment taken 19th
• Received despatch email on 22nd and link to DHL tracking with number with Sheffield Service Centre
• Tracking info on 26th had disappeared so after lengthy redial I got through to Paul at Approved Foods
• He called back to say parcel was in warehouse still to be finished but some items out of stock
• We discussed alternatives suitable rather than refund
• Despatch email again on 27th
• Able to track parcel up to delivery yesterday lunchtime 28th
• Massive amount of goodies with only 1 item missing
• Telephoned and spoke to Dan
• Today 29th new tracking email
• Parcel expected tomorrow with missing item

To help others understand
After my conversations with Paul and Dan I think what happened is as soon as they started to process an order and basically label the box? then the email was generated from DHL (I dont think AF were aware this was happening). The parcel at this stage is still in the warehouse and could be there a little while as they try and fill the orders. Dan did mention that some orders would be waiting for items to come back into stock. Once the order is filled it is then sent from warehouse and another despatch email generated via DHL saying departed Depot. Tracking is then easy until it arrives as it is moving. Please correct me if any of this incorrect approvedfoods

In all it was a lengthy wait but it was well worth it, and Dan and Paul's customer service was brilliant considering his profit margins are small compared to large corporations who's managers need to take a few lessons from them. They have had ridiculous amounts of coverage in the couple of weeks which has rocketed their business. Dan appears to be coping with the pressure well at the moment, but it must be hard for him to keep up. He has taken on another unit and I think he said 25 new staff to cope. He has considered closing the website for a week to clear the backlog, but he would have no money coming in and still has rent on the unit and wages to pay. Dan told me yesterday he had a Japanese TV crew at the warehouse all day filming for Tokyo news and an American crew coming later in the week.
Maybe this one small company will change the way the world thinks about food and the ridiculous best before dates, we have since yesterday eaten food from 10 days to 9 months past the best before and we're still here to tell the tale.

THANKS AGAIN DAN

tricki1

approvedfood wrote: »

The current situation is that, as a result of the huge increase in orders two weeks ago, we are running out of some popular items. Fortunately we have a number of new lines that we can offer as alternatives so we will be phoning people to sort out their orders and ensure that they are happy with the final order.

Perhaps you could email customers with missing items telling them what is missing from the order; and supply a list of items available to substitute. The customer can work out what he would like to substitute, either to weight or to cash value. A phone call may be needed to sort it out, but the customer is able to reply by email with his preference for replacement, which might easily sort it out.

Or if the replacement item is out of stock; would put postage over a weight limit etc; and you need to ring them, the customer has at least got a list handy to make a decision on other items.

One drawback is might flood phone or email system a little, but it's an idea.

approvedfood wrote: »

We have just improved our stock control system again (hell of a learning curve this!) and so out-of-stock items will be indicated on the website. Remember that, as this is clearance stock, supplies are often limited or erratic.

Defiantly limited and erratic, noticed items in the new line section that have the out of stock message already, and I only looked away from the site for a few hours to sleep! Hope you get the veggie soups in again,esp the minestrone.

Glad to hear on the improvements, hope you find the website changes smooth. I'm afraid that while I suggested an improvement or two, I never learned scripting or html, otherwise I would volunteer to help you with that. I'll just keep thinking of things that might help instead.

blaque*angel

whyme wrote: »

By the way still no sign of my parcel from the 11th. Can't be arsed chasing it up. Really don't give a !!!! any more.

hugs to you darling xx

angelatgraceland

Well I do feel for your cat-I love animals but I don't think this is the correct thread for this negativity! I think somehow Whyme that AF is not the company for you and neither perhaps is DHL. Stick to collecting on foot from Tesco perhaps?
Best wishes to your cat Ozzy though-I happen to be a cat lover.

whyme

angelatgraceland
Thanks for pm message.
But no friend of mine.

sellercheckuk

approvedfood wrote: »

I really appreciate all the constructive input there has been on this thread recently, as well as the huge amount of understanding of the challenge we are facing.

The current situation is that, as a result of the huge increase in orders two weeks ago, we are running out of some popular items. Fortunately we have a number of new lines that we can offer as alternatives so we will be phoning people to sort out their orders and ensure that they are happy with the final order.

We have just improved our stock control system again (hell of a learning curve this!) and so out-of-stock items will be indicated on the website. Remember that, as this is clearance stock, supplies are often limited or erratic.

The media exposure continues (thanks to Hush-Puppy for the heads up) but our priority is still to offer the highest possible quality of sevice together with the best bargains available.

Cheers :beer:

Dan,
I placed an order on Saturday 17th January with the knowledge (as advised on the web site at that time) that, due to the reasons we all know about, delivery/despatch would be delayed for 7 days. I had no problem with that and still have no problem waiting another week or two.
BUT what I DO have a problem with is your lack of proactive follow up.
i.e. I sent you a message last Sunday 24th to ask for progress explaining that I want to be sure to be able to be around to receive a delivery by DHL.
On Monday 26th this week you replied by email saying that "Your order should be shipped within the next couple of days. As its shipped you will get an email from DHL".
Guess what, I have NOT had either an email or an attempted delivery by DHL.
I have also NOT had any update communication from you or your colleagues.

I understand that you might not want to admit defeat and your apparent optimism might be due to naievity, but communication really is the key in building and maintaining trust and loyalty from your customers new and existing.
So my sugggestion is that you prioritise the expansion of the 'sales administration and customer service' part of your business BEFORE anything else!

Good luck!

cruella_de_vile

I've had an email with details of a refund for items out of stock, only thing is though it doesn't say what is being refunded!

wookie_2

sellercheckuk wrote: »

Dan,
I placed an order on Saturday 17th January with the knowledge (as advised on the web site at that time) that, due to the reasons we all know about, delivery/despatch would be delayed for 7 days. I had no problem with that and still have no problem waiting another week or two.
BUT what I DO have a problem with is your lack of proactive follow up.
i.e. I sent you a message last Sunday 24th to ask for progress explaining that I want to be sure to be able to be around to receive a delivery by DHL.
On Monday 26th this week you replied by email saying that "Your order should be shipped within the next couple of days. As its shipped you will get an email from DHL".
Guess what, I have NOT had either an email or an attempted delivery by DHL.
I have also NOT had any update communication from you or your colleagues.

I understand that you might not want to admit defeat and your apparent optimism might be due to naievity, but communication really is the key in building and maintaining trust and loyalty from your customers new and existing.
So my sugggestion is that you prioritise the expansion of the 'sales administration and customer service' part of your business BEFORE anything else!

Good luck!

Give dan a chance, if you could be bothered to read all the other posts you will see loads of other people who are more than happy with what is happening. Like with any expanding company, you get teething problems. Just be patient all good things will come to those who wait. ,,,,,,,,.