Milk and More - utter rubbish

KME91

So I signed up with Milk and More a couple of months ago, and originally was having milk bread, soft drinks and a veg box delivered. First two delivery dates for the veg box, they sent the wrong one, a salad one the first time and one with fruit in the second time. I called and complained both times, and they didn't offer to replace, although I did get a refund the second time.

I figured it was just teething problems and persisted with them, and for a while their deliveries were ok, the odd thing missing here or there but no big deal.

They sent me a bottle of grapefruit juice once rather than orange juice, easy mistake to make they're in glass bottles and very similar colours. I called them up and they agreed to swap it on the next delivery date, they also credited some cash (£5) to my account for the trouble caused.

So I've been less than impressed at times but largely it's been ok until this month. We decided we didn't need an order one saturday so used the 'cancel this day's order' function on the website. Lo and behold, on the saturday half of our order was delivered. Only trouble was we were away for the weekend, and so it sat outside our house all weekend, advertising to all and sundry that the house was empty. I called them up and complained, they told me I should have used the 'going on holiday' function to stop the order, not the 'cancel this day's order' function, although it probably wouldn't appear on my invoice so I wouldn't have to pay for it. It did show up on the invoice. I paid for it since we kept and used the delivery. But after that I cancelled all of my orders, and sent a message through their website telling them so and why.

Nothing was received last saturday as expected, but this saturday I've opened the front door to discover half of my original order sitting on the doorstep. So I've checked my orders, definitely all cancelled, rung them, they confirmed they are all cancelled, and that they will collect them back on Tuesday. no apology, just thanks for calling.

So overall the service has been pretty poor, and more hassle than it was worth, I won't be bothering with them again.

geordieracer

Sounds pretty rubbish service that does. Mind you ive had no problems with my lot down here - always what i order and when.. Though the other day they put it at the front of the house when its always round the back but thats minor.

you should try and speak with your milkman and let him know the problems with your orders - he may be able to get things sorted at the depot

KME91

We tried that but still the !!!! ups kept on coming.... we've just given up with it all now. They're collecting their products on Tuesday and then I'm planning on never dealing with them again.

pmduk

They don't deliver in my area, so I've not had the pleasure of dealing with them.

chuckley

maybe write to them about the contunuous errors and their lack of empathy. sounds shoddy! with the products like the wrong juice, it could b the milkman on ur route mixing it up.

KME91

And now the latest instalment, they have just sent me an invoice for the last two lots of wrongly delivered stuff. I've called them up and told them I'm not paying for their mistake, and they tell me that once the invoice is raised they can't stop the payment being requested, so the payment will probably go through and then they will have to refund. Do I trust them to sort out the refund? probably not.... joy.

DCFC79

Why continue to use them then if they didnt perform first time.

KME91

Because I wanted to give them the chance to sort it out, plus the service, when it worked well, was really useful. Everyone makes mistakes right? But sadly the hassle outweighed the benefits. Given that I cancelled over a month ago I was pretty gobsmacked to get an invoice for stuff I was promised I wouldn't be charged for, but it just reaffirmed that I'd made the right decision to cancel.

KME91

Well surprise surprise. I foolishly gave them a week after they took the money out of my account to do the refund as they promised they would. Guess what, no refund. So I called them up yesterday, asked them to sort out the refund, had to explain all over again what had happened, only to be told that they could only do the refund after they had a supervisor speak to me and one wasn't available right now. They promised to call me back the same day and sort it. That didn't happen.

So I've just got home from work and called them again. Had to explain to them all over again what had happened, and got passed through to a supervisor this time. And then had to explain it all over again. She told me the wrong amount for the refund, so then we had to go over it all again. Eventually she confirms that she has the right amount and can agree the refund, but the accounts team are not back until Monday, so they can't process it until then and could not tell me how long it will take.

To say I'm less than impressed is an understatement. This is quite possibly the worst customer service I've ever experienced. I got the distinct impression they hadn't even considered refunding me until I called yesterday, and I highly doubt that anything will happen on Monday, although I will be telephoning to check. Every time I've called I've had to explain what's gone wrong again, sometimes more than once. They offered me a credit to my Milk and More account which would have been all well and good except they have closed my account at my request and so couldn't credit it even if I wanted them to! Which I've made clear repeatedly that I never want to do again.

So shall we run a bet on whether they will manage to refund me on Monday?

marywooyeah

aw thats awful service! I was going to use them as there is a free £10 offer but won't bother now, and I have a feeling you're going to have to fight to get your money back on monday, what a farce.

KME91

Well I got home to a missed call on Monday, but too late to ring them back, so called them back this morning, when they confirmed that they would be crediting my account with the refund. So I had to explain again that they had already closed my account at my request and I wanted the money back. They told me they could credit the money to my card, if I gave them the details. So I agreed to that, but it's still going to take between three and five working days.

Hopefully that'll be the end of it though!