Riverford Veg Delivery Problems

liz545

Wondered if anyone has any advice on how to sort things out with my organic veg delivery from Riverford. I've been very happy up until now, but last week I logged into my account to check my order, as the Summer Box I was receiving was switching over to a Winter Box. There were no future deliveries listed on my account, so I set one up, and got an emailed order confirmation specifying that I'd placed an order for 1 box. When I got home from work, I'd received 2, so I emailed my distributor; when he called me back he didn't apologise and stated that it did say in the newsletter that the boxes would switch over automatically so it was my fault for duplicating the order.

The next day he called to say that he'd be able to pick the extra box up and pass it on to another customer, so I left it in the designated safe place. No email or call to acknowledge receipt, so I emailed the next day to check that he'd got it and ask how the refund would be processed. No reply for a week, so today I sent an email saying I would've hoped for an explanation of how the problem had occurred, an apology for the inconvenience, and an acknowledgement of the collection and refund; he's replied to say that the box will be credited against my future order, but hasn't addressed any of my criticism or even seemed to notice that I'm frankly unhappy! :mad:

To be honest, it doesn't fill me with confidence for my future orders, and I would have expected a better level of customer service from Riverford. Does anyone know if there's anyone else in the company I could speak to about this? Their website suggests contacting your local distributor, but I'm clearly not getting very far with him and I'd like to speak to someone from Head Office if possible. Any suggestions?

hollydays

Move on.Change your supplier.

RadoJo

I suppose it depends on whether you think the explanation given for the duplicate order was reasonable? Did it state on the newsletter that the delivery would change automatically, and remind customers not to re-order? If so, then I think they did everything they reasonably could have done to prepare you for this. I can understand your distributor being annoyed if you have created an inconvenient situation for him, but he shouldn't have taken it out on you, just pointed out the reason for the problem and tried to resolve it. All in all, if you have had good service from them up until now, I would give them another chance - after all, everyone's allowed to make a mistake.

liz545

I think I probably will stick with them - I'm not too impressed by the quality of the Abel & Cole delivery that my flatmate gets, so changing supplier doesn't seem viable. It did say in the newsletter that the box would switch over, but the online account didn't show any future orders, which is why I placed the order. The distributor says that the boxes 'went inactive' which is why they didn't show up, but if it doesn't show up, how're you supposed to know it's been placed? It's hardly the end of the world, but the terse tone of his reply has really irritated me - how hard is it to type "I'm sorry for the inconvenience"? I'd still like to drop a short email to HQ if anyone knows how to contact their customer services...

hollydays

What about using the contact us facility on their website.

brycat

Hi Liz,
I live near Riverford Farm so have had a quick look in the phone book for you and there are several numbers. The two that look most helpful are;
Riverford Organic Vegetables Ltd, Head Office; 01803 762720

Riverford Home Delivery; 01803 732786

Hope that's of use (and not against site regs)