Thursday, 13 November 2008

NOT: Daylesford Organic mail order

Nov 9 to

Hi, I rang you to place an order on Wed 29 October - the order was for delivery on two items to my work address, and I had requested Friday 14 November as the delivery date.

I have just returned from a weekend away tonight to find that you have delivered the items on Friday 7 November to my home address and as a result the items have been sitting unpacked for 2-3 days.

Can you please confirm that the items in the cooler box (whole stuffed pheasant, brace of 2 pheasant and the salmon pate) are still safe to eat? I'm not sure how long they have been at room temperature. In addition, no cheddar cheese was delivered.

Thanks Joyce

*Phone call*

Nov 12 from

just to let you know we have sent out a replacment to you today

Nov 12 to

Do you mean that you have provided the replacement cheese or that you have provided a replacement of my whole order?

If you have provided a replacement of the cheese, is the rest of my order (meat and pate) still safe to eat given the chiller bag was no longer cold when I opened it?

If you have provided a replacement of the my whole order, should I throw out all the food that was delivered to me previously as it will be spoiled?

Can you please also confirm the delivery date and the address you have used.

Finally, this has been a very poor customer experience and I will not be ordering from Daylesford Organic again and will advise my friends against it. I sent an email 3 days ago about my incorrect order, then had to ring customer service to follow up and was expecting a call back which did not eventuate. I have now had to write another email to clarify what has happened with my order.

*Another phone call to 'customer service' again to clarify what was going on as no response. After that, to their credit, they wrote to say that they had redelivered my whole order, refunded the money and apologised for the inconvenience. But let's see whether my replacement order actually arrives on the right date, at the right place with the right items. BE WARNED.

...The farce continues!

Nov 25 to

Hi Sarah

I've just found out that TWO replacement packages were sent to my work address, one on the 13 November and one on the 14 November. I picked up the one on 14 November from the work mail room as that was the package I was expecting - I thought you only delivered on Fridays? In the meantime, the package delivered on the 13 November was not picked up (as I wasn't expecting it) and has consequently been rotting in my work mail room for 12 days!

Perhaps you need to look into your mail order distribution chain, as out of 3 packages which were sent to me, only one arrived on the right day and the right date.

Kind regards

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