Cus­tomers miss out on food bags

Western Leader - - OUT & ABOUT - JULIE ILES

Many My Food Bag cus­tomers in Auck­land have had to find other ways to get food on the ta­ble as the com­pany failed to de­liver their meals over the last two weeks.

The com­pany, val­ued at over $100 mil­lion, de­liv­ers bags with por­tioned and pack­aged in­gre­di­ents with recipes for sub­scribers to cook at home. But Auck­land cus­tomers have com­plained on Face­book that de­liv­er­ies have been missed or been late re­cently.

One cus­tomer wrote on Face­book the com­pany had missed six sched­uled de­liv­er­ies.

While an­other wrote she was stop­ping her subscription and un­sure if she would re­turn.

Oth­ers were more for­giv­ing. One wrote: ‘‘I would for­give this is­sue hav­ing had great ser­vice in the past.’’

‘‘Most cus­tomers have been un­der­stand­ing.’’

My Food Bag spokes­woman Deb­o­rah Pead

‘‘I could eas­ily cook up some spaghetti and tomato sauce in 15 mins or eggs on toast.’’

Con­tact­ing My Food Bag’s cus­tomer ser­vice staff might take a bit longer.

The ‘‘Cus­tomer Love’’ line has been busy with cus­tomers ask­ing af­ter the sta­tus of their de­liv­ery.

Stuff’s call to the call cen­tre was on hold for 55 min­utes be­fore it was an­swered.

My Food Bag spokes­woman Deb­o­rah Pead said the num­ber of call cen­tre staff has been more than dou­bled to 34 to cope with the the in­flux of queries by phone, email and so­cial me­dia

Cus­tomers wrote on Face­book they were be­ing no­ti­fied by text mes­sage if the de­liv­ery has been can­celled and they were told they would re­ceive a re­fund in three days later.

Pead said the is­sues were due to the com­pany’s move to a new de­liv­ery hub in South Auck­land over the last two weeks.

She said cus­tomer re­funds and com­pen­sa­tion was some­thing the com­pany was ‘‘work­ing through at the moment’’.

Pead said 70 per cent of miss­ing de­liv­er­ies would be re­solved by 5pm on Mon­day, and all meals would be de­liv­ered by 9pm.

The ‘‘hic­cups’’ in the new pro­cesses would be re­solved by next week­end, she said.

‘‘Most cus­tomers have been un­der­stand­ing be­cause this is not nor­mal for the com­pany.’’

Founder and chief ex­ec­u­tive Ce­cilia Robin­son said she had spent the day at the ware­house re­view­ing the de­liv­ery and pack­ag­ing pro­cesses.

Robin­son would not say how many cus­tomers had been af­fected.

‘‘My fo­cus at the moment is to make sure we ac­knowl­edge this is­sue and see that it is a one-off ... so peo­ple feel con­fi­dent it will not hap­pen again.’’

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