Customers miss out on food bags
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.’’