Checkers Sixty60 – From Excellent Service to Unacceptable Delays, Poor Support & Quality Issues

I have been a very frequent user of the Checkers Sixty60 app since its early days post-COVID, often placing multiple orders per week. My order history will clearly show this – I used to love the service: fast deliveries, friendly drivers, and reliable overall experience, with only minor occasional app glitches. Unfortunately, over the last two months, the service has deteriorated significantly. What was once a standout retail delivery story has become deeply frustrating. Key issues I've personally experienced (and seen echoed in many recent Facebook mentions and other online complaints):

Severe delivery delays Orders from the Brackenfell Hyper (head office/central hub) have repeatedly been delayed by 3–4+ hours beyond the promised window. The standard excuse of "it's that time of the year" no longer holds when this happens consistently. When a service brands itself as "Sixty60," customers reasonably expect reliability close to that promise. These delays make planning impossible and erode trust completely. Extremely poor customer support WhatsApp and email responses are non-existent I have yet to get through to a call centre agent. Social media support provides only generic, cookie-cutter replies that don't address specific complaints. For a paid service where customers spend significant money, this level of inaccessibility is unacceptable.

Consistent quality control problems Too many orders arrive with substandard or damaged items (e.g., spoiled produce, incorrect substitutions, or poor packing). I've had to log multiple complaints for refunds/credits, which should not be necessary from a retailer of Checkers' scale.

I urge Checkers Sixty60 to urgently address these shortcomings before they cause lasting reputational damage:

Investigate and fix the root causes of repeated delays (staffing, logistics, dispatch processes) – or consider rebranding the promise if "60 minutes" is no longer realistic. Dramatically improve support channels so customers can get timely, personalised help. Strengthen quality checks during picking and packing to ensure items meet the expected standard. Oh and give us the option of having a quantity selector for substitutions.

I'm sharing this publicly in the hope that raising awareness will prompt real change. I want to return to being a happy, loyal customer – but right now, the service is letting long-term users like me down badly.