1 reviews | Active since Sept 2020
Poor operations within the business.
I ordered last week a medium box of fruit and veg. I received a msg at 11am that the parcel had been collected. Time was going on and i needed to leave in afternoon, When i called to find out what time i could expect the delivery i was told 20 min which ended up being an 3 hour delay. They sent the dispatch msg at 11am and i only received the parcel at 3pm .I was very surprised the parcel was delivered in toyota with windows down on hot afternoon's day. The brown bags were completely soggy and the box was humid. The fruit and veg was not the freshest. I also received different items to what the website listed. On the website it says it eliminates the cold chain by picking goods and delivery immediately which was not the case with my delivery , the fresh fruit and veg was sitting in a hot car for hours before deliveried to my door. I informed the owner and to my surprise his not even aware of the vehicles that are being used to transport the fresh goods. It says they aim to be plastic free but i still received 60 % of my goods in plastic. Its good concept but they need to work on operational capabilities.
As we discussed on the day the couriers who we use to do the deliveries use vans. On the day in question the courier arrived in a car as his van had broken down. He had come to me in the morning to discuss this, so I am not sure why you got the impression that I had no idea. As I explained to you he split his trip into two sections due to this, and therefore your first sms letting you know of dispatch was for the first half of his trip as it was activated. Your box was not in his car for the whole day.
When you contacted him (the driver of the car and not FarmFreshOnline ) at 13h30, he informed you that he would be 20 min. He was looking at his app which calculates his time and mileage separately between each delivery. Unfortunately, as he explained to you, he had added up the mileage and not the time. You apparently told him that this was no problem, and as he had apologised to you that you were not upset with him. He delivered by 3pm so it wasn't quite the 3 hours you claim here. When you complained to me about the quality of the produce, I offered to refund you for the box but you have declined to provide me with your bank details. The offer stands and I am still happy to refund you.
Our "no cold chain" claim is accurate. We buy the produce from the farmer's market in morning and pack it and deliver it on the same day. There is not cold room, no warehouse and no time on the shelf. This does not mean that, like with a pizza, it is delivered within 20 min of dispatch.
The items listed on the website are listed as examples of what can be in the box as we like to bring variety from week to week to ensure a different and exciting box weekly, while also ensuring the staples are included. This is also done as we only build the box in the morning at the market, finding the freshest available items.
I hope this brings you some clarity on the matter.
As we discussed on the day the couriers who we use to do the deliveries use vans. On the day in question the courier arrived in a car as his van had broken down. He had come to me in the morning to discuss this, so I am not sure why you got the impression that I had no idea. As I explained to you he split his trip into two sections due to this, and therefore your first sms letting you know of dispatch was for the first half of his trip as it was activated. Your box was not in his car for the whole day.
When you contacted him (the driver of the car and not FarmFreshOnline ) at 13h30, he informed you that he would be 20 min. He was looking at his app which calculates his time and mileage separately between each delivery. Unfortunately, as he explained to you, he had added up the mileage and not the time. You apparently told him that this was no problem, and as he had apologised to you that you were not upset with him. He delivered by 3pm so it wasn't quite the 3 hours you claim here. When you complained to me about the quality of the produce, I offered to refund you for the box but you have declined to provide me with your bank details. The offer stands and I am still happy to refund you.
Our "no cold chain" claim is accurate. We buy the produce from the farmer's market in morning and pack it and deliver it on the same day. There is not cold room, no warehouse and no time on the shelf. This does not mean that, like with a pizza, it is delivered within 20 min of dispatch.
The items listed on the website are listed as examples of what can be in the box as we like to bring variety from week to week to ensure a different and exciting box weekly, while also ensuring the staples are included. This is also done as we only build the box in the morning at the market, finding the freshest available items.
I hope this brings you some clarity on the matter.