Delforno Glenanda & Head Office lack of concern

Within two weeks I went from being one of their most loyal customers with 3 orders in one week, to wanting to never deal with them again.

My email to *** on 08/07/2024 : It is with great disappointment and frustration that I am typing this email. I ordered the above and it was delivered completely frozen. When k called the store they said that’s how they get it from head office. I then asked them are they not supposed to heat it up because I’ve ordered previous desserts from here online via the website and it arrived heated and ready to it. I was then told that I must put it into the microwave. Bear in mind my microwave is broken. I ordered this dessert for my child as a treat before school opens. Then I get told o that they will send the driver back to collect it and warm it up then deliver it. My child needs to be in bed by 8pm. I do not have the luxury of time to waste by waiting for them to do this. They told me I can complain to head office if I want they are a franchise so this is what I am doing. I am a loyal supporter of this store and to receive a frozen dessert that was advertised as “Decadent chocolate cake with an ooey gooey molten center” is extremely disappointing . No mention that it is a frozen dessert which requires being warmed up, I think because it was a small order it was neglected and nobody bothered to warm it up as it should have been“

I received a response on 09/07/2024 from *** asking for my contact details which I had sent back on 09/07/2024.

Thereafter I was not contacted. I followed up on 16/07/2024 to which I received another response asking for my contact details. I sent my contact details back twice, again. On 17/07/2024 I then received a response asking if they could WhatsApp me and I responded that they may on the very same day.

The lack of care for their customer experiences can be seen throughout the entire value chain and that’s why it was so easy for the manager of the Delforno branch to tell me to complain to head office because they clearly know not even their head office actually cares which is evident in how my complaint was handled.