Donald Russell
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Customer service and dealing with complaints
Ordered Chateaubriand, smoked Salmon and burgers and was promised free beef medallions as I spent over £100. The medallions never arrived. I picked this up with Customer Service who said they would credit against my next order - I don’t think this is acceptable as it forces me to repeat buy to rectify the issue - by doing so inevitably saved DR courier costs by not dispatching what was promised to me. Works for them not for me. I was sent a customer satisfaction survey which I duly filled in and voiced my opinion- I have heard nothing further since. Why send out a survey if you don’t respond to negative comments or make any effort to rectify? This is about the principle of customer service - if you mess up, own it and deal with it. You should have sent me my missing medallions - your choice whether you go beyond that by way of compensation. BTW I am not looking for compensation but I do expect customer service that acts proactively not reactively, particularly when you send out satisfaction surveys,appear on my SM feeds and email me offers trying to secure repeat business. It is a shame as the side of smoked salmon was some of the nicest salmon I have had for a long time.