Customers are viewed as a nuisance not an asset

I'm disabled. no milk was left Monday. I rang the dreaded 0845 number to be greeted with " have you searched the house for it". I didn't realise I had signed up to a treasure hunt. I was asked if I would like a double delivery on Friday, which I declined. I rang and asked for the undelivered milk to be delivered today. Guess what. after searching my vast estate (Council terraced property) I still haven't found my goat's milk. But that's my fault as I just haven't looked in the right places.

I live in Liverpool, so, I cannot understand why I have to ring the Philippines for help when ringing my local depot would sort this out in minutes. Why do they complicate something which was so simple 40/50 years ago.

My name is Monica and I wouldn't recommend this service to my worst enemy as it would be viewed as torture.

Terrible customer service - no delivery - bad attitude from milkman - ongoing saga

After 2 years of being a customer i have just closed my account with milk and more. We used to get milk delivered every Monday and Friday. since returning from a holiday in Feb (for which we suspended deliveries) we haven't had any delivered. I have phoned the overseas service desk 6 or 7 times and each time they tell me the same thing. That they can see that the delivery has been cancelled (not by us) and they will reinstate it. The guildford depot phoned the house and apologised - said it wouldn't happen again. It's still ongoing (it's now May).

unusually today I was working from home and had a physio appointment, fortitously I bumped into the delivery guy delivering to a neighbour. He said we didn't order enough for him to come down our driveway and deliver. He walked across someone else's driveway to deliver to them - the same distance in the other direction would take him to us.

Unimpressed with the milk man, his attitude was dreadful. I have put in a formal complaint (for what good it will do). some people shouldn't work in customer services. ridiculous communication breakdown between the service desk, depot and driver.

Worst customer service experience of my life!

From day one this absolutely terrible company has managed to get everything wrong. It's been four weeks since I started using their online ordering service, and as yet I haven't received a single pint of milk. I've made numerous calls to their call centre, which is located in a foreign country. Companies like these try to convince people that their staff are UK based, and have half a brain cell between them, by giving them names like Chantelle, etc. I've made so many complaints having been charged for deliveries that haven't turned up (when every other delivery company has had no problem finding my address) and apparently they only have an extension number, not a full phone number for the delivery depot in Orpington. They claim that someone will call me back (but this can't be guaranteed) and true to form not a single complaint has made it beyond the ejits answering the phones in mumbai!

I've never experienced customer service like it. If only i could give no stars....

Good service, a few faults, call centre is poor. Uk head office is good.

We've been using milk and more for 3 years. Our milk is always delivered before I get up (5am). I've never experienced a problem with cancelling an order and the holiday feature on their site is great.
I find their site easy to use and add items . I'm not sure what others have issues with.
We are aware there are cheaper sources for milk, but I believe the farmers get a better deal from dairy crest than the supermarkets.

My problems arose with addition or promotional goods at knock down prices, and replacements for the out of stock promotional goods. After speaking the the call centre in Manilla ( Philippines ) and getting no where, I called the UK head office in Oxford and explained my problems. My account was refunded and normal service resumed. We just don't order promotional goods now.

I understand the labour charges for call centres, and hate this facility, but I'm hoping we have no further issues. If we do, we're off.

I recive an e mail to tell me when are how much will be taken via direct debit. It's my responsibility to have sufficient funds.

All in all, I'd recommend .

Whiteley, Hampshire.

Long time customer and very happy

I have been a customer of Milk and More for over two years now. I started getting deliveries when I found out what a wide range of milks they deliver, including goats and soya. I was surprised to read the negative reviews and in my entire time I have been able to order, change and cancel days orders on line with no problem. I have had two milk men over these years who have been polite, on time and pleasant to speak to, despite my dog's furious barking whenever the milk float arrives! I would recommend milk delivery to anyone as a convenient and practical way to ensure the milk never runs dry.

Poor website ruins what could be a good idea. A disaster

The website is poor and will not let you use your own password. Attempts to get their password sent to me proved impossible. A disaster. I have stopped using them to find my milk at Tesco's for a quarter of the price. I recently tried to get a delivery set up for my 85 year old mother - impossible. The security on any site obviously needs to be good but if it is so demanding that it stops you ordering then it is a disaster.

Appalling

I have never experienced such poor service, and that is saying something. I was a Milk&More customer back in 2009 when it was first launched and had nothing but problems which led to me cancelleing my account altogether. In August 2012 I decided to give them the benefit of the doubt, having already signed back up to offline deliveries some months previously with no issues experienced. Oh, how I now regret becoming an online customer. Since the day of rejoining, my account has had an application error which no amount of phone calls and negative feedback on the website have resolved. On the first day, the Customer Services rep I spoke to told me it was not a problem their end and was related to Internet Explorer. I then logged on with Firefox and had the same problems. I found her to be very rude and offhand with me (and, in fact, not very knowledgable about the service). She had to set up my regular order of milk and bread, but I cannot view this regular order upon logging in and therefore I have no ability to adjust it if I have too much or too little of either. I also cannot add to, delete from or otherwise amend my basket. Now I am not even receiving milk as someone at Milk&More's end has seen fit to delete my regular milk order! All in all, despite the friendly and polite Customer Services staff (except the first one I spoke to!), a really appalling experience which nobody at Milk&More seems capable of resolving. Hence, as of today 20th November 2012, I am writing a formal letter of complaint to Milk&More and cancelling my account. You can't even contact them by email, you have to write or telephone (both of which cost!). However, having seen the email address underneath this review as I am typing it, I will be sending my letter there!

Appalling

The customer service centre is run from India who I can't understand, the gimmick is you can order up to 9pm the day before but they NEVER have delivered it the next day, I normally have to chase it up. I may be unlucky but we have the most unsociable, ruse, tactless milkman ever who should definitely NOT be working with the public. A disgusting 'service', even the £10 off won't make me return (unless they sort their staff out).

Shocking! BEWARE!!!they will charge you and make you overdrawn!

Although the actual milk service is fine, the after service is appaling!

i am very dissapointed in this company and will never use them again.

i had a £10 refferal credit, i applied it before checkout and was told my total was 18p to pay, my invoice waas set for 15th march, they took the full £10.18 out and made me overdrawn.[

i called their customer service, who said they had no record of my invoice, even though they were looking at my account, this was said by justin.

I called back and spoke to mark, this time i gave him my invoice number and told him that this transaction had made me overdrawn, there was no apology, he then said he would credit my next invoice, i asked him for a code, he said there wasnt one and i was to trust him, lol, i said its hard to trust you when youve made me overdrawn, he then said if the money doesnt get taken off, you can call back and ask for me to resign! LOL

The customer service is appaling, beware and check your bank account at every oppurtunity, milk and more are crafty thieves!

Carole Palmer found this review useful

fed up pensioner

i am not pleased with the customer support side of the company. they did not tell me to re register my debit card but somehow managed to continue to take payments. when i tried to place an order they said i had exceeded my credit limit. even though i owe £1.15 i still can not place an order. you can not contact online so after a very difficult phone call . (accent of call centre employee) i am teetering on the edge of closing my account.

great service

prompt & efficient service (although it was 3am that order was delivered but no complaints)

recommended

Fabulous

Great service and all delivered efficiently from a friendly, welcoming milkman. Would highly rcommend.

paul sefton found this review useful

Great Service & Support

First time customer, got bulky items that are usually a nightmare to carry home (no car) for a bargain price and when I had to ring customer services they were very quick and helpful

Thanks!

paul sefton found this review useful

super service

excellent service, and all my items were delivered. fab service!

paul sefton found this review useful

Excellent service and system

Superb service, can order until very late in the day and still have goods at your door by 6am the next day! Milkman had paid attention to my additional information and put the goods exactly where I had requested, very good.
There are also a number of deals available that are on par and often better value than your local supermarket.
Will recommend this service to a lot of people as it is very useful and hs yet to let me down!

paul sefton found this review useful

Great Service

First time user of this company and have to say was impressed with the service.

Our order was waiting in the requested place this morning with everything I had ordered was there.

Will use again and have made a regular order to be delivered weekly.

paul sefton found this review useful

Great service

My order arrived at 2am. Can't fault them in making sure it is here in time for breakfast. The only issue was the milkman didn't leave it at my back gate as requested, instead it was left outside the front door. This however is the fault of the milkman, not Milk&more. I will be using again and even plan to set up a regular milk delivery.

paul sefton found this review useful

Excellent Service

Excellent service, all my shopping arrived this morning and I placed the order yesterday afternoon. Very pleased.

Excellent service

Everything arrived, on the day given, was on my doorstep when I got up at 7, would highly recommend. Bring back our milkmen !!!

Poor

First time customer this morning, the bulk of my order was missing. I rang to enquire why and was told "oh yeh sorry the other items are out of stock" I now have to go out shopping, which defeats the object of ordering online!!

Top Company with great customer service!

I would definitely recommend Milk&More and I think they will do very well - They offer a personal , friendly service and free delivery with no minimum spend ( unlike the big supermarket chains!! ) & have great offers too

Handy , convenient & would recommend their compost bags as it is rather difficult if you have no transport yet need the big bags of compost!

So now you can have a nice , burly Milkman deliver them to you ;-) lol

GREAT if you just need 'a couple of bits' in too!!

paul sefton found this review useful

Brilliant system, reliable and easy to use

I use Milk&More to order milk for my elderly mother. Fantastic that I can change the order up until 9pm the night before. Deliveries only on Mon, Wed, Fri but that's no problem. It would be nice if there were more items available (sweets for example) and newspapers would be brilliant, but otherwise it's perfect.

Best as per my experience

Still i will recommend seller to give some more discount to get more popularity

Much better than the old way

So easy to sort out my orders online.I can book extra when needed,add sugar and tea when we are running low,so much easier than sorting petty cash and having to run to shops all the time.Very easy to order a bit more or a bit less as required.