Have used Dairy Crest/Milkandmore for years, pleased to support the traditional doorstep milk delivery. System only works when the regular milkman delivers. Always goes up the creek when he's on holiday or sick. Always. This morning we had someone else's delivery and not our own. Tried to ring local depot, as I have done before, only to find local numbers no longer work and you have to ring one central Dairy Crest call centre number. And where's that? In Manila in the Phillipines, as it turns out. How crazy is that?! Charming young lady kept me on the phone FOR 15 MINUTES - and it's NOT a freephone number - after telling me she couldn't give me the number of the local depot or their email address (because that was only for internal use!) unable to deviate from her script, causing me to spell and re-spell our address, postcode etc as she didn't understand them; putting me on hold while she needed to 'refresh' her system (oh, what a surprise); and then being unable to do anything except tell me that she would inform the local depot of my call. Huh? Hello! I could have done that myself if I had had their local number!!!! When she attempted to put me on hold for no doubt another lengthy time I told her that I was cancelling my order forthwith and would be getting my milk in future via my supermarket grocery shopping. The charming mask rather slipped at that point. It's your own fault, Dairy Crest/Milkandmore. You are squandering the goodwill of customers who are desperately trying to support you. Having a call centre in Manila is crazy - we need to talk to the local depot, not some script-reading robot in the Far East. When you consider how much more expensive your milk is than that from the supermarkets, I fear your days are numbered. Oh yes, and what's more, I shall be pursuing the cost of that 15 minute phone call when I get my phone bill - I was blatantly kept on the line (as I see other reviewers have mentioned too)
We use Milk and More for our small business unit serving 8 people and found the ordering of product to be very good. We have a delivery of milk every other day and top it up with other items in between a big food shop. Have no reservations about recommending M&M to anyone.
We have been customers of Milk and More for several years now. Had no issue with them, always got milk delivered to us correctly even when we moved address.
Last year there was an occasion when they didn't deliver our milk yet still charged us for it, we only managed to get a credit on that non-delivered milk last week (Jan 2014)!
A couple of days last week they delivered our milk to our neighbour's house even though our house number is quite clearly visible on our front door. Same thing happened again this morning, so after this morning's complaint (the third in the space of a few days) I decided to cancel my account.
The call centre in the Philippines couldn't really care less about my complaints and were blatantly reading from a script card, so I'm going to buy cheaper milk from my local supermarket instead from now on.
This company takes money from your account that you don't owe them, they charge you for items you haven't had and to top it all my milkman only works three times a week.
Don't bother trying to contact customer services because they had a set "script" to stick to and don't help, if you ask to talk to a supervisor they tell you there isn't one and if you ask them to call you back they don't. It also costs a fortune to call them from a mobile and when they do answer they then keep you on hold for ages.
I am a new customer to MilkandMore and firstly the milk man is brilliant, efficient, comes on times etc.
However.... i cannot make changes to my account on line owing to (in their words) a 'glitch' being quite new to the service i have wanted to make the odd change as i find i'm not getting enough of one thing or too much of another. Everytime i do this on the phone something goes wrong and either something gets completely cancelled or i get lots more than i wanted on more days!!
Been a customer for several years, never had too much problems, milk was cancelled when I asked it to be and delivered when expected, then this year, complete and utter shambolic mess. Change amount delivered earlier this year as not using so much ut still had 3 deliveries a week, yet despite reducing order was still being charged for original amount, this took 4 phone calls to resolve and various excuses. Then milk was increased to original order even though reduced amount showing on line again numerous phone calls, never received a call back, 2 weeks to finally get sorted - blame laid on milkman who was used to delivering higher amount - pointed out that the reduced number started before the milkman changed and had been reduced for a couple months a this point, - no answer from milk and more. Then the summer, cancelled order completely for 5 weeks due to holidays, yet still received milk and still billed, called them within hour of delivery to be told it would be collected, 2 weeks several bottles of milk left on doorstep for them to collect eventually had to throw it away, numerous telephone calls to what appeared to be a contact centre in india, no response or acknowledgement of complaint, informed them if not responded to would cancel account. Even provided feedback on website one day logging complaint, and surprise surprise no response. Since I received no response I cancelled the account ( which clearly didn't seem to bother them), now waited over a week ( and 3 telephone calls) to get them to collect a crate and a half of empty bottles, apparently all they can do is log the report, they dont handle or respond to complaints and appear to have no interest in customer service. Whilst I am happy to support such things as milkmen, I'm afraid customer service is important, and if I cant rely on them, then this is pointless. Milk and More have no interest in customers, or their opinions, no it would seem do they pay any attention to amendments you make to your account on line, and expect you to bear the cost when they get it wrong. Will never be using them again, shame.
Joined them as a new customer with vouchers totalling £15. My order came to £19.69.
I received my invoice for £19.69, no sign of the vouchers, I logged into the account area and there's 2 invoices, one for minus £15 and one for £19.69. I called customer services on the 18th September who promised that the credit of £15 would be applied against the open invoice, of course on the 23rd September they took the full amount from my credit card.
On top of that, I ordered smoked bacon, but received normal. I ordered felix pouches, I got cans. The shopping was left out in the rain without even being put in a carrier bag, it was in an old milk crate, it'd rained so hard the teabag box perished, it's just lucky that they're in a foil wrapper. The milk went sour 3 days before the use by date.
Atrocious service, offshore call centre for a local dairy, no way to email them, you can only write to them or telephone them. I'm choosing to write to them because I just don't have the patience to deal with their call centre staff who, when you start to complain, suddenly have difficulty hearing you or the line becomes bad.
The milk keeps going off even though there are days left to the expiry date. We take it in early morning within an hour of delivery and put it straight into the fridge Yes, the fridge works and no, it doesn't matter if its bottled or plastic container. Just lately the milk was "off" with 6 full days to go before expiry. This keeps happening. The first time it happened we wrote in thinking they would be bothered about it. They wrote back and said the batch was fine, it must have happened in th distribution system. WELL OBVIOUSLY IT DID. That's the point. No explanation offered and no change to procedures. So guess what. It happened again. And again. And again.
I've heard they load up the delivery vans the night before and leave them out for the drivers to drive off immediatey the next morning. If true, that would explain it with these warm nights lately.
Then they made it worse by sending a voucher for some free milk to our neighbours acknowledging "their" complaint. We let our neighburs keep it. The last thing we wanted was more stale milk.
So what did we do? We ordered less milk. We top up from the supermarket which always lasts the full duration until expiry.
And when I say utterly pathetic, I don't mean in a "disgusted, indignant" sort of way, I mean it in the original sense of the word - like a wet, bedraggled dog on the street sort of pathetic. Here we have a dairy company where some management bright spark comes up with a plan......"We have to get into this internet retailing lark" he announces at the latest board meeting...."everyone's at it these days, we'll make a fortune".
And so, lo and behold after much congratulations, back slapping and money spent, here we have just about the worst possible execution of an online retailer imaginable. A business that spends good money on recruiting real life, honest to goodness customers, then fails to meet a single one of those customers' expectations - first one, of course, being the actual delivery of the goods they sell. I mean, how in the hell could you get such things so wrong?
Dairy Crest / Milk&More and specifically the morons in management there that couldn't run a sweet shop, you are truly, utterly pathetic.
Please, please, even if you think it's a good idea and a great convenience to have your few regular essential items delivered to your door, avoid any temptation to use this company. You'll end up in a world of frustration, annoyance and premium rate telephone calls to a call centre in Myanmar. Avoid like the plague.
We could not get our last address up with their online address finder. I spoke to customer services who were obviously reading off a sheet of paper because she was talking to me like a robot and not actually answering my query. In the end I gave up and never ordered from them. I have now moved into a new address and again this address does not come up in their address list. Once again I rang customer services, the lady said she could not do it and that only the technical team can do this and they were not available at the moment. So I asked to speak to the manager. The manager rang me back about 10 minutes later. He tried to go through everything the customer service advisor went through with me despite me saying I have already gone through all of this once. And then he said he could not change my address on the system, so basically no you cannot shop with us. How ridiculous. I am trying to give Milk and More money for our deliveries and yet we are just being turned away, so we will go back to Tesco or Sainsburys deliveries. Terrible customer services.
Apart from some teething problems when I started using the service, namely my address not being in their system and anything apart from standard milk or juice being unavailable (both of which were sorted), I have had no problems with Milk & More at all and highly recommend the service. I have only met our local milkman a couple of times as he usually comes in the very early hours, but he is a friendly chap and has never failed to turn up, even when the road was waist deep in snow. I can change my order or cancel up to 9pm in the night before a delivery, which has always worked fine, and the service offers more than just milk, although as I mentioned above, anything out of the ordinary may well be unavailable until they realise you're going to order it frequently. The service is naturally more expensive than the supermarket, but you have to accept that for the convenience. I hope the service is as good in your area as it is in mine.
Just had first two orders of cartons of milk. First one they sent me semi skimmed instead of full fat milk. Rang and complained all nice, fine. Next order came had one full fat and one semi skimmed milk supposed to have two full fat. Rang up and complained a bit angrier said they would sort it. Gave the full fat milk tommy daughter (who they are meant for) all fine. Went to drink the semi skimmed milk myself rather than waste it and nearly threw up. Not only did it taste vile but it was curdled and past its use by date. Not acceptable. What if I had give that to my 15 month old daughter
I thought I'd give Milk & More a try for the following reasons: I wanted the convenience of milk at my door, just like the good old days. I believe in supporting local dairies, not the capitalist supermarket scumbags. I wanted real un-homogenised milk, with cream on top and milk at the bottom that you have to shake before you use (why? because that’s how real healthy milk should be!), not the crap shop bought pure white homogenised milk. Why do supermarkets only supply homogenised milk, because they think customers won’t buy off coloured milk with cream on top that has to be shaken to use and doesn’t have quite a long a shelf life. Homogenised milk is bad:
The only bad thing I have to say about their service is the rubbish call centre, foreign and their staff seem to just use the milk&more website to answer your question rather than knowing the answer and being able to provide more info than the website has ... perhaps I was unlucky to have got the new staff the times I have called, so perhaps they have call centre staff who speak good English? 4 stars, would have been 5/5 if it wasn’t for the call centre.
They are crap in my area (SW1) they just never deliver my order it feels like they cant be bothered to do so............... everytime the last 4 times I've ordered items they have cancelled it and the excuse is always they don't have it in stock..........What milkmen doesn't have milk!!!!!!!!!!!!!!!!!!!!!!!! I would not recommend they at all they are terrible! I have a new born baby & a 2 year old and this is just a joke
I have been having my milk delivered for a few years now. Googled MIlk and More this morning to alter my regular order and saw all these bad reviews so thought I would redress the balance a bit for what it's worth! We have had the same milkman since we started I know his name but I have never met him. We used to leave the money on the doorstep in the days before they set up their website. I find the website very good I cancel orders and add to orders regularly and I have been lucky enough never to have had a problem. The payment gets taken out at the right time each month and the right amount. I do not live in a big city however and our house is easy to find but it is the last house in the street up a little private drive. As far as I know the milkman only comes down here to deliver to us but in all that time whatever the weather he has never let us down. I know the milk at 75p a bottle is dearer than the supermarket with it being delivered but I look at it like this, I am helping to keep him in a job and as a previous reviewer says I believe Dairy Crest give a better deal to the Farmers for their milk. If we don't support the milkmen that will be another service lost in favour of the supermarket giants who have destroyed local businesses and delivery services in their favour. When I was a kid we had milk, bread, pop, and groceries delivered by different people. Today the supermarkets have cashed in on that as well £5.50 a delivery usually. Sorry if you have had a bad experience with milk and more but please try and support your local milkman before that's another service lost forever. Just for the record I have no connection whatever with this company apart from being a customer!
The website is impossible the phone line not much better. My milk order has been incorrect several times and often no milk at all and then I've been charged for it. This means another call and somtimes I just can't be bothered. Am going to stop the service the next time they get it wrong.
The worst company I have ever dealt with and I was a B.T customer. They have made very few correct deliveries, some times I get more then I asked for, but more often then not I get nothing. I phone up and complain and they give me money off vouchers that's all well and good but not the point. They also attempt to charge me for items that I did not order or did not arrive. Due to the milk mans inability to chose where to put the delivery which is unlabelled (I live in a block of flats) I have a nice little treasure hunt. The delivery has been left out in the rain, hidden in the cleaners cupboard and the milk has been left on a radiator. DO NOT TOUCH
Customers are a nuisance to this firm not an asset. First I was asked if I had searched my property (a terraced 2 up 2 down) for the missing milk. then after much debate over several phone calls and emails, I was given 2 free weeks as a good will gesture. Huh. I was asked to pay for those and the missing milk. This week I was told the depot would contact me and give another free week. Guess what. No milk. Obviously my mistake. I thought that meant not paying for this weeks milk. What they actually meant was no milk for a week. My punishment for complaining no doubt. No contact with the Depot. I could understand that if they were making there way to my home from Milan but the depot is only a few miles away, they could have crawled here by now. (They don't have phones, the age of technology hasn't reached them yet). I give up. To day I cancelled my order (not that they'll notice. The ghost of Milk and More can rest in peace. (I've never met my milk man so I assume its a ghost). Monica Palfreyman
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.