A year ago, I had a reasonable experience with home delivery. The drivers were helpful, and the store staff were quite good. However, the customer service team has been a major letdown! After receiving a £150 voucher, I thought things would improve, but I was mistaken.
My first order arrived late, and one of the items, bread, was substituted. The substitute was delivered at 21:15 on 04/12/25, yet it was already expired by 05/12/25—just 2 hours and 45 minutes later!
The phone support is quite rude, with a condescending tone, and the call quality is poor due to the distance involved.
I won't consider using this service again under any circumstances.
It seems the company has lost its assets and cash after the recent takeover, which reflects in the staff's attitude, lacking morale and care for what was once a great supermarket.
I fear that if they continue this way, they may face a significant collapse or need rescuing within the next two years.
Management appears to ignore customer feedback completely, as I was informed that there’s no direct way for staff to relay feedback to higher-ups.
Given the current issues with service quality and product availability, it might be best to let this struggling supermarket fade away, similar to others that have disappeared.
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