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2021年6月23日

Hey Liam,
Thanks for getting in touch - we're very sorry to hear that you have had a disappointing experience with customer service - the vast majority of our reviews have been highly favourable to our customer experience and we work hard to ensure we provide a quick and resolute response.

We are just in the process of introducing 'what's in the box' information for customers, this will be going out in the weekly email and on Instagram. We have avoided providing any form of print out in the boxes for environmental reasons.

pale green dot からの回答

2021年6月22日

Hi Sarath,
First of all thank you for your subscription with us and we're pleased that previously you had loved the boxes.
Regarding your last two boxes we are very sorry that these haven't met the high standards we expect from Pale Green Dot produce. We have several steps in place to ensure that only the freshest produce goes into the boxes; clear buying standards / packers empowered to highlight damaged produce / warehouse manager doing spot checks of boxes, however this appears to have failed.

As a point of action we have now doubled the minimum number of spot checks the warehouse manager is making on all boxes leaving the depot and introduced photographic evidence of these boxes.

We have just moved our warehouse operations from Brighton to London (as of this week) so that we can have greater oversight of all boxes heading to our customers. This along with enhanced spot checks by the manager should ensure a step change in quality.

We really hope that you will give us another chance.

pale green dot からの回答

2021年6月19日 に更新

Hi Cleide,
Thanks for contacting Pale Green Dot.

We’re sorry to hear that you feel the quantity of produce appears to have dropped - this certainly hasn’t been intentional, we strive to prove excellent value for money to our customers at all times.

There will of course be times when an item or two is accidentally missed from a box - whenever this happens and a customer contacts us to say they feel something is missed we will always provide a generous refund for the missing items. Of course this isn’t ideal and we’d much rather our customers received the boxes full.

We’ll ask customer services to try trace your order and refund you.

pale green dot からの回答

2021年6月17日

Hi Stacey,
Thanks for getting in touch.
We try to ensure we have a good mix of different fruit in our box to keep you going for the week. We also have a large fruit box for £5 more.

If you've had our box before and feel that something might be missing / it's less than before then please contact customer services and we can investigate!

pale green dot からの回答

2021年6月14日

Hi Eva,
Thanks for getting in contact.
We have several steps in the journey to stop issues like this occurring (quality checks in the warehouse, packers empowered to flag quality issues, warehouse / distribution manager spot checking boxes as they're loaded into the vans etc), however this has clearly failed on this occasion. We have fed this back to our distribution team to review.

Customer services are processing a £12.50 refund for you as way of apology - we hope your next box doesn't disappoint.

pale green dot からの回答

2021年6月4日

Hi Naomi and David,

We’re sorry to hear you have cancelled your subscription after so long with us, that’s incredibly disappointing.

Migrating to the new website was (as tech often is) more complicated than we’d hoped. Because its hosted on a different platform we were unable to simply migrate customer accounts over. We tried to make it as quick & easy as possible for customers by completing as much detail as possible for our customers before asking them to finish their account details with payment details and what subscription they wanted.

With regards to the small box no longer being on the site our small box is still there? And is available weekly or fortnightly.

We’ll get customer services to contact you to find out what happened as we’d love to get you back on board with PGD.

pale green dot からの回答

2021年6月4日

Great to hear you liked your fruit & veg!

Sorry to hear you had this delivered on the wrong day though. If you drop customer services a note with your email address and order number we can double check that we’ve got your details set up correctly so that make sure your next delivery is on the day you want

pale green dot からの回答

2021年6月2日

Hi Jo,
Thank you for alerting us to this issue - we are now urgently trying to resolve this in the back end of the website and ensure our postcode acceptance is working correctly with our updated delivery zones.

The reason you received a tx msg notification on your chosen delivery day is because our delivery routing software automatically plots the drops and then notifies the customer of the expected delivery time. You should have then been contacted by a member of the team when they noticed that your drop was outside of our delivery zone and a refund processed straight away.

Of course, none of this should have happened as our website shouldn’t have accepted the order to begin with and for this we are truly sorry for the disappointment caused and time taken to resolve this.

pale green dot からの回答

2021年5月29日

Hi Joy,
Thank you for using Pale Green Dot, we’re sorry your experience with us has been below expectations. All of our add-on products should have sufficient use by dates, we’ll of course process a refund for the bread.

Can you contact customer services with your order number so that we can look into why your delivery was a day late so that we can establish what went wrong? Please email hello@palegreendot.co.uk so that we can pick this up with you. Thanks