Karen Baker

I am disappointed to report that over time communication issues are not improving at all from a very low base, starting point. As before, the issue is emails and phone calls not being responded to. This is despite R&R hierarchy being aware of general poor communication issues. Of cause, lack of response means maintenance issues are not being dealt with in a timely manner. In turn, this means remedial action and indeed costs increase. This is unacceptable.

On time and an extremely polite young man.

The whole organisation lacks transparency and accountability. In July Private Eye magazine reported they were selling keg ale as cask ale. For example Hobgoblin. I attempted to find out if TetleyCask was a true cask or a keg. I was met with obfuscation all the way. Emails not answered, phone calls not answered. A classic example of a large organisation that is out of control.

R and R staff appear to be particularly poor when it comes to communication and customer service skills, with the odd exception. One example is not replying to emails until numerous follow ups have been sent. Another example is staff never being able to take a telephone call when you ring them. In addition they never ring back despite you leaving your name and number. Routine tasks like annual serving of equipment appear to be a problem for them.

Keegan was very empathetic and his demeanour was excellent. To be frank, far better than many of your staff who avoid customer contact.

Some Plastic pods included, thought they would all be aluminium.

We had a fridge/freezer that was just over 2 years old when it started playing up in March. We paid £99 call out fee and the engineer re gassed it. However, this did not work and CDA sent out another engineer in June.He said the fridge could not be repaired and CDA would contact us to make an offer on buying a replacement. They contacted us and we accepted the offer CDA made although the amount we had to pay we thought was excessive. This was when our problems really began. CDA kept giving us a date for the delivery of the new fridge but then kept failing to deliver. Customer service kept fobbing us off time after time. They kept saying that a newly introduced system was the problem as is was not allocating stock and delivering. We were always waiting for them to ring us back but they never did. We were told managers were looking at it but we could never speak to them as they were always in meetings. Eventually we connected with two really good members of staff called Sarah and Karen. They were a big help and managed to get us a new fridge and some compensation. We think that overall customer care at CDA is appalling but this is caused by poor management introducing new systems that were not ready. The only reason we gave 2 stars rather than 1 was because of the help from the two ladies mentioned above.