Fresh Direct — Trying Hard
Our posts about Fresh Direct customer service (the first one positive, and the second one negative), continue to draw significant traffic and comments to CoFactors. Not necessarily all that relevant to our business, but at this point it feels almost like a public service; we’ve become an inadvertent customer service “hub” for Fresh Direct. Hey, if people want to share their views here, that’s cool with us.
So, I thought I’d give everyone an update on my latest experience with FD. It’s pretty clear that the company is trying hard to overcome it’s semi-lousy rep for customer service. As it happens, they’ve instituted a very interesting quality / freshness scale for their produce where they honestly assess the quality of what’s on offer. A smart move that indicates their understanding of the fact that it’s better to lose the sale on a sub-par mango then lose a customer because they’re annoyed by the rotting fruit you sold them.
Today’s experience was very positive. I wrote to complain about a broken container that leaked chili all over and got this VERY enthusiastic note back within a couple of hours. Kudos to FD for doing it right.
Dear Nick,
I am very sorry to hear that that you received damaged Vegetarian Chili
in your order. I have applied a store credit in the amount of $5.49. You
can expect to receive a follow-up email from us in 48-hours, indicating
that the credit has finished processing and is available to use.This is certainly not the level of quality we strive to achieve. In fact,
our leadership team reviews customer correspondence and feedback each day
as part of our continuous effort to improve your overall shopping
experience.I’d like to thank you for letting us know what occurred and giving us the
opportunity to help solve your problem. If, for any reason you’re
dissatisfied with how we resolved your problem, or need further
assistance, please feel free to e-mail us directly by responding to this
e-mail or call us at 212-796-8002.Your satisfaction is our number one priority!
Sincerely,
Jenn D.
Your FreshDirect Customer Service Team