Milk & More faces backlash over online only move
UK doorstep milk delivery firm, Milk & More, is set to become an online only service, a move which has not gone down well with elderly and vulnerable shoppers.
The company, owned by Müller, has informed customers that if they want their deliveries to continue after 24th April, they must set up an online account.
The change affects those who use its call centre or pay via a bank transfer.
Milk & More has faced a backlash on social media both from customers and people within the retail space.
“I’m disgusted and hope many more customers will think twice about using a company who completely cut out those not online,” customer Denise Dunford said.
Whilst Kate Barron, Founder of Frame Consulting, commented on LinkedIn: “My journey with Milk & More started with my 85 year old neighbour, Ann. I’m glad to see that this has started to get the attention of the national press.”
She added: “In 2018 they told all franchise partners to take an employed role or leave within 90 days.”
“Now they are telling all elderly and vulnerable customers without the internet, to give their personal and payment details to someone else - or they will close their account for good on 24th April.”
“However big a consumer business is, it is only as big as our own personal experience Patrick Mueller (CEO and Co-Owner, Milk & More).”
Also on LinkedIn, CX specialist, Sarah Sargent, said: “A sadly perfect example of poor customer journey design - either deliberately excluding or knowingly creating upset for their most vulnerable customers. Shame on you Milk & More.”
Milk & More says the change is vital to “securing the future of the British doorstep delivery service”.
It employs more than 1,000 delivery staff who serve over half a million households across much of England.
