Delays and cancellations caused by driver shortages are still plaguing Müller’s Milk & More doorstep delivery service, months after shoppers first aired concerns.
Shoppers in the south of England in particular have been reporting delays and cancellations as Müller struggles to keep up with demand.
CEO Patrick Müller hailed the brand’s revival in December as he revealed Milk & More added 75,000 new online customers in 2019. This helped take its overall membership above 500,000 and put the business on track to deliver sales growth for the first time in 40 years.
However, the service has been a victim of its own success, with shoppers in the south of England in particular reporting delays to their deliveries and cancellations as Müller struggles to keep up with demand.
Customers have been reporting ongoing issues since the turn of the year on review website Trustpilot, while one Sussex-based shopper told The Grocer she’d been on the receiving end of delays and missed items in her order on a regular basis since January.
While Müller had reduced the amount of vacancies it had from 50 in December, it still had 19 driver vacancies in its Bristol, Burgess Hill and Reading depots as of this week, a spokesman said.
Staffing levels were being affected by “a combination of record numbers of customers signing up to Milk & More and competition in these areas for new delivery drivers”, he added. However, he stressed staffing levels remained very strong nationwide.
“We’re working really hard to return services in these areas to normal as soon as possible,” he said. “We recognise the inconvenience caused, and we’re happy to offer a refund to those who were affected.”