Comments from Unhappy Customers

In a perfect world there would be no need for this page. However we all know that from time to time things don't go according to plan. Here we will describe some of the (thankfully isolated) problems faced by our customers despite our best efforts.Cater-Kwik Response:

And here we will describe what we have done in response and how we differ from our competition in respect of accessibility and accountability. For instance our customer helpline (01229 480001) is open 7 days a week until 8.00pm, dedicated unbiased technical advice and a genuine committment to customer satisfaction.

28/04/2008 - Response to our customer survey.

Customer Comment:

Gas hose not delivered with Lincat LMR9.

"The Gas hose was not delivered until I chased it up"

"Emma was very helpful and efficient at getting it to us as soon as possible, looking at all options for us - an excellen customer service agent."

Mrs Heselgrave
Cherubs Montessa Day Nurseries Ltd
Strood
Click here to view related image

Cater-Kwik Response:

We appreciate that any mistake can cause major problems for our customers. In this instance we did not deliver the gas hose as promised. We appreciate the problems this sort of issue can cause - storing a six burner oven isn't easy not forgetting the installation and service issues.

In repsonse we apologised and ensured that the hose was onsite as quickly as possible - no expense spared.


06/10/2006 - BTUC

Customer Comment:

Response to our customer satisfaction survey.

We were out of stock of the Spulboy detergent tablets.
Click here to view related image

Cater-Kwik Response:

We now carry large stocks of detergent & sanitiser for the Spulboy. We appreciate that as this item may be difficult to source elsewhere, and that it is not acceptable for us to run out of stock for this item.


06/10/2006 - Golden Kitchen

Customer Comment:

This customer requested we improve on our delivery and prices.
Click here to view related image

Cater-Kwik Response:

We are committed to improving our delivery times wherever possible. In the vast majority of instances we can deliver next day - usually free of charge. This item had to come direct from Lincat and was on their three day schedule. Next day was available for a small additional charge.

We are unbeatable on all Lincat equipment - if you find any Lincat item cheaper elsewhere, we promise to beat that price.


19/09/2006 - Yew Tree Manor

Customer Comment:

Customer unfortunately received item damaged in transit.
Click here to view related image

Cater-Kwik Response:

We do our very best to ensure our couriers are always courteous, careful and prompt. We treat any delivery problems very seriously and make our couriers very aware of any unacceptable behaviour. This customer received a full apology and a full report sent to our courier.


18/09/2006 - P H D Media

Customer Comment:

Delivery cancelled due to accident. Customer understandably unhappy that we did not advise.
Click here to view related image

Cater-Kwik Response:

Our Managing Director personally apologised for this unacceptable lack of communication. Our couriers are instructed to advise of any delivery delays. In this instance this call did not happen quickly enough and we have reminded our couriers of the importance of advising us of any problems as soon as possible.


13/09/2006 - Crake Trees Manor

Customer Comment:

Response to our customer satisfaction survey.

"No Instructions With Equipment"
Click here to view related image

Cater-Kwik Response:

Normally all equipment is sent with full instructions; replacements were sent first class with our apologies.


07/09/2006 - Horwood & Newton Tracey Primary School

Customer Comment:

Response to our customer satisfaction survey.

Delivery Problems
Click here to view related image

Cater-Kwik Response:

We understand that we need to keep our promises with regards to deliveries. We strive to provide an all round service that is second to none and delivery is a vitally important part of the service.
In this instance we failed to keep to our promises - a full and frank apology was delivered personally by our Managing Director and all concerned were reminded of the problems caused to our valued customers if we don't keep to schedule.


14/08/2006 - Anon

Customer Comment:

Here we have a problem with Transax and a failure to correspond with our customer.
Click here to view related image

Cater-Kwik Response:

Transax is a service we use provided by Natwest Bank. It allows us to clear a cheque on the day of receipt. It is not perfect however and we have reviewed our procedures with regards to clearing cheques. The problem was escalated to our Managing Director who personally apologised to the customer regarding the very valid criticisms noted on the survey.


28/09/2004 - We listen to our customers.

Customer Comment:

This customer received a gastronorm refrigerated prep counter- unfortunately without the gastronorm pans. To make matters worse the customer had difficulty getting through to our offices on the Saturday.
Click here to view related image

Cater-Kwik Response:

Firstly we apologized. We appreciate the inconvenience and responded as quickly as possible to get another set of pans to the customer ASAP.
Secondly we increased our weekend cover; even during rare staff days out we ensure the lines are covered. We take our customers feedback seriously.