Cook Customer Service

I have used Cook for several months. I like the food - I mainly order curries and also their Coq au Vin is very good - but am always thirsty afterwards so assume high salt content. However, their customer service is appalling. In the autumn I put in a big order as I have a couple of freezers and it is easier to order everything at once. I have a busy life and when I book a time slot it is important that the company delivers within that time slot, not earlier or later. So I booked an early evening time slot with special instructions not to arrive earlier as I knew I wouldn't be there. I got a call in the afternoon to ask if they could deliver earlier and I said no as I would be out. On my way home I got a call to say that they had delivered early and left it - against my specific instructions - with a neighbour. Neighbour had gone out by the time I got home, and I was not able to pick up the food til the next day. Neighbour did not know food needed to be kept frozen and would almost certainly not had room anYway. SO when I picked it up the following morning this vast amount of food was already defrosted.

I left it a while then decided to try again. Again they delivered early without notifying me - fortunately I was in but I could well not have been, and again against my specific instructions.

Finally, last Sunday I placed another big order, due to be delivered between 6 and 8 tomorrow evening. On Monday evening I got a confirmation to say it would be delivered between 9 and 12 on Thursday.

I looked back at my online order and no time was showing on the order. I immediately emailed them to say that was not the slot I booked. No reply. On Tuesday afternoon I emailed them again - no reply (this was to Cook in East Sheen). On Tuesday evening I filled in their general online form to say they had got the delivery time wrong and I would not be here at the time they proposed to deliver and if I did not hear by Wednesday lunchtime I would cancel. No response. On Wednesday afternoon I called the main customer services number. They said they couldn't deal with it and would put me through to East Sheen.

After a wait they put me through to a grumpy man who didn't apologise and said 'well if you want me to change the delivery time I can do that'. I told him that the delivery time should not have needed to be changed as it was not the one I booked and that I had no faith that they would actually deliver at the time I wanted and wanted to cancel. He said fine. Since then, no apology. Their customer service is dire and I won't be using them again.