Costcutter has claimed it has seen “immediate improvements” after two new facilities opened this week to sort out delivery and availability problems caused by its switch from Nisa to Palmer & Harvey.
It also reassured retailers that they could expect a normal service shortly.
The Grocer reported last week that retailers had suffered missed and late deliveries and poor availability following the migration to P&H on 2 July, and that P&H had opened two new depots - in Bristol and Leeds - to cope with demand.
Updating on progress, Costcutter CEO Darcy Willson-Rymer told The Grocer this week: “Both are now fully operational and we are seeing immediate improvements in many parts of the country over the last week in pick rates and hitting delivery slots, which gives us the confidence the situation will be normalised in the four-week timeframe we first indicated.”
In the meantime, some retailers have continued to report problems. On thegrocer.co.uk this week, one described the migration as “a complete and utter farce.”
“Having been a Costcutter member for more than 20 years, it is a pity that I am deciding to change to an alternative and efficient symbol group where I shall not be subjected to rowdy and incompetent drivers, low availability and unfriendly customer services who rather than working with us aim to protect their interests.”
Three rival symbol groups said they had received more enquiries than usual since the migration, while Nisa has launched a dedicated helpline and fast-track support service to help retailers rejoin the business.
But not all retailers have criticised the migration. Costcutter’s biggest member, Simply Fresh, said that despite some difficulties, it remained confident for the future.
“While the current phase has brought its own challenges, there is a clear path in place to drive continued improvements and we are now seeing a positive difference and a much improved service,” said Simply Fresh director Kash Khera.
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