
I
have used Coles Online to do my shopping for quite a while now and
although they can be a pain in the arse, generally they aren't too bad,
but as we all know most of the big supermarkets don't always have great
quality fruit and vegetables or meat, so when I heard about this Aussie
Farmers Direct mob, I signed up. They took a long time until they were
delivering to my area, so long I can't remember how long it was lol,
finally they were here, I had almost forgotten about them. So I check
out their website now I do and have run websites and thought what a dogs
breakfast of a mess their site was, poorly designed, difficult to
navigate and hard to understand, nothing flowed with their ordering
process, it just wasn't intuitive at all. I gave up on them until just
the other day, they had someone going door to door, I generally despise
door to door sales people but the lass was pleasant enough and lucky for
her I had already signed up and was actually interested in trying them
out, I thought I would give this company a try.
I did one test order, a "one off" I think they called it (you really
need a shopping cart for this in particular), she informed me that the
orders are delivered early in the morning, I just had to place the
supplied "soft esky bag" outside for the delivery guy to place the
"goods" in, she said I would most likely be asleep and I wouldn't even
hear him, seemed simple enough and it was for the first test delivery. I
thought great, ok I can get the mostly fresh food I need from Aussie
Farmers Direct even if it meant now having to use both "Aussie Farmers
Direct" and Coles Online, a little more complicated using two businesses
as opposed to one, but life was never meant to be easy now was it,
never a truer phrase as I found out. I really did want to support the
farmers but this company makes it so damn difficult to do that for me at
least anyway.
Today I was expecting an order, part of my weekly delivery (fruit and
vegetables) they call this the Greengrocer, the first part of it, the
second part will come tomorrow (the bread and milk part of it) they call
this the Milkman so when I wake up I go to check the bag and it's
empty, no delivery, so I ring them up and sure enough I get that CSR
that doesn't seem to be able to understand plain english, most likely
one of the "New Generation" of geniuses, he couldn't find me on the
"system" he kept asking me for details firing questions at me, still not
able to find me in the "System" it's exactly this reason I despise
dealing with CSRs and prefer to do everything online these days, just
talking to a websites database by entering my details, I rarely have a
problem with that "System" I understand them, I get them, humans just
frustrate me and on this day the wonderful CSR from Aussie Farmers
Direct did exactly that, so much so I asked to speak to a Supervisor,
she was alright, she figured out without even asking for my details that
the delivery I was expecting was not due to arrive until later in the
day, I think your door to door sales girl misinformed me Aussie Farmers
Direct, oh and I also found out that I don't need to put that "cooler
bag" out for fruit and veg, seems strange, left out in the sun at the
front of my house asking to be stolen in the middle of the day, okaaaay,
what happens if I'm not home?
Aussie Farmers Direct why don't you just give us an easy to
find customer number so we can quote that when dealing with your CSR's?
Now I live in a fairly well let's just say crap area with crap
people, there I said it, so the thought of my deliveries being left
outside because of these "regular deliveries" from Aussie Farmers Direct
does not fill me with confidence that they will actually be there if
I'm not, when I get home from not being there. With Coles Online I can
pick the day and the time or at least a 2 or 3 hour window of time for
delivery, Aussie Farmers Direct's window of time is five hours, yep five
hours and you can't even pick that five hour window (I could live with
being able to pick the delivery window) even if it is five hours, with
Coles Online I can order it for an early time and wait for the door bell
to ring that I can even hear if I happen to be asleep, which is rare.
This brings us to the next problem, "Payment" with Coles Online I pay
for my order when the delivery guy arrives. with Aussie Farmers Direct
apparently the money comes out of your account "sometime one week later"
sounds good I guess, but it isn't for me, I don't have a credit card, I
have a Mastercard debit card, so it's my money, not credit, I don't
have a money buffer I live on a fixed income. Ok I found out I could pay
some money in advance by phoning a......you guessed it, CSR, joy joy!
be great if I could do that online Aussie Farmers Direct, seriously. So I
did that, but as I say I needed to deal with a CSR instead of being
able to do it online, Aussie Farmers Direct your website leaves a lot to
be desired in many ways.
Aussie Farmers Direct get some sort of shopping cart
"system", what you have now is not up to scratch for a wannabe online
business!
Anyway, seriously I could probably write another page on this whole
saga, but suffice it to say until they have a rethink of their website
and their whole business model, well the user interface and payment
options at least, I can only see much stress in the future, Aussie
Farmers Direct I might give it a while until you sort things out before
attempting to order or use you again, sorry but you've lost me.
Yep I did send feedback to them and received a reply that someone
will contact me, I will update this page if/when someone does, I really
don't think it will resolve anything unless they can fix their "system"
and actually find me on their "system" easily lol, but who knows. I
could see this working well for a large family that use credit cards and
basically knows what food they will use each week and where someone is
nearly always home and they live in a good area, but that aint my life,
not by a long shot!
I want to make it clear that I have no affiliation with "Coles
Online" or any other such home delivery business, I don't even like
"Coles Online" all that much, they are often out of stock with my order
and occasionally the pickers forget items, but I can now say they are
the best of a bad bunch, or couple anyway. I really was hoping that
Aussie Farmers Direct would work for me, but today I have asked for the
money I had paid in advance to be credited back to my account.
Update one 24-11-11 : They didn't get back to me today I have
a feeling that no company really wants feedback, they say they do, but
reality is a different story, also the money they owe me wasn't credited
to my account today either
Update two 25-11-11 : No contact today, also the money they owe me still wasn't credited to my account today either
Update three 26-11-11 : Obviously no contact today (it's
Saturday), I'm happy to say, the money they owed me was in my account
this morning so was credited back to my account overnight I am guessing,
thank you AFD for doing that in a timely manner at least
Update four 3-12-11 : Haven't heard Boo from Aussie Farmers Direct, been over a week now, tossers!
I think I will stop the updates as I really doubt my feedback email
will ever be replied to, so bear that in mind if you ever decide to use
Aussie Farmers Direct, replying to feedback and trying to sort things
out just aint gonna happen! If by some chance they do eventually reply I
will update this page, but honestly I really do doubt they are the
least bit interested if you send feedback.
Update Alert! 2-4-12
http://www.thegoss.com.au/content/aussie-farmers-direct-feed-back-three-...
Well I said I would update this blog if I was ever contacted by
"Aussie Farmers Direct", ok it is over 3 months ago, but I did receive
an email from AFD just this week, apparently I'm a very busy celebrity,
because every time they ring me, I am never home lol. My next blog will
be all about cabin fever as I rarely leave the house.
Update 25-4-12
I was contacted by Matthew (Quality Assurance Specialist) at Aussie
Farmers Direct about my issues, anyway Matthew gave me a credit of $50
to try AFD I did not ask for this, but in the spirit of trying to work
things out, I accepted the gift, I probably spent about half of it, I
didn't accept the gift just to get "free stuff", it's not how I roll.
I went through AFD's products and really tried to make it work, I
added all the things they have that are allowed with the Paleo diet (I'm
doing this diet for better health and to lose weight) when all was said
and done AFD just didn't have the variety I needed, they had the meat
pretty much covered but fell short with their vegetables, the salmon was
a bit more expensive and I love Salmon, but other than that I just
couldn't do a full shop of the food I needed. It would mean that I would
still have to order from Coles as well, just when I was trying to
minimise my shop from Coles Online.
Being on a Disability Pension it really is very important I manage my
funds well, it makes it a little difficult when you can't pay for your
delivered food at the time of delivery, I don't want the money I owe to
come out of my account a week later, it's just too confusing and under
no circumstance do I want to incur bloody scumbag bank fees, this is my
problem of course but it makes it difficult to use Aussie Farmers
Direct, I really do want to support our farmers even though I suspect
Country folk don't particularly like City people, a friend said to me
years ago that I'm not really in a position to shop ethically or morally
and he was right, I don't have the income to shop like that
unfortunately, I just need food to eat, I wish I had a farmers market
near me but alas that's not the case, I haven't found one anyway.
I do think the food is of very good quality and better than when I
was ordering from Meadow Heights (vegetables anyway), meat has always
been good quality in both locations, so sure the prices are a little
more expensive but if you have the money I think it's worth it, as long
as you can handle some of the AFD website quirks, I still think that
part of it could be a lot better. Even though I am on a strict diet with
less options I do try and vary the products I buy each week, variety is
the spice of life so they say and I agree, you shouldn't be eating
exactly the same things every week, I know families that have set meals
because of circumstance and I reckon I would go stir crazy if I was in
that position.
I was told they have some good things coming at Aussie
Farmers Direct, if that ends up eventuating I may try them again, I
still stand by what I have written in this blog, but credit where due,
when AFD finally got back to me (some three months later while I was in
the middle of moving premises) at least they tried their best to fix the
issues I was having, so I am finished with this Aussie Farmers Direct
blog and wish them well in the future, hopefully they are a business
that will be more interested in customer feedback in the future and who
knows they may even see the points I was trying to make, I really do
hope so :)