I read your recent Guardian Money article about Milk & More forcing customers to go online. It came as I had been struggling to get in touch with the company for several days. Against my better judgment I registered for an online account at the end of May and placed a one-off order for the following Saturday, and my usual weekly order going forward.
When Saturday came, none of my extra items were delivered, but my online account showed that they had been.
I then found that not only had I been charged for the order, but this payment had been taken twice from my credit card.
I have waited on the customer helpline for more than 30 minutes on two occasions in the past week before having to give up.
I have since learned that I must pay in advance by bank card. It’s as though they are doing everything they can to get people to leave.
Can you help get my overpayment back at least?
SS, SE London
Milk & More was quick to deal with your case and has refunded the duplicate payment. It has also sent you a £10 voucher to say sorry.
Like lots of other readers, you are yearning for the old service that allowed you to leave a note out for the milkman the night before.
Sadly, those days appear to be over. You are fed up with having to pay in advance by card, when the old direct debit system worked well.
People who are not happy may want to try an alternative.
I did a quick search on Findmeamilkman.net and found two independent companies that will deliver to your part of London – I have sent you the details. Give one a go.
I’d be surprised if you later decide to return to Milk & More – the Brignall household switched to an indie milk firm several years ago and we have not looked back.
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