Read the grovelling apology email the Young Rich Lister CEO of one of Australia’s most popular start-ups sent customers over ‘unacceptable’ service: ‘You deserve better’
- Dany Milham, 31, who is worth $150 million, apologised to Milkrun customers
- The CEO said his firm’s customers had faced ‘unacceptable decline’ in service
- However, he also insisted Milkrun had changed ‘the way Aussies get groceries’
The millionaire CEO of a company that promised to deliver groceries in under 10 minutes has apologised to customers who feel ‘let down’ by its service.
Dany Milham, 31, who is worth $150 million, sent a grovelling email to customers of Milkrun, where he said there had been an ‘unacceptable decline’ in customer’s experience with their company.
‘There have been a number of factors which have, at times, led to an unacceptable decline in our delivery experience in busy periods,’ he wrote.
‘These included ongoing Covid cases affecting the availability of riders and hub staff, record rainfall in Sydney, and the challenges involved with scaling a fully employed workforce faster than anyone has ever tried before.
‘I want to take this opportunity to apologise to you if you have recently experienced late delivery or a poor experience.
‘No excuses, you deserve better and I want you to know that I am committed to ensuring we make good on our promise and continue to deliver the best experience you’ve ever had.’
Milkrun serves 50 suburbs across Sydney and 26 suburbs in Melbourne, stocking up to 2000 grocery products in its warehouses.
Dany Milham, 31 (left), who is worth $150 million, is the CEO of grocery delivery app Milkrun (right)
A Milkrun rider. Milkrun serves 50 suburbs across Sydney and 26 suburbs in Melbourne, stocking up to 2000 grocery products in its warehouses
Mr Milham’s company has been supported by the tech giant founders of Atlassian, billionaires Mike Cannon-Brookes and Scott Farquhar.
However, despite the apology, he also insisted that it wasn’t ‘all bad’ and said the firm had changed ‘how Aussies buy groceries’.
WHAT IS MILKRUN?
Milkrun is a grocery delivery service that launched in Sydney in September 2021.
The company promises to deliver groceries to customers within 10 minutes using a fleet of cycling riders.
It has a network of warehouses dubbed ‘dark stores’ where stock of its more than 2,000 items is held.
Available items range from fresh fruit and vegetables to dairy goods, bakery items and tinned food.
However, the app says it is a ‘top up’ service’ – not a replacement for your regular shop.
Milkrun charges a $2.99 deliver fee for orders up to $30. Orders over that have free delivery.
He added that the start-up had hired more than 1,000 staff, with the riders using e-bikes to make their deliveries.
Mr Milham said the company will now open more hub locations to reduce delivery time and also hire more riders and staff.
However, his company is facing competition from Woolworths after the supermarket giant launched its own deliver app.
The app promises groceries door-to-door within an hour for a $5 fee.
It’ll cover 11 eastern Sydney suburbs to start with.
Metro60 is then expected to expand to hundreds of other suburbs with its products delivered by Uber drivers.
There’ll be more than 4000 products available.
Woolworths’ chief transformation office, Von Ingram, described Metro60 as a way for customers to quickly get last-minute snacks, ingredients or meals.
‘Our busy customers are already familiar with the convenience a Woolworths Metro provides when
they’re on the go, and we see Metro60 as an opportunity to offer a new level of ultra convenience and help customers save even more time,’ Ingram said.