Customer Care

We feel that this is where Phoenix really excels. It is our belief that customer care should be the highest priority in any business, and we therefore make a huge effort to ensure that customers are advised about factors affecting their orders with us. With fresh produce, especially when organic, there may be problems with supply, quality, delivery logistics, or with any number of other issues, such as the weather, which are beyond our control. We will, however, do our utmost to keep customers informed of such factors as they affect their orders, so that any shortages can be addressed at the earliest opportunity. Regular contact with our customers also means that we build strong relationships and develop a real understanding of the aspects that are particularly important to each individual customer.

Quality Control

All goods are assessed by our Quality Controllers on arrival at our Depot. This is primarily to ensure that the quality is appropriate but also to check that the number of boxes matches the quantity ordered, and that labelling, organic status and weights are correct. Every reasonable effort is also made to ensure that produce for customer orders is of a high standard. Our staff are trained to understand issues of fresh produce quality, and endeavour to see that all orders, whether large or small, are given high priority. As part of our support for the smaller growers, we will accept produce of a wider specification than supermarkets generally do, being prepared to accept crops slightly larger or smaller, or with some cosmetic blemishes. We trust that all customers will support this approach of a slightly broader interpretation of “acceptable quality” in the knowledge that it will support the improved viability of organic farmers and growers.

Delivery

Whilst many customers like to collect their orders from our depot, there are plenty of others who prefer us to arrange delivery. This can be with third party hauliers, often with established networks such as Palletline, or with our own refrigerated vehicles. As Phoenix has grown, we have increased the range of regular routes to customers, delivering produce with our own vehicles and drivers, which means that we are able to give you a much more reliable and personal service.