87-year-old widow feels 'snubbed' by Milk & More after they move online

An 87-year-old widow feels “angry” at delivery company Milk & More as they make the move to online only payments.

Eileen Grounsel, who lives in Lynn, has been getting her milk delivered since she moved into the area in 1981.

Mrs Grounsel, who worked as a cook in the RAF, lives alone and suffers from a nerve condition that makes it difficult for her to use a computer.

She often relies on neighbours for help with her groceries.

She told the Lynn News: “The company used to be called DairyCrest and then changed to Milk & More, I set up a direct debit and then a few weeks ago I received a leaflet saying that all payments were to be made online.

“I called the customer service department and they were not helpful at all.They simply said; ‘If you don’t switch online then you won’t have any milk’.

“I asked why they had to change from direct debit and what is the issue and they responded by saying; ‘It’s quicker to receive payments’.

“I was very angry about this because it seems like they are cutting off loyal customers who rely on them in the name of convenience. I feel snubbed.

I know I’m not the only one who is upset about this, there are many disabled and elderly people who are isolated and they rely on the milk delivery and can’t use a computer.

The milkman has always been an important part of the community, and obviously some of them will lose their jobs.

I can’t expect my neighbours to do everything for me, and carrying milk is heavy. I can’t bring it all back on my mobility scooter and my children live abroad and far away.

The girl on the phone said I should ‘get someone else to set up my payment’ but why should I rely on others for everything? It’s the principle.”

The Müller owned company delivers many goods including toilet paper and foodstuffs.

Their website says: “We like to support smaller suppliers.”

Mrs Grounsel said: “They don’t support small people, I’m sure the larger companies they supply are their main priority.”

Many other customers share the same sentiments as Mrs Grounsel.

Lianne Croxford said on social media: “My 94-year-old parents have, why on earth they can’t do direct debits anymore I don’t know.”

Joy Palmer said: “My 90-year-old dad has and I’ve set it up for him, but what about those who don’t have someone to do that?”

Lynn News contacted Milk & More for comment and they said: “At Milk & More, we believe passionately in the British doorstep delivery service and making

sure it is here for generations to come. We must protect the jobs of hundreds of milkmen and milkwomen and small suppliers, which is why we are making these important changes to

how customers order and pay. It is because we care about all our offline customers that we conducted an online only trial

in Essex last year to help us understand how we could help customers make the move. This was really successful, with the majority of customers switching to online. In line with this trial,

in the first week since we communicated this change to our offline customers, we have also seen the vast majority make the switch online. We want to reiterate that our offline customers are important to us and we hope that they

will join us online - as so many did in Essex last year – which is why we are doing everything we can to help them. However, we appreciate that some customers will have concerns with

this change. Therefore, we ask anyone who is looking for support to contact our Customer Care Team on 0300 456 2000 to discuss their various options. For example, many of our online customers currently enjoy the service with the help of a family member or trusted friend, who have helped set up their account initially. We are also working with a leading charity organisation called The Good Things Foundation who help people get

online. “Over the past three years we have invested significantly in our business, to transform it from one that has been in decline for over 40 years to one that’s in growth. Our online business is

now 80% and growing - it is this change that has turned the business around. But we need to do more to secure the future of the great British milkman and milkwoman, which is why we made the decision to become an online only business in December 2020. However, due to the health crisis and the lockdown, we decided to delay the process. With the success of the vaccine roll out and restrictions easing, now feels like the right time for us to make this

transition, which is vital for the future of our business. “We will be sorry to see any customers go but we understand that these changes may not suit everyone. Ultimately if we are unable to find a solution that meets individual

needs, then we are also happy to help them, where possible, find an alternative supplier.”