Grovelling apology email from Young Rich Lister CEO of Milkrun
‘No apologies, you deserve better’: Read the fawning apology email sent to clients by the Young Rich Lister CEO of one of Australia’s hottest start-ups over ‘unacceptable’ service
- Dany Milham, 31, who is worth $150 million, apologized to Milkrun customers
- The CEO said his company’s customers were experiencing an ‘unacceptable decline’ in services
- However, he also insisted that Milkrun had “changed the way Aussies do their grocery shopping”
The CEO of a millionaire at a company that promised to deliver groceries in less than 10 minutes has apologized to customers who feel “let down” by his service.
Dany Milham, 31, who is worth $150 million, sent a fawning email to Milkrun customers, saying there was an “unacceptable decline” in customers’ experience with their company.
“There have been a number of factors that have sometimes led to an unacceptable degradation of our delivery experience during peak periods,” he wrote.
“These include pending Covid cases affecting rider and hub staff availability, record rains in Sydney and the challenges associated with scaling a fully employed workforce faster than anyone has ever attempted.
“I would like to take this opportunity to apologize if you have recently had a late delivery or had a bad experience.
“No apologies, you deserve better and I want you to know that I’m committed to making sure we deliver on our promise and continue to deliver the best experience you’ve ever had.”
Milkrun serves 50 suburbs in Sydney and 26 suburbs in Melbourne and has up to 2000 groceries 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 in Sydney and 26 suburbs in Melbourne, and has up to 2000 grocery items in its warehouses
Milham’s company is backed by tech giant Atlassian founders, billionaires Mike Cannon-Brookes and Scott Farquhar.
However, despite the apologies, he also insisted it wasn’t “just” and said the company had changed the way Aussie’s grocery shopping was done.
WHAT IS MILKRUN?
Milkrun is a grocery delivery service launched in Sydney in September 2021.
The company promises to deliver the groceries to customers within 10 minutes with the help of a fleet of cyclists.
It has a network of warehouses called “dark stores” that hold stock of more than 2,000 items.
The items available range from fresh fruits and vegetables to dairy products, bakery products and canned goods.
However, the app says it’s a ‘top up service’ – not a replacement for your regular store.
Milkrun charges a $2.99 delivery fee for orders up to $30. Orders above that have free shipping.
He added that the start-up had hired more than 1,000 employees, with the riders using e-bikes to make their deliveries.
Mr Milham said the company will now open more hub locations to reduce lead times and also hire more riders and staff.
However, his company faces competition from Woolworths after the supermarket giant launched its own delivery app.
The app promises door-to-door groceries within an hour for a fee of $5.
It will initially cover 11 eastern Sydney suburbs.
Metro60 is then expected to expand to hundreds of other suburbs with its products delivered by Uber drivers.
More than 4000 products will be 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 of a Woolworths Metro when
they are on their way and we see Metro60 as an opportunity to bring a new level of ultra convenience and help customers save even more time,” said Ingram.