OK, the day started with a rant...

...but it's ending on quite a positive note!

Here at Chateau Angevin we believe what you put in your mouth in terms of nutrition is quite important. So we go to some length, occasionally quite ridiculous length, to source good quality food which hasn't been mucked around with too much. Nothing chi-chi or fashionable or pretentious; just good, honest grub.

A big contribution to this has been made by Riverford Farm (www.riverford.co.uk) who supply a wide range of top quality organic fruit and veg boxes - I get my milk and a few other bits and bobs from them too. They are, also, cheaper than Tescos as well as not having the 'corporate bad-guy' image. Graham, the guy in charge of our area, is an absolute star and always, without fail, gives superb service; a rarity indeed and very much valued when he turns up in his little van on Friday afternoons.

Historically we've always been pleased with the quality of the produce which up until a few months ago was delivered from Riverford HQ in Devon. However, as they've expanded, Riverford have entered into partnerships with other organic farms in different parts of the country so for the last couple of months we've received our supplies from Norton Farm in Hampshire. Now, I'm not the sort of reactionary old fart who sees change as something to moan about so I didn't really mind my order coming from a different place - I was assured the quality would remain the same. The bottom line is, however, it hasn't; and since the changeover I've noticed our things are not packed with the same level of care and attention we've been used to receiving from the Devon end of the operation - this has resulted in rather more waste at this end owing to things needing to be binned because they've spoilt.

I've borne with it for a few months because I DO understand with any changeover there will always be a few teething troubles, but when over half the nectarines I ordered this week were mouldy on arrival I decided I'd had enough, and fired off a firm but tough email to Graham and Riverford HQ. I suspect I am not the only customer to have noticed the difference in attitude after all, so it's important the company are made aware of what the problems are, rather than just losing custom gradually.

In the normal course of events these days I'd have expected a courtesy call promising to behave better; whether or not that actually happened in reality is another matter. However, I was both surprised and delighted today to receive TWO lengthy calls from both Riverford in Devon and Norton Farm in Hampshire; both the callers took my concerns seriously and for once didn't make excuses or try to pass the buck. The phrase used in both cases was 'We accept full responsibility ...' - NOW HOW UNUSUAL IS THAT?? Rather more importantly, Norton has undertaken what sounds like a complete overhaul of its packing drill and has been giving staff extra training as well as instigating new quality control procedures.

For once, I am totally impressed - how rare it is for companies to take customer-gripes seriously! And it really does make the mind boggle to think just how much better British industry would do if every company took the same attitude as Riverford have, rather than spouting out a load of pre-prepared 'customer relations' soundbites which mean nothing and alter even less. Hats off to you Riverford, even without the complimentary boxes you are giving me this week, your attitude would have ensured I keep shopping with you - please teach the rest of the country to do as you do!