Customer manual 2024 - all

Complaint about THT: minimum THT on delivery note does not comply with guarantee The item with the too short THT period will, after con sultation, be returned and credited to the customer on the next delivery.

Complaint about temperature deviation.

A temperature measurement based on which the em ployee point of sale wants to refuse the goods must be measured according to procedure, see also the section on Delivery. It is important that when a core temperature measu rement is taken by the point of sale employee, this is done immediately when the goods arrive in the ware house (over the first threshold), in the presence of the driver and with a calibrated stick thermometer. Only if it is then found that 2 out of 3 core measurements are too warm, can the customer reject the goods on the basis of a too high delivery temperature. If the point of sale employee and the driver together determine that the goods are too warm, the driver will contact Lekkerland Shipping for approval to return the goods. In case of doubt, Lekkerland Shipping will contact Lekkerland Quality Management. The point of sale employee must then also report the complaint in order to enable rapid financial settlement; via the regular reporting system, the items in question are reported to Lekkerland with the complaint type “Quality” and with the reason “Temperature devia tion”. Lekkerland Quality Management evaluates the complaint and releases it for crediting if the procedure has been followed correctly. Complaint about item quality: Deviations to product characteristics or specifications. After entering the quality complaint, it automatically reaches Lekkerland Quality Management. The nature of the deviation and the consequent¬ process is asses sed by Lekkerland Quality Management. Based on this, Lekkerland Quality Management can contact the supplier to discuss the nature of the deviation, have the item in question collected for assessment, or in the case of a customer specific item, possibly discuss the matter with the customer’s head office.

Complaint about breakage

The complaint will be assessed based on the report in combination with the photo. • After approval, the item will be credited to the customer. The crediting will be shown on the next invoice after settlement. • Any rejection of a crediting request will be justified by Lekkerland in writing. • The item in question will be destroyed on location and will not be taken back by Lekkerland unless expressly agreed otherwise. Excessive stacking procedure. Lekkerland has no procedure regarding excessive stacking; there is a non-statutory, advised occupational health & safety limit of +/- 23 kg for lifting. Lekkerland has instructed its employees to stack heavy crates at the bottom of the container as much as possible to prevent tipping over.

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