Celebrity chef Shane Delia has been forced to apologise after Providoor, his luxury food delivery service, saw customers’ costly orders arriving late, in poor condition or not at all.
Providoor, which launched in June in response to the coronavirus pandemic run by TV personality Shane Delia, delivers premium chef-made food from top-tier restaurants including Lucy Liu, Supernormal and Gingerboy direct to homes.
But it became a target of a social media backlash on Father’s Day, with hundreds of complaints on its Facebook about orders – some costing more than $200 – that never showed up.
Mr Delia, 40, swiftly gave a heartfelt apology in a minute long video posted to the company’s social media yesterday afternoon but customers weren’t so kind in response.
One user took to Facebook to complain it was “nearly 5pm and my family’s special meal hasn’t arrived.”
“Not one bit of contact apart from your general email and Facebook post? I order this meal 2 weeks ago??? I’ve emailed and called the restaurant who tell me they gave it to you last night??” one user wrote.
Another said it has “spoiled a first Father’s Day celebration.”
“I understand that there are a lot of orders, but if you couldn’t fulfil it, you should have stopped taking orders. It’s almost 5, and we still have no food.”
One customer said they had received no email and no meal.
“The communication has been non existent and all customer service has been abysmal, it is absolutely the responsibility of your company to communicate with customers individually and extend them a refund for food which was dispatched from restaurants 24+ hours ago.”
Yet another person said they hoped they didn’t get food poisoning as “crabs and prawns were not cold when they arrived. Gel pack defrosted.”
In his apology, Mr Delia said: “I just want to take a moment we have some regrettable news, due to an overwhelming number of orders our logistics model has been slowed down a little bit. We are unbelievably sorry and please know my team are doing everything they can.”
Providoor took to Facebook again on Monday to apologise, however users who were yet to hear from the company via email were frustrated there was no clarification on whether refunds would be given.
However Mr Delia told the ABC refunds would be assessed on a case-by-case basis.
“At the end of the day, morally, we want to make this right for people,” he added. “It was a bad day and it won’t be repeated.”
Mr Delia has his own TV show Shane Delia’s Spice Journey which screens on SBS in Australia. It also airs in the UK, Europe, Africa and the Middle East.
His restaurant in Melbourne, Maha, has scored One Hat in The Age Good Food Guide every year since 2009, according to the company website.