After a disastrous move to a new distribution center headquarters in the Bronx, FreshDirect is looking ahead to a more successful future, reports The New York Times. Back in 2018 after the move first happened, the complex automated system created confusion on the floor and led to canceled orders, missing items, and long waits.
David McInerney, chief executive of FreshDirect who took over after Jason Ackerman stepped down at the height of the crisis, has worked over the last 18 months to fix the distribution problems and regain consumer trust. For example, in the past, customers who reported missing items received store credit and an apology. Now, FreshDirect offers to deliver the missing items immediately, at no extra cost. In addition, first-time customers get their groceries in a different color bag, signaling delivery drivers to be extra careful.
McInerney has high hopes for the future of FreshDirect. “Our goal is really to control the Northeast corridor,” he says. “If I were to look into the future, there could be a bifurcation of shopping, where people are buying packaged goods in one place and fresh food in another.” Full Story
Related: FreshDirect Names 2020 Food Trends; FreshDirect Ups the Ante on Quality with New Facility.
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