I write in response to the letters from Terry Tocknell and Robin Ajello (Sunday Morning Post, September 5). Both described the frustrations they had encountered in using the ParknShop Internet site - specifically a series of delays in receiving the groceries they had ordered, plus difficulties in getting through on our published telephone 'help-lines'. It is obviously true that we have experienced difficulties in handling the substantially increased number of orders we have received in recent weeks on our Internet site and telephone/fax ordering facilities. The upsurge in demand has, frankly, been greater than we had expected and, at times, it is true that we have struggled to cope. In response we have taken the following actions: Doubled the number of delivery vans in operation. More than doubled the number of picking and packing order processing staff in our distribution centres, including strengthening our management team. Increased our phone line capacity by 35 per cent. That last increase has still not proved enough and so, by the end of this week, we will have increased our capacity again - to more than twice its original level. I outline these changes not to excuse our poor service - we are, after all, in business to encourage and to handle increasing order volumes - but to inform any of our customers who may have experienced problems that we are doing all we can to put these right. We are determined to deliver consistently outstanding service to all our customers, and we will continue working on our operation until this is achieved. In the meantime, may I use your columns to express our apologies to any customers who have had experiences similar to your correspondents'. ANDREW BRENT Marketing Director ParknShop
