Booker sign

Andrew & Sharon Carne, who run The Old Boathouse at Sennen Cove in Penzance, wrote to say that since Tesco took over Booker they had seen a slow reduction in retail products at their local (Hayle) depot. “This year (we are seasonal) only 50% of our order was available. Also telling is a £1k minimum order and £50 charge. Catering customers, £150 minimum and not charged.

“The local manager has been very good and put our case to his management but ultimately not much has happened. They offered that we could order from the Exeter hub but they just drop a pallet – no use on a busy summer afternoon.

“We have had to switch to Bestway, also in Exeter, but at least they help deliver into the shop.”

They wrote to Booker on the subject, saying: “The Old Boathouse Stores has enjoyed a relationship with Booker for its retail grocery supplies for 20 years and probably longer if we look at our predecessors. It is therefore more than disappointing to have to seek an alternative supplier because Booker has made it impossible to continue.

“We noticed a decline in retail stock from 2022 and the introduction of the punitive delivery charge – it is not charged to catering customers – seemed to be the writing on the wall. We experimented with an alternative supplier in Exeter but found it more convenient to continue with Booker and fill the gaps in stock from other local suppliers. This situation continued through the 2023 season where our spend was around £40,000.

“This year, for our opening stock we discovered that Booker in Hayle had just 50 percent of our required retail order. We had to supplement the delivered order with a collection from Booker in Redruth. We do not have the resources or the transport to make that a regular practice when we are open.

“It is very clear that since Tesco took over the reins at Booker, there has been a determined effort to marginalise and exclude smaller retail stores from its business. It is hard to comprehend since our annual spend does not seem to be insignificant.

“We would like to highlight the sympathetic efforts of the local Booker management to find a resolution in this and the years of cheerful service provided by the delivery drivers. These will be sorely missed.”

I contacted Booker for a response and a Booker spokesperson said: “We’re sorry to hear of the experience that these customers have had and appreciate the feedback. Booker is very proud to serve thousands of local retailers and everything we do is aimed to give better choice, price and service to our retailers so that they can better serve their customers.

“Last year, we reviewed our range across all branded and own-brand products to ensure we have the right offer and in response to feedback that customers want more consistency across branches. As part of that review, we removed products that customers weren’t choosing to make more space for products that really matter. Overall feedback has been positive and we reached record levels of availability in the second half of the year. However, we will continue to listen to our customers and take the feedback on board.

“We have not reduced our delivery frequency and while we have always had a minimum spend on orders, we are very open to working with any retailer who might not be able to meet the minimum order requirements. We remain absolutely committed to serving community shops across the UK either through branch or delivery.”

Then I heard back from the couple: “Had a visit from Booker in Redruth at our shop yesterday. The manager told me he was responding to an email from his boss. He offered delivery from Redruth (collection only!) and at a time convenient to us.

“I did not think a small retail outlet like us would have much influence but it seems our £40k pa spend was worth them chasing.

“It does leave us a little embarrassed now having to cancel Bestway after going to them cap in hand. I’m sure we’ll get over it and hope Booker does not withdraw the service 12 months down the road.

“Many thanks for all you do.”

Now that’s a good outcome.

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