Booker boss Hans Kristian Hustad apologised to customers for two major lapses in availability and said the company would do all it could to ensure it never happened again.
The closure of the Didcot RDC last summer, and the introduction of sales based ordering this February, were to blame he said. “We have to apologise that we have let the customer down during this period.”
The company now plans to focus on 2,000 “super KVIs”, the most important lines for retailers, and is aiming for 100% service levels. Hustad said service levels were now back up to 97.5% but this was not sufficient.
“We are a customer-focused organisation and we can’t take any more risks of letting the customer down.”