Paul’s is by far the best French bakery in town, I regularly go there on weekends to buy croissants or a baguette. But I also order my lunch there every now and then. So far I used Sherpa’s for that, until I found out that Paul has its own delivery service and only charges RMB 8 for a delivery (with a RMB 30 minimum order). Sherpa’s normally delivered in about 30-45 minutes and I expected Paul to deliver even faster. But I was wrong.
The first time I called Paul’s delivery hotline was last week. It was a rainy day and I did not want to go out for lunch. I ordered a sandwich and waited. After about an hour I was still waiting and called again. Paul’s told me that because of the weather it took a bit longer today, but the delivery guy was on his way. Another 30 minutes later the food had still not arrived, but after I called once more it only took another 10 minutes for the my sandwich to arrive. The delivery guy said that he could not find it. Okay, that’s pretty stupid (he has our phone number and could call), but it can happen.
So yesterday I ordered another sandwich. It did not rain and they had been to our office before, so when I ordered at 11:45 I expected my sandwich to be here by 12:15. It wasn’t of course. When the sandwich was still not there by 1 PM I called them again. They said that they don’t have enough delivery people so it could take a bit longer. And that was the case indeed, because it took them over 2 hours to deliver a sandwich from their shop to our office…
When I called again to clarify if this was normal, they told me that I should order a sandwich 2 hours in advance! Paul’s, if you think you can get away with a 2 hour delivery time in Shanghai you are wrong. And another advice, you should tell your customers when they order that there will be a long delivery time. In that case they may not order with you, but that’s better than having unhappy customers.
Paul’s, even though I love your sandwiches I don’t think I am going to order again from you soon. I will either use Sherpa’s (which at RMB 15-30 is a bit more expensive to deliver, but at least delivers on time), or I order from one of the other sandwich shops around People’s Square that bring the food to our office for free. And by the way, not having enough delivery people is not a good excuse: then you either should hire and train some more people (they are not so hard to find) or temporarily outsource to for example Sherpa’s. That may be a bit more expensive, but at least you won’t get angry customers or lose your good reputation.
If you want to try your luck with Paul’s call 4008-800-852, they deliver from 9:30 AM -7:00 PM