STATEMENT FROM FOOD LOVERS HOLDINGS RE: Diepkloof

The Board of Food Lovers Holdings has, having seen the recent video and heard the public response to the state of the Diepkloof store, instructed the Franchisee owner to temporarily close the store with immediate effect.  This will allow a team of specialists to go to into the store and do a deep clean to ensure that when the store re-opens in about a week’s time, it is again clean, hygienic, up to the normal Food Lovers standard and ready to operate at the level we demand of all of our stores, corporate and franchised.

In the meanwhile, we also wish to reiterate that all of our stores, wherever located, and whether corporate or franchised are dealt with equally.  This refers in particular to procurement, display and cleanliness of product.  We also demand where stores fall short of our standards that they take immediate remedial action, failing which they are dealt with severely.  Stores are subject to a monthly mystery shopper visit by an independent company and are also audited by our internal Health and Safety Division on a quarterly basis. Where a store falls short of our standards, we work with them to implement immediate remedial action and conduct regular follow up audits. Clearly our standards have not been maintained at the Diepkloof store and for that reason we apologise to all our loyal customers.  We can also mention that the Diepkloof store will soon undergo a scheduled re-vamp this year to bring it in line with the image achieved in our newer stores.

We passionately believe in maintaining the Food Lovers brand promise of being the “Best in Fresh” for all our customers.  Any complaints of any nature can be taken up with the store management and if no satisfaction is obtained, the customer may refer to our

  1. Customer Care Line (Customer Care e-mail –  FVC: care@fnv.co.za;
  2. Customer Care E-mail  – Freshstop: care@freshstop.co.za;
  3. Customer Care Line:  0860 00 77 28
  4. If they are still dissatisfied, they are welcome to mail me directly at bcoppin@fvc.co.za.

Kind regards,

FOOD LOVERS HOLDINGS

BRIAN COPPIN

CHIEF EXECUTIVE OFFICER