When and how should I contact my Vendor Account Manager?
Our Vendor Account Managers will always proactively contact you to arrange regular catch-ups and ensure you’re getting the most from our partnership. However, we understand that occasionally you may need some assistance from the team in between these meetings.
If you have a query around labelling, payment or any other topic, we would always advise you to have a look at our
Vendor FAQs, where answers to most queries can be found. We’re always looking for feedback on how this page can be more effective and helpful, so please let your Account Manager know if you’d like to see any other topics included.
If you have an urgent query which is
not about a delivery and
cannot be solved through the FAQs, please mail the team at:
vendors@citypantry.com
If you do not receive a timely response, we would advise contacting your Account Manager through their own dedicated phone number, which you’ll be able to find in their email signatures.
When should I contact the Customer Care Team?
-
Dish Substitutions: If there’s a dish that has been ordered that you cannot fulfil.
-
Tracking Queries: If it has been 15 minutes after the scheduled pick-up time and there’s no courier present.
-
Editing Order Requests: For example, editing the pick-up location on an order.
-
An Order Query: For example, understanding the dietary requirements on an order.
How should I contact the Customer Care team?
If your order is due to be delivered today: Click on our support page
here, and start an ‘Order being delivered today’ chat with us.
- Customer Care operating hours: Mon-Fri 07:00-21:00, Saturday 07:00-15:30.
All enquiries that are NOT about an order due to be delivered today:
Please use the contact form
here, and our team will respond as soon as possible.
