When and how should I contact my Account Manager?
Our Account Managers will proactively reach out to you to arrange regular catch-ups and ensure you're maximizing the benefits of our partnership. However, we understand that you may occasionally need assistance between these meetings.
If you have a query regarding labelling, payment, or any other topic, we recommend checking our Restaurant FAQs first, where you can find answers to most queries. If you can't find the answer to your question, please reach out via our restaurant contact form. For urgent queries, you may also consider contacting your Account Manager through their dedicated phone number, which you can find in their email signature.
When should I contact your Customer Care Team?
Our Customer Care operating hours are Monday-Friday 07:00-20:00 and Saturday 07:30-15:00. Contact them for the following:
- Dish Substitutions: If you can't fulfil a dish that has been ordered, notify us via the quick link here.
- Tracking Queries: If a driver is running more than 15 minutes late and you require assistance. To help us manage the volume of inbound requests, please do not contact our Customer Care Team for tracking support until 15-minutes after the scheduled pick-up time.
- 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?
- For orders due to be delivered today, start a chat with us (available Monday-Friday 09:30-17:30).
- For all other inquiries not about an order due to be delivered today, please use our restaurant contact form, and we'll respond as soon as possible.
Other contact reasons:
- For questions regarding payment, accounts, or invoicing, please email accounts@citypantry.com.