CATERING APP AND SERVICE FREQUENTLY ASKED QUESTIONS
App FAQs
Is the App safe?
The App has been vetted and approved for use by SSE IT Security.
What personal information is required and stored?
Only a few details are required such as name, email, and phone number.
These details are encrypted and stored in the database and are only used to register the customer and contact you if there is a problem with your order. Note: Information is never shared.
Is my personal data encrypted?
Yes.
Where is my payment information stored?
Payment information is not stored by the app service supplier but rather, by the payment service supplier in compliance with the associated industry standards.
Will the app still be used when the office returns to full capacity?
Yes, we will continue to use the Click and Collect service even after COVID restrictions are lifted to reduce queues.
Is the App available for both Android and iPhone?
Yes, the App is available on both Android and iPhone
An alternative to using the mobile app, orders can be placed through a weblink.
What is the site code for Forbury?
The code is 3923
Can I collect loyalty points?
Unfortunately, this feature is not currently available. We are working with our developer and hope to add this feature in the not-too-distant future.
How do I cancel an order?
Unfortunately, once an order has been submitted, it cannot be cancelled using the app. If you do need to cancel an order, please speak to a member of the Catering Team directly or by calling 01189 534 955.
How do I amend an order?
Unfortunately, once an order has been submitted, it cannot be amended using the app. If you do need to amend an order, please speak to a member of the Catering Team directly or by calling 01189 534 955.
How will I be credited if a menu item is no longer available?
For a credit or refund, please contact the Baxterstorey Catering Manager (Tomasz Luczak) tluczak@baxterstorey.com
What if my preferred pick-up time is not available?
To minimise queuing and to ensure your safety, collection time slots have been configurated to 15-minute intervals. As restrictions ease and catering staff resources increase, additional capacity will be added.
How do i see my order history?
Your order history can be viewed by going to “Profile” in the app and selecting “Order History”.
Can I set my Favourites within the App?
Unfortunately, this feature is not currently available, we are working with our developer and hope to add this feature in the not-too-distant future.
If I have a problem with the app, who do I contact to obtain technical help?
App technical support is available via:
Information is also in the app and on our website.
Who do I contact if I suspect a security breach?
If you suspect a security breach, contact pcicompliance@wshsupport.com immediately or phone the Baxterstorey Operations Manager Tomasz Luczak on 07717457418
Can I place future orders or a repeat order?
Unfortunately, orders can only be placed on the same day as the collection and each order relates to a specific collection time.
What is the earliest and latest times I can place an order?
Earliest order time is 7:30am for 8:00am collection. The latest order time is 3:45pm for 4:00pm collection.
Which browser should I use if I am having issues accessing or confirming my registration?
Microsoft Edge rather than Explorer or Chrome should be used.
Service FAQs
Can I order catering for meetings?
Unfortunately, catering for meetings will not be available at this time.
This service will resume as restrictions ease and on-site employee numbers increase.
Can I eat in the canteen/ restaurant area?
Unfortunately, the consumption of food and drink will not initially be allowed in the canteen/restaurant areas.
Why are the menu offerings limited?
Due to restrictions on the numbers of employees initially allowed on-site, menu options will unfortunately be limited. We will increase our menu offerings as restrictions ease and on-site employee numbers increase.
Can I have my order delivered?
Unfortunately, this service will not be available initially. However, we are hoping to offer this type of service soon as the on-site population increases.
What happens if I am going to be late picking up my order?
Orders will be held for up to 15 minutes from the original pickup time. Thereafter, any perishable items within the order will be discarded. No refund will be issued for the disposal of perishable items.
Can I place a hospitality order?
Unfortunately, this service will not be available initially. However, we are hoping to offer this type of service soon as the on-site population increases.
Can I charge orders to an SSE account code?
No, this capability is not available.
How can I get general help?
If you need general help, please contact a member of the on-site Catering Team directly or via email on:
What are the opening hours?
Our opening times will be from 8:00am until 4:00pm Monday to Friday.
No weekend service is available.
Can I place my order without using the App?
Unfortunately, not. Due to COVID restrictions and the need to provide a safe service, orders will only be accepted using the app.
