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June 30, 2006
Safeway.com Delivery No More!
Well it's official...We will no longer be using Safeway.com for grocery delivery and quite frankly that makes me a combination of sad and angry. I'm sad that things didn't work out with them, given it was so convenient, but at the same time I'm angry that they did not take my concerns seriously and in fact flat out ignored the concerns I brought to their attention!! But let's start at the beginning shall we?
When we first moved over here I was very sad that Peapod.com did not deliver to our new neighborhood. Over the past few years, every few months or so I would go to their website and check to see if they had moved on over to our neck of the woods to no avail. And then last year I saw an ad for Safeway.com delivery and I was very excited! I logged on to find out that they too had not ventured into our neighborhood either, though they would just a few short weeks after that and I was thrilled and immediately scheduled a grocery delivery!
At first we were very pleased with their service, they were always prompt, they always got our order right and their produce and other fresh products were excellent, but then a few months ago things started going downhill and I kept hoping it would be better, but it hasn't...In fact it has only gotten worse!
Their first misstep with me was when my delivery time came and went and they still had not delivered my groceries. I gave them 40 minutes and then I called their "customer service" line. The lady on the phone was not in the least helpful, was condescending and finally determined that the driver was running way behind for some reason or another. Now that in and of itself didn't bother me. In fact if they had just called me and said "Ms. (Insert Last Name Here) we're running a little behind" I wouldn't have minded at all. The thing that irked me was that they did NOT call and then the "customer service" woman, on top of being rude, didn't offer to refund my delivery fee. That coupled with the fact that they didn't respect my time irked me to no end! That was strike one.
Strike two came when they started delivering produce that should have long since been composted, instead of actual fresh fruits and veggies. I mean seriously...If a pear is so mushy that you touch it and it's skin falls off in a mushy clump then it should have long since been disposed of! And if garlic smells and is mushy, it's rotten! That is not what I ordered! I ordered fresh produce, not compost material! And at first their produce was superb, it's just been in the last few months that this has become an issue.
Strike three came this week. Last Friday I had groceries delivered and the afore mentioned strike two rotten veggies (not that this was the first time it had happened, but this is the worst it had ever been!) occurred so I sent an email to their "customer service" department and voiced my complaint about their lack of quality in produce as of late and how if they didn't do something to rectify the situation then I would have to discontinue the use of their service. Fifteen minutes later I got the obligatory automated response telling me their service days and hours and that someone would be in contact with me to address my concerns as soon as possible. Given that I sent the email late Friday afternoon I didn't expect a response until early this week. Well the week has come and gone, and it's been 7 days since I emailed them my concerns and nothing....Zip...Nada! So that's strike three.
Even though this makes my life a bit more complicated it is how it has to be. I'm a reasonable person, but there is only so much a reasonable person can take. So I will no longer utilize Safeway.com for groceries and I wouldn't recommend them to anyone else either. It's a sad fact, but customer service is completely dead and the very sad fact of the matter is you just lost a very loyal customer, who could have easily been retained had you addressed myvery valid issues about lack of quality in my produce.
Posted by Dianne at June 30, 2006 6:35 PM
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