Safeway Complaint - The grocery shopping store dot com without a heart
PHOENIX, ARIZONA -- Please allow me to convey to you the story of my most recent grocery order from Safeway.com.
On March 1, I fell and injured my knee and am still on crutches and a knee brace. Friends have helped me in many ways, but currently none are in town and available to bring me groceries.
In addition, I also had breast cancer surgery in 2007, and have attempted to maintain good eating habits especially in support of my immune system.
Last night I placed a small order. I wouldn’t be able to handle a large order.
The most important part of that order, even the reason for placing the order when I did, was for yogurt – three 8 packs. I have been eating this every day in support of my immune system.
When the order arrived a little before the beginning of the delivery window, one item was out of stock. However after the delivery person left, I noticed that while I had been charged for the Yogurt, there was No yogurt at all.
Within minutes I called customer service. The first response was to offer me redelivery from in a 4 hour time period beginning an hour after the initial delivery window.
I explained about being on crutches and that it is difficult to get around, and the need to wait for them.
I also explained that I have sleep problems and had gotten very little sleep recently, so I really wanted a redelivery within the same time frame as the original order since I’d set aside that time to be awake and available to take delivery.
I even asked that it simply be left on my patio, which UPS frequently does with items of large cash value. I was told I had to be here to sign for the yogurt.
I was promised a call back. I was feeling upset by the seeming indifference of Safeway representatives toward a customer in need, as well as to the impact of their own errors. I was in need of sleep and engaging in another futile discussion would not help me to sleep.
So the call came and I didn’t pick up. When I listened to the message, it said that they had put in for redelivery, but it had been denied. And they would give me credit in the amount of the yogurt.
So when we (the public) order from Safeway dot com, there is no guarantee of actually receiving all the items which are in stock and charged to one’s account. It has happened before, and usually it is either all frozen foods are left out, or all refrigerated foods are left out.
Until today it didn’t matter to me that much when it happened.
Today it did.
I have slept much of the day. I would choose sleep any day over waiting for a redelivery in an entirely different time slot. Since sleep is such a scarce commodity and so vital for health.
I doubt I will ever choose to have groceries delivered by Safeway again, the grocery shopping store dot com without a heart and little in the way of a conscience.