As I’ve mentioned previously, together was can make a change and force such careless companies to provide a better and respectful customer service. If we stop shopping at these companies they’ll learn to respect us.
Here’s JulieOnMyMind’s experience.
I have been using Grocery Gateway for a long time, for several years. Unfortunately, they have had more than their fair share of mishaps.. stemming from broken bottles of pasta sauce to substituting items that I didn’t ask for.
In my latest order, they simply ‘forgot’ to send a 12 pack of pepsi that I had ordered and paid for. So, I attempted to call the customer service department… which shouldn’t be too hard to do, right? I tried calling over and over again for more than an hour and there was no answer. There wasn’t even a recording to tell me that I had gotten through to the right place. I called the delivery person who brought the groceries, but he said that I needed to call customer service. A second call to the delivery guy brought some action where-by he said he would contact the dispatcher about my problem.
I sent 2 e-mails to grocery gateway
Here is a copy of the first one I sent at 5:39pm yesterday to customerresponse@grocerygateway.com ….
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Hello,
I received my grocery order at approximately 5pm. According to my invoice, I’m supposed to have a 12 pack of pepsi but it did not come with my order!!!
This is a problem that is easily fixed… so at 5:05pm I tried contacting the office by telephone to let you know that an item is missing there was NO ANSWER at the 905-564-8778 number. I tried the 1-877-447-8778 number and I got a recording that I can’t reach that number from this calling area. (I am in Toronto- so there’s no need for a toll free number) I tried the 905 number again and again and again… still no answer.
I went so far as to call the driver- he however informed me that I need to speak with someone at Customer Service. That should be fairly easy to do but still at 5:29 there is no answer!!!!!
I tried the Corporate number but of course they are closed at 5:30pm.
How is this supposed to inspire confidence in your company if I can’t even get through on the Customer Service number.
When am I going to actually get ALL the items that I have ordered and paid for?
And thank you very much for all the hassle that you’ve provided me by making me sit on the phone waiting for someone to answer the phone for 25 minutes. There was no recording to even indicate that I had gotten through to Grocery Gateway.
I do understand that you have gone through many cutbacks and many many changes- but there should at the very least be someone to answer the phone when a customer calls.
Below is a copy of the order.
Will I even get a response to this e-mail? Or have you cut back on people checking e-mails too?
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I am sure you can sense my frustration in that e-mail.
The second e-mail I sent was more of the same….
(sent to customerresponse@grocerygateway.com at 6:04pm)
It’s 6pm now and I have continued trying to call the customer service number with NO ANSWER!!!
Are they all on holiday? Today is a weekday. According to the times on the website, you’re supposed to be open until 10:00pm on weekdays.
I expect my issues with my missing item and your poor service to be resolved someway, somehow.
__________________________________
Here is their response to me at 6:13pm:
Dear Mrs. ***
Thank you so much for notifying us regarding the
unfortunate mistakes that were made with your last
delivery. Please accept our sincere apology for the
inconvenience we have caused by failing to deliver your order as
requested. We have credited your account in the
amount of $5.74 for the following:
-1xPepsi Cola-12 x 355mL
Your satisfaction means everything to us, and we hope
that we’ve provided an acceptable resolution. If for
any reason you still aren’t completely satisfied with
our response to your situation, please contact our
Customer Response Team who will do their best to resolve
things to your satisfaction.
Again, we apologize for any inconvenience we may have
caused you.
Sincerely,
The Grocery Gateway Customer Response Team
905-564-8778 or 1-877-447-8778 (outside of the
Greater Toronto Area)
____________________________
So I sent them another e-mail at 8:01pm
Satisfied?
You expect me to be satisfied after having tried for an hour to contact someone by phone and not getting through to anyone?
There’s no explanation as to why it is that there was NO ANSWER for an hour on your phone, no apology, no act of good will for the inconvenience caused regarding your problems with your phones?
No, I’m NOT satisfied.
_______________________________
I got no response to my third e-mail, so I called them today.
I spoke with a supervisor named Michelle, and she offered to have the pepsi delivered to me tomorrow. She completely didn’t put on her ‘listening ears’ as I tried to explain that it’s not JUST the pepsi that was my concern. She claims that they have ‘no record’ of the e-mails that I sent and I still have not gotten any apology from her. And to make matters worse, believe it or not, SHE REMOVED THE CREDIT that was on my account for the pepsi!!!