I made a grocery order but the checkout failed. I never received a final confirmation message or a confirmation email. It was late Saturday afternoon so I left it and went to make dinner.
It appears that the order went thru their end as they tried to deliver. I am usually home all the time but on this day I went out briefly and arrived home around 5:30 PM. Delivery time was 5:00 to 9:00PM. They had left message on my phone at 5:07 saying they would wait 20 mins. Office left message on phone at 5:10 saying to call them. I called the office at around at 5:40. I got an answering machine (office hours are to 6:00PM), I left message saying what is the point of asking me to call if they were not going to be there? So I called the driver. It was 5:45 by now as it took me time to work out the phone number from their message. They said they were back in Manhattan and could not come back. Somehow they managed to get to Manhattan in record time of 17 minutes. They said I had to REORDER to get the groceries redelivered. I did not reorder. I never heard from them again.
About 4 days after the failed delivery they charged my card for the full amount. I contacted them via email and told them the above and got no response. I tried again and same thing. I contacted my bank and asked for a charge back. I got it then YourGrocer.com charged my card again for the "perishable" goods. My bank said they couldn't stop them. I contacted them again by email and again no response. So I filed a complaint with BBB.
According to my bank, they supplied "evidence" that I had ordered and gotten email confirmation. Their evidence was an email print addressed to "Kym". Not my full name and not my email address - just Kym. The email looks "constructed" to me and I should know I work in eCommerce website development. Emails can be faked. And no site would send an email to a first name. They also sent a copy of an email they claimed to have sent to follow up the failed delivery. I never received such an email.
Apparently I am being charged because I ordered perishables i.E. Frozen food. Which I don't understand. It perished? Surely, they got it back and sold it again? Their policy for non-delivery is that I only have to pay a second delivery fee and not for the whole order and their followup email confirms that. So none of this reconciles.
Let's think this thru. It gets delivered to me and it's ok - not perished - but in a "17 minute" journey back to Manhattan it perishes? While in a refrigerated truck? Yes? No?
So you place an order and miss delivery and you can pay a second delivery fee only and get it delivered. Or you place an order and miss delivery and don't arrange for redelivery and get charged for the lot and if you complain then only the perishable goods. Because apparently not getting it redelivered causes it to perish. What it feels rejected and just "dies"?
Bottom line:
1. They ignore the fact of the website failure
2. They don't answer their phone
3. They don't answer my emails
4. Their driver gives incorrect advice.
5. They keep the groceries
6. They claim the items perished (did not or should not) and charge me for them.
Lots of reasons to never use this service.
0 comments