Saturday, September 13, 2008

Getting it Out of My System

Please let me know how I contact your corporate headquarters. If you don't let me know how, I will research and find out, and I will pass along the information that you did not let me know along with the rest of this letter. It might not be effective, but writing it and sending it are the only satisfaction to be had when dealing with your dreadful organization.

I am writing to tell you why you have not JUST lost my business permanently online and in your brick and mortar store, but why I will share my story with everyone I know, just as I used to tell them how convenient I found your service. What I hope that you learn is that you clearly do not understand your market. It really should be obvious that people use your online service because they can't get to the store, and they NEED what they NEED as conveniently as possible. Why on earth would you have a "no substitutions" option on your grocery order form and then repeatedly insist on sending substitutions anyway? And why on earth would it be that my complaints by phone, online, AND in person to the driver do not one bit of good and only waste my precious time? I have been reassured repeatedly over a period of months that my account would be marked "absolutely no substitutions." This is not about me being a difficult customer. As I have explained to no avail, this about me being a working mom to an autistic child, and when you substitute the gluten free items I carefully select with garbage he can't eat, it infuriates me. YES, I had developed the habit of checking my groceries as they arrived, which is a CHALLENGE I don't want or need, but last time you delivered I had a babysitter so that I could attend a meeting at my child's school, and I came home to find bags full of gluten filled Snappea substitutions and other JUNK that we can't eat and I don't have the time to return. I don't have the time to write this letter, in fact, but I will make time, just as I will to find your corporate headquarters' address, spread the word to all I know through my blog, and find the time to shop at Whole Foods, Trader Joe's, and any other store but yours.

Your customer service people are rude and ill-named; there is no service there. You are a failure at all the reasons why I choose to shop online - convenience and time savings. I hope whoever is responsible for the shambles there spends some time needing help from DMV in the near future; you need a taste of your own medicine.


1 comment:

Joeymom said...

We have stopped buying sodas at McDonald's. The workers regularly were giving us Cokes instead of Diet Cokes without telling us. Explaining that we're diabetic only got us blank looks. ONe kid even had the nerve to say, "What's the difference? It's a soda!"