I won't leave groceries with Bell Services again...

[anabelle]

I ordered groceries through Garden Grocer this last week. I had told them to deliver from 3-4 PM and they could leave with bell services. We were at the pool when GG called and said they would be there between 2-3. So by the time we got the message it was almost three. I called to bell services and the food was already delivered. They came right up but the bell man told me there was a bag missing (which contained my eggs, bacon and fruit) and that he would handle it with Garden grocer. I did notice that my bags were quite torn and wet. He said go ahead to dinner and that he would handle it. Well, I tipped him well for his trouble and off we went. We got a call from GG stating that they had delivered everything and that we had to handle it with the hotel. I called bell services and they said it was Garden Grocer's fault. It was 11 PM by the time we got back from the park. The bell person on duty at that time called a manager and he bought me a couple of items from the store that they had in stock. He did inform me that if I couldn't settle it with GG, that he would send someone into town to buy the remaining items for me. It thought that was nice. The night bell person kind of inferred that the bell man who brought up my stuff was kind of a doufus, so I think he broke my eggs all over the other items. He didn't want to loose a tip, so he hid the mess. I didn't miss the fruit so I didn't pursue it. Oh well....

Lesson Learned:
If you are going to get groceries delivered, be on hand for the exchange. Otherwise, you have no way to prove if you got your items or not.

 

[dianeschlicht]

That is exactly why we don't use the delivery service at a villa. I even hate to have baggers bag my groceries around home! Just not my thing. I'd rather "do it myself".

 

[disneylvrnMS]

We always use WeGoShop for our grocery delivery. Last year we ordered beer and they forgot to bring it. It was not a problem because they said they would bring it back on their next delivery that evening and leave it with bell services.

When we got back to our room that night we had a voicemail from bell services that our delivery was there and they would bring it up when we returned to our room. We called to let them know we were in our room and would like for them to bring up our delivery. 30 minutes later we get a call back from bell services that they do not have a delivery for us. Good thing I had saved the voicemail that was left by Bell Services.

A supervisor did contact us the next morning and gave us a credit to cover what they had misplaced. They actually credited us something like $4 per beer since that is about what it would cost us to buy them in the parks.

 

[Brian Noble]

While mistakes do happen, most of the time these sorts of things go perfectly well. I'm happy to accept the risk of a few misplaced items from time to time in order to not hang around my unit waiting for the groceries to arrive. It's worth the few dollars I might end up losing.

 

[dzorn]

I ordered groceries through Garden Grocer this last week. I had told them to deliver from 3-4 PM and they could leave with bell services. We were at the pool when GG called and said they would be there between 2-3. So by the time we got the message it was almost three. I called to bell services and the food was already delivered. They came right up but the bell man told me there was a bag missing (which contained my eggs, bacon and fruit) and that he would handle it with Garden grocer. I did notice that my bags were quite torn and wet. He said go ahead to dinner and that he would handle it. Well, I tipped him well for his trouble and off we went. We got a call from GG stating that they had delivered everything and that we had to handle it with the hotel. I called bell services and they said it was Garden Grocer's fault. It was 11 PM by the time we got back from the park. The bell person on duty at that time called a manager and he bought me a couple of items from the store that they had in stock. He did inform me that if I couldn't settle it with GG, that he would send someone into town to buy the remaining items for me. It thought that was nice. The night bell person kind of inferred that the bell man who brought up my stuff was kind of a doufus, so I think he broke my eggs all over the other items. He didn't want to loose a tip, so he hid the mess. I didn't miss the fruit so I didn't pursue it. Oh well....

Lesson Learned:
If you are going to get groceries delivered, be on hand for the exchange. Otherwise, you have no way to prove if you got your items or not.

The only way Bell services would know a bag was missing is knowing that it was delivered and they misplaced it.

Denise in MI

 

[KevGuy]

Bell services at SSR handled our grocery delivery from GG with no problems at all. Our cold items stored in the fridge etc including wine. I think you may have just had a bad incident unfortunately. But one random problem doesn't make it all bad is my point and I think the staff went above and beyond to make things right including offering to send someone to get anything you needed.

 

[dvcdisney]

We had a little problem with GG on our last trip. We order a few things and one of them was a large container of juice. When they delivered it, my husband was there and didn't notice it was a small container, by the time we figured it out, he was out of the hotel so my husband left a message at the office. After a few days of no call backs, he called again. It was another few days and no one called again. We decided to forget about it and not bother ordering from them again.

We understand mistakes happen, but what matters is how it is rectified. And in our case, it wasn't.

I don't know if it's the hotel bell services or GG is at fault, but it's truly sad that one blames the other, instead of working it out between the two of them. They do a lot of business together, I'm sure there should have been something done by both.

To your lesson I'd like to add, that even if you are there for the delivery, make sure each item is the correct size.

 

[lmb]

The GG forgot one of our items on our last trip too. Fortunately, I realized it it and they delivered it the next day. There was also a bit of a mix up with our beer and wine delivery portion which didn't come until later that night. I was at the parks playing phone tag for an hour trying to resolve the issue. I"m still happy enough with them that I'll use them again. Bell services did a good job with everything.

 

[katied]

We had a delivery from GG in May. It went OK. When we got back the room from the park, I called bell services to have my groceries brought. They did not have any. It was 5 pm, and my delivery was supposed to be between 2 - 4 pm. So I called GG to follow up. GG said when they first tried to deliver, BCV said they did not have a guest under my name - odd, since I was the one who owned DVC, booked the room, checked in, and placed the order from GG, but whatever. So the delivery guy from GG came right away. He came straight to the room, and put everything away - in the cabinets, fridge, etc. It was great. We realized the next day 1 thing was forgotten. I called, and they brought it latter that day. No trouble, and I would use them again.

 

[anabelle]

Bell services at SSR handled our grocery delivery from GG with no problems at all. Our cold items stored in the fridge etc including wine. I think you may have just had a bad incident unfortunately. But one random problem doesn't make it all bad is my point and I think the staff went above and beyond to make things right including offering to send someone to get anything you needed.

Yes, I do think the manager did his best. The night bell lady kept saying she would be furious . I wasn't really mad or anything. I thought I would give it a try. I want to try it again. But I want to be present when they deliver or maybe just pick it up at bell services myself.

 

[1DisneyCM]

The only way Bell services would know a bag was missing is knowing that it was delivered and they misplaced it.

Denise in MI

I don't know if it's the hotel bell services or GG is at fault, but it's truly sad that one blames the other, instead of working it out between the two of them. They do a lot of business together, I'm sure there should have been something done by both.

Hi there,
I've been reading posts on and off for the last few years. I have enjoyed the trip reports, etc.

When I got to this post, I decided to "jump in"--it kind of burned my tail a little bit. Denise, I wanted to let you know that the only way a bellman knows that a bag is missing is when they look for the groceries to deliver, and they are not where they are supposed to be. The delivery company brings the bags to the luggage room, places them on the racks, or fridge/freezer then logs them in with the location. I should say that's what they are supposed to do. What happens when they don't do what they are supposed to do? If they aren't properly logged, or a bag didn't get delivered, bell services doesn't know it until you call for the delivery. The bellman who was taken out of rotation searches the racks containing the 1000+ pieces of luggage looking for the missing bag. He also looks in the fridge/freezer, the cast fridge, the store cooler, and anywhere else that it may be. If he doesn't find it, he takes what he has to the guest room, knowing that for all of the time and effort put in, he won't be receiving a tip (the 4 tipped positions at wdw are bartender, server, bellman, and valet and are paid less than 4.00/hr for their wage) because all of the groceries weren't there. Then the bellman goes to one of the managers who arranges for the items to be replaced--at disney's cost because disney is disney. The bellman then makes the second trip to the room knowing that he won't be tipped again.

What it comes down to is the majority of the bellmen will break their backs to help a guest. The companies like GG get paid the delivery charge to deliver the groceries, yet they only do their job part way. Bell services doesn't get paid by GG or any of the delivery companies, yet they have to clean up the mess when one of the companies screws up.

 

[GusMan]

While its never good when something like this puts a downer on things if this was a common problem, you would be seeing reports like this all the time. The fact is that most of these transactions are most likely completed properly.

If this was your first time using GG, of course its not going to be an experience that will prompt you to want to use them again in the future. However, I would bet that if you did, you will have a better, positive experience. If not with them, with some other grocery delivery service. Because lets face it - going through DVC for their limited selection of items is just not worth the $$.

And like it was said... its not that mistakes wont happen but it is how it is rectified.

 

[wigdoutdismom]

Just read on another thread that we should have put in our order at GG 4 wks prior to our trip! I told DH we had better get online and try to get it done and we weren't too late. I have faith that it will be a positive experience, they wouldn't still be in business if they messed up everyones orders. And..... we will be sure to tip the bellman.

 

[1DisneyCM]

It's amazing... no comments.

 

[dzorn]

Hi there,
I've been reading posts on and off for the last few years. I have enjoyed the trip reports, etc.

When I got to this post, I decided to "jump in"--it kind of burned my tail a little bit. Denise, I wanted to let you know that the only way a bellman knows that a bag is missing is when they look for the groceries to deliver, and they are not where they are supposed to be. The delivery company brings the bags to the luggage room, places them on the racks, or fridge/freezer then logs them in with the location. I should say that's what they are supposed to do. What happens when they don't do what they are supposed to do? If they aren't properly logged, or a bag didn't get delivered, bell services doesn't know it until you call for the delivery. The bellman who was taken out of rotation searches the racks containing the 1000+ pieces of luggage looking for the missing bag. He also looks in the fridge/freezer, the cast fridge, the store cooler, and anywhere else that it may be. If he doesn't find it, he takes what he has to the guest room, knowing that for all of the time and effort put in, he won't be receiving a tip (the 4 tipped positions at wdw are bartender, server, bellman, and valet and are paid less than 4.00/hr for their wage) because all of the groceries weren't there. Then the bellman goes to one of the managers who arranges for the items to be replaced--at disney's cost because disney is disney. The bellman then makes the second trip to the room knowing that he won't be tipped again.

What it comes down to is the majority of the bellmen will break their backs to help a guest. The companies like GG get paid the delivery charge to deliver the groceries, yet they only do their job part way. Bell services doesn't get paid by GG or any of the delivery companies, yet they have to clean up the mess when one of the companies screws up.

When we were at POR we also had a problem with bell services with our garden grocer order. They forgot to bring up any of our cold items. Bell man said they must have forgot to check refridge and will bring it up with the rest of our luggage. Several phone calls of "we'll bring it right up" and a few hours of waiting finally had to go to bell services and request my cold items in person. Less than 1 minute later I had my bags and took the long walk back to my room. Oh yeah when I arrived back at my room they were finally delivering our luggage and still did not realize they had forgotten anything. So in our experience the problem was with LAZY bellman not garden grocer. I do not care how much they are being paid if they are not doing their job. Bell services should be logging the number of bags and location it is stored when delivered. The only way they would know a bag is missing when it was delivered to the room is if their count is off from what they noted upon delivery from GG. Then bell services should be responsible because they lost it.

We also always tip bell services when they come to pick up or drop off our luggage.

Denise in MI

 

[canwegosoon]

Hi there,
I've been reading posts on and off for the last few years. I have enjoyed the trip reports, etc.

When I got to this post, I decided to "jump in"--it kind of burned my tail a little bit. Denise, I wanted to let you know that the only way a bellman knows that a bag is missing is when they look for the groceries to deliver, and they are not where they are supposed to be. The delivery company brings the bags to the luggage room, places them on the racks, or fridge/freezer then logs them in with the location. I should say that's what they are supposed to do. What happens when they don't do what they are supposed to do? If they aren't properly logged, or a bag didn't get delivered, bell services doesn't know it until you call for the delivery. The bellman who was taken out of rotation searches the racks containing the 1000+ pieces of luggage looking for the missing bag. He also looks in the fridge/freezer, the cast fridge, the store cooler, and anywhere else that it may be. If he doesn't find it, he takes what he has to the guest room, knowing that for all of the time and effort put in, he won't be receiving a tip (the 4 tipped positions at wdw are bartender, server, bellman, and valet and are paid less than 4.00/hr for their wage) because all of the groceries weren't there. Then the bellman goes to one of the managers who arranges for the items to be replaced--at disney's cost because disney is disney. The bellman then makes the second trip to the room knowing that he won't be tipped again.

What it comes down to is the majority of the bellmen will break their backs to help a guest. The companies like GG get paid the delivery charge to deliver the groceries, yet they only do their job part way. Bell services doesn't get paid by GG or any of the delivery companies, yet they have to clean up the mess when one of the companies screws up.

I do not use GG or WGS-so I can not comment on that end of the service.

But I have to tell you that if BS touches, stores or even sometimes looks at my luggage they get tipped(DH tipped BS for getting our bags-which were still in luggage over 6 hours since we checked in at BWV using ME-after we went to the lobby to get them).

Honestly I would think that most people would tip-sorry to hear that does not seem to be your experience. When I used to waitress, I used to see other girls get stiffed on tips or customers even walk out on checks-it was part of the risk I assumed in taking a waitressing job.

Hopefully your post will educate anyone who is not tipping when they should.

 

[Disney MAINEiac]

we used GG at BWV this past February and it was flawless, not a hitch

 

[photobob]

I'm glad we drive and bring everything ourselves..

 

[dairyqueenmom]

We used wegoshop in May and Marge was awesome. I highly recommend the service. I like she delivered right to our room.

 

[keys2kingdom]

Hi there,
I've been reading posts on and off for the last few years. I have enjoyed the trip reports, etc.

When I got to this post, I decided to "jump in"--it kind of burned my tail a little bit. Denise, I wanted to let you know that the only way a bellman knows that a bag is missing is when they look for the groceries to deliver, and they are not where they are supposed to be. The delivery company brings the bags to the luggage room, places them on the racks, or fridge/freezer then logs them in with the location. I should say that's what they are supposed to do. What happens when they don't do what they are supposed to do? If they aren't properly logged, or a bag didn't get delivered, bell services doesn't know it until you call for the delivery. The bellman who was taken out of rotation searches the racks containing the 1000+ pieces of luggage looking for the missing bag. He also looks in the fridge/freezer, the cast fridge, the store cooler, and anywhere else that it may be. If he doesn't find it, he takes what he has to the guest room, knowing that for all of the time and effort put in, he won't be receiving a tip (the 4 tipped positions at wdw are bartender, server, bellman, and valet and are paid less than 4.00/hr for their wage) because all of the groceries weren't there. Then the bellman goes to one of the managers who arranges for the items to be replaced--at disney's cost because disney is disney. The bellman then makes the second trip to the room knowing that he won't be tipped again.

What it comes down to is the majority of the bellmen will break their backs to help a guest. The companies like GG get paid the delivery charge to deliver the groceries, yet they only do their job part way. Bell services doesn't get paid by GG or any of the delivery companies, yet they have to clean up the mess when one of the companies screws up.

Just for the record nobody said anything about not tipping the bellman. In fact the OP "tipped him well for his trouble". I doubt this thread is going to incite people to stiff their bellman because of a grocery mix-up.