OK...I was so stressed out a little while ago, but things are all better now...I had a near disaster with our Garden Grocer order. The website says only 24 hour advance notice, so stupid me, I took that literally and didn't rush to place my order. This letter I wrote to the Customer Service Manager explains the rest:
I just need to let you know about an excellent customer service experience I had this morning.
I was really, really disappointed and frustrated -- we ordered last year, I even ordered for my sister's family, and we had NO PROBLEMS WHATSOEVER. This year, I went to order and your website requests 24 hour advance notice. We arrive 9/19, and today is 9/17 -- I went online to order and it says no deliveries are available 9/18, 9/19, or 9/20, and when I tried to schedule delivery, it wouldn't accept 9/21 either!!! I called and spoke to customer service, and I wasn't happy...in fact, I was pretty darn cranky (it's only 6:30 am here, and my husband has asked me twice this week if I'd made the grocery order, and I told him, "No problem, it only requires a 24 hour advance notice.")
Now just to explain, for medical reasons, we have to have bottled water.*** So I figured I would have to buy it at the food court and pay a ridiculous amount for it the first few days. Or try to figure out how to cram some of it into my suitcase and hope it doesn't explode at 40,000 feet and soak everything in there. The second issue was coffee -- not for medical reasons, but if my dear husband doesn't have real coffee in the morning, he turns into the Beast. So I was imagining the headlines -- "Wife Didn't Make Garden Grocer Order In Time -- Husband Couldn't Wait Until Monday Night For Coffee, Goes Beserk". OK, great, I'll just pack some coffee in with the water -- maybe I'll skip bringing clothes and just buy new clothes in Florida... Then the website was glitchy and I couldn't finish the order, so I called back again (not sure if I was talking to the same customer service rep each time, they were all nice and apologetic, LOL). I was told they could make the delivery Monday night, so great, we will have groceries on Tuesday the 23rd. Lovely. When I hung up, it was very clear I was stressed out and upset...I believe I used the phrase, "This is a disaster!"
A couple of minutes later, my cell phone rang...WHO is calling me at 6:30 am??? Lo and behold, it was J*, from your customer service. She told me that after reviewing my order, it wasn't too big (it's just the two of us), and that she could squeeze a delivery in Saturday night. YAY J*!!! You just saved my butt from getting chewed off by my husband who told me to order earlier, LOL!!! She really did go above and beyond, because she could have just thought to herself, "OMG, that lady was ridiculously crabby!" and moved on to her next customer. So thank you, thank you from the bottom of my heart. =)
It would be really helpful if on your website it didn't just say 24 hour advance notice...maybe mentioned that sometimes the weekends book up, or one week advance notice is better, something like that. Might keep your nice customer service reps from having to deal with as many people freaking out on the phone (I used to work in a call center, believe me, I know).
For my part...I post on several Disney boards -- that's how I found out about your service in the first place -- I will try to get the word out there to folks to call at least a week or two in advance to make their grocery orders.
***[yes, this is true, I wasn't just padding the story LOL]
Seriously, I hope that girl gets a raise.