OKW gave my groceries away

[TavieP]

I’ve used PrimeNow to have groceries delivered to my resort for years now with no issue, but tonight, Old Key West’s Bell Services guy couldn’t find my order, and found my name “whited out on their list.”

He told me to contact Amazon because it was a third party and there was nothing they could do. I asked them what should I do if Amazon says they delivered it here? And the guy just shrugged and said to tell them “tell them your name was whited out on our list.”

I’m really not sure what that means and why it would mean anything to Amazon, but having no alternative, I called Amazon who were very helpful and sympathetic. They saw the same thing I did- the confirmation that the order was, indeed, delivered here at 9:30 pm (we arrived at 11:30.) They gave me a full refund and a promo code for $10 so I could reschedule in the morning for a 1-hour delivery window at no cost to me, so it would have less of an impact on my vacation. I was so grateful for the great service from Amazon and put in the replacement order right away.

We’ll see what the morning brings... just a surprising turn of events! I hope my groceries actually get here tomorrow!

 

[sndral]

Sounds like some one else got your groceries? I wonder if Bell Services gave another party your order accidently and if so if that party has discovered they got the wrong order.
I’ve noticed Bell Services to be a bit lax with security, like the time a couple of years ago when AKL had me come into the luggage room to help them locate my suitcase. It’s not a Disney only thing, last fall the Bell Services guy at the Rome airport Hilton had me step into their luggage room to help locate my missing suitcase after trying to give me someone else’s case.

 

[MelanieRI]

This happened to me at BWI. The package was showing as delivered but no one at BWI could find it. I checked right away after it was delivered. Amazon also refunded my order, etc. and I redid it. With the second delivery, bell services still gave me a hard time about it. In the end, they made me list every item (over the phone) that I had ordered as the person went through the bags. Now, I hadn't ordered anything embarrassing, but I was fuming. The guy was like there is no other way to tell it's yours. I get the bags and in plain site is an order # that he could have verified with me. I was not a happy camper. It was the only hotel I've had problems with and while I've stayed there since, I've not ordered while staying.

 

[TavieP]

Sounds like some one else got your groceries? I wonder if Bell Services gave another party your order accidently and if so if that party has discovered they got the wrong order.
I’ve noticed Bell Services to be a bit lax with security, like the time a couple of years ago when AKL had me come into the luggage room to help them locate my suitcase. It’s not a Disney only thing, last fall the Bell Services guy at the Rome airport Hilton had me step into their luggage room to help locate my missing suitcase after trying to give me someone else’s case.

Sounds likely. I also wonder if it might have been different if we’d arrived earlier- there were 2 Bell Services guys around and one of them was clearly about to go home and seemed not too interested in solving the mystery so it was just like Okay, someone got $140 of groceries for free I guess!

 

[TavieP]

This happened to me at BWI. The package was showing as delivered but no one at BWI could find it. I checked right away after it was delivered. Amazon also refunded my order, etc. and I redid it. With the second delivery, bell services still gave me a hard time about it. In the end, they made me list every item (over the phone) that I had ordered as the person went through the bags. Now, I hadn't ordered anything embarrassing, but I was fuming. The guy was like there is no other way to tell it's yours. I get the bags and in plain site is an order # that he could have verified with me. I was not a happy camper. It was the only hotel I've had problems with and while I've stayed there since, I've not ordered while staying.

That’s appalling! I’ve never had trouble before now and I’m glad Amazon was so good about resolving something that clearly wasn’t their fault. I’d be seriously ticked off if they made me list every item... I hope I get the re-order tomorrow without that kinda hassle but I guess I’ll find out.

 

[Searc]

Amazon for the win, not so much for Disney. There should be a piece of paper with the GM's email on it in your room. Email her/him today and make sure you tell them what happened. Tell them how great Amazon's customer service was and how lacking Disney's was in the situation.

 

[MickeyT]

The beginning of the end of grocery delivery........

 

[AngiTN]

The beginning of the end of grocery delivery........

At least left with Bell Services.
They can't stop you from meeting someone at the resort to pick it up.

 

[AngiTN]

I’ve used PrimeNow to have groceries delivered to my resort for years now with no issue, but tonight, Old Key West’s Bell Services guy couldn’t find my order, and found my name “whited out on their list.”

He told me to contact Amazon because it was a third party and there was nothing they could do. I asked them what should I do if Amazon says they delivered it here? And the guy just shrugged and said to tell them “tell them your name was whited out on our list.”

I’m really not sure what that means and why it would mean anything to Amazon, but having no alternative, I called Amazon who were very helpful and sympathetic. They saw the same thing I did- the confirmation that the order was, indeed, delivered here at 9:30 pm (we arrived at 11:30.) They gave me a full refund and a promo code for $10 so I could reschedule in the morning for a 1-hour delivery window at no cost to me, so it would have less of an impact on my vacation. I was so grateful for the great service from Amazon and put in the replacement order right away.

We’ll see what the morning brings... just a surprising turn of events! I hope my groceries actually get here tomorrow!

I would speak to the Bell Services manager and ask them what that means. Why do they white out someone's name on a list? Even if you've gotten your stuff I wouldn't want to let it go. I'd want to know more about why it happened. If whiting out names of delivered items is normal that's one thing but I can't imagine it is

 

[beercity]

These "gig worker" grocery delivery services are going to have very inconsistent results. I ordered from Wal-Mart grocery delivery earlier this year. The person showed up with a van full of grocery bags for multiple customers, and had to paw through the bags to find the ones that belong to me. They also showed up an hour late and did not call me or let me know that they were there. Bags were broken, canned goods rolled all over the car. It was a real mess. These services all work the same way, independent contractors get paid by the order to pick/pack your groceries and deliver to you. Apart from leaving negative reviews for the delivery person, there is no quality control from the vendor. Walmart, Instacart, Shipt, they all work the same way. I think Amazon Now is also doing the same thing. You are going to take your chances. Keep the order simple and don't order anything that you need immediately or cannot survive without.

There are some Shipt drivers around me that take their job very seriously and earn good tips. But some just do not care at all, they deal in quantity not quality. You do not get to pick your level of service, you have to take what you get. If service is important to you, consider Garden Grocer or other services that specializes in WDW delivery. But you will pay more.

 

[DisArmyWife215]

Pop Century told me they didn't have my cases of water I ordered. Called and Amazon was very apologetic and refunded my money. The next day our cases of water were delivered by bell services. Basically they had misplaced them for a day and instead of just stating they did that they claimed they'd never been delivered. For sure a Disney problem, not an Amazon problem.

 

[TavieP]

Update: the redelivery this morning was smooth and easy and bell services delivered it to our villa within 10 minutes of it being delivered to the resort.

I plan to follow up with BS to see what happened, but not now, I gotta get to Epcot!

 

[TavieP]

Amazon for the win, not so much for Disney. There should be a piece of paper with the GM's email on it in your room. Email her/him today and make sure you tell them what happened. Tell them how great Amazon's customer service was and how lacking Disney's was in the situation.

Great idea! I’ll do this.

 

[DisneyWishes14]

This happened to me at BWI. The package was showing as delivered but no one at BWI could find it. I checked right away after it was delivered. Amazon also refunded my order, etc. and I redid it. With the second delivery, bell services still gave me a hard time about it. In the end, they made me list every item (over the phone) that I had ordered as the person went through the bags. Now, I hadn't ordered anything embarrassing, but I was fuming. The guy was like there is no other way to tell it's yours. I get the bags and in plain site is an order # that he could have verified with me. I was not a happy camper. It was the only hotel I've had problems with and while I've stayed there since, I've not ordered while staying.

I had a similar experience at BWI. Ordered from Amazon, it stated it was delivered and I went to the lobby to retrieve it. By the time I arrived in the lobby, Bell Services was closed and there was a sign there telling me to visit the front desk. Went to front desk and the CM couldn't find it. I contacted Amazon and they refunded my money without question. I did not re-order as I did not want to deal with the possible hassle again. The next day, out of curiosity, I checked with Bell Services to see if they had any record of the delivery. They did and the bags were literally right in plain sight as soon as you walked into the luggage area (yes, they let me go back there with them . . . ). They had no clue why the front desk CM wouldn't have seen the bags the night before. I then called Amazon back and insisted they re-charge me as they had done their job and had delivered my items.

 

[ColoradoMom12]

Glad Amazon was helpful in getting your groceries redelivered!

This happened to me at CR about two years ago. Not exactly the same scenario but similar. Amazon Prime Now delivered my groceries. Bell Services couldn‘t find the delivery. I have to give them credit, though. One of the guys working that evening really went out of his way to search everywhere for it. He wasn’t able to locate it and explained that (at the time, at least) while Garden Grocer was assigned a specific place to unload groceries, Amazon drivers tended to just dump things anywhere. He wondered if my order could have gone to another resort by mistake as he no record of it (although he told me that due to the Amazon drivers unloading anywhere, sometimes not all deliveries managed to get written down before the driver left). Amazon also replaced my missing order (it was small, at least, and things we didn’t need immediately) at no cost.

 

[kaytieeldr]

The beginning of the end of grocery delivery........

I was thinking the same, or at least what @AngiTN posted.

Basically they had misplaced them for a day and instead of just stating they did that they claimed they'd never been delivered. For sure a Disney problem, not an Amazon problem.

I can absolutely see Disney resolving the problem by refusing any delivery through Bell Services.

 

[Heather07438]

Makes me wonder if Amazon is fully aware that resorts don't want the end responsibility of any issues that can arise, so Amazon's protocol is to automatically compensate on their end as a compromise to not lose delivery privileges at resorts.

It would make sense for resorts to request ID and room info, and/or order number confirmation to record delivery transactions. Otherwise Mr Robertson's order ends up in Mr Robinson's hands with no recourse, which might be happening.

 

[jo-jo]

Glad Amazon was helpful in getting your groceries redelivered!

This happened to me at CR about two years ago. Not exactly the same scenario but similar. Amazon Prime Now delivered my groceries. Bell Services couldn‘t find the delivery. I have to give them credit, though. One of the guys working that evening really went out of his way to search everywhere for it. He wasn’t able to locate it and explained that (at the time, at least) while Garden Grocer was assigned a specific place to unload groceries, Amazon drivers tended to just dump things anywhere. He wondered if my order could have gone to another resort by mistake as he no record of it (although he told me that due to the Amazon drivers unloading anywhere, sometimes not all deliveries managed to get written down before the driver left). Amazon also replaced my missing order (it was small, at least, and things we didn’t need immediately) at no cost.

We had this type of issue with safeway. BS delievered maybe a third of the order. I was told the same thing, safeway just puts things where ever. A few hours later the rest was found.

 

[MickeyWaffles]

I was thinking the same, or at least what @AngiTN posted.

I can absolutely see Disney resolving the problem by refusing any delivery through Bell Services.

I was a bell services dispatcher at a deluxe when Garden Grocer started to become known - about 14 years ago. We had a few orders a day, plus we stored groceries for some people who stopped at a store on their own before they arrived. It wasn’t too complicated because there just simply not that many grocery orders to store.

I can’t imagine how many groceries come through there a day now. These storage rooms built way back when were not set up to handle tons and tons of grocery orders with refrigerated, frozen and shelf stable food coming from multiple delivery services. The storage room was packed to the brim before delivery services became so popular.

I agree that the solution will be that they stop accepting groceries through bell services, and you’ll have to meet your delivery driver.

Don’t get me wrong, I’m not giving Disney a pass on how they handled this situation - they 100% could have handled it better. But, I honestly don’t think they could possibly have the space and manpower to properly manage the number of orders that get delivered these days - they probably just shouldn’t do it.

We do always have groceries delivered to bell services and I will be bummed if it goes away, though!

 

[AngiTN]

There are so many issues that I can't believe they haven't put a stop to it already. Seems like an area they can fix and it would shut down all the complaints easily by requiring a guest to meet the delivery. I get they've done it as a courtesy, and it's great, thus far but by now, it's got to be way more a headache than stopping it and dealing with the few who complain about having to meet the driver. I know folks don't like the idea of taking their time out to meet the driver but goodness, it's your order, your stuff you want, it only seems right that you should deal with getting it not the resort. Who by the way, doesn't make any money on doing it. Yeah, they charge you plenty. I get that. I still don't believe handling of groceries, storage of, etc, should be under the resort room price umbrella. So having you meet them solves ALL their issues.