TERRIBLE Experience with Garden Grocer

[HUFF590]

We used GG in May and everything went perfect, all we asked for and right on time. I found Brian to be very nice and understanding of our needs and will use them again in May. Im sure he will find away to iron out any problems, and I hope his service will get even better, sorry to hear of some of you had a problem. I think everyone deserves a second chance IMOP.

 

[twinklebug]

Brian - it may be time to add a person to your operation - think about it.

... one thing that concerns me is talk of the poor customer service.. (IE.. rude phone comments and not returning phone calls..) He may consider offering some sort of compensation for those unsatisfied customers (which he admits were upset for good reasons)... Voucher or coupon for discounts for the next time they order... Part of their delivery fees back... Even an apology card... Actions like that go a long way... Especially in today's world...

With our last trip (another one of the dreaded August trips) I had left multiple messages with GardenGrocer regarding a few items missed out of our order. When I first noticed the items missing I had called him and he gave me a response was a very unprofessional "ohhh... yeaaa... I noticed those ... I wondered who they belonged to..." and he promised to deliver the missing items to bell services within the day. His hesitation when talking to me gave pause to think: did he toss the food out? or is he sitting there enjoying the cantaloupe, ham and lettuce right now? Not surprisingly, the promised items never arrived and after checking with Bell services twice I decided not to ruin a nice trip fighting with GG over 3 items until I got home.

From home I called and left messages twice. I wasn't looking for coupons or free merchandise. All I expected was a sincere apology and reimbursement for the 3 items we never received but had paid for in advance through PayPal (totaling just under $10). NEVER did I get a call back. There is just no excuse for this. It's poor service and, IMHO, stealing.

I'll go back to WegoShop as the ladies were VERY nice and took the time to make sure our order was correct. Such a shame as GardenGrocer was off to a good start until Brian left that doorway and put us in his past.

 

[DisneyWhirled]

Our May delivery went perfectly, not a glitch, delivery as promised.

Sadly, I was one of those customers during the crazy 3 weeks in August. We did get delivery (late) but I will have to think strongly about our options next time.

Our delivery was to be between 8-10 PM. Upon arrival in our room @ about 6:45 PM, I called to let GG know that we would be out of the room, so to leave the groceries with Bell Services. The gentleman on the line said that was great, and that they would do that. No mention that delivery probably wouldn't happen.

When we got back to the room around 10:00 or so, I called Bell Services. They did not answer, so I called GG again and had to leave a message. In the meantime, we checked our cell phone vm and found a message from GG saying that they could not deliver to us that night and to call in the morning for delivery. Then, since they were closed, they stopped answering any calls that night.

I was VERY angry. I left a message that I expected delivery first thing in the AM as we were leaving for the day at 8:15am.

We called them at 7:30am the next day, and they had delivery to us by that time. The delivery driver said that they had the busiest day ever-37 orders!

I am in customer service as well, and there is no way that I could tell one of my customers, "oh, we didn't do your trade today, no time, so we waited until tomorrow." That is not an option. Had they left a message for us to call back to explain the delay and provide us options, I might not have been as upset, because I understand that things DO happen.

In this day and age, customer service and satisfaction can make or break a business. I hope they find this out before it is too late. Imposing maximum orders per day might help, but may turn people away as well for future business.

I told my husband, I would be glad to move to FL and work for GG to get them to be the best delivery service in the area, focusing on quality and customer service. They have a niche in the market, that is for sure!

 

[Dina]

We used them last Wednesday-- no problem at all!!

 

[dznymom1]

I was disappointed in the service I received from another company last spring, so I just placed an order with GardenGrocer for later this week. The website has been enhanced and would not accept my order for delivery on my arrival date because they already had as many orders as they could take. I simply decided to wait until the next morning. It looks like they have addressed the problems reported here and taken steps to correct them.

I emailed Brian with a question and received an answer back in a couple of hours. I will report back on my experience late next week.

 

[Frankiesmom]

We too placed a lg. order 3 weeks before our July 29th arrival-calls were not returned promptly-and I think when someone says they will get back to you with 24 hours and I'm calling them back on day 3 because I still haven't received a phone call? When the order did show up it was 2.5 hours late and they seemed like they wanted a tip-were they nuts? So no tip,and i won't use that service again. We ordered over $250 worth of food items etc. They also gave me the were about 15 minutes away crap;never again.

 

[JerJan]

I use and will continue to use WEGOSHOP they are always ON TIME!!! Anyone else noticing a "TREND" here??

 

[bobbiwoz]

I use and will continue to use WEGOSHOP they are always ON TIME!!! Anyone else noticing a "TREND" here??

Have you used WEGOSHOP on a Sunday?

Bobbi

 

[docg]

We used Wego shop two weeks ago. It was our first time and wasn't sure which one to use, wego shop or garden graocer. We chose wego shop and was very happy with their service. We chose them because we could give them a list with our perferred brancds and they would get it. Was little nervous as delivery was on the Tuesday, a day before Ernesto was to hit on Wed. and our delivery time wass 4:00. The service was very easy to communicate with and excellent. They even gave us two of items that were on special at the supermarket as buy one get one free. We were pleasantly surprised. Would reccommend wgo shop and will use them again.

 

[Eyore4Ever149]

sounds like more than 5-7 ppl. I saw an ad for Garden Grocer- on the Disboards I think and wondered about it. I use PeaPod (Stop and Shop) here at home and on Cape Cod vacations and they give a 3 hr window, so I had planned to just stop in the rental car. Now Im more sure than ever that perhaps thats the best way to go. Wegoshop isn't one I have heard before. I'd be hesitant to use a small business. Ill have to look into what the onsite store has available. Ill be looking for fresh meat and fruit for my baby.

Edited to add- if Garden Grocer has made ammends with those who posted regarding poor service please do post again and let us know. It would seem so far they provide excuses instead of sincere apologies (just an observation)

 

[bobbiwoz]

...
Edited to add- if Garden Grocer has made ammends with those who posted regarding poor service please do post again and let us know. It would seem so far they provide excuses instead of sincere apologies (just an observation)

On August 31st, I sent an e-mail to Garden Grocer regarding our poor experience. I outlined the problem that we had. I have not gotten a reply. The fact that I've not heard anything from them regarding the situation is telling me that they have in effect "written us off."

Until that visit, we have always been happy with renting a car and doing our own grocery shopping. We had 3 little ones, 3 car seats, lots of luggage and a desire to simplify our lives somewhat by doing the grocery delivery.

It didn't work out that way.

Bobbi

 

[Frankiesmom]

another thing I have to add...I posted earlier-we had ordered bagels as part of our lg. garden grocer order-well they had a buy 1/get 1 free sticker on it? Do you think they offered the free bagels to us? NO. I also sent an email on Aug 8th-we returned on 8/5 and I have yet to hear back from them.

 

[rsschneck]

I used Garden Grocer during our recent trip. The service was terrible. I scheduled delivery for 6pm. I received a call at 7pm saying delivery would be more like 8pm. No problem. I starting calling them around 10pm looking for my delivery. I had 4 small children in our party and I needed milk and water. Had I known that I wouldn't receive my delivery until MIDNIGHT I would have picked up milk for the kids at the General Store which of course was closed. The guy I spoke with on the phone (OWNER) was rude and unprofessional. He told me to give him break as he'd been working for 18+ hours. I was afraid he wasn't going to show up at all.

I've used wegoshop.com twice on previous trips and they were great. I'll never use Garden Grocer again.

We had the same experience using wegoshop. I guess it just depends on the day!

 

[littleowensmommy]

Edited to add- if Garden Grocer has made ammends with those who posted regarding poor service please do post again and let us know. It would seem so far they provide excuses instead of sincere apologies (just an observation)

I debated about whether or not to post this reply to my complaint to Garden Grocer, but since you asked, here it is. For the record, I was NEVER rude. I was however extremely disappointed. I think their response speaks for itself. They did after a subsequent email from me refund my $10.00 delivery fee.

We had more orders than we could do during that time, we had people working 20+ hours per day and still weren't able to keep up. We apologize for the inconvenience but don't remember your order specifically. We are extremely polite and professional to people who treat us that way as well, not so much to those who don't.

We will gladly delete your account so that all your information is gone from our system.

The GardenGrocer.com Team

 

[JerJan]

Bobbi , Yes i have received a Sunday delivery and a few Saturday evening deliveries around 9:00ish, from WEGOSHOP.

 

[bobbiwoz]

Bobbi , Yes i have received a Sunday delivery and a few Saturday evening deliveries around 9:00ish, from WEGOSHOP.

Thanks. Our next whole family vacation isn't fully planned yet, but it seems we may have to begin on a Saturday afternoon. So Saturday or Sunday delivery would still be needed, and I'm not ready to completely give up on having things delivered. We wouldn't mind a 9PM delivery if that's what we expected. I understand WEGOSHOP doesn't begin Sunday deliveries until later in the day.

I know that things are more expensive at the little stores in the resort, but we are thinking that having a small order from there delivered on our arrival day would be fine for the short term, with the large order coming the next day. It would at least eliminate the need for a glass of milk from room service! (Our DS/DDiL didn't realize that we HAD bought a pint from the store for the little one, and they were desperate.)

Has anyone here used the service WDW provides regarding groceries?

Bobbi

 

[mommym]

I debated about whether or not to post this reply to my complaint to Garden Grocer, but since you asked, here it is. For the record, I was NEVER rude. I was however extremely disappointed. I think their response speaks for itself. They did after a subsequent email from me refund my $10.00 delivery fee.

We had more orders than we could do during that time, we had people working 20+ hours per day and still weren't able to keep up. We apologize for the inconvenience but don't remember your order specifically. We are extremely polite and professional to people who treat us that way as well, not so much to those who don't.

We will gladly delete your account so that all your information is gone from our system.

The GardenGrocer.com Team

Wow! I tend to give people the benefit of the doubt but that reply really grates me. To me it is very passive-aggressive and that part about being polite and professional only to people who treat us that way says alot. Yes, they should not tolerate being verbally abused but when THEY are in the wrong they should be prepared to deal with people who are less than happy and "suck-up" a little. That's just the reality of good customer service.

 

[treehugger]

Wow! I tend to give people the benefit of the doubt but that reply really grates me. To me it is very passive-aggressive and that part about being polite and professional only to people who treat us that way says alot. Yes, they should not tolerate being verbally abused but when THEY are in the wrong they should be prepared to deal with people who are less than happy and "suck-up" a little. That's just the reality of good customer service.

Wow, you are so right! I can't imagine sending out an email like that!

 

[Santa]

I have had great service with Garden Grocer and will use them in the future.

 

[Dean]

I have had great service with Garden Grocer and will use them in the future.

The delivery person is a representative of the company, not an innocent third party.