**UPDATED. Garden Grocer...very disappointed

[Megsmachine]

I have a garden grocer order for this Friday. Because of the hurricane coming in we are cancelling. We were supposed to leave on Monday night. Garden grocer is keeping a 25% restocking fee.
I am really disappointed in their decision to do that.

 

[holden]

Wow. Poor customer service given the circumstances.

 

[cmarsh31]

That is disappointing - I'd definitely email their customer service to complain. We've used them a number of times and I always recommend them to friends... that makes me hesitate!

 

[Micca]

I understand it from a business standpoint, especially if perishables are involved. However that's just poor PR and short-term thinking on their part. Sorry you had to eat the 25% (sorry for the bad pun too.)

 

[greg9x]

While 25% does seem high...it is in their terms for under 3 day cancellation. Assume in their business model they have already purchased the items for your order.. not sure how much was 'unique' that they couldn't fill other orders with.

Defiantly something to be aware of.

 

[DebbieB]

Is this the same Garden Grocer?

https://www.facebook.com/gardengrocer/

To all of our wonderful customers,

We would like to take a moment to explain our cancellation policy during events such as the possibility of a Hurricane. If you need to cancel your order due to the Hurricane you can do so without a restocking fee. However, we would love to think you want to reschedule your trip because you are coming to the most magical place on earth. You can always put your order on hold and reschedule your order once you know your rescheduled date to c...ome to Walt Disney World.

Our goal here at Garden Grocer is to take a little less stress off you by doing the grocery shopping for you. So we don't want to add any stress by not allowing you to change your plans on short notice. We take a lot of pride in the service that we provide and we couldn't do it with all of our wonderful customers, affiliates, and employees!

Please be safe and thank you for being a part of the Garden Grocer Family

 

[DVC_Princess]

We use them all the time and I'm disappointed to hear this. It should be people over profit in times like this.

ETA: That fb post makes me feel better. Hopefully there was just some miscommunication, OP, and you can get things resolved with their customer service.

 

[GeneralTso]

I'm sure they are getting slammed with cancellations and are trying to maintain some sort of profit.
Yes, it's awful. Like the $20/case for water in Houston.

Too bad they don't value compassion during a massive weather crisis over money.

 

[Jadyreen1282]

Hmmmm. I'm sure others have cancelled their orders and can tell us their stories too. Be nice to know what GG is up to here or maybe it was just a misunderstanding.

 

[Megsmachine]

UPDATE: They called me. She was very nice but said i need to screen shot a flight cancellation to them to get the full refund. Other wise push my order off until next time, Never offered the full refun like the FB post says. I will email them back.

 

[Best Aunt]

Send them a screenshot of their Facebook post. Nothing on there about having to show that the flight was cancelled.

 

[AndreaA]

I'm sure they are getting slammed with cancellations and are trying to maintain some sort of profit.
Yes, it's awful. Like the $20/case for water in Houston.

Too bad they don't value compassion during a massive weather crisis over money.

The thing is, if they aren't actually selling the groceries they aren't losing money. I mean yes, they won't be MAKING the money they expected, but it's not like they are losing goods and getting nothing for it.

Very poorly done.

 

[Daniela Rose]

UPDATE: They called me. She was very nice but said i need to screen shot a flight cancellation to them to get the full refund. Other wise push my order off until next time, Never offered the full refun like the FB post says. I will email them back.

Ask them about their facebook page. Also tell them you have no problem sharing their poor customer service during a hurricane with your fellow disboards members.

 

[Bellabully]

I hope this works out and they do the right thing. I always use Garden Grocer and will rethink using them again.

 

[Aurora0427]

This is very disappointing. It's a category 5 hurricane. Do the refunds and waive the restocking fee. It's goodwill.

 

[Yarbogash]

This is very disappointing. It's a category 5 hurricane. Do the refunds and waive the restocking fee. It's goodwill.

I don't get that. Why doesn't the customer waive the full refund and pay the 25%? That would be some serious goodwill.

 

[Megsmachine]

I sent a screen shot of the FB post and they refunded the full amount!

 

[Aurora0427]

I sent a screen shot of the FB post and they refunded the full amount!

That's awesome!

 

[disneyjr77]

That's great!!

 

[crolo]

I unfortunately had to cancel my upcoming trip due to hurricane Irma. I contacted garden grocer via email to let them know I needed to cancel my order (to be delivered in 2 days). I received an immediate response stating my order would be cancelled and I will receive a full refund with no penalties for short notice! Kudos to Garden Grocer!!