FairPrice Group

I have no problem using this App. I am a regular buyer for years from various online grocery Apps namely Redmart, Giant, Sheng Siong, Honestbee and Prime. Though the one disappointing experience is the fresh chicken range is always out of stock 9 out of 10 times when I was going to check out. I wish I could have known it earlier. After spending a long time browsing and finalising my list without the chicken (I usually need to order 4-6 chickens) means I either had to give up my order or order part from here then go to another site to order the chickens. It’s also disappointing that there are no fresh pork and seafood.

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The new design is not intuitive to users. It also doesn’t carry all the different categories of offers that are in the Straits Times, and these used to be in the old design of the app. I searched the entire newly designed app and can’t find the followings, which were obvious to users in the old design: 1st: Deepavali Specials - the items listed under “Deepavali Draw” in the new design are NOT the same as those advertised in the Straits Times. Previously, they were the same and there was a clear and obvious designed category “Deepavali Specials” that I could click on to get the full list of items on offer. 2nd: 3-day Weekend Offers: This is not listed at all today in the new design. In the old design of the app, it was uploaded every Friday, to sync with the newspaper advertisement. Plus, users only needed to click “3-day Weekend Offers” to see all items on offer in this category in the old design. 3rd: Brands Offers: The old design was so easy and intuitive to use - just a click on the freebies from the different brands, users would see the various items of that specific brand to buy. Now, users only see the freebie & statement like “Free pan with $60 purchase”. Click it, users only see the free pan! Now, what users should see is what are the items to choose from to make up $60 to enjoy the free pan.

I find it very difficult to choose the products I want when I could not read the details from the selection view. Have to click in to know what item it is. The brand name of the product is too big. Eg, I want yo buy frozen beef cubes but I can’t figure out from the picture and need to click in all the time to check. The other issue is the stock availability. Sometimes the stock is not up to date and only when I am checking out them I am prompted stock unavailable notice. Need to go back and remove the items and is amount went below$59, I have to add more things to top it up in order to get free delivery. It’s rather frustrating.

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Delivery is late for more than 2 hours to the promised delivery time. Called customer service only to be told to wait for 15-20mins. However when its passed 20mins, every time i called, they give the same instructions to wait for another 15 minutes. In the end i waited for more than 2 hours. It is not honest and causes disadvantages to people to tell someone to wait for 15 minutes, only for the delivery to come 2 hour later. I can not go anywhere, if i knows it will be more than 2 hours late, i will finish my other tasks first. The customer service is not reliable in servicing customer. The driver on the other hand, called my husband that he will arrive 5-7 minutes. But 20 minutes later, the driver is not here yet. I called the driver, but no explanation is given and it seems like the driver is clueless with the location of our place, despite this is our 3rd time ordering from fairprice online, and my place is just beside mrt. The driver only arrived 30 minutes later from the promised arrival time. Total waiting time’s more than 2 hours Overall not professional, messy logistics, slow response, incompetence, disappointing and not reliable.

The app has improved so much since the last time I used. I can find close to all the items I need. Sometimes even those that I don’t see in every store. The app is updated with weekly PWPs and offers which are found in the stores as well. It is so convenient for me, esp with 2 young kids. I do not need to queue to make payment and carry those heavy and big items home now. Delivery timings can also be selected to make sure you are around when your loot arrives. This is very important if you order frozen and chilled items. Overall, highly satisfied.