Food Lion To Go

Used the app twice for delivery and it was excellent. Suddenly it stopped working. Uninstall/reinstall several times. Added another payment card. Tried the website online. Nothing works, just an “oops, there was an error” radio button. Called their help number and the Food Lion person couldn’t help so they passed me to Instacart who not only didn’t help but signed me up for an account without my permission. Sent me two password resets on my email—while I was on the phone with them—and didn’t tell me. Then a third email saying I changed my Instacart email—-while I was still on the phone with them—-and didn’t tell me. Never mind that I didn’t have an account with Instacart and didn’t request one. Whatever issues between the Food Lion app and Instacart need to be resolved instead of passing the buck and shorting customers.

I was so excited that my local food lion—which is great!—was starting pickup. I ordered and had my time slot ready. I got an email and text saying they were running late. I then got a text that they had started shopping. I knew from my own shopping that the list I had was going to take at least an hour.... it took probably 1 1/2 hrs before I got a text saying it was ready. I loved that they kept me up to date. I don’t mind having an hour window but it did throw my schedule off since I got my order about 40 min after the window. Also when I arrived and called the number listed and pressed one like it said, it didn’t work. I finally called back a third or fourth time and chose customer service. They took about 10 min after that to get my groceries out. I have high hopes that this store will figure out a better system soon! I will probably try again in a few months when the bugs are worked out ;) I did appreciate the “welcome” bag and as far as I saw all my produce was good quality! A note about the app: I recommend making it available to check status in app. It kept taking me to safari and honestly it wasn’t working correctly. I also recommend trying like Walmart to add a button that says “I’m here” So customers don’t have to call a number. It just is helpful! Otherwise I felt the app was super easy to use :)

ask user to change the rating

I’ve ordered groceries from Kroger and Walmart for over a year. I was happy to see my local Food Lion finally offered pick up so I don’t have to drive to the next town anymore. But, their apps are superior. I don’t want to order produce and meat by the pound. I want the item individually or the package of meat. I ordered ground beef and wanted 3 individual 1 lb packs, but they gave me a 2 lb pack and a 1 lb pack. I cook for 2 people. I don’t need 2 lbs of meat in one package. Also, I didn’t know how much bananas weighed. I ordered 1 lb and got 3 bananas. I normally order 6 or 7 per week. I don’t want to guess how many apples are in a pound. Please change that to 1 item instead of per pound. The other two places let me order 4 Roma tomatoes and 6 bananas and 4 gala apples. And I wanted to order the larger pack of chicken tenderloins. It showed the long pack in the picture. I have no idea what they weigh. If I want 1 and I put the wrong weight, what am I gonna get? No clue. If it weren’t for the pound issue, the having to log into my account every time I place an order and having to choose which store I’m picking up from every time, I’d rate the app and store a 5. Neither the Kroger app or the Walmart grocery app make me log in or choose a store. They remember both of those.

I couldn’t wait until Food Lion joined the ranks of stores offering pick-up service, because I expected my experience to be awesome. I was right!!! TAMMY is the shining star who brings my groceries to my car with a beautiful smile even on the rainiest of days and has my shopping list done with accuracy. She explains any substitutions and actually sells me on the alternate choice when my request is out-of-stock. Sometimes a cold bottle of water accompanies my delivery. I couldn’t ask for more! Thank you Food Lion for giving this shopping option especially for those of us with disabilities! Thank you Tammy for setting the bar higher than the stars in giving stellar customer care! Tanya Clement Chatham, VA

With the current situation, I started using grocery pick-up through the app. The first time it worked great. I could view the refunded items that weren’t available and I could view the replacement items through the links that were sent. The last three times, it hasn’t worked. The page won’t load from the link to view the refunds and replacements. I have to depend on the shopper to text me each item and/or send me a picture of the items. This is very irritating. Please fix this. I have tried deleting and reinstalling the app to see if that would fix it and it hasn’t. Also, it would be nice to be able to edit my order after it is placed without having to basically cancel it and reorder it.