Lunds and Byerlys

I’m having a hard time taking any of the low ratings on this app seriously because the challenges they describe typically have more to do with the user than the technology. This app is actually a lot more intuitive than others like it. The monthly pickup subscription fee is genius, and Lunds will be getting a lot more of my business because of the ease of use of the app!

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I used this app to order groceries for pick up for the first and last time. The app doesn’t allow you to make notes or indicate if you allow substitutions or not. Only the website allows that. The app will automatically select “yes” to substitutions. I didn’t know the app did this until I saw my confirmation email indicating I would allow substitutions. I tried to correct this for my order on the website and apparently the changes I made didn’t go through to store. They were out of stock on two items I needed and substituted an expensive item I don’t eat. When wrote in for a refund, they told me it was my fault for selecting substitutions allowed. I explained that I used the app and didn’t actually select substitutions allowed, they said, “we’ll give you a refund this time. However, in the future, you shouldn’t use the app if you don’t want substitutions. It doesn’t let you decide.” How does the app user know that before ordering?! We don’t! There’s no note. I won’t be using this app or shopping at L&B in the future. I can understand technology failing or lacking, but I don’t appreciate being condescended by L&B staff due to their technology failing. They were simply rude.

I’ve been using the app for a short while just to get electronic coupons. I don’t think the filter is functional yet, but it looks like it will be eventually. I keep all available coupons clipped, so I’m always looking for just the coupons that I don’t already have clipped to add to my account. It was also not very intuitive to find the barcode. Thankfully the checkout clerk knew exactly where to find it. Who knew that we’d be scanning our “phones” at a grocery checkout vs handing over wads of carefully cut paper coupons. Yay!

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The custom items portion of the shopping list is formatted so poorly and is cumbersome to use. I will no longer use it. Items need to line up on the left without the huge white space between them and the checkbox. When I check something off I want to be able to clear it off the list when I finish shopping or do a list update. Since it is so poor a feature I find myself not very interested in using the rest of the app.

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One of Lunds’ cashiers told me one day, “people either got the app right away, or they want nothing to do with it.” I was in the second camp, and after being forced to sign up to keep getting the coupons I had been using under the previous system, I am even more unhappy. The app is so hard to use that a cashier had to help me find the obscure location to check in, and I can no longer use the same discount on multiple visits. The last thing I want to do is fight with an app in order to buy food. Hope they improve it.