Safeway: Grocery Deliveries

This is my third time doing the pick up and go service. My greatest concern prior to using this was not being able to select my produce personally. However, I have not been disappointed with the selections thus far. I like the note section where I can specify things such as ripeness of fruit (ex. Bananas/avocado). I also love that it adds up my total for me as I go so that I can stay as close to my budget as possible and easily evaluate alternative suggested items that might be less expensive. Best of all, no dealing with aisles full of people and other carts. That in itself is worth some of the drawbacks, which include an item you want that’s out of stock. You have an option to select same brand, different size or different brand, which is great. But sometimes I like to be able to look at all my options and choose for myself. We’ve only had one issue where catfish was on our list and they reported it out of stock. We went inside to get another white fish such as tilapia, and found there to be a full case of catfish. We guessed that it might have just gotten restocked? Either way, it has not deterred us from continuing to use the service!

So I ordered my Thanksgiving groceries on Monday with a “guaranteed” delivery time of 8-9 pm that evening. I was surprised I could get it so fast, but hey it is guaranteed right? Nope, the time comes and goes with no groceries and no email, text, or call to tell me why or what happened. I called customer support and waited for 35 minutes to talk to someone only to be told that the order wasn’t even picked by my delivery time. That shocks me. Then he schedules a redelivery for the morning before Thanksgiving. When I ask what happens if it doesn’t come there is no recourse. I would have to have the order refunded and then go shopping for everything, which is what I was trying to avoid. This is terrible service and, even with a $10 credit I don’t plan to use this service again. At least with Walmart’s service they let you know when it is ready to pick up and give you details of your order on the app.

response required

I ordered my groceries, selected a date/time for delivery and chose the largest delivery window. That scheduled “guaranteed” delivery window came and went with no delivery, no email, text or call. I called customer service and was on hold for over 30 minutes with no answer. I emailed delivery support and still received no response. I was able to reach customer service the next day. He offered no explanation, no apology and no concern or regret. He offered to have to have my groceries re-delivered again the following day (more than 2 days after my originally scheduled “guaranteed” delivery). With hesitation, I agreed. The day of my new re-scheduled “guaranteed” delivery, I called to confirm since I had not received any text updates that I opted for. Again, I was on hold for nearly 30 minutes to reach a live person. I was guaranteed my delivery would be made and was told to call back if my delivery hadn’t been made after 3 hours into the 4 hour delivery window. Still no delivery or update so I called customer service. I was on hold for more than 30 minutes well after 9pm (closing time). No groceries, no updates, no explanation, no customer service! Still unable to reach customer support for a refund for my groceries I paid for nearly a week ago.

response required

I checked out Raley's new delivery service app & tried to use it, but being used to the simplicity & familiarity (not necessarily ease) of Safeway's I didn't have the patience to try to learn this overloaded, complicated & senseless app. I left all my choices in my cart & ran back to the security of the Safeway app. OMG! It was the Raley's app! I resigned myself to do my best to use it, but it was impossible for me to do so. I couldn't find the 'everything on the shelf' button which meant I also couldn't leave a message for my Shopper. To me these are essential features. The items were arranged in a grid rather than a list. I was so frustrated that I again walked away from my cart. I'm disabled & have no other way to get groceries except home delivery, but I just can't face getting to know & use another app after these two nerve-wracking apps. That was over a week ago & today I gathered my strength & went back to the Safeway app. I saw that they had an update. I'm hoping they've made some improvements so I can use it. Before I opened it I read the first page of the reviews & I'm not hopeful, but I'll give it a shot - I need groceries!

response required

I ordered my groceries last night and was guaranteed delivery between 1p-3p. 3:40p rolls around and nothing, so I call their customer service line. I was ON HOLD waiting to talk to someone for 17 MINS! Someone finally answers and she's nice enough, she calls the store my delivery was supposed to come from and no one there has a clue what's going on. She tried to call the drivers that *MIGHT* have my order, but no answer from them so she leaves them voicemails. At that point she says my options are: 1. Wait to see if a driver calls me back, 2. Schedule a redelivery or 3. Get a refund. I mention that there is only a $1 hold on my card and she says that means THEY HAVEN'T EVEN PICKED UP MY ORDER! They were supposed to delivery my groceries between 1p-3p and at 4p (after being on hold for nearly 20 mins) I find out they haven't even picked them up yet. Needless to say I just told her to cancel the order and I won't ever use this service again. Absolute garbage - and the app isn't even accurate with product pictures and size options. Don't waste your time. *GUARANTEED DELIVERY TIMES* is an absolute joke. No wonder they're offering $20 off so people will try it.