Stores that use Instacart to fulfill delivery orders have started assuming the position that once they load your groceries in the delivery driver's vehicle. They are no longer responsible. The driver who picked up my $350 order AND another $200 order in a Honda accord. Tried to deliver me the other guys order. Then left to go back and get my order from Food Lion.
But he immediately marked the order as COMPLETE as he drove away. An hour later I still haven't heard anything. Call FoodLion and they can't locate the driver and the other customer ALSO never received their order. At 5:30pm the food lion store finally calls FOOD LION CORPORATE customer service who is then supposed to call INSTACART and track down the driver. Then they'll call me and figure out how to proceed.
Well, it's over 3 hours late at this point and you still can't find the driver. Refill the order and have another driver deliver it. Seems pretty simple right? But FoodLion basically washed their hands of it. After dealing with them for decades in many places. They've let Instacart destroy their brand.
Nobody should trust a company that tells you it's THE CUSTOMER'S FAULT AND RESPONSIBILITY because FOOD LION doesn't employ the drivers. So if Amazon decided to use a third party to deliver your xmas gifts. And the third party driver just disappears with your entire Xmas. FoodLion is saying it's no longer the retailer (you purchase at FoodLion.com or the food lion Togo app..NOT INSTACART). But they feel like it's not their responsibility at all when their 3rd party partner. Not someone we have a choice about. But here I am. A recent amputee who can't eat dinner tonight or breakfast in the morning. Because they refuse to ACCEPT RESPONSIBILITY AND FIX IT. NOW, NOT WHEN IT'S CONVENIENT FOR YOUR PARTNER!!!
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