peapod.com

Peapod's big mistake: no way or effort to fix it

Ordering process was fine, I guess. I placed an order several days in advance and requested a drop off. They didn't drop off. Just before delivery, someone had flagged my order as containing alcohol, ID required. If there had been any notice at the time the order was placed, maybe we could have corrected the mistake. Based on what happened later, I'm not even sure of that.Here are many ways Peapod's customer service failed: I first learned of Peapod's error when I received a text the delivery was on its way with alcohol etc. I responded to the text! I received an auto-reply "respond with HELP for help". I responded with "HELP". The auto reply to that was to tell me if I need help, to seek it another way. (i.e. texting HELP does nothing to help or to get you in touch with help.) Voice calls were not possible for me. The poor driver was calling me while I kept texting Peapod over and over. Apparently Peapod can receive information from the customer but does not pass it on to the driver. Looked for other means of help. I logged into my email. I saw the order confirmation email and one saying they were on their way. Both emails did not allow an email reply. A third attempt: finding contact info through their site, I sent multiple messages through the web. No response yet. The driver left with the groceries. Complete silence from Peapod. Several hours now. I will keep updating this review.8 hours with no remedy or response from Peapod. No text, no email, no response to my emails or texts, no notifications within Peapod's own interface (signed into account).2 Days and counting. I have used every customer service channel available to me (contact numbers, emails, and their account portal). The account portal says "You don't have any notifications at this time." The rest are all silent. It does not seem Peapod is making any effort to send my order, fix their mistake, contact me on their own, or even respond to my inquiries. Bizarre. Anyone can make a mistake. But not even trying to fix it is something else entirely. I don't think I can do business with a company that does that. I have to strongly recommend against using Peapod. Even if it was not such a big blunder--a grocery delivery company that didn't deliver my groceries--I could not trust a company that has mechanisms to take your money but is otherwise completely unresponsive.It's been well over a week. My credit card company is reversing the charge. Except for one "Welcome to Peapod!" message, I have heard nothing from the company since the failed delivery and my many requests for help. No responses to any of my messages via any method.

Date of experience: Feb 20, 2020