Peapod Customer Service Issues

On February 20, [redacted], a substantial order totaling $[redacted].31, with an additional $20 cash tip, was delivered to my residence around 9:30 a.m. Unfortunately, there was an incident with a pump bottle of Clorox spray that had leaked in transit, affecting my wooden kitchen table, chair, and even my pink waffle-knit shirt. The leakage caused bleach spots on the floor as well. I have kept the leaky bag, broken Clorox bottle, and damaged shirt for your inspection. The driver did not inform me of the spill, which became evident when I smelled the bleach. I anticipate a prompt response from PeaPod and look forward to hearing from a manager regarding this issue. I can be reached at [redacted] and welcome a visit at [redacted] Main Street, Hingham MA. Thank you for addressing this matter promptly. Sincerely, Townley G. Budde

In my last two orders, I noticed that there were missing items. The missing items were essential like tomatoes, not something that was out of stock. What concerns me is that both times it was the same driver not checking the truck for my items. In one instance, I received chicken with bones instead of stew meat and no Mum flowers. I contacted Peapod, and though they promised a refund, it never came. The consistency of missing items with this driver troubles me. On top of that, he left someone's leek in my delivery. I value your products and service, but if I have to keep going to the store for basics like tomatoes and garlic, I might as well shop in person at SHAW'S, which is nearby. I rely on your service due to my busy schedule, so this situation is worrying. Thank you for your attention to this matter. Best, Joan G. 74 Swan Ave Worcester, MA. [redacted]

Dear Community, I recently contacted Peapod's customer service line and was disappointed to receive an automated response indicating a high call volume and eventually being disconnected. Despite not yet being a member, I have concerns related to their preparedness for the potential impact of the coronavirus outbreak. It is crucial for me, especially as a soon-to-be member in my late 60s, to ensure that Peapod is equipped to provide essential food deliveries during this uncertain time. I hope Peapod can expand their customer service capacity and delivery resources promptly. Sincerely, Gary G. Email: [redacted]

I am Paul Gewirtz from 19 William Street, Mount Vernon, NY. I am reaching out regarding the delivery I received last Saturday, March 14th, [redacted]. I have been trying to contact you by phone without success. I encountered several issues with my order. Two Honeycrisp apples were missing, replaced with Gala apples, which I do not like. The Driscoll's blueberries were substituted with another brand that was sour and soft, not to my liking. Additionally, the Wild-caught smoked Sockeye salmon I ordered was replaced with farm-raised salmon of different taste and quality. I am requesting a refund of $17.67 for these items: Apples ($3.99), Blueberries ($4.99), and Smoked salmon ($8.69). I appreciate your prompt attention to this matter. Thank you, Paul Gewirtz.

I've made two attempts to place an order with Giant in Roslyn, PA recently. Upon choosing my groceries and pickup time, the website prompted me to enter my email and password but indicated they were not recognized. I do have a pending pickup order for Thursday, March 26, which went smoothly using my usual Giant credentials. Is it necessary to set up an account with Peapod? - W. Risko

I noticed an unauthorized charge on my debit card from Peapod, even though I haven't ordered from them or Stop and Shop in over a month. The last purchase listed on my account was at the beginning of March. This unexpected charge has caused financial strain, especially considering a recent scam I fell victim to. The charge came directly from Peapod using the card they have on file. I need to address this promptly as it's impacting my access to funds.

When trying to place an order on Peapod for prepared frozen dinners, I encounter a recurring issue. Upon selecting the desired item, the webpage redirects back to the homepage with general information about Peapod, rather than proceeding with the order process. As a recent brain surgery patient with difficulty comprehending written text, navigating through the website becomes challenging and time-consuming. My email inbox is now overflowing with emails, making written communication impractical for me. I reside in an area near NYC under mandatory shutdown due to health reasons and urgently need food supplies due to my recent surgery. Please contact me at [redacted] to assist with placing an order over the phone, as using email is currently not feasible for me. Your prompt assistance will be greatly appreciated.

I visited your website and scheduled a delivery for groceries on Tuesday, April 14 from 6:30 AM to 1:00 PM. Later on, when I tried to update my order, the reservation was missing, and I had to reserve a time again. Last night, I reserved a slot for Wednesday, April 15 from 6:30 AM to 1:00 PM. Everything appeared to be fine this morning, but in the afternoon, the slot had disappeared once more. I have successfully received two orders from you in the last month without any issues. It seems like someone might be deleting my time slot. Could you please check if I still have one of these time slots? I am feeling quite frustrated. Thank you.

I placed an order on March 12, [redacted], which got canceled due to COVID-19 issues. I received instructions to refill my cart for a new order. I placed another order on March 13, [redacted], which was also canceled. Despite messages via text and email, due to the escalating COVID-19 situation, I didn't reorder; instead, I shopped in-store. On March 16, [redacted], $[redacted].21 was withdrawn from my bank account, prompting me to contact Peapod. The accounts receivable representative insisted I received the March 13 order, which I denied. I was referred to Customer Service, where a representative acknowledged my non-receipt of both canceled orders and promised to rectify the charge. I'm awaiting the credit of $[redacted].21, which has not appeared in my account yet.

I understand the frustration you are experiencing with the new system. Contacting someone by phone has been difficult, and it's disappointing. Today, there were significant issues with missing items from my order, totalling $[redacted].53. Although some items were expected to be out of stock, finding an additional 24 missing items upon delivery was concerning. I suspect these items may still be on the delivery truck. If not, the current system's lack of immediate support for missing items or overcharges is frustrating. Resolving the missing items issue and potential overcharges of $[redacted].00 is crucial. I now need to source these 40 missing items independently due to the wait time for another delivery slot. I would appreciate guidance on how to address the charges for missing items and arrange for the delivery of any items still on the truck. Thank you. - J. Fallon

I waited for two weeks to get a delivery slot in NYC and during this time, I witnessed the prices on the items in my confirmed order change twice. As a result, I had to edit my list multiple times and received updated confirmations with pricing each time. However, on the morning of the delivery, half of my items were unavailable. They were either replaced with inaccurate substitutions or were completely out of stock. These were not just one or two items but over $[redacted] worth of groceries that were in stock just 14 hours before. Unfortunately, I skipped purchasing some of these essentials from local stores assuming they were available on the website based on my order confirmations. I understand that these are challenging times, but as a paying customer, I expect better service. I am requesting a refund for the items that were missing or substituted incorrectly. To add to the frustration, the customer service phone number has been unresponsive all day, with a 45-second answering machine message asking to call back when they are less busy, followed by a hang-up. This situation is disappointing and I hope for a resolution.

Dear Customer Service, I would like to express my gratitude for your continued service during this challenging time. In early March, I placed an order, but unfortunately, more than half of the items were missing. I understand the impact of COVID-19 on deliveries and was initially upset but let it go. Recently, I have been trying for three weeks to place another order without success. As a small family facing financial difficulties due to job losses, we are running low on essentials. I have been diligently checking for available time slots until late at night, but to no avail. I kindly request your assistance in securing a delivery time slot as checking so frequently is becoming overwhelming. Thank you, A. Bruder

Hello, **I appreciate the hard work you do during these challenging times.** In early March, I placed an order and unfortunately, more than half of it never arrived. I understand the impact COVID-19 can have. **Although I was initially disappointed by the missing items, I let it go.** Recently, I have been trying for three weeks to secure another order slot, staying up late and checking frequently, only to find no available time slots. As a small struggling family dealing with job losses, our essential supplies are running low. **I would appreciate your guidance on securing a delivery time slot without having to check so frequently.** Thank you, Angela B.

I received a Peapod delivery today that was scheduled over two weeks ago. Unfortunately, the order was incomplete with many substitutions that were not suitable replacements for the items I had originally selected. They still have not refunded me for the missing items, and their customer service line is currently not taking calls. It is frustrating that I am not getting an immediate refund, especially during a challenging time like a pandemic. I had been waiting for this order for so long, and now I have to figure out how to get the items I didn't receive because they are still holding onto my money. This situation is truly disappointing and frustrating.

I am disappointed that my order was canceled, causing me to lose my secured date that was only 12 days away. Originally, I excitedly locked in the date by placing $61 worth of items in my cart, planning to add more later since the delivery was still two weeks out. Due to a sale reducing the total cost of my order to under $60, my order was canceled without the chance to add more items. Despite contacting customer service and enduring a long wait, I was informed that nothing could be done. I understand the current challenges for S&S, but it's also tough for loyal customers like me who are unable to shop in-person. Securing a spot is crucial, and losing it unexpectedly is disheartening. The items currently on sale will likely be back to regular price by the original delivery date in 12 days. I believe there should be a way to reinstate my spot or offer an alternative time slot. Thank you. - M.E.G. [redacted]

PeaPod in my area always seems to be fully booked with no delivery times available beyond April 23. Whenever new time slots are added, they immediately get filled up and marked as sold out. I have tried logging in early at 6 a.m. to secure a spot for the next day, but all times are already taken. Is there a special trick to scheduling a delivery date? Do some customers get lucky, have a strategy, or insider information to secure a spot? Could it be that there aren't enough delivery vans in certain areas? I reside in metro west MA. Any insight would be appreciated.

I need to address an issue with our recent delivery. Despite the invoice indicating that we received all the items, we are missing several products that were listed as “delivered”. Items not received but charged for are: - Stop and Shop Pure Cane Sugar - Victoria Peppers - Stevia Extract - Bananas - Chips Ahoy reduced-fat Chocolate Chip Cookies - Goya Rice & Red Beans - No Yolks Noodles - Nabisco Graham Crackers - Nabisco Saltines - 24-pack Poland Spring Water - Entenmann's Crumb Cake - Pepperidge Farm Raisin Bread - Chatham Croutons (Caesar and Garlic/Butter) - Stouffer's Fettuccine Alfredo Please adjust the bill or deliver the missing items. Thank you for your attention to this matter. Customer ID: fv69742 Order ID: i[redacted]05 -G. M. Email: [redacted] Phone: [redacted]

Good morning, I understand the current challenges you are facing and empathize with your frustration regarding the missing and incorrect items in your recent Peapod order. Despite multiple attempts to contact customer service, you have received no response, adding to your disappointment. The missing items, including asparagus, sausage, Tostitos scoops, and the Cole slaw kit, are causing inconvenience and financial concern as you are being charged for them. Conversely, you have received items you did not order, prompting you to seek guidance on how to proceed with them. Despite reaching out to your local Giant store for assistance, they were unable to provide a resolution. At this point, you are seeking either the missing items or a credit to purchase them elsewhere. Your request for a refund for the missing items within the order is completely reasonable given the circumstances.

Hello, I am Larry Adams, and I am reaching out regarding my order number D[redacted]19, delivered on Friday, April 10, [redacted]. In this order, I am disappointed with two meat products. Firstly, the bottom round roast, which I cooked to a medium-rare temperature of [redacted]°F yesterday, April 11, [redacted], contained excessive gristle making it tough and causing stomach issues. Secondly, the hamburger meat I retrieved from the refrigerator this morning was discolored, had red bleeding, and bore a different sell-by date under a new label. This occurred despite refrigerating the product immediately upon receipt in a Peapod plastic bag. I understand the challenges faced during these times and the increased demand on Peapod’s services. I kindly request a quick credit back to my credit card for these two items. Thank you.

The no-contact home delivery service is excellent. My concern is that the available dates are over two weeks out. Last Thursday, April 9, while trying to schedule a delivery, I noticed that all dates were sold out until Thursday, April 23, with Friday, April 24, appearing suddenly as sold out as well. The same situation occurred on Saturday, April 11, with dates being sold out until April 25, then immediately showing April 26 as sold out on Monday, April 13 at 6:30 AM. If there is no waiting list, how can a date be instantly sold out? I will try for a delivery on April 27 today, April 13, hopefully securing it soon as it will be my fifth order. We appreciate the service as we are 83 and 85 years old and prefer not to leave the house.