Alpha Performance, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Please place the credit on my father's card since I have to reimburse him for the payment you have already charged him. I would appreciate confirmation once this has been done. 
Sincerely,
[redacted]

Upon review of Ms. [redacted] account, we show a refund of $249.21 was processed to her checking account on 3/23/16 for the 3/19/16 order that was not delivered and billed in error.  We would be happy to apply the credit to her father's credit card, however we would first need to reclaim the...

funds from her checking account that we have already refunded.  Therefore, a charge of $249.21 would be applied to her checking account.  Once it clears, we would proceed with refunding $249.21 to her father's credit card.  The credit card on the account was billed for the order when the original charge to the checking account came back declined, which is our standard process in that situation.  There is also a $30 non sufficient funds charge that is applied when this occurs. As it was our oversight in billing this order, we are also happy to refund her the $30 NSF charge that was applied to her father's credit card. We are truly sorry for the inconvenience this has caused, as well as the time Ms. [redacted] has spent in resolving this matter.  Ms. [redacted] is a valued Customer and we appreciate the opportunity to make things right for her.  If she can kindly respond and confirm that she would like us to proceed with re-applying the $249.21 as outlined above, we will promptly proceed with making the adjustment. We look forward to her response.

After further review, we have adjusted the amount shown as owed on Mr. [redacted] account and apologize for any misunderstanding.  Order ID [redacted]On November 9, 2016 and November 10, 2016, Peapod sent the following email:Dear Mr. [redacted]  On 9/22/16 you received a grocery delivery from Peapod.We billed that order to the Peapod gift card you entered on the Peapod web site. Unfortunately, we have received notice from our bank that the cardholder whose credit card was originally used to purchase the gift card you bought online has disputed that charge to her card company as fraudulent. If you purchased this card from an online gift card re-seller, such as Raise.com, then you should call them to get your money back. And then you'll need to call us at ([redacted] to provide a credit/debit card number we can bill for the $100 now owed from your order.  At this time, we will require the above to be satisfied.  As noted in our Terms of Service which was agreed to on September 20, 2016 when the account was established, THIRD PARTY INFORMATION PROVIDERS AND MERCHANTSBy using the Peapod Service, you may be permitted to order and receive products, information and services from businesses which are not owned or operated by Peapod. The purchase, payment, warranty, guarantee, delivery, maintenance and all other matters concerning the products, information or services ordered or received from such businesses are solely between you and such businesses. Peapod does not endorse, warrant or assume any responsibility or liability for such products, information or services including, but not limited to, the accuracy, completeness or usefulness of such information and the quality and availability of such products or services. Any separate charges or obligations you incur in your dealings with these third parties are your responsibility and are not part of the fee charged for the Peapod Service.By using the Peapod Service, you may be permitted to order and receive products, information and services from businesses which are not owned or operated by Peapod. The purchase, payment, warranty, guarantee, delivery, maintenance and all other matters concerning the products, information or services ordered or received from such businesses are solely between you and such businesses. Peapod does not endorse, warrant or assume any responsibility or liability for such products, information or services including, but not limited to, the accuracy, completeness or usefulness of such information and the quality and availability of such products or services. Any separate charges or obligations you incur in your dealings with these third parties are your responsibility and are not part of the fee charged for the Peapod Service.

We appreciate the opportunity to respond to Ms. [redacted] concerns.  Weighed meat items are sold as an approximate weight, as displayed on our website.  Our Customers are charged only for the actual weight sent after the product selection process is completed.  For example, on Ms....

[redacted] recent order from 1/25/18, she ordered a 2ct Beef Short Ribs Boneless approximately 1.15 lbs.  The item selected during the shopping process was 1.11 lbs, which is the weight used when calculating the charge for that item.  Our shoppers try to select items as close to the weight requested and follow a 10% variance as a general guideline.  We apologize for any concern this may have caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have reviewed Ms. [redacted] complaint and appreciate the opportunity to provide resolution to her concerns.  We apologize for her delivery experience on January 7th and have refunded the $50.00 cancellation fee back to her method of payment.  We would like to assure Ms. [redacted] she is...

a valued Customer and regret any inconvenience this matter has caused her.

Complaint[redacted]
I am rejecting this response because I had to take a half day off of work and never received a single heads up from the company that there I as a delay had I not continued to call over and over. Then we tried to cancel and were told we would be charged a fee to do so. This is after the first delivery disaster. This company should not be allowed to say they provide a service they do not provide. 
Sincerely,
[redacted]

In fully reviewing Ms. [redacted] account, we have confirmed Peapod did receive a copy of her FTC Report Number: [redacted] regarding identity theft filed through identitytheft.gov, however it was not signed and/or dated.  No other supporting documentation was provided such as a police report....

 This was in response to our request in to a previous Revdex.com claim in December, 2015 (Claim #[redacted]).  In good faith, the disputed amount was reversed and released with the agency as promised based on the report we received.However, the account remaining at the agency was established by Ms[redacted] on January 29, 2014 with 17 orders received through July 6, 2014.  15 orders were paid without issue on this specific account.  The last two (received 6/30/2014 and 7/6/2014) are the ones which remain uncollected and with the agency.  Again, these are separate from the amounts reported as a result of identity theft on a different account.Account activity include the following with matching data on all accounts:1/29/14 - Original account created with Peapod; 17 orders processed and received.  Last two (as noted above) unpaid; sent to collection agency.5/19/14 - Account in question (claimed identity theft); released from collection agency as noted above).6/6/14 - New account activity.  No order processed.  New customer $20 promotional code entered.12/10/15 - New account activity.  No order processed.  New customer $20 promotional code entered.  Revdex.com Complaint ID #[redacted] received.5/3/17 - New account activity.  No order processed.  Revdex.com Complaint ID #[redacted] received.

We apologize for the delayed delivery of Ms[redacted] order on October 20th.  Regrettably, the delivery truck broke down unexpectedly during the driver's route.  A back-up driver was dispatched to relieve the driver and assist with delivering the remaining orders on the route. However, due...

to a major traffic accident on the Beltway, the relief driver was stuck at a stand still back-up for several miles.  Ms. [redacted] was notified of the delay when she spoke to a member of our management team at approximately 10:30am that morning.  Unfortunately, due to the traffic accident, the estimated time of arrival provided at that time turned out to be incorrect.  Our records show the delivery was made at approximately 2:20pm.   While the delay was beyond our control, we understand this was a significant inconvenience and appreciate Ms[redacted] willingness to wait for the order.  As Ms. [redacted] noted, a credit in the amount of $40.00 has been applied towards the order. We have issued an additional $20.00 credit off the order and will be emailing an electronic coupon valid for $20.00 off a future order.  We apologize again for the inconvenience and appreciate the opportunity to respond to Ms[redacted] concerns.

Complaint: [redacted]
I am rejecting this response because:In response to the response from a Peapod employee to my complaint about Peapod service, I first want to state that it was completely unnecessary to mention my name in her response at least 4 times! The peapod rep is well aware that her writing is public record. Further, it is necessary to add that Peapod business practices are unconscionable and reflect their greed. They should look to their competitors, such as [redacted] and make an attempt to emulate them. At Peapod, when a customer places an order and books a delivery time, they rarely deliver your groceries within that time slot, causing you to have to wait for a delivery when you need to leave for work, or to pay someone to wait for your groceries to arrive. The orders are never correct and there are always missing items (supposedly out of stock), although their ordering system does not reflect this. So you order groceries expecting to receive what you ordered and end up having to go out shopping for all the items they fail to deliver. As for coupons, they claim to accept manufacturers coupons but customers like me always have to contact them repeatedly and they often lie, as they did here, and state coupons are not valid. The coupon mentioned by their representative is valid, with an expiration date of 4/30/18, and it only requires a purchase of 7 (when you buy 7 one is free). There is nowhere on that coupon that states an 8th item must be purchased. I confirmed this because I had another one of these coupons and used it at [redacted]. I purchased 7 and one of them was free. This lie is just another tactic for Peapod to steal money from their customers. They cash in the coupons and don’t credit the customers.Their representatives also wrote that I was given a $5 coupon “in good faith” to use at my next purchase. That would mean that I would have to use Peapod again, which I would NEVER do. They have taken much money from me and wasted my work time due to their horrid service ( another great loss of income for me). The $75 is peanuts in comparison to the amount of money Peapod has scammed from me. I once again insist that they credit the $75 back to my original form of payment immediately. As for their $5 good faith coupon for my nonexistent next order, they can certainly cancel that out right away. They can also close out my account and take me off all of their email marketing lists. A majority of customers who try their service in NYC have these same negative experiences. This company deserves an F rating at the Revdex.com.
Sincerely,
[redacted]

We apologize for what was experienced while contacting our call center and are reviewing the recordings to better address the concerns noted about the level of service.  We sincerely appreciate the feedback on our staff and will make the necessary corrections to insure our level of...

service is at expectation.  We regret any inconvenience this may have caused.  In reviewing the account, we have confirmed an authorization amount of $84.26 processed on December 13, 2017.  This amount is not a charge but a hold on the account to insure funds are available upon delivery of goods ordered.  The final charge for this order was $85.03 as noted.  The pre-authorized amount (hold) against the debit card on file was sent to the cardholders bank for release.  Peapod does not hold control over the bank in its final release of any hold.  We again apologize for any inconvenience. Pre-authorization of a debit or credit card on file is standard practice when submitting a Peapod order.  This same process applied on each order submitted since the account was established on October 10, 2017.  To date, six (6) orders have been processed with the same procedure. As a reminder, our Terms & Conditions of Use (under “Pricing and Payment”) agreed to upon establishing the account, states “When you place an order, Peapod reserves the right to request credit card authorization for up to 110% of the order total to accommodate updates to your order and the cost of variable weight items. You will only be charged the actual cost that is determined after preparing and weighing variable weighted items in your order. During the authorization process, your card is validated and must have enough available funds for the transaction to be approved. Upon approval, the order will be accepted for shopping and delivery or pick-up.” Additionally, our Help Section notes: CREDIT CARD AUTHORIZATION Upon order submission, Peapod reserves the right to request credit card authorization for up to 110% of the order total to accommodate updates to your order and the cost of variable weight items and does not include any applicable bottle deposits or bottle taxes. You will only be charged the actual cost that is determined after preparing and weighing your order. During the authorization process, your card is validated and must have enough available funds for the transaction to be approved. Upon approval, the order will be accepted for shopping and delivery. We hope this helps to clarify any questions or concerns regarding our process of pre-authorization.  We again thank you for bringing the experience you shared with our call center representative and supervisor to our attention.  Be assured each call is being reviewed accordingly.

Complaint: [redacted]
I am rejecting this response because:there was another $7.95 on my copy of the invoice not enclosed in parentheses under the $2.16. I know what I saw. Stop.trying to say that I do not know what I am talking about.  It is not about the money but the fact you people do not want the customer to know or realize that you are overcharging them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I contacted my bank after not receiving my funds back for almost a week.  My bank confirmed over email that the transaction was never settled by peapod and that was the reason that funds were not released.  My bank went in and reversed the pending charge for me.  So unfortunately what you have explained is incorrect according to my bank, I’m more than happy to provide you with a copy of that email.  As a loyal customer of peapod I have to say that I will no longer be making purchases with you.  The way this issue has been handled and brushed off without actually looking into it and is very disheartening for a company that I trusted my credit card info with.  I urge you to review the customer service calls made about this issue so that you can make sure this never happens to another customer, I understand things happen but there is no reason to treat me with such disrespect as the two agents I dealt with have.  Just to put it in perspective, I called your customer care last night after I read he email from my bank and spoke with a customer service agent that was kind, considerate, and very helpful even though she was unable to resolve the issue.  This is what I had become accomstomed to with peapod but the experience with the two agents I complained about has soured my entire experience with peapod.
Sincerely,
Abiye [redacted]

Complaint: [redacted]
I am rejecting this response because: I was charged $40 not $20. If the website doesn't accept orders under $60 then my order of $26 should not have been accepted.  I don't understand why this had to get this far. Just give me my $40. Please.
Sincerely,
[redacted]