Grocer Direct

Mr [redacted] s complaint with Grocer Direct has been resolved After receiving this complaint from Mr [redacted] , we contacted him to go over the details of his purchase and to rectify his concerns with his order Mr [redacted] purchased Food, refrigeration and service policy from us in July He was happy with his initial order and decided to place a second order with us which he substantially cut back and didn't receive enough meats, vegetables or groceriesGrocer Direct will be sending him additional food at no additional cost to offset his pricing and we have also re-explaining his refrigeration purchase and the discounts he is receiving.Mr [redacted] indicated that this is satisfactory to him We will follow up with him to deliver the balance of his products

Complaint: [redacted] I am rejecting this response because: Contrary to Grocer Direct's claim that they never said they would take the freezer back, the salesperson (whose name I am withholding due to Revdex.com's request to not include personally identifying information) claimed he would do everything in his power to ensure we were not stuck with a freezer/payment once we discontinued serviceI have a text message from said salesperson that states "I will see if there's something we can do, but I can't promise that they will pick it up and rescind the contract"Upon speaking on the phone with the salesperson he stated that they will not be contacting the company because the contract states we purchased the freezerHe also claimed to have never said they would take the freezer back I am not disputing the fact that the contract was signed, I am urging Grocer Direct to understand the fact that the salesman mislead us to believe we would not be bound to it if we discontinued serviceHis verbal assurance to my wife and I led us to believe that Grocer Direct would pick up the freezer and rescind our contract Regards, [redacted]

Mrs***, we have noted that you are rejecting our response to your complaint There is nothing further that we can do As per your request, we furnished you proof and full disclosure of your purchase Once again you are under no obligation to order food from this company again however you are responsible for your non food purchasesSincerely, Claudia S Customer Support

As requested, a copy of the paperwork including the contracts that you approved and signed at the time of sale is attached additionally, the food that we service our clients with is among the highest quality all natural food available Our plant services some of the finest establishments in the country and only after you stopped ordering from us and wanting to return the freezer, are you now saying that the food isn't very good You never complained about the food before Sincerely, Claudia S Operations Dept./Customer Support

Mrs [redacted] , What exactly are you rejecting? We said back in May that we would be sending you additional food when you are ready for itWe always honor our promisesPerhaps you should be asking what we will be sending which is based on what Mr [redacted] and I spoke aboutKeep in mind that you substantially cut back your re- order from your original order and didn’t accept any groceries Our service typically provides families with a month supply of products for a certain price In this case, you went against the recommendation of Grocer Direct and placed an order that wasn’t sufficient and perhaps more expensiveGrocer Direct is a bulk buying service that guarantees enough food for a six month term however in this case, your order wasn’t enough due to your changesEven though your order was changed by you against our recommendations, we will still send you some additional products You can feel free to contact me to go over what we will be sendingSincerely, Claudia SCustomer Support [redacted]

Complaint: [redacted] I am rejecting this response because: I know there is no way I can prove what the salesman promised meI guess he just took advantageHe told me while my husband was deployed it would be perfect and I could cancel when he came backHe kept assuring me I could cancel but left out the part of owing the rest of the money for the freezer I'm very disappointed that this company operates like this Can I get a copy of the freezer receipt or is this impossible? I really want proof it's that expensive Also it says I pay $82/month for the freezer and I have been paying since May Shouldn't I already be almost done? And this says I owed $but I have been billed for over $and still saying I owe over $1,after over yearsThis doesn't make sense to me Regards, [redacted] ***

Thank you for bringing to our attention Ms***’s concerns For starters, Grocer Direct services its clients with a six month supply of foods at a time There is no obligation to order beyond the initial order Ms [redacted] place three orders with us At the time of her original order, we completed an order form listing the products in the order At this time we [redacted] applied to open an account with us by filling out a credit applicationWe prepared several documents for her review and sign fully detailing the costs and the terms and conditions of her transaction This consisted of a customer receipt detailing her purchase of the food and a freezer, a sales agreement for the freezer, a sales agreement for the food and a form explaining that if she were to stop buying food from Grocer Direct, she would still be responsible for the continued payments of the freezer until paid off At no time did we say that we would take back the freezer This statement would contradict what the contracts state Ms [redacted] has been well aware from the very beginning of the pricing and the billing Ms [redacted] receives a bill from us each month showing her payment and balance Additionally, if there were missing items, we would send them to her We continue to service our clients with groceries so I don’t know why someone from our organization would say that we no longer carry them Once again, the proof of the freezer cost is in the contract she signed at the time of purchase If she would like us to send her copies of the agreements, we’ll be happy to do it In addition, Ms [redacted] never ordered or received Organic meats from us She received Organic vegetables on all three deliveries she received from usThe meats were always All Natural If there is anything further that I can clearify, please do not hesitate to contact me Sincerely, Claudia S Operations / Customer Support

Complaint: [redacted] I am rejecting this response because: I was told in the beginning I could cancel at any time (in month increments) and they would take back the freezerThe guy kept insisting this was the caseI didn't say anything in the binning because the food was good but now it is terribleThey changed companies and the food is cheap and not goodBut now I have to keep ordering or get stuck paying over $and not getting any more foodI did call about not receiving the groceries and I was told they don't do that anymore but I had ordered it and I'm assuming that was placed on my bill I want a copy of my original agreement AND the receipt for the freezerI want to see that my freezer really cost that much moneyI would have bought one on my own if that was the caseits common sense that I was fooled into this as no one would sign up for a food delivery for years unless they were promised it was not that kind of commitment Regards, [redacted] ***

All three orders that Ms*** placed with Grocer Direct over an month period were in six month increment. There is no obligation to continue to order food from us beyond the six month order of foodThe freezer is a purchase that can not be cancelled and includes a service plan that covers her in the advent the freezer breaks down or she loses power and suffers a food loss. Grocer direct would replace the food that was lost and repair or replace the freezer.
The paperwork that Ms*** signed and left copies of. The agreement states that we do not have a rental or lease program and that if you discontinue food purchases, you would continue to be responsible for your non food purchasesWe can send a copy of the agreements to Ms***. These agreements fully disclose the terms and conditions of the sale and pricing. Grocer Direct provided discounts off of the food order to offset the price of the freezerAlthough Ms*** is not obligated to order more food from us she is obligated to pay for her equipment. Unfortunately, Grocer Direct can not take the freezer back
If I can be of any further service, please do not hesitate to contact me
Sincerely,
Claudia S
Customer Support

Dear Mr***,
You scheduled an appointment with us to come to your home and explain how our service works. Bob,
the customer support person who came to speak with you informed you that we are a bulk buying service that provides high quality natural foods and groceries to families that are interested in higher quality than what’s available at most markets along with vacuum sealed packaging and free home delivery.We informed you that if you shop with us, because we deliver six months at a time, you will need to purchase a freezer either through us or from the local appliance storeWe quoted you a price that you agreed to along with going over the terms and conditions of your purchase and at which time you decided to move forwardYou and Bob completed and signed the following forms and contracts which detailed the terms and conditions of your purchase which you were left copies of after Bob went over them with you in detail which both you and your wife signed
Application for credit
Customer receipt
Overview of the transaction form(This explains that the freezer is a purchase and not a lease or rental program. Should you decide to discontinue food purchases you are still responsible for your freezer purchase.)
Sales Invoice(which was used to write up your freezer purchase)
Food purchase contractYour menu order form
We would never contradict ourselves or lie to a customer and tell them that we would take a freezer back when the contracts and paperwork say that we don’tAdditionally, after we prepared your order and were ready to deliver it to you, you cancelled the order and would only take delivery of it if we substantially dropped the price of it which we did
Even though we lost money on the order we honored our guarantees and provided you with additional products and adjustments
Any time you called, we spoke to immediately or promptly got back to you and even though our representative left behind his contact information, you rarely contacted him for helpInterestingly, your claim of us falsifying documents is ridiculous and has no merit at the same time of making this claim you’re now attempting to place another order with us
As we explained to you when we delivered your initial reduced priced order, all future orders will be at the higher price that was originally quoted to you which you agreed to and then cancelled the order again, I guess hoping that once we were stuck with the order again so that you would receive better pricingThis is not a sales tactic on our part but a tactic of yoursWe are unable to provide you with the same distressed pricing you received from us as we explained and would not trust processing another order unless we received a larger down payment to protect us from getting stuck with another order from youSincerely,
*** ***
Operations Manager / Customer Support

Ok so if I had my own freezer then what would have happened? I would have bought my own or more likely not have used your service if the salesman was not so adamant about me being about to cancelAnyway I would like to know how many more month periods I am stuck ordering your food if I get the same order as last timeI volunteer at the food bank and I will use your food to help the needy because there is no way I am just giving you 1,I rather help out the less fortunate then have you just get all this free money you scammed me intoI want to know exactly how much longer I am stuck ordering
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Basically, here is what Grocer Direct promised but failed to do, and they've had almost months and may phone calls from me to do so:"Grocer Direct will be sending him additional food at no additional cost to offset his pricing and we have also re-explaining his refrigeration purchase and the discounts he is receiving."If you read the other posts from other people, it is clear that Grocer Direct is in-fact misleading their customers to purchase additional products, and refusing to take them back once the customers find out the actual price of the product (refrigerators, cutlery sets, etc)
Basically, here is what Grocer Direct promised but failed to do, and they've had almost months and may phone calls from me to do so:
"Grocer Direct will be sending him additional food at no additional cost to offset his pricing and we have also re-explaining his refrigeration purchase and the discounts he is receiving."
If you read the other posts from other people, it is clear that Grocer Direct is in-fact misleading their customers to purchase additional products, and refusing to take them back once the customers find out the actual price of the product (refrigerators, cutlery sets, etc)Basically, here is what Grocer Direct promised but failed to do, and they've had almost months and may phone calls from me to do so:
"Grocer Direct will be sending him additional food at no additional cost to offset his pricing and we have also re-explaining his refrigeration purchase and the discounts he is receiving."
If you read the other posts from other people, it is clear that Grocer Direct is in-fact misleading their customers to purchase additional products, and refusing to take them back once the customers find out the actual price of the product (refrigerators, cutlery sets, etc)

Grocer Direct LLC is a bulk buying shop from home food service that offers home delivery of high quality meats, vegetables and name brand groceries, including beef, chicken, pork, veal, lamb seafood along with a variety of vegetables.Typically, these orders are designed to last months
with service throughout the six months and beyondIncluded in the price that we give, Grocer Direct guarantees that there will be enough food to sustain a family over the six month period.In addition to the food, Mr*** purchased a commercial freezer as well.Mr*** description is pretty accurate as to what took place when the representative was there. He was also given a complete product list with the weights of each item.Grocer Direct sells food packages for a certain amount of money, guaranteed to last. We do not sell products on a per unit basis. If Mr*** was uncomfortable with the method that Grocer Direct uses to sell its foods or the price of our commercial freezer, then he could have refused to purchase them at the time the representative was there or have even have cancelled the order without recourse prior to delivery.Mr*** makes his living as an auditor beating up companies for the best price possible. This tactic should have taken place prior to his purchase, not afterwards.What Mr*** fails to realize is this is not the same food that you could get at the local market. Each item is individually vacuum sealed for freshness, has more than double the shelf life, is delivered and packed away for him, a representative that comes to his home to service him and is affordable, costing him well within his spending budgetIn addition, we would not use any pricing criteria other than our own to price an order upCertainly not Mr***.Grocer Direct offers the best foods and service available and will insure that their order will provide for Mr*** and his family, plenty of food.Also, we had the representative contact Mr*** to go over the order and speak to him and it was our understanding that the matter has been resolved until we received this complaint. As we explained to Mr***, we cannot take back any food or the freezer to be resold to anyone else. At the end of this order, Mr*** is under no obligation to continue purchasing food from usHe is, however responsible to pay for the freezer he purchased.If there is anything further that I can help with, please don't hesitate to contact me.Sincerely,*** ***Director of Operations / Customer Support

*** ***,
Grocer Direct is a bulk buying shop from home food service that provides months of foods at a time to it's customers for a weekly price. We guarantee enough food for a family over the month period for that price. This is what you agreed to at the
time of your purchase. The food that was delivered to you was the entire order. Your order was not split into deliveries. according to you, there was plenty of food for you and your family.
You only paid for half your order and owe a balance. The payment that you sent with your letter is not acceptable and therefor after attempting to resolve the matter with you and you hanging up on us, your account was referred to our attorney.
The entire transaction was documented to you in writing and now you are attempting to change the terms and defraud Grocer Direct out of the balance owed themYou lied about Consumer Affairs advising you to send your letter with your payment. There is nothing on record with them to substantiate your claim that they advised youAt this point, you must remit to the attorney handling this, the balance of the money you owe to avoid further legal action and expense
Sincerely,
*** ***
Operations Manager

Mr [redacted],
Grocer Direct or the salesperson never promised you to take back the freezer if you discontinued service with the company.  As a matter of fact, we told you specifically when you asked us about taking the freezer back, that we would not take it back which led you to initially decide not to move forward to purchase the freezer.
The order was prepared for you without the freezer and just before you left your house, you changed your mind and told the representative that you wanted the freezer.
We were up front with you and fully disclosed the terms and conditions of the sale both verbally and supported in writing through the contracts that you and your wife signed and were left copies of.
You had ample time to review the paperwork left behind and if you decided not to move forward with your order, we would have cancelled it without recourse to you and refunded you back your deposit.
Grocer Direct would not say one thing and have it contradicted in writing through the contracts.
From time to time, we have a perspective client willing to purchase a used freezer which at that time we can introduce to you. The transaction would be between you and the interested party without any involvement from Grocer Direct. 
Unfortunately we are not able to take back the freezer.
Sincerely,
[redacted]
Operations / Customer Support

Mrs. [redacted],
Grocer Direct provided you with a discount off of the food to offset the cost of the freezer.  In addition, you are covered for food loss if your freezer fails sue to a power outage or mechanical breakdown. the cost is not just the freezer alone.  While shopping with Grocer Direct, your monthly cost for the service is the same for the food and freezer as it would be for the food alone due to the discount we are providing you.
As long as you are shopping with us, we will continue reimbursing you for the cost of the freezer.
Sincerely,
Claudia S
Customer Support

On July 24,2014 Mr. [redacted] place his second food order with us along with a cutlery Setwhich includes service on his freezer.Our representative explained the details of the transaction that was also detailed inthe contracts that he approved and...

signed.The contracts explain the total cost of his food and term as well as the cost ofhis cutlery and term, the monthly payment of his food and the monthly paymentfor his cutlery and service.  Mr. [redacted] claims that he hadn’t received an invoice for the cutlery for 6months and then received it.  On ay 5th 2015 we spoke to Mr. [redacted] and made sure that he would be receiving hisinvoice each month as well as reviewing with him the details of  his food and cutlery purchase.We reminded him that he would be receiving two invoices, one for the food and one for thecutlery.Mr. [redacted] wants us to terminate his contract for the cutlery and take it backeven though he has been using it for the past 6 months which we unfortunately cannotdo.We will continue to honor the food discount andguarantees on our food and equipment.Mr. [redacted] is under no obligation to continue to purchase future food from us ifhe wishes not to however the cutlery would have to be paid for.For as long as Mr. [redacted] is shopping with us, the discount from the food will continueto subsidize him for the cost of the cutlery and service.Sincerely, Claudia SOperations Director

As requested, a copy of the paperwork including the contracts that you approved and signed at the time of sale is attached.
additionally, the food that we service our clients with is among the highest quality all natural food available.  Our plant services some of the finest establishments in the country and only after you stopped ordering from us and wanting to return the freezer, are you now saying that the food isn't very good.  You never complained about the food before. 
Sincerely,
Claudia S
Operations Dept./Customer Support

Mrs. [redacted],
 
I'm confused with your complain because everything...

that you requested was sent to you with the exception of a few packages of pork chops we issued you a credit for. Often, there are items back ordered or with new orders such as yours, we send additional product at no charge to accommodate a client.
 
Below are the adjustments that were sent to you which we were under the impression satisfied your requests for additional product.
 
 
1/ the groceries list was complete: sent 3 shipments between 5.16-5.19.2016:
- 1 MORTON Salt
- 2 KETCHUP
- 4 Tomato Sauce
- 10 ct IVORY soap
- 3 SOS
- 2 GULDENs Mustard
- 1 STOVE Stuffing _Chicken
- 1 Grape Jelly
- 6ct KEAFT Mac & Cheese
- 2 48Oz MOTTS applesauce
- 4 Tomato Paste.
All these were items that she circle on grocery list.
 
All were in addition of what was deliver originally:
- DOMINO sugar
- Whole Wheat Pasta, Ziti and angel hair
- GAIN laundry Detergent
- Brown Rice
- Napkins
- SCOTT toilet tissue
- BOUNTY paper towels
 
On the frozen items we sent you twice Filet Mignon, first time 3 packages and second time 5 packages totaling 8 packages, 16 filet mignon steaks at no additional charge.
 
As you can see from the additional deliveries you received from us, we do honor our guarantees.
 
I don't understand what your complaint is about other than you have remorse and no longer want the service.  Keep in mind that you are under no obligation to re-order from us in the future if you don't feel the service is right for you.  However, we can not pick up food once delivered and re-sell it to someone else nor can we take back your freezer.
 
Should you decide not to re-order from us in the future, you will still be responsible to pay for your freezer.
 
If you have any questions or need any further assistance, please don't hesitate to contact me.
 
[redacted]
Operations / Customer Support

Thank you for...

bringing to our attention Ms. [redacted]’s concerns.
For starters, Grocer Direct services its clients with a six month supply of foods at a time.  There is no obligation to order beyond the initial order.  Ms. [redacted] place three orders with us.  At the time of her original order, we completed an order form listing the products in the order.  At this time we [redacted] applied to open an account with us by filling out a credit application.
We prepared several documents for her review and sign fully detailing the costs and the terms and conditions of her transaction.  This consisted of a customer receipt detailing her purchase of the food and a freezer, a sales agreement for the freezer, a sales agreement for the food and a form explaining that if she were to stop buying food from Grocer Direct, she would still be responsible for the continued payments of the freezer until paid off. 
At no time did we say that we would take back the freezer.  This statement would contradict what the contracts state.  Ms. [redacted] has been well aware from the very beginning of the pricing and the billing.  Ms. [redacted] receives a bill from us each month showing her payment and balance.
Additionally, if there were missing items, we would send them to her.  We continue to service our clients with groceries so I don’t know why someone from our organization would say that we no longer carry them.
Once again, the proof of the freezer cost is in the contract she signed at the time of purchase.  If she would like us to send her copies of the agreements, we’ll be happy to do it.
In addition, Ms. [redacted] never ordered or received Organic meats from us.  She received Organic vegetables on all three deliveries she received from us. The meats were always All Natural.
If there is anything further that I can clearify, please do not hesitate to contact me.
Sincerely,
Claudia S
Operations / Customer Support