Peapod, LLC

We appreciate the request to resume business with Peapod however are unable to establish a new and active accountIn good faith, Peapod requested the matter be removed from the collection agency to enable *** [redacted] to legally pursue the identity theft she referenced At that time we were not provided with any proof of the claim (police report or other) but hoped to provide her with some relief while she pursued the proper channels Regrettably, we have since identified key components of data which lead us to believe she was the recipient of orders received in 2014, valued at over $which was removed from reporting as requested Call records match directly to the previous account(s) sent to the collection agency This further links to data received confirming her status with us Peapod to date has not recouped the funds for these past orders.We will be happy to resume business with [redacted] upon receipt of proof of the identity theft claim being legally reported Until that time, we will reserve the right to suspend serviceWe regret any inconvenience this may cause

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 meI would appreciate it if we could be notified as to what the last digits of the credit card on file are - as they notified us that the account has been closed, I'm not certain which card was on file Sincerely, [redacted]

I placed an order online on 1/8/and selected an attended and open delivery window from 4:till PM the following day on the 9thI received a text and email that afternoon stating that they would be about hours behind scheduleAt 12:Am on the 10th, Someone from the company called me and asked if It was okay if they came at such a late hourI said no problemminutes later the same person calls and says that his supervisor pulled the drivers off the road because of the late hourHe said that "The trailer arrived late." I told him that I was outraged and he needs to deliver my orderHe said customer service would call me back to rescheduleHe said he could not make it back tomorrow and It would be a few daysI told him that was not satisfactory and I hung up on himI cancelled the order the next day and went to a competitorNice Job Peapod! Great customer service! NOT! Their prices are not all that competitive and are just averageI would suggest shopping at a good grocery retailer in the traditional manner unless you are infirm or very elderly

Dear Ms [redacted] Thank you for bringing this matter to our attention, and our sincere apology for any inconvenience we may have caused Based on your feedback as our valued customer, we have followed up with [redacted] (our affiliate) regarding the terms and conditions of our promotional offer listed on [redacted] 's website We have since updated the disclaimer for this offer and attempted to contact you to resolve this matter Please be advised we will gladly honor the [redacted] offer and have placed your gift cards back into your shopping cartPlease login to your account and select a delivery date and time to enjoy the offer If you need any assistance placing your order, please contact our Customer Care department at [redacted] ***

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 meI contacted Peapod via my home phone as I have done in the past, I followed the prompt to leave my phone number and the recorded message acknowledged it Wait times to speak to customer service is always over 20+ minutes Sincerely, [redacted] ***

We apologize for the out of stock status of the meal kits and regret any inconvenience this may have caused We also apologize for no response to the callback request, however we are unable to verify any incoming or outgoing calls from the phone number on file other than January 29, If an alternate number was used to contact our call center, we would not be able to trace it without verifying the information Our inventory and replenishment teams were notified of this matter They confirmed an internal supplier issue caused an unexpected out of stock status of the meal kits At times, if key components of the kits are not available or damaged, we may elect to out of stock items prior to delivery Though our intent is to provide all items originally ordered in delivery, there are times when products may be listed out of stock unexpectedlyWe recognize the meal kits were on sale at the time the original order was placed We are happy to provide the sale pricing for Ms [redacted] next order The following two items have been placed back in to her cart at the sale pricing: Peapod Meal Kit Pork Chops w/Hny Mustard Sauce Brussels Sprouts & Root Veg Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille She may increase or decrease the quantity as neededWe are also happy to apply a $credit directly to her credit card on file in appreciation of her time in reporting this matter Additionally, we are sending a $coupon via email to her attention which she may choose to use on her next delivery This unique code will be sent via email within the next hoursWe appreciate and value Ms [redacted] business and hope to be of service to her again soonPeapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille

Initial Business Response / [redacted] (1000, 5, 2014/11/21) */ Spoke with [redacted] personally during a phone conversation today, Friday, November 21, to address her concerns directly Agreed Peapod will continue to make necessary changes to improve service levels and asked [redacted] to allow us to follow up with her in days for an assessment of our effortsAlso sending [redacted] a $Peapod gift card via U.SPostal Service which she may use towards a future Peapod delivery

The worst company ever never have I ordered from some place and hours after they missed the delivery time do they call youThen you give the benefit of the doubt for the weather and rescheduled delivery and your late again with no call I have to call in to find out your running behind unacceptable

We apologize for any difficulties which may have been encountered during the shopping session and appreciate the updateIn reviewing the account, we have confirmed the following:
Order ID *** was submitted on December 28, for delivery on December 29, A gift
card in the amount of $was applied to the pending order on that same date and time.The total grocery sale was $(not including any taxes and/or fees)
The final billed amount was $with the original $applied from the gift cardGrocery Sale
$State Sales Tax
$Delivery Fee
$Delivery Discount
($4.00)
Online Driver Tip
$E-coupons
($12.29)
Coupon Sales Tax Adjustments
($0.11)
Electronic Gift Card
($100.00)
$Payment By Card
($100.08)
Total:
$We appreciate the request for a refund of $however do show it was applied successfully to the final order balance As a result, we are unable to offer the refund as requested since it was applied towards the final balance due
We apologize for any inconvenience this may have caused

Initial Business Response /* (1000, 6, 2014/09/24) */
Peapod appreciates *** ***' feedback and concerns regarding her recent Peapod delivery
on 8-29-Our records show that *** *** contact Peapod Customer Care on 8-30-14, the day
after receiving her deliveryIf *** ***
had contacted us the same day as her delivery we would
have worked with our local facility in her area to have the driver return on his/her route to pithe products that were reported as unsatisfactory
When *** *** contacted us we offered to redeliver replacement items to her at no extra chargeThe original charge for the items reported to us would be removed upon return of the items and the replacement items would be billed separately upon redeliveryThere is no delivery charge assessed when Peapod is making a redelivery to correct an oversight made on our partWe did not require any additional purchase to be made in order to receive redelivered productsSatisfaction is guaranteed and we feel that reasonable offers of resolution were made to *** *** in an attempt to make the situation right for her
Our records do confirm receipt of correspondence from *** *** via email on 8/31/and 9/8/On 9/8/14, a member of the Customer Care management team attempted to reach *** *** by phoneWhen unsuccessful, a follow up email was sent as well
Manufacturer coupons in the amount of $were refunded back to the payment method on file for
*** ***' X-deliveryOur Billing department made note of two coupons that were sent in, however the qualifying purchases were not made, therefore the coupons could not be appliedThese two coupons were for Kraft Mac N Cheese 5pk dinner cupsThese coupons are not valid for the individual cups as were purchased in *** ***' order
Per *** ***' request, we have issued an electronic rain-check for the out-of-stock items that were on sale, as well as items reported as unsatisfactory that were on sale
In good faith, we have issued a credit of $to the payment method on file for *** ***' account
This credit is for the following items reported to Peapod on X-as unsatisfactory:
- Honest Tea Not Too Sweet Tea Organic
- Chef Boyardee Ravioli Beef in Tomato & Meat Sauce
- Kraft Velveeta Shells & Cheese 2% Milk Cheese (QNTY 3)
- Lean Cuisine Simple Favorites Chicken Enchilada Suiza
- Horizon Organic Milk Low Fat 1% - pk Unrefrigerated
In the future, we will require *** to return all products that she is not satisfied with on a future delivery, or accept a redelivery of new product so that we can retrieve the items at that timeFor quality assurance, we will not issue future credit without first retrieving the reported productPlease note that this was also
communicated in our response to Revdex.com Case # XXXXXXXX from November
Sincerely,
*** ***
Senior Manager
Peapod Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wrote a written response, but would also like to include pictures of the expired/damaged items
I want you to see these thingsI WANT YOU TO PICK THEM UP!!!no one should be sent a whole bag full of expired/damaged items!!!
HERE THEY AREALL PHOTOGRAPHED (and STILL waiting for pick up)
http:/***/***/library/
My delivery was late at nightthere was NO WAY TO CONTACT PEAPOD THAT DAYI HAD to call the next dayRidiculous thing to mentioncheck the notes and times before you say something like that
I was told by peapod customer service person "***, the very day I called, and after he put me on hold several times to speak with his mangerthat peapod would NOT pick up the expired/damaged items without a re-deliveryAnd nearly every time in the past, that I have accepted a re-delivery during the pick up of poor quality items, I have been charged TWICE for the items and have had to call several times each instance to straighten it outTHAT IS THE MAIN POINT OF THIS COMPLAINTand the point that was overlooked and then documented INCORRECTLY in your responseNO ONE EVER SAID THEY WOULD RE-DELIVER AT NO EXTRA CHARGEThis is a lie and I don't appreciate being lied to, especially on top of being treated so badlyI can go through my old bank statements if you like and find each re-delivery charge accounting for each time peapod came to bring items to replace and retrieve poor quality onesMOST EVERY TIME the items were charged for twiceand it took days of calls to get them to realize that the redelivered items were charged for but the returned items were never credited
You state that you have received the emails and know about the call I madeI asked *** to be sure to put a note on my account that I was horribly dissatisfied with the fact that peapod would not come pick up these expired items without forcing me to have a re-deliveryand I asked him to include in that note the fact that I was going to reach out to peapod to let them know how unacceptable this isNo one should be forced to keep expired and damaged items until you let the store bring you another order for themI was happy to schedule a pickup and told *** thatI did not want a redeliveryjust a pick upThat is crazyI told *** that I wanted the items picked uphe would not schedule a pick up without a re-deliveryCHECK THE NOTES
There is no excuse for stating something completely contrary on this Revdex.com reportwhat you are saying now in your response is totally opposite to what actually happenedI am glad to receive the refund and will ABSOLUTELY hand the bag of smelly expired food that has been tripping me at every turn for weeks now, to the driver in my next deliveryI will photograph this bag and the driver, AND I WILL BE HAPPY TO TELL EVERYONE HOW I WAS TREATED DURING THIS
It's bad enough that you sent nearly $of VERY expired foodbut it's newsworthy to note that "*** under his supervisors direction, refused to set up a pick up for these expired items unless I allowed for a re-delivery of themGo look at the emails you've received from me regarding thisEverything I have written documents this factNot good business AT ALLand poor attempt at twisting the facts to make your customer look bad when your customer was the one treated poorlyThat's a shameful thing to do
I do EXPECT, and have accepted (since our last Revdex.com case) that peapod will retrieve all poor quality items, that was something I no longer mind (as long as PP does this promptly)if it gets peapod to actually see what they are sending out, that's greatthat was not the problemThe problem was that I was told a driver would NOT be sent to pick them up unless I had a re-deliveryGet the facts straight
CASE AND POINT in your note" will require *** *** to return all products that she is not satisfied with on a future delivery, or accept a redelivery of new product so that we can retrieve the items at that time." SOWHERE IS THE OPTION FOR YOU TO PICK UP THE EXPIRED ITEMS WITHOUT REQUIRING A REDELIVERY?????
And why doesn't anybody other get upset that so many expired/poor quality things are being delivered??? Isn't that worrisome to you guys at all???
Final Consumer Response /* (4200, 12, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YOU STATE"We have added a note to *** ***' account that advises future representatives to set up a piof any items reported as unsatisfactoryWe apologize a piwas not arranged during her recent call to our Customer Care center and will follow up accordingly with the representative and supervisor involved."
Does this mean I will be given a pick up of the poor quality items with no requirement of a re-delivery of the items? and within a timely manner (a day or two later tops, and a two hour window?)
please confirm and clarify this
Final Business Response /* (4000, 14, 2014/09/29) */
In response to *** ***' inquiry, yes Peapod will pipoor quality items with no requirement of a re-delivery or additional chargePiwill be done within a timely manner (within days), and in most cases we should be able to provide a hour time window for pick-up
Sincerely,
*** ***
Senior Manager
Peapod Customer Care

Initial Business Response /* (1000, 5, 2015/05/04) */
We sincerely apologize for what *** experienced and appreciate her taking the time to report it
In reviewing her account, we have confirmed receipt of her email to us on May 1, referencing the same concernsA credit of
$and $was issued at that time and deducted directly from the final bill for her order ***
She followed up with us referencing additional items to be credited to which we reimbursed her $which is being processed as of today, May 4,
As requested, $plus the $delivery fee has been creditedIn addition, a $coupon will be sent via email in appreciation of her patience in this matter
Initial Consumer Rebuttal /* (2000, 8, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Our records indicate Mr*** purchased Peapod electronic gift cards at a discounted rate from third party website
called Bitify using Bitcoin as form of paymentThese gift cards initially purchased with a stolen credit were redeemed in his Peapod account on 07/4, 07/8, 07/and 07/for a total value of $400.00.
On 07/27/16, Peapod received charge back notification from the original card holder’s bank
Regrettably, Peapod does not accept Bitcoin as a payment methodWe do accept electronic withdrawal from a checking account, debit or credit card (*** *** *** *** *** ***) as indicated on our website.
Our terms of service clearly states under “Third Party Information Providers and Merchants” Peapod is not responsible for any product and or service offered by a third party.
THIRD PARTY INFORMATION PROVIDERS AND MERCHANTS
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 PeapodThe 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 businessesPeapod 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 servicesAny 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
As part of our investigation, we recommended for Mr*** to file a police report and provide us the report numberMr *** has not responded to our request. We have been in communication with Mr *** by phone and email to resolve this matter with no successPeapod holds Mr*** responsible for $toward service provided to him by PeapodWhile Peapod as a policy does not accept money orders or a cashier’s check as a payment method, we will gladly accept either form of payment to resolve this matter

Initial Business Response /* (1000, 6, 2014/04/21) */
April 21,
To whom this may concern,
Peapod.com provides detailed information regarding our payment authorization when using a credit or debit card
On the 'Review and Place Your Order' page, we state the
following:
Payment Authorization
At order placement, we request and reserve credit and debit card authorization
Just below, there is a link to click to Learn MoreUpon clicking the Learn More link, we provide the following information:
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 taxesYou will only be charged the actual cost that is determined after preparing and weighing your orderDuring the authorization process, your card is validated and must have enough available funds for the transaction to be approvedUpon approval, the order will be accepted for shopping and delivery
Information on payment authorization is also detailed in our Terms of Service that each Customer is required to acknowledge and accept during the account registration process
Our records indicate that *** had a delivery on 3/19/and the final charge for this order was $87.19, billed to the credit card on file***'s next delivery was on 3/22/and the final charge for this order was $75.66, billed to the credit card on file
For each order there was an authorization put through on ***'s credit card for 110% of the order total upon order submissionEach of these authorizations has been reversed by Peapod, as the final order charges have been processed
To review final order charges, we recommend that *** logs into his Peapod account and goes to My Account / Account Balance where he can view a detailed breakdown of the final charges for each order he has received from Peapod
We apologize for any concern *** had regarding the order authorization process or final charges
Initial Consumer Rebuttal /* (2000, 8, 2014/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the PeaPod.com responsesPeaPod.com cannot remain in todays internet business world if they are intending to fraud multiple customers
I am closing my complaint

There is no option to remove a saved credit card and no option to cancel your accountNumerous calls to Peapod, line is always busyLeft messages and never received a responseDO NOT use this company if you value your online securityI would never have signed up if I knew they required you to keep your credit card online and didn't give you an option to remove it!

Initial Business Response /* (1000, 5, 2015/04/14) */
We sincerely apologize for what *** experienced during the course of delivery on April 12,
Please note we have on record the facts of the delay which were directly related to our driver being pulled over by a
***The inspector identified a turn signal bulb as not functioning and would not allow our driver to continue his route until a repair was madeOur driver was also instructed to move over to a parking lot at the turnpike to wait for *** (our service provider) to arrive to replace the bulb on siteThe truck was considered as inoperable by the *** inspector at the timeA copy of the *** inspection is recorded and on file
We respect*** time and again apologize for any inconvenience he experienced as a result of this matterWe are issuing a $coupon which may be used towards his next Peapod delivery in appreciation of his timeThe coupon will arrive to his primary email address on file within hours
Initial Consumer Rebuttal /* (3000, 8, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Drove all the way to the turnpike parking area at the toll and saw no one in a Pea Pod truckDo this for a living and freight carriers always have many lies
Final Business Response /* (4000, 10, 2015/04/16) */
We again thank *** for his feedback regarding this matterAs noted in our previous response, Peapod does have on record and file the *** case number detailing the incidentWe regret*** private investigation did not yield the same results
We also understand our delay caused *** to elect to await a meeting with a customerPeapod values the time of our customers which is why we will make attempts to provide alerts of delivery delaysThis notification allows our customers to make the final decision to wait or cancel the pending deliveryBe assured we will never ask a customer to wait on our behalf and are always happy to reschedule a delivery to a new date and time
We do apologize for this matter and would like to assure *** we continuously inspect our vehicles and take every preventative measure in maintenance to avoid similar instances

We apologize to Mr*** for the interaction he had with our Customer Care representative regarding order # ***. The representative’s conduct,
as described by Mr*** does not align with our passion to amaze and delight our Customers. Please be assured, the call has been pulled and the representative has been coached accordingly. Upon review of Mr*** account, we show he applied a $off + free delivery promotional offer on this order. Peapod recently offered a high-value coupon that it permitted current customers to share with a friend to get $60 off an order of $60 or moreThis offer was a non-transferable offer, valid only for new customers and limited to one new customer per recipient, as stated in the Terms & ConditionsUnfortunately the offer was posted to social media and other websites and some ineligible customers applied this coupon code to their ordersThe offer was removed from the order, however our records do not show email communication was sent to Mr*** to notify him of this change. We can understand Mr*** disappointment at the time of delivery upon learning the offer was removed. We have applied a credit of $back to Mr*** credit card on file Please note, our records show three separate accounts with delivery to the *** residence at ** *** ***ePeapod permits one account per delivery address. We have closed the accounts with the usernames *** and *** We ask that future orders are placed under the original account established in January with the username ***

Initial Business Response /* (1000, 5, 2014/08/07) */
We sincerely apologize for this and regret any inconvenience *** experiencedWe have credited the originally billed amount of $back to her credit card on file ending in ***We regret we did not receive the final
paperwork from our facility with the order statusBe assured we are addressing this internally
Additionally, we have applied a $credit directly to the same card on file as well as sending a $coupon for a future Peapod orderWe hope *** will consider our services again soon
We again apologize for any inconvenience this may have caused

Initial Business Response /* (1000, 5, 2015/04/06) */
We sincerely apologize for what *** *** experienced and appreciate his taking the time to follow up with the matter
In reviewing our records, we have confirmed his call to us on March 31, Regrettably we cannot find any
earlier contact regarding his January 24, Peapod delivery checking both the primary phone number on file and the second he referenced during his call to Customer Care on March 31st
Though we understand the efforts made during our very high call volume months due to winter weather in many of our delivery areas, the delivery was in January and our phone lines have remained open since that time, accessible to all our customersPeapod also offers email communication hours a day, days per week
In reviewing the full content of the call from a recorded session, we understand the driver acknowledged items missing from the orderTypically drivers are instructed to alert and direct the customer to Customer Care for assistance in receiving a refund for missing items or arranging for a redelivery of the products in questionIn order to best serve all our customers with a consistent level of support, we encourage contact within days of a delivery date
In good faith, we have arranged to credit *** *** a total of $for the items he noted as missing from his original order ID ***This amount will go directly to his Peapod Direct Check account on file within hours
We will also request this be recognized as an exception due to the amount of time between the original delivery date and actual contact to our Customer Care Department
We again apologize for any inconvenience this may have caused

We apologize for the delayed delivery of Ms* *** order on October 20th Regrettably, the delivery truck broke down unexpectedly during the driver's route A badriver was dispatched to relieve the driver and assist with delivering the remaining orders on the routeHowever,
due to a major traffic accident on the Beltway, the relief driver was stuck at a stand still bafor several miles Ms*** 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* *** willingness to wait for the order As Ms*** noted, a credit in the amount of $has been applied towards the orderWe have issued an additional $credit off the order and will be emailing an electronic coupon valid for $off a future order.
We apologize again for the inconvenience and appreciate the opportunity to respond to Ms* *** concerns

I have no idea what has happened with this companyThey no longer even try or pretend to meet the schedules they agree to themselvesOn a delivery for Sunday, 11/they claim technical difficulties and without concerning themselves, simply cancel my orderI reschedule for 11/delivery between 8PM and 10PM - and nothing, not an email, no calls, certainly no product, nothingI understand this once in a while but there has been a consistent pattern here of terrible service running for monthsAt this point, this is simply advertisingI have recommended this service in the past but this has now changed, in light of continued terrible service