Peapod, LLC

We are happy to refund $60.00 for the bank fees incurred as a result of the transaction noted in this complaint.  We would also like to extend Ms. [redacted] a $50.00 credit for her time and for the inconvenience this matter has 
caused. In order to proceed with issuing the total credit of $110.00, we would like to confirm with Ms. [redacted] that the entire credit should be issued to her checking account.

Peapod is a horrible service. Although it is convenient picking up your groceries and not having the shop, the way they packed the groceries cost more of your own time then just going grocery shopping on your own. I can't tell you how many times I've picked up my grocery and had chicken juice leaking all over the bags and all over my car and all over my house. One time my kids even got into it which even worse. Bottles and products are always broken and defective. These people clearly do not know what they're doing and need to seriously shape up. It's unfortunate since it is such a good service but poorly implemented. I highly recommend people to stay away from this, or you will probably waste more time than it save you.

I've been ordering groceries using Peapod over the course of the last 8 years. The last 6 months or so, the service has been abysmal. I order every week and a half or so and during the last 6 months my deliveries have been on time about twice total. Most recently, I received a phone call at the end of my delivery window to say my delivery was being canceled and that they couldn't come back for a couple of days at a time when I wasn't going to be home. I pleaded with the customer service person to get my delivery at a time that worked for me but I got nowhere. He had no resolution to the problem and basically I was out of luck. If he had offered to take off the delivery fee or give me a coupon toward my next order I may have continued to use their service but... never again.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]@ahold.com
Dear Ms. [redacted],
Your Peapod account has been closed effective today, October 1st, 2015.
Sincerely,
[redacted]...

[redacted]
Operations Manager
Customer Care
Peapod, LLC.
X-XXX-XPEAPOD

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.

Initial Business Response /* (1000, 5, 2015/03/18) */
We sincerely apologize for what occurred as a result of the delivery on January 25, 2015. In reviewing our records, Peapod credited $1.58 for the Guaranteed Value Liquid Bleach. Additionally, a $15.00 coupon was issued which was...

redeemed on a subsequent order ID [redacted] on February 1, 2015. Peapod also processed a Property Damage Report on January 25, 2015. Claim number [redacted]. Adjuster [redacted] at [redacted]
Once the claim is submitted to Peapod's insurance company, we must allow them to settle all open claims accordingly.
We apologize the conversations held were not productive and are sharing this case with [redacted] Management for additional follow up directly with [redacted].
We regret we (Peapod) cannot provide the written apologies requested as the individuals referenced are not directly employed by Peapod.
In addition to[redacted] original adjuster, we are copying [redacted] General Examiner, [redacted] Management, [redacted]
Peapod apologizes for the inconvenience and hopes the appropriate discussion will continue with[redacted] Management regarding this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Peapod Insurance Company has DENIED the claim. They advised me only the bleach bottle manufacturer is responsible and they want to give me $200 OR a color correcting kit. Peapod Insurance feels they are not responsible. I feel the driver was just as negligent. Peapod Insurance said they have no further communication with me. I am left to hang with a bleached carpet and a Landlord that will make ME responsible. The carpet was just appraised at $1500 to replace. I do not expect to get new carpeting out of this, but $200 or a color correcting kit is not acceptable. This response shows me that you are quick to respond, but NEVER TOOK THE TIME TO FOLLOW THROUGH TO ALL PARTIES ON YOUR END AND GET ME A SOLUTION.
Final Consumer Response /* (4200, 11, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer is not in proportion to the damage. $200 does absolutely nothing to resolve this issue. Peapod washes their hands of any responsibility.
Final Business Response /* (4000, 13, 2015/04/01) */
We have reviewed and reassessed this matter with [redacted] Management regarding the liability of the issue. As previously noted, the original manufacturer would be the appropriate source for resolving any product claim.
We again apologize for what [redacted] experienced and hope she and/or her landlord can come to a mutual agreement on a resolution.

We appreciate the request to resume business with Peapod however are unable to establish a new and active account.
In 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 $500.00 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 service.
We 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 me.
I would appreciate it if we could be notified as to what the last 4 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]

My Peapod delivery was incomplete yet again today. I told the driver to return the whole order. I got a call from Peapod right away. They were not happy that I would not accept a partial order. It turns out their view is it is my job to call and complain if I get a partial order so they can record it. The snippy girl also told me they have NO inventory management system. That means that this company that's whole purpose is to deliver grocery items cannot do so accurately and reliably. On top of that their customer service was very bad. The snippy girl's concern was that my partial order that I did not accept had perishable items they could not resell so it cost them money. Other than that, it was clear that Peapod did not care about my experience as a customer. I think they should either put in an inventory control system or close their doors. Their whole business is delivering groceries. Pretty sad.

Initial Business Response /* (1000, 5, 2014/11/21) */
Spoke with [redacted] personally during a phone conversation today, Friday, November 21, 2014 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 30 days for an assessment of our efforts. Also sending [redacted] a $100 Peapod gift card via U.S. Postal Service which she may use towards a future Peapod delivery.

We sincerely apologize for what was experienced.  As noted, the initial promotional code used was not a valid offer.  However, we regret the time Ms. [redacted] had to spend in attempting to have this rectified.  We understand the order was delivered in full.  After fully reviewing the...

account and circumstances, we are happy to reverse all charges.

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear [redacted]
We are in receipt of your report and sincerely apologize for what you experienced during the course of your Peapod delivery.
We are in the process of following up with our facility manager to arrange for a pick up...

time to retrieve the boxes.
Please be assured the actions taken in delivering your order are not Peapod standard. We are addressing this directly with all our drivers and dispatchers to insure a consistent level of service.
We appreciate your taking the time to report this matter and regret any inconvenience this may have caused.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: The audit done is incorrect as I only received $75 worth of merchandise from peapod ($100 peapod giftcard used -$25 & Free shipping for first time buyers which is $75) I never received my 2nd order as it was canceled the very next day so I can't be charged for it. So please correct this and furthermore I tried to get a refund but the seller is no longer active so all this is a loss to me.
 
Email:
Dear Mr. [redacted], Thank you for contacting Peapod's Customer Receivables Department. There was a credit of $28.12 applied to your credit card on file ending in - [redacted] (Refund rejected) Thank you for your attention to this matter. Sincerely, [redacted]Peapod Customer Receivables Department
Sincerely,
[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 me.
I 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]

Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ahold.com
Dear Ms. [redacted],
We sincerely apologize for your Peapod delivery experience on August 20th, 2015.
Peapod drivers...

are responsible for delivering your orders to your main front door. Beyond the front door is at the driver's discretion whether or not they will enter when invited. Based on your description of the delivery, the driver failed to deliver this order at your expectations, as well as ours. Again, we sincerely apologize for this inconvenience.
Please be assured, the operations management team at our local facility has been notified of your experience and will take appropriate steps to avoid this from happening in the future.
We appreciate you choosing Peapod for your grocery delivery needs and value you as a Customer. We will be emailing a $20.00 electronic coupon code that you may redeem on your next order. Please expect to receive this coupon via email within the next 24 hours.
Sincerely,
[redacted]
Operations Manager
Customer Care
Peapod, LLC.
X-XXX-XPEAPOD
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not enough. Why would I use your service if you won't bring it to my door? The point of getting online delivery and paying fees, and gas charges us to make it convenient. Safeway in VA always delivered to My door, no problems.Even if I did want to use the service again, I never received any coupons yet.
[redacted]
Final Business Response /* (4000, 9, 2015/09/02) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ahold.com
Dear Ms. [redacted],
As noted in our previous response, our drivers are required to deliver the order to your main front door. We apologize that the driver did not do this during your 8/20/15 delivery. You should not expect for this to occur in the future. We apologize again for the inconvenience this caused you.
An electronic coupon for $20.00 was issued on 8/28/15 via email. The promo code to enter at checkout is S-753. In addition, we have issued a $30.00 credit back to your credit card for this inconvenience.
We thank you for bringing this matter to our attention and want to assure you that it has been addressed with our facility management team.
Sincerely,
[redacted]
Operations Manager
Customer Care
Peapod, LLC.
X-XXX-XPEAPOD

Dear Ms [redacted]
rgb(34, 34, 34); background-color: rgb(255, 255, 255); font-size: 12.8px; font-family: arial, sans-serif;">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 cart. Please 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] [redacted].

Initial Business Response /* (1000, 5, 2015/02/20) */
We sincerely apologize for any difficulty [redacted] encountered in receiving her December 30, 2014 Peapod delivery. We also apologize for the financial impact the renewal of her PodPass delivery deal caused resulting in the NSF...

referenced.
We are happy to reimburse her in full for the $33.94 she communicated to us for the NSF fee. Additionally, we will add $25.00 for a total credit of $58.94 to her Peapod Direct Check account on file. This credit will be applied directly to her checking account.
We regret any inconvenience this experience has caused [redacted] and appreciate her follow-up.

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]

Initial Business Response /* (1000, 5, 2015/03/11) */
We sincerely apologize for the delay of the delivery to [redacted] on March 9, 2015 and recognize the inconvenience it caused her in receiving her order.
We have also verified a subsequent order placed for delivery today, March 11,...

2015 as a result of the original delivery being incomplete.
This matter has been escalated to management for review and discussion to improve on our internal processes not only in communication to our customers but in service level as well.
We value [redacted] time and confirmed a $20.00 was issued at the time of her phone conversation with a Customer Care supervisor regarding this matter.
We are adding a $50.00 credit to the delivery scheduled for today, March 11, 2015. This amount will be deducted from the final order total (however it will not reflect on any paperwork at the time of delivery due to processing).
We again apologize for what [redacted] experienced and would like to assure her of our efforts of improvement to the level of service she received.
With hopes she will provide us with an opportunity to be of service to her again, we will also be sending a $20.00 coupon via email which she may choose to use on a future order.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate that they have given me money off of my purchase as a way to apologize for the delivery mishap. Unfortunately, the rescheduled delivery which was supposed to be today, March 11th between 6 and 8 has still not arrived (I am writing this at 9:40 pm). I just got off the phone with a young woman who called me from Peapod dispatch who advised me that the driver will be an hour and 45 minutes late on top of the already tardy delivery. This is completely unacceptable, poor treatment of customers. I do not understand how in making my delivery right, I am further inconvenienced.

Revdex.com:
Received verbal acceptance from consumer [redacted] the case has been resolved **