Peapod, LLC

I placed an order online on 1/8/15 and selected an attended and open delivery window from 4:30 till 10 PM the following day on the 9th. I received a text and email that afternoon stating that they would be about 2.5 hours behind schedule. At 12:25 Am on the 10th, Someone from the company called me and asked if It was okay if they came at such a late hour. I said no problem. 22 minutes later the same person calls and says that his supervisor pulled the drivers off the road because of the late hour. He said that "The trailer arrived late." I told him that I was outraged and he needs to deliver my order. He said customer service would call me back to reschedule. He said he could not make it back tomorrow and It would be a few days. I told him that was not satisfactory and I hung up on him. I cancelled the order the next day and went to a competitor. Nice Job Peapod! Great customer service! NOT! Their prices are not all that competitive and are just average. I would suggest shopping at a good grocery retailer in the traditional manner unless you are infirm or very elderly.

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 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 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.

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 more. This offer was a...

non-transferable offer, valid only for new customers and limited to one new customer per recipient, as stated in the Terms & Conditions.  Unfortunately the offer was posted to social media and other websites and some ineligible customers applied this coupon code to their orders. We have verified no charges have been applied to Mr. Kohles account.  While we appreciate the request for a coupon to be reissued, we are unable to provide one at the value referenced.  We are happy though to offer a code of SEPTFD20 which will provide $20 off the next order as well as free delivery for 60 days. We regret any inconvenience 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. 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]

Initial Business Response /* (1000, 6, 2015/10/20) */
We are sincerely sorry for any delay in our response to this matter and appreciate your patience.
We also would like to take this opportunity to apologize to Ms. [redacted] for what she experienced during the course of her delivery on...

October 3, 2015 and through subsequent contacts with our Customer Service Department.
We have addressed the dispatcher who spoke with Ms. [redacted] regarding her late delivery. Corrective actions have been taken to provide earlier notice to any delays as well as appropriate call handling. There was local flooding in the area causing road closures and unexpected delays for our drivers. In spite of this, notification to our customers should be made in a more timely manner. We regret any inconvenience this caused.
Additionally, a voice message was left for Ms. [redacted]'s attention on October 8, 2015 at approximately 2:28pm CST by a senior member of our management team. This call was made to the primary phone number on the account as (XXX)XXX-XXXX. In the message we requested a callback from Ms. [redacted] asking for the opportunity to speak with her personally to address her experience and concerns. Regrettably we did not receive a return call.
In reviewing her account, we have verified a $40.00 cash credit was applied directly to her order #iXXXXXXXX in addition to a $20.00 coupon being sent for future use.
Peapod acknowledges the level of service Ms. [redacted] received not only from communications through dispatch but also in our email contact, was not at expectation. Again, we want to assure her this matter was addressed directly with the parties responsible.
We hope to have the opportunity to be of service to Ms. [redacted] again in the future to prove our service value.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I've concluded reading the response from Peapod, and while I do not feel like this is the best course of action they could do, I do appreciate the fact that they have made adjustments to the protocols they have in place so that this situation can be avoided in the future. In my honest option, $40 off of a $200+ order is not satisfactory and because I have no desire to use this service in the future, I feel like this is a cop-out. I will, however, use this as a monetary lesson. If I want a grocery service to deliver to me in the way they've promised, I'll use Fresh Direct.

To receive a refund for the Peapod e-gift card you purchased, please contact the e-gift card support team at [redacted].   As noted on our website,  even if you choose to purchase your groceries by checking account or gift card, we also require a credit card to establish your Peapod...

account and as a payment guarantee.  We apologize for any inconvenience you have experienced.

We apologize for the delay in our response.  After full review and audit of the matter, we have confirmed the gift cards purchased from a third party vendor were originally obtained by the third party with a stolen credit card.  When the gift cards were used on the Peapod website, it...

was not yet reported.  As a result, the site accepted the gift cards as acceptable payment.  After learning the gift cards were fraudulent, we contacted Mr. [redacted] and encouraged him to return to the vendor he purchased the gift cards from to dispute and recover his original purchase price.Understanding Mr. [redacted] desired settlement "It's a business's responsibility to protect it's customers from fraud and it is quite clear peapod failed to provide this basic expectation or warn them when visiting their site not to buy their gift cards online so I want my outstanding bill waived as I already paid once and went without food to cover my loss.", we agree, companies should make every attempt to help protect their customers.  This is why we encouraged him to return to the original vendor to dispute the matter.  While there are many reputable companies which offer gift cards at discounted prices, there are also questionable vendors.  As a company, Peapod cannot endorse third party vendors nor discourage customers from purchasing from them.
We will continue to encourage Mr. [redacted] to return to the original vendor where he purchased the gift cards from to reclaim his original purchase price.  At this time, the balance due to Peapod of $208.71 remains as an open item.  We regret any inconvenience this has caused and hope Mr. [redacted] will find resolution with the original seller of the gift cards used on Peapod for his purchase.

This organization need to update their payment process. They are double-charging my account each time I place an order. The last order I placed was on 11/6/15. The actual amount I purchased was 135.75. In addition to my actual purchase amount, they charged me $145.76, which has not be returned to my checking account. I called on 11/11/15 and asked why I'm always charged twice for 1 purchase. I received a lame excuse about taking the money in case I order additional items. Common sense would dictate that you add an additional $10-25 dollars over the actual purchase which could be used instead of charge me an additional $145.76.

It saddens me that a company that used to offer such wonderful customer support as dipped so badly over the past year. Yesterday, 12/10/2016 was an all time low. Order was delayed by forever because they say that they had no idea where my driver was and that they could not get in touch with him or her. This is unacceptable. Yes I got some sort of comps for my next order but as a customer who has been with this company since they started to deliver in my area which was several years ago, I spend quite a bit of money every week and while like I said I demand some sort of reimbursement for this type of non service-it does not make up for the fact that I waited six hours for an order that I eventually cancelled because they could not say if it was ever going to be delivered and I really needed the food. While this is the worst experience so far, over the past year customer support has really dipped and I am going to take some of my business to other delivery services that are now available in my area. While I am upset that the order was not delivered I am more upset by the cavalier attitude that one receives from "customer support" which I find unacceptable.

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 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, 2016....

 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 unexpectedly.
We 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 needed.
We are also happy to apply a $10.00 credit directly to her credit card on file in appreciation of her time in reporting this matter.  Additionally, we are sending a $15.00 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 24 hours.
We appreciate and value Ms. [redacted] business and hope to be of service to her again soon.
Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille
Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille