Complaint: Terrible customer service

on 08 March 2021 about Giant Food Stores in category Supermarkets / Grocery Stores

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My complaint:

I have been picking up my groceries at the Wynnewood Giant for several months. I am a good customer and buy about $100 every week. Today I got my text as usual that my order would be ready at 3:00 PM, When I got to the store I called their customer service to let them know I was there for my pick up. The rep called Courtney kept me waiting for about five minutes. Came every 90 seconds or so and told me to hold on for a second. Finally she passed me over to Amber who told me the peapod truck had not arrived and they could do nothing for me. That I needed to call peapod directly and they didn’t have the number. After a few minutes another lady came out and said to call the number on the email they sent. By this time there were five cars waiting for pick up. I called that number and the girl who answered told me I should call the Wynnewood Customer Service number. You can imagine how that made me feel, she said she would call them herself, to wait. After a few minutes she came back and said the truck wasn’t coming today and they would give us a call and a date and time for pick up. I said that was not acceptable and I just wanted the order cancelled and a refund issued. She said the refund would take about five days. I said that was fine as long as it went through. The whole thing took almost an hour. Totally wasted time.

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Justified complaint?

Suggested solution:

They should always call the customers when there is a problem and most certainly not text that the order is ready when it is not, I feel I should get some Giant points or gift card or something for my wasted time. I think the customer service reps should be better trained and should know the phone numbers that are needed to be called and should actually offer to call themselves. I love Giant but this has left a very bad taste in my mouth, I went to another Giant and bought my groceries. I am 69 and I sure hope I don’t catch Covid from this mishap.

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