There are so many problems with the KANSAS CITY Fulfillment Center (not pharmacy) rollout that I don't know where to start. I'm becoming very tired of calling the FC every time I place an order (since mid-October) that I am looking for another shopping venue. I loved the HyV delivery because I am partially disabled. If I have to now drive to my local store for pickup, I STILL have to carry them into my home. This is what I have learned from talking with Customer Care in KCMO:
* Shoppers no longer have "hard copies" in front of them, rather, headsets to "shop". If their dispatcher does not read (or convey) to them what consumers are TOLD we can specify in the Notes section under each item, then the shopper doesn't know. What's the point? Isn't it false advertising if you are telling us we have a choice, but then can't/won't alert the shopper to deliver our items as noted?
* Text messages are useless! Don't text me my groceries will be here at 11:11 (why is it always :11 past the hour?) if they won't be here till the next hour, or, in some cases, an hour and a half EARLY? Also the number on the text messages after returning a "HELP" text is NOT the physical FC., so, again, not much that person can do to help me with my items.
* You are a LARGE (I presume) warehouse. Why do you not have IN STOCK, general items like canned whipped topping on holidays?, cream cheese spread, cat food variety?
* Why don't you provide rain checks for items that are OOS? It's not my problem if you don't carry "regular" stuff but I lose the savings of an item on sale if I have to reorder it several days later without a RC. Oh, and I DID mention the sale price from the OOS item in my previous order but when I got this order, was nevertheless charged full "non-sale" price.
* I have purchased for over 4 years, a particular brand of bread. About a year ago it dropped from my AO orders list so I had to call my local store for delivery. They knew exactly what I wanted, but now I have to train an entire new staff who continually tell me the FC doesn't carry it. I have to remain CALM while I tell them, I have gotten it on several past orders from the FC. I was told to request it in the COMMENTS section at the bottom of the checkout. That worked exactly twice. And today, no bread!
Today when I checked for the confirmation of delivery email, it was neither on my order, or in the OOS items so I called the FCC. I DO NOT HAVE ACCESS TO THAT BRAND so I have no ability to put any notes ANYwhere if it is not pictured in my Frequently Ordered Items; even though I placed it in the Comments ...and still it is not conveyed to the shopper! Also gone are the 11 months of items from the past year. Must I open each Order to see what I have ordered? Not very efficient! HyV is losing money if I cannot see, and be reminded of previously purch and sale items!
* The last 3-4 times I have had to call and complain about dairy dates. I do not appreciate getting dairy with an expiration of 2-3 days after my order EVEN THOUGH (again) I put the dates in my orders to not select anything earlier than XXX. But apparently the FC is allowing old (soon expiring) dairy on their shelves, even though we ASK for something with a further-out date. Is the expectation that I'll order every time I need a dozen eggs? M y local store carries items as far out as 2 months...is the FC just another way to dispose of aging shelf dates onto your AO customers?
Perhaps a supervisor...or a vice-president...can address these concerns with me because I really do not enjoy training a whole new staff after my local delivery knew who I was when I placed an order. By the way, I place orders about every 5-8 days in the +/- $100 range, so I don't feel I'm being unreasonable, given the amount of money Mr. Vee is making from me. Look it up. Then give me a call. ~Geo
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