Vons Delivery & Pick Up

Went to pick up my order. Called and called from my parking spot, but the number on their sign went to a voicemail box that hadn’t been set up yet. Googled and found the main number to the store. Pressed the key for curbside and nobody answered. Called back and selected ‘customer service’, and no one answered. Tried that twice. Finally got out of my car and went inside with another woman who was complaining about the same nonsense. The Manager seemed frazzled, but he asked a bagger to help out. Went back to my car, and opened the trunk for him. He finally came out and apparently was in a big hurry, because he tossed the bags in the back (yes, even the bag with the chips on top), said goodbye and walked back into the store. So, I got back out of my car and closed the trunk myself. This was my first time using curbside pick up at Vons... NEVER again. Defeats the entire purpose of curbside pick up, if I have to go inside the store to make the system work!! Come on Vons... train your people better, make sure someone is on the other end of the phone, and make sure that the phones aren’t forwarded to a dead end voicemail box!!! It’s called CUSTOMER SERVICE!! Not one part of this process worked the way I’m sure it was intended. This isn’t rocket science! I love the idea of curbside pick up, especially as Covid ratchets back up, but someone else will be getting my curbside business!

I have been doing online ordering even before Covid and I find that for some reason now there are more unfulfilled items than in the past. My issue is not that the items may not be available, but the problem lies in the fact that they are available but for some reason were not pulled for my order. On several occasions now I have picked up an order missing several items and then I have gone into the store to find the items myself. That does not make sense to me. It seems as if the pickers are choosing to skip items that they have difficulty finding. They need to be trained better. The other issue is that sometimes they pick product that doesn’t look its best. They really should learn to pick the best product possible. Again, when that has happened I have gone into the store to see that there are better items available in the store than what they gave me. I would definitely encourage further training on selecting groceries, especially fresh produce.

With everything going on right now and with the stay at home order in place, delivery has become incredibly useful and nearing essential for some. I looked up many delivery options and vons delivery was not only cheaper but actually had a delivery time available for that very afternoon! I decided to give this a try, taking some time to fill my cart on an order about $200. The issue took place at checkout. All of my info is set, including payment except for my name. I go to the screen where I add my name and phone number and hit save and review. My phone number saves but name name will not. I tried it countless times and I can not complete my order because of this. Live chat did not have a live person(during appropriate hours, according to the app) and the robot was of no help at all. I was on hold for 30 minutes at least for a woman to keep telling me that I have to add my name in the website but there’s absolutely no way for me to do this. We go step by step for her only to conclude that it’s an ongoing issue with the app. She tells me to try again in a couple of hours but I’ll probably lose my delivery time window. This was the whole point of me trying so hard... to get this delivered today! Now reading much older reviews it looks like to me they just refuse to fix the issues. Never again.