John S.
The staff is great and responsive when…
The staff is great and responsive when we pick up online orders. The on-line system could use some improvements. For example: o They discontinued including order slips with the orders when they're being picked up. o The orders typically included overcharges for the number of bags. Typically, the bag labels are put directly on some products (i.e., Milk, Toilet paper) but the customers are still charged for the planned bags. For example, charged for 6 bags but only 4 bags used. It's not a large amount (i.e., 10 cents per bag, but over time it builds up) o When I asked the staff about it they said it’s a system problem and if a customer brings it to their attention they’ll issue a refund. I feel this is an undue burden on the customer, especially since: o There’s no order slip with the order o The customer has to download / print the order, check it against the actual amount, and then follow-up with the Customer Service desk to arrange for a refund / adjustment. Suggestions for improvement • Have accurate counts for the bags. • Add the “on our way” and “arrived” back to the system • Add “spot number” when entering “Arrived” on the app. • Have Invoices available when the order is complete