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Good food, but bad customer service - Review by Sharon O | Fresh Direct Inc

Fresh Direct Inc


Good food, but bad customer service 3/6/2007

Fresh Direct does offer good food at decent New York City prices. But in recent months they have grown too big to offer decent customer service and on-time delivery. Allow me to tell my personal story to elaborate. I ordered groceries and then waited for them to come the next day. Delivery was guaranteed between 4-6 p.m. No groceries. I called at 7 p.m. Turns out the guy went to the wrong address. They said they were coming back within an hour. I had to cancel my evening plans. 8 p.m., no groceries. I call back, they look for the driver. 9 p.m. They tell me the driver had lied, he had actually just returned to the warehouse with the food. By this point I am very upset and dont want the food at all. They say they will give it to me for free. The next day they deliver the food. But they then refuse to give it to me for free. They say I got the order the previous day--the one that didn't come--for free. This order I am being charged for! I can't get them to understand that in fact this is the SAME ORDER. We are still in dispute. Basically, if you order from Fresh Direct, you are taking a basic, once-easy grocery shopping experience and turning it into something as complex as ordering from or any online retailer. There is no direct connection, just with a giant, faceless company, and when there is a dispute, they are not willing to resolve it with a simple ''the customer is always right'' attitude but rather you get caught up in their not-so-bright bureaucracy. Basically, if you have any alternative, I don't think its worth it. more
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