GIANT Direct — Attraction in Lancaster

What an absolute nightmare. I should have read the reviews before using their service. I have used Giant Direct scarcely in the past, and had some minor issues. I did today because I didn’t have time to shop. Today’s experience was a nightmare. First, I received an email stating what was “out of stock” in which I know is mostly beyond their control. But some items out of stock- I absolutely do not believe. You didn’t have ANY green grapes in your store? Sorry, don’t buy it. Out of Turkey hill iced tea and Swiss tea- don’t believe that either. I am someone that goes to the grocery store multiple times a week for those items and have NEVER been to the store and had problems finding either of those items. Those were two among the long list of Turkey, pork chops, etc. Next huge issue- delivery. My time slot was 4:00-5:00. I received a notification at 3:45 PM that my order was on the way, followed by a notification at 3:46 stating it was delivered. I went outside and it was not there. I contacted Giant Direct who reached out to dispatch and told me that it was ac accident, and that my order would be there in 30-45 mins. That was around 3:55pm. My order did not arrive into 5:50. I had somewhere to be at 6:15 so rushed to unload the groceries. The driver did inform me that my eggs were broken and he would issue a credit. Fine. But as he was pulling away, I realized I was missing A LOT of items. Two boxes of cheese its, 2 bags of coffee, garlic, ginger, Pringle’s, Herr’s Chips, coffee filters, hoisin sauce, and the list still goes on! I had to contact Giant Direct again and was now running late for my function. The customer service rep tried to put me on hold because his child was SCREAMING in the background, all while I’m trying to tell him that I’m already late because of this ordeal. He was very short with me as I could tell he had his hand full with his child. I still have not received a confirmation email that I have been credited for these items, but considering I paid 2 separate delivery fees AND tipped the driver $20, I received horrible service all around. Now I still have to go to the store and not for a few items- I have a huge list of what was missing, out of stock, or just simply ignored. Substitutions were not even attempted. What’s the point of this service? NEVER AGAIN. I will shop at Weis or use Shipt...

UPDATE: The response that came in to this from Giant, below, is nonsense: I'd initially posted my concerns via that exact link and all that came back was a bland "we always try to do better" canned reply. Clearly Giant has built a high wall to prevent customer concerns from getting to them.

ORIGINAL REVIEW: What a fiasco. My first (and last) time using them. No communication between customer care and drivers, no accountability, a system called problematic by its own staff and no decency in addressing it aside from a canned email reply to two requests asking for a call. I'd scheduled a next day 2:30-6pm delivery. First text update: "4-6pm." Fine. Second update: "4-5:05pm." Fine. By 6:45, no delivery and silence. Called in, the "2-minute wait" was in fact 8 minutes. Woman I spoke with put me on hold, came back on to say "Right now, it's showing a minimum 1 hour, 45 minute wait to get to you." No reason given but I don't want groceries at 10pm. She asked if I wanted it cancelled. I said yes and she said she'd do so right after we hung up. But when I asked for some kind of confirmation, she said "system's down" and she couldn't. Knowing that meant more calls to them in the AM to fix problem billing, I asked for cancellation anyway. One hour, 15 minutes later, I get a text that driver's arrived. He claimed to have no knowledge of cancellation. He advised that even though they were sending me texts showing 4-5:05 delivery, their system crash meant that they weren't gathering my order until well after 4PM. I was then stuck dealing with groceries at 9:45PM. And note that while their "Customer Care" line shows online as only open to 7PM ET (why I hustled when I discovered no delivery by 6:45PM ET), apparently it's open until 10PM. Sent in my concern to the online form as well as the feedback email and aside from a ridiculous canned email, crickets. I've been a loyal Giant in-store customer for 20 years at its Wynnewood and, more recently, South Philly locations. I know stuff happens. Had one representative bothered to read my feedback and call, I'd probably give them a pass. But I won't be returning to a Giant since this left such a bad taste...

This was my first time using Giant Direct. When I arrived for my pick up and called, they asked if I reviewed the substituted/out of stock items on my list. I did not get an email and couldn’t find anywhere on the app where I could review them so she reviewed them quickly over the phone. I approved two substituted items (by name and price) and declined one substituted item. She did not tell me there was anything that was out of stock. When I got home, I reviewed the receipt and noticed there was one item out of stock (that I now have to go back out to get since it was a main ingredient in a recipe) and the one substitution I declined was still on my receipt (I will have to wait and see if they remove it when they put the final charge through). Also, it’s important to note that when they make substitutions, they do so by price, not by size. They substituted an 11oz item with a 1.75oz brand name item because it was closer in price to my originally ordered 11oz item than the larger sized brand name item. This makes a huge difference! They also charged a $2.95 pick up fee (and 0.18 service fee tax) even though I used the $25 off coupon code which was also good for a free pick up so I will have to call them about that. I guess I would say using Giant direct was worth it this one time because of the $25 off coupon but I will not be using Giant...