Save-On-Foods — Local services in Vancouver

I've been using delivery for over two years now. The actual drivers and people who bring in the groceries do a good job and have had almost no issues there. Once one guy stepped on my produce and ground it into the carpet in the hallway and didn't say anything to me about it even though I said goodbye but usually everything's pretty smooth. Problems have been with the people picking at the store and with some of the customer service staff (but others have been good). Seems like the customer service policies of the company are overall good but it depends on who you get responding. I do get that there will be some mistakes and usually there's at least one problem in at least 2 out of 3 orders (not all reported if it's not too bad) - wrong product, many missing products I suspect weren't sold out but weren't found (how often have you been in a store and saw Coke and Pepsi products sold out), charged for missing product, bad substitutions (they tried, I didn't follow up, but coconut vegan egg nog is not the same as substituting another brand of egg nog), bad fruit/veg picking. I've had actual mold growing in a box of grape tomatoes and other very damaged produce chosen. I've also had a substitution when I did not authorize it. But here's the kicker - they did substitute these sugar snap peas with some non-sweet fibrous snap peas and they charged me the much higher price of the originally ordered product, gave me something that was much lower quality and that I couldn't actually use in the same way (bought specifically to eat raw w/hummus), and actually did a manual override to charge me more than what the product was worth to make it the same cost as what I ordered. Literally, it rang in lower because that was the actual cost of that product, and they made a point of charging me more than what it was worth! Also they gave me two identical bags of the substitution product, and actually let one of them ring in several $$ more even though they were the same (at the $ of the originally ordered bags). And the 2nd one they had to type in a higher price (they usually manually override to match the lower price of the ordered product when the substitute is higher priced, which makes sense as a nice gesture when you've ordered something and actually sold out even though they thought they did according to the website). I realize they hire a lot of new people so mistakes will happen, but then I contact customer service in this case and repeatedly in the emails they refused to actually acknowledge what happened and that it was a mistake. They kept minimizing by only addressing one particular part. And they were even only going to refund me for the lower cost substitute, but not deal with the original high prices that I was charged. So basically, I was charged for two higher quality, higher priced products I never received and never asked for a substitution for, and they weren't even going to do a full refund for what I was charged until I asked! And even then, only offering store credit until I asked for a refund! And then they wouldn't even fully acknowledge the mistakes! That's the worst part because that staff person won't get feedback or know to prevent it in the future if no one on their side passes it on properly! Writing this review to ensure that it gets passed thoroughly. Also, the last time I dealt with customer service, they mentioned a triple satisfaction guarantee or some policy like that, and this person didn't even want to do honour the original overcharge properly AND only wanted to give a store credit. So is it worth trying delivery there again? It's like spinning a wheel and taking a risk each time. Before, not as much of a risk because problems could be resolved by customer service, but now that's not reliable. You can't have glib people who don't care work in Customer Service! Btw, I don't even know how they were able to ring in one of the original prices. It's almost like they had the product to ring it in with first, but then somehow the other substitution product made it into my...

Yesterday I never received my $100+ worth of groceries which were supposed to be delivered between 5pm-7pm. Order #6382358.

I left clear instructions on the order to simply leave the bags on our front porch as no one would be home during this time. When your driver arrived he called from an unknown number which I was unable to answer as I was in a work meeting. He then text me saying he’s at my front porch to which I text back saying “thanks” assuming he was simply going to follow instructions and leave my grocery bags there. I then get a text reply right back saying sorry but he’s left the property and did not deliver the groceries. All of this happened within four minutes of calling me.

I called him immediately after receiving the text very confused on why he didn’t deliver the groceries and explain that he was not able to without my approval. I was under the impression that my approval was on the order itself as my request was to leave the order on the porch. Not sure why you need to be approved twice to do something so simple. He was no more than five minutes from my front door so I asked him to please return and drop them back off and he refused to do so telling me to call customer service and reschedule. He was quite rude.

I called customer service and spoke to a nice lady who told me that she will get the groceries to my house on their way back and that the route was actually quite light as they were in Burnaby and East Van so they should have a short delivery day. I waited till 10:30 PM but nothing arrived.

I was extremely disappointed and frustrated as a quick phone call at any point saying that they couldn’t deliver it or trying to reschedule for the next day would’ve been the right thing to do. I have heard nothing since being confirmed I would receive the groceries and I still do not have them. No phone call or email. I was waiting for the food last night as I was hoping to make lunches for my two kids for today with the groceries that were arriving.

I am requesting a full refund of this order and I will refuse to shop at save on...

Nice store . clean and not so crazy busy like others. It's kind of hidden, but it's convenient if you want specifics that only Save-On Foods carries. On that note: Save-On Foods advertises instore with a huge sign above the 'take out' salad coolers "try our new 'Shaker Salad'. it shows three option - I like them all and frequently buy them when on the road for work appointments. Most other Save-On foods that have them sells out. But this store, close to my office, none to be found the first time. Asked for manager and he said I don't know why our salad lady isn't making them?" then he also saw the promo signage and said, yeah, I'll get on this right away.

2nd time in to buy yesterday Oct.25 and none to be found - only the regular salads (all with FETA! which I am allergic to - hint, make a few without Feta? ). So again go to ask at the salad prep area where they are. Not made I was told - asked why? no reply but she ended up making one which took about 20 mins. for 1 shaker cup of salad. In her defense, she's not the salad 'lady' she had to get out all the fixings, weigh each amount, and took her time. When she finished she came to give me the salad and I said why isn't it being made - she claimed they were 'phasing them out'. I said really? why? her reply ' because they don't sell" I looked at her and laughed saying, 'well it's hard to sell something if you don't have them made and on display! Come on Grandview Save-On Foods, you can do better than this!

Anyway disappointed again - will go to the Real Canadian, across the street and get one of their salads and with better pricing, not as good but they don't want the business at...