Up until my last experience I would have actually given them 4 stars. That is until I experienced their utterly AWFUL "customer service". These people not only have no interest in helping their customers, they actually truly hate them!
I ordered 300 dollars worth of groceries for delivery on a Monday, and they arrived on time. The delivery guy was very nice, in fact I even tipped him. During delivery I noticed that a case of bottled water was missing, and he right away filed a credit. That was fine, but upon unpacking the groceries we noticed that 14 other items were also missing, yet we had been charged for them. Obviously someone forgot to load a bag on the truck, an honest mistake.
That's when things got ugly.
I phoned the so-called "customer service" and after listening to a somewhat insulting recorded mesage I was put on hold for 30 minutes. I finally got to talk to someone who had me list the missing items, which I did. He said the earliest the missing items could be delivered was on Wednesday morning.
The next day (Tuesday) I received a confirmation email saying that my groceries would be delivered on Wednesday.
But on Tuesday evening I got another email saying the order was complete, this is the email you usually get AFTER the groceries have been sucessfully delivered. No groceries were delivered Tuesday night, nor were any delivered Wednesday as they promised.
I emailed them on Wednesday, they did not answer until late on Thursday. They apologized and said a store manager would be contacting me. Of course this was another lie, no manager has ever contacted me.
On Sunday I was fed up, I was actually losing sleep over thirty buck of groceries! I emailed and asked them to just refund me for the missing items. Again it took a day for them to respond, and when they did they prefaced their email with "Dear Mr./Mrs. Client"! They couldn't even bother to insert my name into the email (and what's with this "Mrs." bit, it's the 21st century! Or do they not refund single women?). They said I woild be refunded for the missing items.
Another week has gone by and no sign of the refund. No call from the "store manager" and no more email from them. I'll likely never see the refund given what I have already been through.
I order EVERYTHING online , even before the pandemic, and I have been ordering groceries online from IGA for several years. A year ago IGA also forgot a bag, I emailed them and the bag was delivered with an apology within two hours. That is good customer service.
Of all the local online grocery services (IGA, Walmart & Metro) Metro has the highest delivery cost. Yet the have the very worst customer service. I do like the quality of their meats and cheese, sadly I can't say the same for their customer service employees. read more