It took over an hour to get my curbside pick up.
I tried to uses the curbside pickup today 12-12-2020.
I arrived at their store at 2:59pm, and informed them that I have arrived via the app.
I noticed that unlike other times I have used the service, no one was coming out with the groceries. I noticed that cars that arrived after me almost immediately got their groceries and left.
I checked my phone and noticed that it said, "Please pick up your order inside, We're sorry, no one is available to bring your order out right now." There was a "view instructions" button which I pressed and was greeted with a message that said, "Could not process this request..." with a "Got it, thanks" button.
I walked into the store and approached the customer service counter around 3:10 pm. I saw an older man that looked like he could be a manager. I started to tell him that there was something wrong with my curbside pick up, and he just pointed at a young man next to him and said, "he'll take care of you and walked away."
I told the worker what happened, and he looked confused. He looked at his PDA and said, "I'll have someone fill this order right away, you can go back to your car and wait".
I went back to my car at 3:15pm, and then at 3:59 pm, I stepped out again and flagged down a person hurrying back into the store after delivering curbside pick up. It happened to the be same person from the customer service counter that i spoke to almost an hour ago.
I was so shocked and told me to come inside with him.
He said that the order was marked, "Complete". So i guess had I not flagged anyone down, I could have been sitting in my car forever.
He wondered if someone mistakenly delivered the packages, but then ran to the shelving (where they hold groceries for curbside pickups) and started to find bags with stickers with my name on it. He ran around, filling the cart, and then brought the cart up to me. I was going to just leave, but he asked if I could wait and he said that he would like to go get a manager.
I waited another ten to fifteen minutes and I was about to go look for the worker to tell him that I do not need to talk to a manager and I just want to leave with my groceries. I then saw him running back to me with no manager. I asked him if it was something my wife and I screwed up on. He said, "No, this is incredibly rare, but someone marked, "Completed" on your order even thought it wasn't complete". He then apologized again and said that the manager wanted him to give me a $25 gift card. He then looked embarrassed, and said, "I know that $25 is no where near equal to the time I wasted, but we are very sorry".
Considering that none of this was this kid's fault, I accepted the card. He offered to bring the cart out to my car, and I politely refused and went to my car. While loading the groceries, I was pretty upset at this manager who apparently was too busy to deal with a "rare incident" of mistakes.
I contemplated walking back to the customer service counter, asking for the manager and then returning the gift card to him, but by this time it had been over an hour and a half since I got to the store, and I really did not want to stand at the customer service counter and wait another 10-15 minutes for them to get the manager.
My wife and I were so excited to have Wegmans come to Harrison as friends of ours from Rochester and Boston have sung praises about Wegmans. I know that the store in Harrison is a new location, but I think everyone that originally handled my order should be retrained, and I think the manager needs a training in customer service.
I would rate this possibly the worst grocery experience I have had, and while it is clearly a 1 out of 10, I would have to say that its a 3 out of 10 only because of the one worker who ran around like his hair was on fire to try to finish my order.
I would probably never use their curbside pickup again, and I seriously hope that this is an actual rare incident as I certainly will not be recommending their services to anyone. read more