ComplaintsforSobeys (HO)
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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I RECEIVED MY GROCERY ORDER LATE. MY ORIGINAL DELIVERY WINDOW FOR DELIVERY IS BETWEEN 16OO HOURS TO 1700 HOURS, ****** **** *******. THE DRIVER ONLY DELIVERED 3 BAGS OF ITEMS, AND I WAS CHARGED FOR 6 BAGS. ALSO, THERE WERE 5 MISSING GROCERY ITEMS FROM THE ORIGINAL ORDER. I PROMPTLY CONTACTED SOBEYS CUSTOMER SERVICE DEPT, AFTER A 20-MINUTE WAIT TIME I WAS CONNECTED TO CSR AGENT *****. I INFORMED CSR REP ***** OF THE 5 MISSING ITEMS, AND HE TOLD ME IN AN HOUR FROM 17:40 PM (THAT WOULD BE 18:40PM ) I SHOULD RECEIVE A CONFIRMATION EMAIL OF THE REFUND OF THE MISSING ITEMS. I THEREFORE EXPLAINED THAT THE DRIVER ARRIVED LATE AND I REQUESTED MY DELIVERY FEE TO BE REFUNDED AS WELL. AND ***** ALSO PROMISED A SEPARATE EMAIL SENT AND HE WILL ADMINISTER/ REFUND THE DELIVERY FEE. AN HOUR HAS PASSED AND I HAVE NOT RECEIVED A CONFIRMATION EMAIL FOR THE REFUNDS OF THE 5 MISSING ITEMS AND THE DELIVERY FEE CHARGE.Business response
20/07/2023
Thank you for bringing this to our attention. I have confirmed with our **************** team that they will contact you directly to make it right in the coming days. We do apologize you had a negative experience and look forward to reaching a satisfactory resolution with you directly. We thank you for your continued loyalty to Sobeys.Customer response
20/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
06/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently made a purchase through Voila, the online shopping side of Sobeys. I ordered one item, a frozen turkey weighing between ****kg and charged by weight. The order was placed on 2 December 2022 for pickup at the store on 5 December 2022. When I showed up to pick up the item I was informed that the size I wanted was not available and that the next size down could be substituted and would only be charged for the smaller turkey. I accepted the smaller turkey and was quoted a price of $54.92. This included a $3 delivery charge for an item I was picking up. I paid by **** Debit. When I checked my bank account, I discovered I was charged $73.57. I called them and they said the difference would be refunded over the next few days, but I was curious how they arrived at a weight for me to be charged, if they didn't have any of that size in stock. I mentioned the delivery charge because I didn't have the item delivered and if it was for pickup, and it was clearly posted on the site that pickup is free for the month of December. This just leaves so many questions.Business response
22/12/2022
Thank you for forwarding this message to us. I have confirmed with our customer care team that they will contact the customer directly to make it right in the next day or two. We do apologize this customer had a negative experience and look forward to reaching a satisfactory resolution with him directly.
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.