Business ProfileforEdwards Food Giant

there curb side service will take your order then your money and if you make changes it wants you to pay twice then if you cancel the order they drag there feet refunding you and i called there corp office only to get chewed out by some young smart elic with personal issues

This customer placed an order on our online shopping site.   When you place an order, there is an estimated order amount and that amount is used to do a pre-authorization hold on the customers card.  If a customer adds additional items to their order prior to us starting to pick the order, the system adds the items to their shopping list.   When he added the items to the order, the credit card processor tried to do another pre-authorization hold for the value of the newly added items. When they tried to add the new items, the customer no longer had enough money in his bank account to cover the new authorized amount, so we had an order with no money to pay for it. Our online shopping supervisor was out at a doctors appointment but told the store clerk to let the customer know we could fix it as soon as he got back to the office and then we could release the order to the customer. He told our clerk that he would be back in the office in about 10 minutes to take a look at it. She told him that it was only an item or two that was added and was only around a $5 difference.

Based on his comments from his 2nd call to our offices, the customer thought we were trying to charge him twice for the groceries.

Our online Supervisor then reached out to the the customer and asked how he was doing and he was pretty upset.  We tried to explain to him that it was not an issue with the app, explained how the card authorization works, and explained why we had to get a new authorization amount when he added new items. After that call, the customer called the shopping clerk at the store and said he wanted to cancel his order. We tried to communicate with the customer over the weekend and explain that the refund could take up to three business days to show on his account. We also explained to him that we do not receive funds from the payment processor until an order is completed, so we were not withholding money from him. 

We never, at any point, received any funds from this transaction and pre-authorization hold initiated by the 3rd party card processor has been released.  We will gladly visit with the customer again to see if there is anything we can do to make this right.