ComplaintsforRosie
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
04/14/22 On 03/27/22, Emailed ******************** Complaining about myself and on behalf of several **** **** Drivers who they contract with to deliver groceries to online customers in that I requested they update their 2019 website terms & conditions to add tobacco to the already alcohol mandated ID required. Explained that several **** **** Drivers before leaving the store or upon delivery ask me what type of Alcohol I purchased. I have to explain each and every time that the "alcohol" ID also applies to tobacco products and that tobacco is missing from the ********* agreement page to customer. Next in the email I asked rosieapp to reach out to ******** to resolve the software issues which causes all **** **** Drivers to not be able to get the system to accept my valid ID, resulting in them calling **** **** to clear it for delivery each and every single time. Lastly in my email to Rosieapp Support, I requested they create a support ticket# and email it to me with an estimated date of resolution. No Response. 2nd email attempt was 04/04/22, No Response. 3rd email attempt was 04/08/22, No Response yet they keep raising online prices all during the covid-19 pandemic so they can make a profit.Business response
05/24/2022
We are sorry for any confusion and frustration. We acknowledge that at this time, tobacco is not separated from the alcohol in regards to signing the Age Restricted Items agreement. This has been ticketed with our development team with no estimated date of completion. The problems with scanning the ID are not a problem with Rosie's software but has been submitted to ******** for their resolution. I have responded to this customer's email and will continue to work with our team to resolve these complaints. On the matter of pricing, Rosie does not control what the store charges for any products. Each retailer sets these prices and sends them to us daily. Delivery fees are determined by ********.Customer response
05/25/2022
Better Business Bureau: Rosie App needs to quickly and timely update the signage of their customer agreement to distinctly separate alcohol and tobacco items for delivery on the checkout page. This is already much late as it hasn't been revised since 2019. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ****** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.