Contact FreshDirect Support

My order has been delayed twice and that’s totally ok in light of the current circumstances, but give people a head’s up please. Both times they were delayed, it was very late and last minute. Now, I’m trying to determine whether or not to wait for my order (which could get here very late and it’s already almost 10pm) or reschedule or cancel, but since I can’t talk to a customer rep, I used the automated customer service option. It asks for my order number. I retrieve it via the app, and when I get back to the automated customer service line, I find that it’s hung up on me. I try to cancel via SMS; it gave me no confirmation so I’m not sure whether it’s coming or not. I call the service line again, type in the order number, but it won’t accept it. It just tells me over and over again to type it in, even though I already have - multiple times. Also, product availability is inaccurate. If I select a product, add it to cart, and pay for it, I expect to get it. If I’m in a grocery store, put something in my cart and get in line at the cashier, I wouldn’t expect one of the grocery store employees to take an item out of my cart and give it to another customer. Really frustrating CX overall.

After getting numerous flyers in the mail with coupons, I decided to try out this app. The earliest delivery was 5 days from my order date- which is fine considering Covid and the weather. But when my delivery arrived 5 days later, half of the order was missing. I reached out to customer service and they notified me that the second bag was lost and that I couldn’t get the rest of mt groceries delivered without paying an additional delivery fee. Then I was only offered credit for my missing items, even though I will clearly not be using this app again. Now I am waiting to see if I can be refunded, but seems like there are no promises. There are other better grocery delivery apps out there- don’t waste your time or money on this one.

It’s hard to believe that an e-commerce site would launch an app that is as awful as this new version. When I try to select an item to put in my basket, the app tells me I’m not connected to the internet (I am). The pictures of the products won’t load, or, if they do, they are not consistent with the product description. Most importantly, there is no way in the app to search my entire order history, which is the primary way that I shop. I have been a consumer of FreshDirect for almost 20 years and do 99% of my grocery shopping here. I still think the product breadth and quality is great, but the new app has me seriously considering a change to another service.