Cindi

Dec 16, 2022

I had been a customer for almost a year…

I had been a customer for almost a year and had never had any problems with deliveries from Giant Direct online,and I hadn't used them for a few months until I placed a larger order than I had in the past. Giant Direct never delivered my $700 order their site said delivered so I asked a woman at customer service why is your site saying it was delivered when nobody called me and it wasn't delivered she claimed the driver was on his way and that I'm # 13 and he's at # 10 now and he would be here at 10 PM. At 10:30 PM I got a call from a woman who said in a not nice way, that the driver can't find my place and that he's at 9803. So I said this has never happened before, and she said it's a new driver, they have different drivers all the time. I told her to tell him that my building is the A side of the 98** building across from the car dealership, so she said what I said. I thought that he must have delivered my large order to the wrong address, probably 9803 Many blocks away! But a customer service agent told me he didn't deliver my order at all and the site was saying this because of a technical issue. I used my debit card for a few things too, I got some on sale with online coupons. I'm hungry I didn't eat anything tonight because I was going to eat some of the food delivered. I also gave the delivery driver an online tip of $20 as I always do with large orders and I payed about $5 for the delivery charge strangely so far I don't have any email from the billing department and they usually send me emails soon after my order with the billing charges. I have written instructions on my account for the delivery driver to always call me 5 minutes before they arrive so I can put a bag between the outside building so they can come inside because the intercoms have been broken for years and my apartment manger and maintenance refuses to fix it. I deserve and want my money back their Giant Direct site then somewhat later also claims in the section of their site that lets you know that your order has been prepared,packed,on it's way, that my order was delivered at 10:16 PM I even went Downstairs at 11:30 pm and Looked Outside The Front and back doors but there was nothing there! They gave me a refund after I called and complained, I had sent emails the first night ( I did again after this just happened again) this happened on December 14,2022 to people in top positions to contact but so far they never replied. I told a customer service agent that I was afraid this would happen again,and unbelievably it did the very next night with a different delivery driver! It was 10:30 PM I had Been waiting for my delivery but nobody called me but their site once again like the night before falsely claimed my order was delivered at 10:10 PM! Just like the night before, I checked off and on to see how close the driver was to delivering my order,and once again it said my items were packaged and prepared, then later that it was on it's way,and it said around 10 PM that the driver was 4 stops away from me and said it was going to be delivered at 10 PM. I didn't order any lettuce because I expected them to deliver my order this next night even more so after I complained about what they did the first night. And I didn't eat anything or defrost anything to cook again either and I was hungry again. I deserve and demand another refund, and after this I want to cancel my account and never do any business with them again.They also didn't substitute several items even though some were available and I had allow substitutions set to on,on my account and the order the second night that never arrived just like the first night last minute said online that they were out of stock of several items that they could have substituted like deli low salt chicken,and cherry tomatoes. When I called and said to the customer service agent,they aren't giving me any tomatoes are they and she said no, and said she doesn't understand why they didn't substitute when there are a lot of other tomatoes and I said I can't afford to keep paying for new delivery charges,and she said she would give me credit for a free delivery for another order. I had to order deli chicken and tomatoes from another online store and pay a $5 service fee and a $ 10 tip,but I didn't order any lettuce or bread for the deli chicken that night because I expected Giant to deliver my order and not do again what they did the night before! Since then I have had several nice helpful delivery guys I really hope it stays this way and I gave them the $20 tip I always do.