Tag Archives: home delivery service

Customer Service Failure: Vons

Last weekend I received an email from Vons to get a free delivery from their home delivery service. Since I was stuck working all weekend, I thought I’d save some time and take them up on their offer. I have used their service before when I was unable to make it to the store. Once I went to their website I quickly remembered how slow and difficult using their site is. The following is what I wrote them:

“I’m writing about your shopping online. To save some time I thought I would make an order (not my first time). But it took so long and was so frustrating that I gave up. It would be faster just to drive to the store.

I’m a software developer and know that you are using a framework that is no longer supported and has been out of date for over 10 years!

I might use it when I have to (such as recovering from surgery) but won’t for anything else.”

Here is their reply:

“We apologize for the delay in responding to your e-mail. 

Thank you for providing us with the error message you received. Our records do indicate that we were experiencing web site technical difficulties at the time you reported this issue and the matter has been resolved. ”

What? I don’t think anyone actually read my comment. This sounds like an automated response. I don’t think they have a clue on what customer service is at all! The issue is not “technical difficulties” at all, it’s the crappy website design using a framework that has not been used for over 13 years! Hire a new CTO Vons!!!

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