I have been needing home delivery for about two years. The one I have been stuck with has been Von's/Safeway in Chino Hills, California. In just 4 deliveries I have had 16 mistakes. Mistakes where I was billed for items not received; billed incorrect amounts because discounts were ignored after I finalized the order with the discounts; I received items I never ordered; received 4 of an item when I ordered and paid for 10 item; missing the scheduled window time for delivery. The last two orders (a couples months apart) have been the most frustrating. I get a call saying my card did not accept the charge. When I call the bank to find out why they tell me my account was kicked out due to fraud protection. Today I received a call again saying my bank did not accept the charge. Sure enough the charge by Von's kicked my account into fraud protection. I was able to correct the problem and told that if the order was billed in the next 30 minutes they would make sure it went through. So about five minutes after Von's called me to say it wouldn't go through I called them back to have them re-bill my account. But they had already decided to cancel my order and could not do the order at all now.

I was not allowed to speak to the manager, Julie (her day off) or her boss (we don't know who her bass is). I was given two other numbers I could call. The first number was to a different Von's store in Corona. The second number was to online order customer service where I eventually spoke to a man named Robby who said it's the policy of the store that if there is any problem with billing at the time of billing then they cancel the order. No waiting 5 or 10 minutes for the problem (that the customer did not create) to be resolved by the customer. Robby could not tell me why this was sound business practice. Robby did offer to email his boss about my complaint. I was not allowed to know her name or phone number or anyone else above Robby.

Now I know that problems ... glitches ... are going to happen in a large business. I worked in customer service several years for a large company. But when that glitch in "normal protocals" happens a good customer service department is going to help the customer and not just say, oh welll, thats the way it goes.