Peapod

The people who set up the delivery of the order, have no idea the City the delivery is being made in. This made every delivery I received two hours later than the delivery times chosen by me. I usually chose delivery times between 6 - 8pm, when I was working, which meant that I would be home from work in time for delivery. However I had wait till after 1030pm. According to the drivers it was due to traffic, since they had deliveries all over New York City going to the North and then the next delivery is all the way south; or on the east side then back to the end of the west side, due to bad planning by the Office planning these deliveries. These Grand Pubas need to get good maps of the Cities they are delivering in, and not depend only on Zip codes (New York City zip codes are not an excellent maps to follow - ******* is in midtown - W42nd Street, whereas ******* -******* are in Uptown - W168th Street to W220th Street ******* is around W200th Street) Use City Maps not Zip Codes - look at Street situations not only the zips.

I just had my first Peapod experience, & overall, I was disappointed.
I am a regular Stop & Shop Customer & expected to be able to order anything Stop & Shop carries- after all, they have my shopping history & card info. I especially expected S&S brands. However, many S&S brands aren't available at all; some are only available in certain types or quantities (for example, I could get S&S sliced Swiss Cheese, but not the thin-sliced, which I far prefer. I couldn't get their Companion Animal products at all, & wanted the wee-wee pads). I tried the "request an item" option, but after getting no reply, when I called, was told that, although they are owned by the same company, Peapod & S&S are separate & it can take months to get an item you request, if at all.
Anyway, I managed to put together the minimum $60 order. That was hard as a single person- they really should offer an option to deliver a smaller order, even at a higher price. I picked the 11-1 delivery window. I kept getting emails w/different times- some said 11-1, some 7-1. To be clear, I only used the service because I just had surgery on my leg, so I'm home-bound. Being at home wasn't an issue, but I needed to be sure I could get to the door. I finally got a text at 1:25 that I was "next," but traffic could affect times. My delivery came a little after 1:30, so technically 1/2 hour late.
The driver was very nice, even carrying my order all the way into the kitchen when he saw I was on crutches (& despite the fact I have 4 pets & Floors need vacuuming-for the same reason). But when I unpacked, I was missing an item. I immediately called. The very nasty "service" rep said that when they "shopped" that morning, it was out of stock. The policy is "if" they have a subst item, they have 1 subst. If that's sold out, they don't move to a 2nd or 3rd, they don't email or call to let the cust know & offer them a choice. The driver should have told me. When I checked the website, the most logical substitute was showing as available, but so was the item I ordered. They also wouldn't re-deliver 1 item, even when I said I was home-bound due to surgery & needed this item to give medicine to my pets. She just kept saying "anything else I can do?"
That's an awful policy. A phone call or email to the customer to say "this item is out of stock, do you want a substitute" would be 1000 times better. In my case, I need the item to give pet meds, but it could have been anything urgent. And to say they won't correct their own error by delivering one item is also really awful service. If as a company you make a mistake, you should make it right. Call the driver, tell him to pick up a substitute & drop it off. They are already on the road. Or, notify your customers before you send their orders out. It's really simple.
I wanted a great experience. Instead, I'm disappointed. And really glad this is a short-term problem for me.

Our order was scheduled for a window of two hours. After the window passed, we contacted Peapod and they said it was running late (we had to call to find this out) and would be to us within the hour. Another 90 minutes later, we called again and this time we were promised AGAIN within the hour. It showed up almost three hours later. Seven hours late by the end and they could not be bothered to notify us or do anything about it. We've been long-time customers. This is shameful. These are people's groceries. You need to notify people of hold ups.

Peapod is a super service. They have a wide range of products including a branded product that's great for stocking up on staples. In 3 1/2 years I have never had a major issue with this company. The drivers are the friendliest people imaginable. Any small issue with a missing item has always been dealt with one point of contact, no arguments or long explanations necessary. Lots of promotions so you can usually get free delivery. Even in the dead of Winter when the walkways are tundras of snow and ice... the Peapod guys make it through with your order. That's five star service to me.

They do not have an inventory management system. That means partial orders are standard. I got fed up with this when I received another partial delivery today. I did not accept the order. Peapod called me right away because they were not happy. Turns out it was my fault because I did not call them to complain every time I got a partial orde. My mistake I guess. Their ONLY job is to deliver groceries and they cannot do it reliably. Don't waste your time with them. Place your order with Instacart. They deliver in 2 hours rather than 2 days.

Peapod is a horrible service. Although it is convenient picking up your groceries and not having the shop, the way they packed the groceries cost more of your own time then just going grocery shopping on your own. I can't tell you how many times I've picked up my grocery and had chicken juice leaking all over the bags and all over my car and all over my house. One time my kids even got into it which even worse. Bottles and products are always broken and defective. These people clearly do not know what they're doing and need to seriously shape up. It's unfortunate since it is such a good service but poorly implemented. I highly recommend people to stay away from this, or you will probably waste more time than it save you.

I used to love Peapod--who doesn't want groceries delivered their door? But they have some problems. Firstly they don't operate everywhere so when I'm visiting my family I can't use them. Secondly, I've found the produce and vegetables to be not that fresh compared to a farmers market or even a Whole Foods. So I only really use them for non perishable groceries. But then I realized I could get a lot of that stuff from Amazon with Amazon Prime and that ended up being cheaper oftentimes. So Peapod is OK but it really needs to get better.