盒马 - 鲜美生‪活‬ 17+

This app and service changed my life in Shanghai. Amazing service, quick delivery and good products. Been using it for months and never had an issue.

The accuracy of delivery needs to be improved. I used the service for about 3 months and at least 3 times a week on average. I’d say 30% of time I received package with missing items. And 20-30% the delivery is not on time. What really annoyed me today is the App itself. I can do promotion cart for several days and today I finally reached out to customer service asking for their help. After 45-50min the problem is not solved and they are asking for tons of questions: down to the version of my phone, my location etc. it’s really frustrating!

Improvements need to be made to make things simpler and easier for customers.

I ordered groceries from this app today. The order was supposed to arrive between 12 and 1 PM. The delivery driver contacted me at 1:30 to say he had just delivered my items. I went downstairs to collect them and they were nowhere to be found so I called him. He said he delivered them to the wrong address. He didn’t try to bring me my items until three hours later. He said it will be fine because he thinks the weather is it hot enough for my items to have spoiled. Customer service is giving me the runaround for over two hours, refusing to refund my money because they think I’m lying.