FreshDirect: Grocery Delivery 17+

The only online grocery shopping I use

Years ago in Manhattan, some young people dressed in "Fresh Direct" aprons
stopped me on the street to take a poll and asked if I would ever order groceries online to be delivered. I said to them , "I don't think I would ever need to do that!" Fast forward years down the line. I have been using Fresh Direct for a while whenever I'm too busy to shop in person and especially during Covid. I recently had an injury which has kept me homebound. Fresh Direct is the only way to go. It is the only online shopping I use and I know there are a lot of them out there. It's easy to navigate and you can get a delivery within 24 hours of ordering sometimes even sooner than that. I highly recommend !

Developer Response ,

It is delightful to hear such positive words and it’s always a pleasure to serve our customers. -CS

Delayed twice and poor customer support

My order has been delayed twice and that’s totally ok in light of the current circumstances, but give people a head’s up please. Both times they were delayed, it was very late and last minute. Now, I’m trying to determine whether or not to wait for my order (which could get here very late and it’s already almost 10pm) or reschedule or cancel, but since I can’t talk to a customer rep, I used the automated customer service option. It asks for my order number. I retrieve it via the app, and when I get back to the automated customer service line, I find that it’s hung up on me. I try to cancel via SMS; it gave me no confirmation so I’m not sure whether it’s coming or not. I call the service line again, type in the order number, but it won’t accept it. It just tells me over and over again to type it in, even though I already have - multiple times. Also, product availability is inaccurate. If I select a product, add it to cart, and pay for it, I expect to get it. If I’m in a grocery store, put something in my cart and get in line at the cashier, I wouldn’t expect one of the grocery store employees to take an item out of my cart and give it to another customer. Really frustrating CX overall.

New app design is terrible

I don’t know how this new app design got approved. It is terrible! The main menu at the bottom takes so much effort to expand and sometimes doesn’t expand at all which means you can’t navigate within the app unless you use the search bar. Every single section has grouping upon grouping upon grouping. Why is it that when I click on beverages —> juice & fruit drinks: view all, I am not shown all the juice & fruit drinks on one page but I am redirected to another page with TWELVE individual groups that I have to click individually. This happens on every single page of the app. Everything is so horribly nested that it’s a chore looking at each category. Unless you know exactly what you’re looking for and use the search bar, don’t bother browsing. Not to mention the lag time to load all the products as you scroll down the page, the older version of the app did not have this issue. I have been a FreshDirect customer since 2002 and am a deliverypass user but I don’t think I’ll be renewing my membership. I’d just rather go to a grocery store now as my blood pressure goes up as soon as I open this app.

Developer Response ,

We are so sorry for the frustration you are experiencing with the category nesting on the app. This is not the kind of customer experience we wish to offer. Could you write us with details of the issue and screenshots at customerchampions@freshdirect.com? ~HP