Atlantic Superstore review: Delivery / customer service

I started on this journey with an issue on a delivery transaction. Now it is so much more than that. I've been trapped in an endless loop of trying to find someone to hear me. Making calls only to be shrugged off and given the same email address that goes nowhere. I write emails anyway, but they just get rejected by your system. I'm putting one of the threads below, but honestly I am so disappointed in this experience that I can't believe I've been a loyal customer for so long. I have over a million points that I don't even want to use now. I know that doesn't matter on your end because there is no financial benefit for the stores, but you've spent millions of dollars to develop loyal customers only to have your customer service training and practices fail.

That's all.

Lara Cassidy

Hello,

I was told by my Atlantic Superstore on Chain Lake Dr. to send a note to [protected]@pcexpress.ca. I did just that and it came back to me with the below. I found your email address online.

Could you please see my notes below and get back to me with your thoughts on if you feel this customer service is acceptable?

I know I sound sarcastic here, but I’m not being so. I’m being genuine. I find this situation has left me feeling so let down from a shop that I choose regularly to spend my earnings at, that I need to know that I have not been so wrong to do so.

I’ll look forward to hearing from you soon.

Lara

Begin forwarded message:

From: Lara Cassidy

Subject: I'm dumbfounded

Date: September 21, 2023 at 7:46:28 PM ADT

To: [protected]@pcexpress.ca

Hello,

I sent the below email looking for an answer. Instead I received this:

Ticket (#324726) has already been closed. This new request will not be actioned.

Please send a new email to [protected]@pcexpress.ca to raise a new ticket.

This is NOT GOOD CUSTOMER SERVICE.

Would like to hear from someone with at the very least an apology, but more than that - I would like to be compensated for my missing items.

Lara

Begin forwarded message:

From: Lara Cassidy

Subject: Order gone wrong!

Date: September 21, 2023 at 4:18:52 PM ADT

To: [protected]@pcexpress.ca

To whom it may concern,

I wanted to write you a note to explain the situation I encountered with my delivery order yesterday.

First, let me say that it was my first time using PC delivery - and I suspect my last.

I was in a unique situation yesterday where I found out I had surprise guests showing up at my home at 5:00pm, but I am temporarily incapacitated and unable to walk any distance or lift any weight. I had a moment of brilliance and decided to order groceries as I haven’t been able to shop and had very little in my cupboards.

Communication from the shop was good except for a note I received that some of the items I ordered were unavailable and would be replaced with a selection of my choice. I didn’t want the replacements, but there was no way to 'reject all'. No matter, I wrote a note in the ‘notes’ section.

My order was due between 5:00 and 6:00 pm. At 6:05pm I received a call saying that the driver had delivered my order to the wrong address in a different building nearby. The person at that address called the store to notify them.

I was then given the choice of going to get my groceries from that building or waiting until sometime the next day to receive my order. Neither good options. When I expressed this wasn’t really acceptable, I was basically told “too bad”. The store doesn’t pull orders after 5:00pm and it wasn’t their fault because they have no control over the Skip The Dishes drivers.

Thankfully, one of my guests arrived during the call, took over the situation and went to get the groceries for me, but when she arrived back several items were missing that I was billed for.

I was very surprised that:

a) Skip The Dishes was the delivery service as there is no mention of this when ordering.

b) PC Express at the store had no accountability and could not offer any workable solution.

c) The attitude that I was met with - that it was basically my problem and no-one was going to help me.

d) There was no type of follow up to see if everything was in order once my groceries were retrieved. Especially as it wasn’t.

As a very good customer, I feel completely let down.

Regards,

Lara Cassidy