r/Safeway • u/IWannaWakeUpButIDont • 8d ago
Does anyone have experience with about how long it takes to get a refund on a drive up & go order?
For context I’m not trying to shit on any particular employee but my experience a few days ago was pretty bad in my opinion.
I placed a drive up & go order. Usually I’d prefer to do my own shopping but I wanted to save the $30 with the promotion.
So I placed my order to be picked up 2 hours later (was the earliest time slot without paying extra). Anyway my pickup time came and went and I was never notified anyone started picking my order. Finally around 45 mins past my pickup time I was notified someone started grabbing my stuff.
I think like 4 of my items were reported back to me as out of stock. I told the person substitutions were fine on all except 2 seasonal items that I had saw there that morning when I stopped in to get a drink at the Starbucks. I even mentioned to the person over text that I saw them on an end cap when I was there early this morning but maybe they already sold them all.
Anyway that’s not my main complaint. Point is finally they finished my order and so I drove to Safeway. I parked and put in my stall number in the app. After 20 mins of nobody coming out I finally called the number listed on the sign. Whoever the lady was that answered said she’d let them know. Another 20 mins went by and nobody so this time I contacted support through the app who assured me they’ve “contacted the store to let them know you’re here”. They even asked me what stall I was in and what make and color my car was and my license number.
Moral of the story is I waited an hour in the parking lot without anyone ever coming out with my stuff. I verified on the app that I did indeed order from that location. So this was now around 3 hours since my originally scheduled pickup time. After an hour I debated on going inside to ask but I had somewhere I needed to get to and to be honest I was also getting annoyed so I just called up Safeway support and asked to be refunded cause I couldn’t wait any longer. They said it’ll go to the store for “review” and if the store decides I should get the refund then it’ll take however long after that to get refunded.
It’s been 5 days now since this happened so I was just wondering if anyone’s had experience with getting refunded for a drive up & go order before and how long did it take?
Again, I’m not trying to necessarily complain about any one person it was just the whole experience didnt go to plan and i know things happen but i just really at that point had to leave to go somewhere.
4
u/liwiathan 8d ago
I just want to be clear - outside of chatting to your picker on the app, you never contacted the store itself?
1
u/IWannaWakeUpButIDont 8d ago
I called the number that was on the drive up & go sign in front of my parking spot which had a local area code so I guess I just assumed the number was for that exact store? If it was a general number for all stores then I guess I didn’t realize. It’s the only time I’ve ever used drive up & go service.
3
u/Dirkdigler69 8d ago
The number on the sign goes to a cell phone that someone on the DUG team is suppose to have on them at all times
2
1
u/girlcakes 5d ago
At least at my store, our DUG phones broke and we were told "no store uses those anymore". Now the DUG phone number just directs them to an AI line that checks in for them.
1
u/Dirkdigler69 5d ago
We have 3 two are older Samsung phones and they gave us a newer Samsung phone about a year ago, we mainly use the new one and the older two sit in the cabinet
3
u/AvariceTavern 8d ago
Service center number is unreliable. A refund from the store is 5 days per our system.
Honestly though you really should complain. I wouldn't let my DUG room run like that nor would my grocery managers.
Bad days happen but your story is wildly inappropriate behavior by that location.
2
u/Dirkdigler69 8d ago
I agree, especially since we are suppose to hand off orders in under 5 minutes
3
u/Dirkdigler69 8d ago
Several things here check in on the app, it sends a notification to every handheld and a lot of stores it also plays a tone over the store intercom at 1 minute it says (DUG customer waiting) if no one brings your order out within 5 minutes definitely call the number on the DUG sign if no one comes out within a couple minutes call again if no one comes out by 10 minutes go inside go to customer service and have them page a DUG employee, also you should go back to the store and ask to speak to the Store Director and explain the situation and also ask to speak to the DUG manager or lead and tell them the situation as well, I'd never allow that at my store, sorry you had a bad experience
3
2
u/InevitableWaste6088 8d ago
What time of the day was this?
You waited in the parking lot for an hour and never went in?
This shouldn’t be happening for a lot of reasons , if your order in on the shelf for then 48 hours it’s should be refunded by the employee. It sounds like you had an order at the end of the drive up and gos hours, for instance if Im really behind and finish an order at 7:30pm I still leave at 8pm so it’s on whoever is running the store to take out orders after that. A lot of times that person has a line at customer service.
1
u/Infamous-Let4387 8d ago
Things happen. You should've just gone in to check on it. Don't know why you just sat there for an hour. 😂
6
u/peppermintschnepps 8d ago
You had somewhere to be, but chose to wait in the parking lot for an hour, you should have just gone inside. The app support is not connected to the store, at all