Ardie S.
Yelp
A few things have changed with Wheatsville's service recently. I'm not changing my stars, but I thought it helpful to write a quick update to my earlier review.
Their incredible near-concierge-level curbside service continues, but it is now subject to a 3% upcharge. That in and of itself is unremarkable. It's really a pittance to pay for the incredibly kind and terrific service you receive, including same day pickup for far less than their competitors. But there's a catch to the story. If an item is deleted from your cart for a store-related reason (say, out-of-stock), the charge doesn't correct itself. You get stuck with the charge for what you _intended_ to buy.
I pointed this out several times to staff members during the order/pickup process, and they each told me not to worry: it would recalculate automatically when the tab was closed. Well, guess what? That didn't happen. A follow-up text message went unanswered as well. Luckily, I had a subsequent purchase a couple of days later for exactly the same amount, and I was able to get credited for the difference. But I shouldn't have had to work this hard at it. I don't mind the fee, just make it accurately reflect what I actually bought.
However, in that same order for a case of energy bars, I was denied the case 10% discount. It was a regularly stocked item, and I received the case discount on a different flavor of the identical item two days prior. I simply asked them to bring in an unopened box because they were out-of-stock on the item. In this case, I was told it was a "basics" item and the discount did not apply. That's odd, because the case discount was clearly labeled on the curbside description of the item online. Almost bait-and-switch if you ask me. Same item was over $3 less at H-E-B; I was only asking them to honor their posted discount and meet me halfway.
And that's what's a little troubling lately about my favorite organic foods store. Everyone I've worked with in curbside is attentive, kind, and super-friendly, almost over the top so. At the same time, the member-owners see too much internal disorganization and lack of communication between staff members. For example, if I place and pay for an order online for an item that's out-of-stock, I shouldn't be shuffled between curbside hospitality, front service desk, and back to hospitality when the item arrives. That should be seamless to me--especially when I indicate in writing during the order that I'm willing to wait for the complete order to come in. This situation plus inconsistency in published pricing puts a taint on the otherwise excellent experience of shopping at Wheatsville. It's still Neatsville, just with added speed bumps that can be somewhat jarring at times.
