Brandi S.
Yelp
They need to rotate the people working at the customer service counter because their current customer service team really sucks.
Today was my first time ordering grocery items for pick up at Whole Foods. I ordered four 6 packs of tasty bite Indian food. That's 24 individual packs.
Tell me why when I show up for pick up they handed me 4 individual packs of tasty bite.
At first the employees were baseline (barely) nice and polite, but when I pointed out that I was given the wrong item, they simply said we don't have your item in stock so we had to switch it.
Number one, I specifically indicated in the app that I didn't want any substitutions. So why am I even here? Number two, in what world do you think it's appropriate to substitute four 6 packs with 4 singles?
They just looked at me with a blank stare, very much giving "This is not my problem" like it was completely appropriate to give me four packs of food when I bought 24.
I pointed out that even if they did do a substitution, they're handing me four single packs and I purchased 24. They looked at me like I was annoying and just repeated they don't sell six packs so they had to substitute.
What really turned me off about this whole thing was the shitty interaction with Customer Service. I can understand a website glitch, but they were basically acting like this was somehow my fault.
I wasn't even being rude, I was just trying to understand how this can happen and what the rational behind giving me 4 singles was.
They treated me like I was an idiot because I didn't understand they didn't have the six packs in stock.
I was trying to return them because obviously I don't want this, and after a bunch of back-and-forth when none of us could figure out how to get the item returned in the app, I finally asked for the manager. The lady at Customer Service quickly told me the manager wouldn't know how to do a return in the app. I was really just done with this whole scenario and wanted to get out of there so I asked for the manager anyways.
Manager shows up, she was super nice, helped me figure out how to return the items in the app in about 30 seconds and I was out of there. Briefly acknowledges, yeah, it's weird you were handed 4 singles when you were expecting 24.
Look, I know the employees are not in control of Whole Foods stock. I also understand they are not control of whether or not items sold on the website are actually in their store. What you are responsible for is showing bare minimum curtesy and situational awareness. Obviously if you're handing me 4 pouches and I ordered 24, I'm going to be confused. Repeatedly saying you don't have the 6 packs in stock like handing me 4 singles is completely acceptable is weird.
It would've taken about 20 seconds worth of energy to say " I understand four individual packs when you order 24 isn't right and I'm sorry for the mixup."
How you can have such wildly unhelpful people at a customer service desk is beyond me!