Voilà By Sobeys/Safeway Grocery Delivery & Curbside Pickup

My overall rating

Lengthy review but… OOF… My grocery store stopped doing in-house delivery and partnered with Voila for deliveries, so I regrettably placed my first order with Voila recently and the experience was awful. 10/10 would not use their services...   +

Lengthy review but… OOF…

My grocery store stopped doing in-house delivery and partnered with Voila for deliveries, so I regrettably placed my first order with Voila recently and the experience was awful. 10/10 would not use their services again.

If you have other options other than voila, I would recommend using that other option. But if you still choose to use their services, hopefully it’s better than my experience lol.

What Happened:

For starters, the delivery driver couldn’t figure out where I lived and couldn’t understand my explanation of being a big APARTMENT building at the very corner of the street and was hard to miss. They kept requesting to turn the light on outside of my “house” it ended up taking them 20 minutes to figure it out…

Then they didn’t want to actually deliver to my door and was shouting in the hallways late at night.

Then I had a big chunk of my order missing & ended up with a few items that belonged to someone else…

After speaking to customer service they said the items are scanned before delivery and as long as the items I purchased weren’t scanned then I could get a refund for those items. Which if they go by that logic, then the person that ordered their items that I received instead would still be charged for the items they never even received and vice versa… They ended up agreeing to refund me for my missing items and offered to give me a code to use for my next order with them. (Yeah right lol) I went ahead and asked what the refund would be (as I like to make sure we’re on the same page) and was told they didn’t know since they had to manually do it.

But to top it all off… They sent me an invoice of my post delivery then another email with the refund details and I noticed refund email to be off, so I went ahead and compared and EVERY item I was refunded, they refunded less than what I actually paid per item… E.g. chicken breast $13.00 refunded $10.00 lol.

I emailed customer service with screenshots of both emails explaining if I paid $X.XX for an item that I never received then I should get the exact same amount I paid for back… They apologized and refunded me the difference.

Overall:

Customer service representatives were nice.

If the drivers don’t know where they’re going, might be best to use a GPS for some guidance.

The shouting in my building late at night was very unprofessional. They had my number, they should have at least called me.

I shouldn’t have to email customer support explaining the refund amount issue. Though I feel like this was intentional.. Makes me wonder if they do this often in hopes of not getting caught and making a profit. If it was one item, okay sure. Mistakes happen. But not with every single item?    -