Grocery Delivery Complaints Surge & Arizona Consumers are Fed Up

I tend to double-schedule myself at least twice a week. Between work, family, and, of course, making time for my dogs, I try to work smarter. When online grocery ordering and delivery became a thing, I couldn't get on board with the service fast enough.

I could restock my pantry and reclaim the hour or so spent ambling through the grocery store. It was a dream come true. Or so I thought.

The Downside of Grocery Delivery and Pick Up

Just like any service, there are organizations that excel in grocery selection and delivery, while others may need to reassess their business plan.

I order from Target at least once a week, and in all the years I've been doing this, I've only had an issue once. It was before they implemented their product substitution feature, and it happened very early on. I called the store, and they made it right with zero hassle.

Not every store has such a stellar record when it comes to online grocery shopping and delivery. However, I've noticed that adding third-party shoppers, such as Instacart, Shipt, and DoorDash, can make things even more complicated.

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What are the Biggest Online Delivery Complaints?

The biggest gripe Arizonans share online is missing or wrong items. One shopper reported that she had ordered oat milk but received cow's milk instead.

Another woman chose a head of iceberg lettuce, but got a head of cabbage instead. Using some very colorful language, she noted that they were not even remotely the same thing. The consensus seems to be that if you're ordering produce, you're taking a big chance with quality.

When I choose my fruits and vegetables in person, I look for ripeness, few blemishes, and I consider other factors like color, shape, weight, and size.

I suspect third-party shoppers are not so choosy. While I was in a grocery store the other day, a shopper pushed past me and grabbed the two avocados closest to him. He threw them in a bag so fast, there's no way he even looked at them. Would they have ticked any of the boxes on my list for quality? Who knows.

READ: How Social Media Feedback Affects Arizona's New Businesses

Why Substitutions are a Big Complaint

Substitutions are a constant sore spot for Arizona's grocery deliveries. There are some shoppers who go out of their way to connect with the consumer to make sure they're getting what they need.

Other shoppers seem to grab the first item they see, even if it doesn't make sense. Nilla Wafers and Oreos, for example, while both cookies, are not the same thing. Yet that's what one shopper reported receiving as a substitute.

Timing is another headache. Walmart and Instacart customers complain about late deliveries or sitting in pickup lanes way past their scheduled time slot. It's not just inconvenient, it’s miserable.

READ: Arizona Perfect Three Important Inventions

Resolving Issues

Between third-party deliveries, in-store shoppers, and staff, resolving problems isn't always smooth sailing, either.

Walmart shoppers have reported being shuffled between in-store staff and corporate support, according to Expert Beacon, and Instacart users have to file app complaints and hope for a refund or credit.

Safeway and Fry’s customers often discover their orders were fulfilled through Instacart, which means complaints bounce between the store and the app. That lack of accountability leaves people frustrated. As the shopper who received the cabbage put it after a sarcastic, online diatribe, "It makes me crazy, but at least I didn't have to do the shopping myself."

Just Do It Myself

So while grocery delivery is great for some things, Arizona shoppers know it’s risky for fresh produce or anything you’re selective about. Convenience is real, but so are the complaints. Sometimes it’s just faster to throw on my flip-flops and head to the store myself.