Customers are reporting problems with substitutions in online orders at grocery stores, as 15 percent of products listed on U.S. online ordering services are actually out of stock, nearly double the rate in stores, according to the Grocery Manufacturers Association, reports The Wall Street Journal. Many grocers don't have technology that can readily track inventory in real-time, meaning items listed as available online often aren't in the nearest stores, while employees and computers often aren't equipped to suggest suitable substitutions.
One customer at Whole Foods Market describes her experience receiving unexpected substitutions, such as jalapeño cheese bread instead of sourdough, decaf coffee rather than whole roasted coffee beans, and celery instead of celery root. "The substitutions are downright bizarre," she says. "It's frustrating."
Target and Instacart invested in technology to limit out-of-stocks online and improve customer satisfaction, while Amazon says Whole Foods workers are there to help delivery shoppers, and some are now assembling orders themselves. "We'll continue to listen to customer feedback and find even more ways to innovate on this important part of the customer experience," says an Amazon spokeswoman. Full Story
Related: Consumers Blame Issues on Both Restaurant, Delivery App; Specialty Food Maker: Special Delivery: Third Parties at Your Service.
from Specialty Food News https://ift.tt/2TxPdgn
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