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Peapod, LLC

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Phone: (847) 550-4520 Fax: (888) 492-0040 View Additional Phone Numbers 9933 Woods Dr, Skokie, IL 60077 View Additional Email Addresses

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Founded in 1989 by brothers Andrew and Thomas Parkinson, Peapod has grown from a small, family-run shopping and delivery service in Illinois to America's leading Internet grocer, delivering more than 23 million orders across 24 U.S. markets.  Peapod is wholly owned subsidiary of international food provider Royal Ahold, and works in partnership with Ahold USA supermarket companies Stop & Shop, Giant Food Stores (Giant-Carlisle) and Giant Food (Giant-Landover).  Most customers can place orders up to seven days a week for delivery as soon as next-day, or up to two weeks in advance. When they choose a day, they choose a minimum two hour window that is convenient for them.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Peapod, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Peapod, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 36 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

36 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 5
Delivery Issues 6
Guarantee/Warranty Issues 1
Problems with Product/Service 19
Total Closed Complaints 36

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Peapod, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: March 27, 1997 Business started: 07/05/1990 in IL Business started locally: 07/05/1990 Business incorporated 08/26/2003 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Jennifer Carr Smith, CEO Ms. Trish Frisby, Senior Manager Customer Care
Contact Information
Principal: Ms. Jennifer Carr Smith, CEO
Principal: Ms. Trish Frisby, Senior Manager Customer Care
Business Category

Food Products Grocers - Retail Pet Supplies & Foods - Retail Internet Shopping Delivery Service Beauty Supplies & Equipment All Other Specialty Food Stores (NAICS: 445299)

Method(s) of Payment
Peapod offers several ways to pay for your groceries. The easiest and most convenient payment option is Peapod Direct Check, which automatically debits your grocery payment from your checking account.  You can also pay for your groceries with a Peapod Gift Card or credit card. Peapod accepts Discover, Visa, MasterCard and American Express, as well as ATM or bank cards with a Visa or MasterCard logo. For driver security, we do not accept cash.
Alternate Business Names
Additional Information

In order to become a customer of Peapod, it is necessary to do it over the internet.

Customer Review Rating plus BBB Rating Summary

Peapod, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1325 Ensell Rd

    Lake Zurich, IL 60047

  • 580 Capital Dr

    Lake Zurich, IL 60047 (847) 550-4520

  • 9933 Woods Dr

    Skokie, IL 60077


    1020A Airport 100 Way

    Hanover, MD 21076


    Distribution Warehouse
    211 Edison Park Drive

    Gaithersburg, MD 20879


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/9/2016 Problems with Product/Service
7/9/2016 Billing/Collection Issues
7/8/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased an Electronic Gift Card from PEAPOD for my sister of a $100.00 value. She can not use it unless she gives Peapod HER credit card information. They wont give me a refund. And she can't use it. The card is paid for with MY credit card information. This is scammy, criminal, white collar, capitalistic thug behavior.

Desired Settlement: They have two choices. 1. REFUND ME MY MONEY OR 2. Let my sister use the eCard without submitting her credit card information.

Business Response: To receive a refund for the Peapod e-gift card you purchased, please contact the e-gift card support team at ************.   As noted on our website,  even if you choose to purchase your groceries by checking account or gift card, we also require a credit card to establish your Peapod account and as a payment guarantee.  We apologize for any inconvenience you have experienced.  

7/8/2016 Problems with Product/Service | Complaint Details Unavailable
6/30/2016 Billing/Collection Issues | Complaint Details Unavailable
4/21/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: On March 18, 2016 I placed an order with Peapod that was to be delivered on March 19th between 11-2pm. At 3pm, I contacted customer service because I had not received it yet. I was told it was on its way. I made several more calls but always received the same answer until I spoke to ***** (mgr) at about 9:30 that evening. She told me that the order had been delivered to the wrong address. She offered a $50 discount and to refund the delivery fee for the trouble plus the order would be re-pulled and delivered the next day between 3-5. I went online, added a few things I had forgotten and this changed my delivery time to 4-11. At 9pm the next day my order arrives, but the discount ***** mentions is not reflected on the bill. I call and get ****** (mgr) because ***** is not working. I explain the situation and am told the discount will be applied when I am billed. On March 23rd, my bank account is billed $420 (full price of the order) and $249(no clue what this was). I call once again and get ******* He talks to billing and tells me that they will issue a refund for the $249 and the $58.95 credit that day. No credit is issued. Two days later the credit finally comes in to the bank (I'm positive it took 2 days because my husband works there). On April 11, my father receives his credit card statement with a charge for the same $249 plus $30. I call and get ***** (mgr) and she tells me that the $249 was the amount of the order that got delivered to the wrong address that should never have been charged to anyone BUT it got charged to my bank account first and when we put a stop on it (because the credit didn't show) they charged any account they had on file (my father's card was used on my account ONCE when he bought us groceries TWO years ago after a power outage to replace the food that had spoiled). ***** offered no resolution and no apology. Her main concern seemed to be correcting MY conduct in the face of dealing with a month long hassle OVER GROCERIES.

Desired Settlement: 1) I want a refund of the $30 I had to pay to stop payment on the charges they made to my account because I had no choice but to place a stop on it. The bank had the amount pending and would have returned other legitimate charges if I had let it go through. 2) I want a refund of the $280 charges made to my father's credit card. His card should have never been used. I deleted from my account after the order that he bought us and had my information in there ONLY. They had no right to pull his number and use it. 3) I want ALL of my information removed from the peapod system FOR GOOD. I will no longer be using their services and never want a phone call, email, post card, flyer, NOTHING from them delivered to this address. The only thing anyone from their company can ever offer me is an apology and some free groceries. I used to tell people about their service. I must have referred about 10-15 people in the ********* and New Market area alone! I guess I have a different story to tell now

Business Response:

Upon review of Ms. ******** account, we show a refund of $249.21 was processed to her checking account on 3/23/16 for the 3/19/16 order that was not delivered and billed in error.  
We would be happy to apply the credit to her father's credit card, however we would first need to reclaim the funds from her checking account that we have already refunded.  Therefore, a charge of $249.21 would be applied to her checking account.  Once it clears, we would proceed with refunding $249.21 to her father's credit card.  
The credit card on the account was billed for the order when the original charge to the checking account came back declined, which is our standard process in that situation.  There is also a $30 non sufficient funds charge that is applied when this occurs. 
As it was our oversight in billing this order, we are also happy to refund her the $30 NSF charge that was applied to her father's credit card. 
We are truly sorry for the inconvenience this has caused, as well as the time Ms. ******* has spent in resolving this matter.  
Ms. ******* is a valued Customer and we appreciate the opportunity to make things right for her.  If she can kindly respond and confirm that she would like us to proceed with re-applying the $249.21 as outlined above, we will promptly proceed with making the adjustment. 
We look forward to her response.

Business Response:

We are happy to refund $60.00 for the bank fees incurred as a result of the transaction noted in this complaint.  We would also like to extend Ms. ******* a $50.00 credit for her time and for the inconvenience this matter has 

caused. In order to proceed with issuing the total credit of $110.00, we would like to confirm with Ms. ******* that the entire credit should be issued to her checking account.  

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Please place the credit on my father's card since I have to reimburse him for the payment you have already charged him. I would appreciate confirmation once this has been done. 


****** *******

3/3/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I am a fairly new customer to Peapod's home delivery service. I placed an order for delivery on 2/27/16 and scheduled it for 2/28/16. I took advantage of a promotional coupon for a new "meal kit" for two. When buying two, you were to receive $5.00 off. I planned my meals for the week and ordered three meal kits. While placing my order online, my selections were all in stock and my invoice reflected the cost for all items chosen. Upon receipt of my delivery, two of the meal kits were omitted, the delivery person didn't mention it. I stated that I planned my whole week around the kits, he didn't seem interested in hearing my concerns and left. I gave him a $7.00 tip prior to realizing part of my order was missing, after his response, he would have gotten much less if at all. I checked my order on the web, and noted that all of the meal kits were tagged "out of stock", they were not tagged when I placed my order. I called Peopod's and as usual, was put on a very long hold. (a common complaint about the company). I was then given the option to leave my phone number and would be called back when it was my I did. Unfortunately, no one ever called me back. Again, if you take the time to read all the complaints and reviews on Peapod, this seems to be the norm, not the exception. Having a system in place to control inventory seems to be pretty basic in this day and age. I am self employed and buy wholesale, every company I deal with, big or small, has inventory control and when something is out of stock or back ordered you know it up front!! This situation created a total inconvenience for me and I don't have the time to keep calling and be put on hold for over 30+ minutes! I order for me to remain a customer, Peapod will need to prove to me that they value my business. Hopefully with enough complaints, they will take note and improve customer service. The delivery service is convenient but we are paying a premium for it and I expect better service that what I have experienced.

Desired Settlement: I expect a response from Peapod and compensation for my inconvenience.

Business Response:

We apologize for the out of stock status of the meal kits and regret any inconvenience this may have caused.  We also apologize for no response to the callback request, however we are unable to verify any incoming or outgoing calls from the phone number on file other than January 29, 2016.  If an alternate number was used to contact our call center, we would not be able to trace it without verifying the information.  

Our inventory and replenishment teams were notified of this matter.  They confirmed an internal supplier issue caused an unexpected out of stock status of the meal kits.  At times, if key components of the kits are not available or damaged, we may elect to out of stock items prior to delivery.  Though our intent is to provide all items originally ordered in delivery, there are times when products may be listed out of stock unexpectedly.

We recognize the meal kits were on sale at the time the original order was placed.  We are happy to provide the sale pricing for Ms. ******* next order.  The following two items have been placed back in to her cart at the sale pricing:

Peapod Meal Kit Pork Chops w/Hny Mustard Sauce Brussels Sprouts & Root Veg

Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille

She may increase or decrease the quantity as needed.

We are also happy to apply a $10.00 credit directly to her credit card on file in appreciation of her time in reporting this matter.  Additionally, we are sending a $15.00 coupon via email to her attention which she may choose to use on her next delivery.  This unique code will be sent via email within the next 24 hours.

We appreciate and value Ms. ******* business and hope to be of service to her again soon.

Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille
Peapod Meal Kit Baked Chicken Parm w/Rosemary Yukon Wedges & Ratatouille

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I contacted Peapod via my home phone as I have done in the past, I followed the prompt to leave my phone number and the recorded message acknowledged it.  Wait times to speak to customer service is always over 20+ minutes.


******* *****

12/29/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Back in May 2015 I received an alert that a collection report was placed on my credit report on behalf of Peapod. I had never used Peapod so I knew this was incorrect. After speaking with Peapod, they confirmed they did send a file to a collection agency for someone with the same name as myself. They confirmed they did not have any contact information for the person, and said that would be searched out by the collection agency. They did take my name and contact information in case any one needed to reach out to me. From there o contacted the collection agency who immediately removed this from my credit report as it was not me. I thought from there this was resolved, I never heard from Peapod and my credit report was clear. Fast forward to last week. I received a Peapod offer and coupon in the mail. After looking it over I thought I would give it a try as I am 8 months pregnant with our third child and who wouldn't like a break from grocery shopping. I logged on and created an account, carefully selected my items, entered my payment information and checked out. I received a confirmation email of my desired pick up time. About 3 hours later I receive another email from Peapod stating my order has be cancelled as they are unable to verify information I provided. I called them immediately to fix whatever issue there was. This is when they inform me they believe I am the person with outstanding balances and they will not fulfill my order. I assured them this was a mistake as everything was settled back in May. They would not tell me what information matched, other than my name. I've spoken to several people there whom are all holding me accountable simply because I have the same name as someone. They will not offer me any resolution and are quite rude to me when speaking with them. I truly want to resolve this because I am not okay with my name, and other information as they claim, being attached to something that is unpaid.

Desired Settlement: I would like for them to have an understanding that people have the same name. They can not discriminate and not provide a service to me simply because of a name match. I want to be able to use Peapod and to be treated like a decent human being that I am. I'm sorry they can not located the person who has this balance, but they need to understand I am not that person and they can not legally hold me accountable.

Business Response:

We appreciate the request to resume business with Peapod however are unable to establish a new and active account.

In good faith, Peapod requested the matter be removed from the collection agency to enable *** ********** to legally pursue the identity theft she referenced.  At that time we were not provided with any proof of the claim (police report or other) but hoped to provide her with some relief while she pursued the proper channels.  Regrettably, we have since identified key components of data which lead us to believe she was the recipient of orders received in 2014, valued at over $500.00 which was removed from reporting as requested.  Call records match directly to the previous account(s) sent to the collection agency.  This further links to data received confirming her status with us.  Peapod to date has not recouped the funds for these past orders.

We will be happy to resume business with *** ********** upon receipt of proof of the identity theft claim being legally reported.  Until that time, we will reserve the right to suspend service.

We regret any inconvenience this may cause.

12/2/2015 Advertising/Sales Issues
11/24/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Peapod was scheduled to deliver our groceries between 8-10am on Nov. 1st. I received a call from them at 9am explaining that they would be 1 to 1.5 hours late (11-11:30) because a driver called in sick. Unfortunately, we already had plans that prevented us from accepting that delivery. Their other solution was to leave the groceries at our address. This is not feasible because we live in a condominium in the city and it would put our groceries in jeopardy (~$300 value). I asked that they deliver at 3:30pm when we would return and they agreed to make that happen. We adjusted our schedule accordingly. We arrived home about 3:15pm. At 3:40pm I called to ensure they were still delivering. They told me the delivery truck had returned to the dock and they would not deliver. They offered credits and asked to reschedule. This is not the first time this has happened.I have several complaints:1. It is not acceptable to call me *during* my delivery window to tell me they are going to be late, unless it is uncontrollable circumstances (e.g. weather or vehicle related)2. I am not okay with staffing issues affecting my delivery. That is controllable and avoidable.3. I am not okay with the Peapod rep who first called me at 9am in the morning transferring me to a customer service number where no one was available (the message said they were closed). It was the equivalent of hanging up on me.4. After calling them back on the number they called me, the rep *promised* that delivery could be made at 3:30 that day. I am not okay with a business not following through with promises especially when they are originally at fault.5. I am not okay, given all of the above, with a solution of rescheduling delivery for another day (i.e. that is convenient for Peapod) or giving me credits (i.e. money is not the issue).I have reported to BBB about Peapod before. I have never reported any other business in my life to BBB. So, to me, this is serious.

Desired Settlement: I'd like the following:1. This is not the 1st time this has happened. I would like policy changes at Peapod to account for under-staffing so that this never happens again.2. I would like people at Peapod to be held accountable. If the catalyst to this was a driver calling in sick too late s/he should be accountable. The person who called me and transferred me to no one. The rep who promised delivery at 3:30. And anyone else part of this decision process.3. Contact me with results of 1 and 2

Business Response: We sincerely apologize to *** ***** for what he experienced during the course of his delivery on November 1st.  In reviewing our records, we have confirmed the late notification given to him as noted as well as the arrangement for a later delivery.  We regret the inconvenience this caused.
In response to his requests for settlement of this matter – 1) Though we respect his request for a policy change in our staffing requirements, we, as other companies, have strict attendance policies and guidelines established to insure proper staffing based on the operational needs of the company.  Regrettably, sudden call off’s can and will impact schedules and the operations that follow.  We would like to assure him appropriate projections are made in staffing with consideration to unexpected absences.

2) As noted, there are strict attendance guidelines and policies in place.  The driver who was absent from the shift that day has been addressed per protocol.  With respect to the person who transferred the original call, it is possible it was a misdial which led the call to an unanswered line.  We have confirmed the call center phone lines as fully open and operational at that time.  The individual who transferred the call has been coached accordingly.  With respect to the arrangements made for the driver to return at 3:30, we have confirmed all necessary actions were completed to have the order delivered to *** ***** at that time.  The driver responsible for making the delivery as well as the dispatcher accountable for the communication to the driver have both been coached and addressed per protocol as a result of the early delivery attempt.  We again apologize for the inconvenience.

We are fortunate to have been of service to *** ***** since 2005.  With over 400 orders to date, we also understand he recognizes when our service is at or above expectation and when we fail to meet that service level.  We agree our actions in attempting to make the delivery to him on November 1st were not acceptable.

We value *** ******* business and time.  In appreciation for his patience and follow up to this matter, we have applied a $50.00 credit directly to his credit card on file.

Consumer Response:  
Better Business Bureau:

Received verbal acceptance from consumer ***** ***** the case has been resolved **

10/21/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Neither Customer Service nor driver dispatch really cared enough to try to make it right- they just wanted to get me off the phone and on to their next phone call. This is my second attempt at ordering from Peapod. - My first order with Peapod arrived late (with no phone calls from a dispatcher, even though I got the email confirmation explaining it would arrive during the window I specified). This order arrived with items missing (no explanation from the driver). When I called Customer Service I was informed that the items were out of stock! One, it was in stock according to their website when I placed the order, and two, if they prepared the order and the items were unavailable, don't you think they should let their 'valued customer' know before showing up to their doorstep sans items?!? Terrible experience. - My current order had even more issues! The delivery window was 7am-9am EST 10/3/2015. I got a call at 7:45am THAT DAY by an extremely rude thing named*********** In THE most rude tone (as if it's NOT her job to call customers) she advised me that my delivery was instead going to be from 12pm-2pm EST. I advised her this was going to cause issues as I ordered the food early for a specific reason. This thing didn't even make an attempt to apologize! She advised that everything was delayed due to weather and would offer no other details. When I asked for employee info so I could identify her in later reports, she hung up on me! I heard her trail off and say bye si I scream DO NOT HANG UP ON ME... and then I heard the click. I promptly called Customer Service (spoke with a very nice man named ***** who gave me further details as to the delay and even offered to take some money off the order. If I hadn't counted on the food being there due to prior arrangements, I'd have immediately cancelled the order and not have taken the 'discount'. I feel misled, angry, upset and cannot fathom how or why a company would treat their customers in such a way. Absolutely appalling service.

Desired Settlement: I feel like a refund is THE LEAST they can do. What I really want, I know I cannot obtain- and that's a sincere apology for ruining my day, killing brain cells I'll never get back, and a promise not to operate in this manner moving forward.

Business Response: Initial Business Response /* (1000, 6, 2015/10/20) */ We are sincerely sorry for any delay in our response to this matter and appreciate your patience. We also would like to take this opportunity to apologize to Ms. ****** for what she experienced during the course of her delivery on October 3, 2015 and through subsequent contacts with our Customer Service Department. We have addressed the dispatcher who spoke with Ms. ****** regarding her late delivery. Corrective actions have been taken to provide earlier notice to any delays as well as appropriate call handling. There was local flooding in the area causing road closures and unexpected delays for our drivers. In spite of this, notification to our customers should be made in a more timely manner. We regret any inconvenience this caused. Additionally, a voice message was left for Ms. ******'s attention on October 8, 2015 at approximately 2:28pm CST by a senior member of our management team. This call was made to the primary phone number on the account as (XXX)XXX-XXXX. In the message we requested a callback from Ms. ****** asking for the opportunity to speak with her personally to address her experience and concerns. Regrettably we did not receive a return call. In reviewing her account, we have verified a $40.00 cash credit was applied directly to her order #iXXXXXXXX in addition to a $20.00 coupon being sent for future use. Peapod acknowledges the level of service Ms. ****** received not only from communications through dispatch but also in our email contact, was not at expectation. Again, we want to assure her this matter was addressed directly with the parties responsible. We hope to have the opportunity to be of service to Ms. ****** again in the future to prove our service value. Initial Consumer Rebuttal /* (2000, 8, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've concluded reading the response from Peapod, and while I do not feel like this is the best course of action they could do, I do appreciate the fact that they have made adjustments to the protocols they have in place so that this situation can be avoided in the future. In my honest option, $40 off of a $200+ order is not satisfactory and because I have no desire to use this service in the future, I feel like this is a cop-out. I will, however, use this as a monetary lesson. If I want a grocery service to deliver to me in the way they've promised, I'll use Fresh Direct.

10/12/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I was credited with the undelivered groceries and would now like to close my account but seems impossible to do so. Would also like to register a formal complaint that what the company supposedly does (delivery), they do poorly in that they are not able to deliver within the time specified, despite charging a hefty $10 per delivery fee.

Desired Settlement: Please confirm that my account with Peapod is closed.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Contact Name and Title: *************** Manager Contact Phone: ************ Contact Email: ********* Dear Ms. ***, Your Peapod account has been closed effective today, October 1st, 2015. Sincerely, ***** ******** Operations Manager Customer Care Peapod, LLC. X-XXX-XPEAPOD

9/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I am 8 months pregnant and I live in a 2 family home, upstairs. Last time I ordered from Peapod, the driver refused to bring groceries upstairs to my door. I am not able to do so. He stated " Delivery fee covers to this door, bringing it upstairs is a courtesy ". I said I am pregnant and I need you to bring them upstairs. He proceeded to ignore me, finished bringing groceries, and then drove off. He left all my groceries in the middle of the hallway of the building. I called customer service and they explained that their policy is to bring it upstairs to my door. I received nothing for my inconvenience after dealing with this rude person. I was very upset, and had to call a relative to come help bring the groceries upstairs. That's all Peapod did was give me my delivery fee back, and some items that were missing from my order. Well, that's not enough. I was treated unfairly and put in a situation that jeopardized the health of me and my baby. They need to do more. They went against their own policy.

Desired Settlement: Honestly, the man should be fired. Unfortunately, I cannot make them do that. they should at least pay for my groceries for the inconvenience they have caused. They should hire better drivers.

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ Contact Name and Title: *************** Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********* Dear Ms. ******, We sincerely apologize for your Peapod delivery experience on August 20th, 2015. Peapod drivers are responsible for delivering your orders to your main front door. Beyond the front door is at the driver's discretion whether or not they will enter when invited. Based on your description of the delivery, the driver failed to deliver this order at your expectations, as well as ours. Again, we sincerely apologize for this inconvenience. Please be assured, the operations management team at our local facility has been notified of your experience and will take appropriate steps to avoid this from happening in the future. We appreciate you choosing Peapod for your grocery delivery needs and value you as a Customer. We will be emailing a $20.00 electronic coupon code that you may redeem on your next order. Please expect to receive this coupon via email within the next 24 hours. Sincerely, ***** ******** Operations Manager Customer Care Peapod, LLC. X-XXX-XPEAPOD Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not enough. Why would I use your service if you won't bring it to my door? The point of getting online delivery and paying fees, and gas charges us to make it convenient. Safeway in VA always delivered to My door, no problems.Even if I did want to use the service again, I never received any coupons yet. ****** ****** Final Business Response /* (4000, 9, 2015/09/02) */ Contact Name and Title: *************** Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********* Dear Ms. ******, As noted in our previous response, our drivers are required to deliver the order to your main front door. We apologize that the driver did not do this during your 8/20/15 delivery. You should not expect for this to occur in the future. We apologize again for the inconvenience this caused you. An electronic coupon for $20.00 was issued on 8/28/15 via email. The promo code to enter at checkout is S-753. In addition, we have issued a $30.00 credit back to your credit card for this inconvenience. We thank you for bringing this matter to our attention and want to assure you that it has been addressed with our facility management team. Sincerely, ***** ******** Operations Manager Customer Care Peapod, LLC. X-XXX-XPEAPOD

7/24/2015 Problems with Product/Service
5/7/2015 Advertising/Sales Issues
5/4/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Food order was supposed to arrive between 9:00 am - 11:00 am, it did not arrive until 1:00 pm nor had the food been refrigerated, the cold cuts were warm & dripping in water (cheese, turkey/pastrami & ham), the milk was warm and leaking, the fish (shrimps, frozen filet and salmon) were soft and smelly, the ice cream bars were melted as were the cream puffs. I was 2nd on their manifest yet they called me to tell me that the driver had 6 deliveries prior to mine, he told me that he went to Long Island first even though I'm only a block from the Triboro/RFK Bridge, apparently he decided to wait until he was on his way back to deliver my stuff & didn't bother to have the decency to keep it cold/refrigerated; I'm on fixed income I can't afford to be out all this money!

Desired Settlement: I want to be refunded the %56.74 + 6.95 shipping charges for the food that I had to toss out because it was spoiled as is because of their delay I had to cancel an appointment and now have to wait to reschedule; there was a reason for choosing the time that I did! Again I want $63.69 refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2015/05/04) */ We sincerely apologize for what ************ experienced and appreciate her taking the time to report it. In reviewing her account, we have confirmed receipt of her email to us on May 1, 2015 referencing the same concerns. A credit of $32.62 and $6.95 was issued at that time and deducted directly from the final bill for her order *********** She followed up with us referencing additional items to be credited to which we reimbursed her $24.12 which is being processed as of today, May 4, 2015. As requested, $56.74 plus the $6.95 delivery fee has been credited. In addition, a $20.00 coupon will be sent via email in appreciation of her patience in this matter. Initial Consumer Rebuttal /* (2000, 8, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/17/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On January 24th, 2015, I received a delivery (one hour and twenty minutes late) which contained less than half my order. The driver said that all the deliveries were wrong that day due to something that happened at the loading dock. I was missing over $50 of items. I tried calling Peapod the next day, but because of "severe weather", was told that call volume was too high and to call again later. I tried again but there more severe weather. As you know, the Northeast had a historic amount of snow and I didn't have time to wait for hours until I reached a Peapod representative to correct your mistake. Anyway, after the snow finally stopped falling I called on March 31st and got through. However I was told by ****, and then by her supervisor ***** that because it's been more than 30 days, there's nothing they can do. ***** checked with his supervisor the next day who said the same thing. That's grossly unfair, and possibly illegal. You charged me for goods that you didn't deliver and now are refusing to refund the money - or even deliver those goods! This was your mistake acknowledged by your driver. And you told me to call back later, which I did. Look at my order and payment history. I'm not some deadbeat looking for free yogurt. I'm a huge fan of your service, but this is absurd. Please either send me the order or credit my bank account for the missing items. I can't believe I have to even write this letter. Regards, **** ******

Desired Settlement: Exactly what I told the people on the phone. Either refund my money or deliver the goods.

Business Response: Initial Business Response /* (1000, 5, 2015/04/06) */ We sincerely apologize for what *** ****** experienced and appreciate his taking the time to follow up with the matter. In reviewing our records, we have confirmed his call to us on March 31, 2015. Regrettably we cannot find any earlier contact regarding his January 24, 2015 Peapod delivery checking both the primary phone number on file and the second he referenced during his call to Customer Care on March 31st. Though we understand the efforts made during our very high call volume months due to winter weather in many of our delivery areas, the delivery was in January and our phone lines have remained open since that time, accessible to all our customers. Peapod also offers email communication 24 hours a day, 7 days per week. In reviewing the full content of the call from a recorded session, we understand the driver acknowledged items missing from the order. Typically drivers are instructed to alert and direct the customer to Customer Care for assistance in receiving a refund for missing items or arranging for a redelivery of the products in question. In order to best serve all our customers with a consistent level of support, we encourage contact within 30 days of a delivery date. In good faith, we have arranged to credit *** ****** a total of $58.24 for the items he noted as missing from his original order ID *********. This amount will go directly to his Peapod Direct Check account on file within 24 hours. We will also request this be recognized as an exception due to the amount of time between the original delivery date and actual contact to our Customer Care Department. We again apologize for any inconvenience this may have caused.

4/16/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: We called and called and called. They lied to us at every step. Just getting off turnpike. Just pulled over by police. Tail light infraction. It too another 3 hours for delivery. What kind of customer service philosophy is this? I would say that the problem starts at the top and wiggles its way down through the organization. We checked out their claim fully. The truck was nowhere to be found and certainly was not pulled over by the police awaiting a light bulb replacement. Why lie? I firmly believe that this customer service is idiotic. Giant foods is involved also. They share and equal blame. We have been major supporters of this company. Shameful.

Desired Settlement: Something that will eventually correct all of the product fraud, missed deliveries, and the cost of my time on Sunday. I charge my customers $150 per hour. I was held awaiting a meeting with one of my customers. Cost? $450. All I am asking for is a full refund. No more, no less.

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ We sincerely apologize for what ********** experienced during the course of delivery on April 12, 2015. Please note we have on record the facts of the delay which were directly related to our driver being pulled over by a **************************************. The inspector identified a turn signal bulb as not functioning and would not allow our driver to continue his route until a repair was made. Our driver was also instructed to move over to a parking lot at the turnpike to wait for ***** (our service provider) to arrive to replace the bulb on site. The truck was considered as inoperable by the *** inspector at the time. A copy of the *** inspection is recorded and on file. We respect************* time and again apologize for any inconvenience he experienced as a result of this matter. We are issuing a $20 coupon which may be used towards his next Peapod delivery in appreciation of his time. The coupon will arrive to his primary email address on file within 24 hours. Initial Consumer Rebuttal /* (3000, 8, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Drove all the way to the turnpike parking area at the toll and saw no one in a Pea Pod truck. Do this for a living and freight carriers always have many lies. Final Business Response /* (4000, 10, 2015/04/16) */ We again thank ********** for his feedback regarding this matter. As noted in our previous response, Peapod does have on record and file the *** case number detailing the incident. We regret************* private investigation did not yield the same results. We also understand our delay caused ********** to elect to await a meeting with a customer. Peapod values the time of our customers which is why we will make attempts to provide alerts of delivery delays. This notification allows our customers to make the final decision to wait or cancel the pending delivery. Be assured we will never ask a customer to wait on our behalf and are always happy to reschedule a delivery to a new date and time. We do apologize for this matter and would like to assure ********** we continuously inspect our vehicles and take every preventative measure in maintenance to avoid similar instances.

4/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: 1/25/15 order kXXXXXXXX delivered to my home. Delivery was late due to driver going into a ditch but delivered timely, considering. One bag containing bleach was placed on my floor. Immediately noticed strong odor of bleach. Bleach leaked thru bag, bleached carpet in several spots. Contacted Peapod immediately. Put in contact with ***** ******** claim XXXXXXXXXXXXXXX with ahold. After much run around was told claim denied, put in contact with ****** at *** ****** Products, bottle manufacturer. Sent photos. Didn't hear back so I called her. Was told as a "good will offer" I could get $200 or a color correcting kit and dye the carpet myself. Really? I rent this home and told her I had to inform my landlord. She snidely told me that just because they are a huge corporation people think they are going to get lots of money from them. Really insulting, but every insurance person I talked to from Ahold to *** were rude. I was told by Ahold that I shouldn't be talking to them at all, my landlord should and (quoting here) "If I thought I was going to get a bunch of money, I better think again." ****** from *** told me the Landlord couldn't discuss this with them because the claim was with me. So which is it? Today when I called Peapod back out of frustration (3/13/15) I spoke to a rep named ****** She suggested I go thru my renters insurance! Really? I asked to speak to **** ****** as I was told previously my claim had been escalated(confirm kXXXXXXXX) and **** was my contact. ***** told me **** had no voice mail. No extension. Had no idea what her number was. And she could see her desk from where ***** sat but didn't know if she was in today or what. Really? Finally got a number for ***** Does she exist? Have never heard from her. So now it will be either arbitration or small claims court I guess. No adjuster from them ever so how did they come up with a lousy $200. My landlord had an adjuster come out and he said it has to be replaced. $1500. I have never been so insulted in my life. Every order I've received either had rotten produce or missing items but I'm willing to overlook this. I call and ask them to refund and they do. But this is a different situation and they are trying to make me go away instead of making me whole

Desired Settlement: The carpet has to be replaced. IThe bleach odor lasted for weeks. There are two large crescent moon stains as well as drips of bleach in several spots. And I want a written apology from ***** ********* **** ***** and ****** from ***

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ We sincerely apologize for what occurred as a result of the delivery on January 25, 2015. In reviewing our records, Peapod credited $1.58 for the Guaranteed Value Liquid Bleach. Additionally, a $15.00 coupon was issued which was redeemed on a subsequent order ID ********* on February 1, 2015. Peapod also processed a Property Damage Report on January 25, 2015. Claim number ***************. Adjuster *************** at ************* Once the claim is submitted to Peapod's insurance company, we must allow them to settle all open claims accordingly. We apologize the conversations held were not productive and are sharing this case with ******** Management for additional follow up directly with *********. We regret we (Peapod) cannot provide the written apologies requested as the individuals referenced are not directly employed by Peapod. In addition to************ original adjuster, we are copying ********************* General Examiner, ******** Management, ************* Peapod apologizes for the inconvenience and hopes the appropriate discussion will continue with**** **** Management regarding this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Peapod Insurance Company has DENIED the claim. They advised me only the bleach bottle manufacturer is responsible and they want to give me $200 OR a color correcting kit. Peapod Insurance feels they are not responsible. I feel the driver was just as negligent. Peapod Insurance said they have no further communication with me. I am left to hang with a bleached carpet and a Landlord that will make ME responsible. The carpet was just appraised at $1500 to replace. I do not expect to get new carpeting out of this, but $200 or a color correcting kit is not acceptable. This response shows me that you are quick to respond, but NEVER TOOK THE TIME TO FOLLOW THROUGH TO ALL PARTIES ON YOUR END AND GET ME A SOLUTION. Final Consumer Response /* (4200, 11, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer is not in proportion to the damage. $200 does absolutely nothing to resolve this issue. Peapod washes their hands of any responsibility. Final Business Response /* (4000, 13, 2015/04/01) */ We have reviewed and reassessed this matter with ******** Management regarding the liability of the issue. As previously noted, the original manufacturer would be the appropriate source for resolving any product claim. We again apologize for what ********* experienced and hope she and/or her landlord can come to a mutual agreement on a resolution.

3/12/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I placed an order for delivery with Peapod, order confirmation number iXXXXXXXX. I selected a delivery time of X:XX-XX:XXpm. I later received a text message advising that due to operational delays, my order may be up to 2 hours late. At 11:26 pm ET I received a text message advising that my driver had arrived. I live in the basement so when I came up to the main floor and looked out the front door, there was no sign of a truck. Also, we do have a door bell which never rang. I went back downstairs to retrieve my phone and saw a missed call with a message left at 11:28 pm ET advising that my driver was at my door and that I had to call customer service to reschedule delivery. I attempted to call back peapod at their customer service number and was greeted by a message advising that their offices were closed. I called them back this morning and they were not sympathetic to my dilemma. They offered to redeliver tomorrow evening, which is unacceptable as I need my groceries before then. I do not see how because they had some operational issue and then the driver did not actually attempt delivery (or if he did, he failed to ring my bell and he left in the span of 2 minutes after arrival) that I as a paying customer would be forced to wait 2 whole additional days before receiving my groceries. I asked to speak with a supervisor and after placing me on hold for roughly 5-10 minutes, came to advise me that supervisor was not available and that the supervisor would call me back at their earliest convenience. My gut instinct is telling me that the driver had a rough day based on the operational delays. He arrived at my home, seeing all the lights were off, assumed that we were sleeping and left without actually attempting to deliver the groceries. I am also upset that they would have delivery at such an hour but have no way of customers contacting anyone in regards to these late deliveries.

Desired Settlement: I want the business to redeliver my groceries today and if they are unable to do so, I want a full refund. I also think that there should be some compensation for my time and energy spent waiting up late for the delivery which never came and then the hassle of having to go and purchase groceries elsewhere because the groceries were needed timely.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ We sincerely apologize for the delay of the delivery to ********** on March 9, 2015 and recognize the inconvenience it caused her in receiving her order. We have also verified a subsequent order placed for delivery today, March 11, 2015 as a result of the original delivery being incomplete. This matter has been escalated to management for review and discussion to improve on our internal processes not only in communication to our customers but in service level as well. We value ************ time and confirmed a $20.00 was issued at the time of her phone conversation with a Customer Care supervisor regarding this matter. We are adding a $50.00 credit to the delivery scheduled for today, March 11, 2015. This amount will be deducted from the final order total (however it will not reflect on any paperwork at the time of delivery due to processing). We again apologize for what ********** experienced and would like to assure her of our efforts of improvement to the level of service she received. With hopes she will provide us with an opportunity to be of service to her again, we will also be sending a $20.00 coupon via email which she may choose to use on a future order. Initial Consumer Rebuttal /* (3000, 7, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate that they have given me money off of my purchase as a way to apologize for the delivery mishap. Unfortunately, the rescheduled delivery which was supposed to be today, March 11th between 6 and 8 has still not arrived (I am writing this at 9:40 pm). I just got off the phone with a young woman who called me from Peapod dispatch who advised me that the driver will be an hour and 45 minutes late on top of the already tardy delivery. This is completely unacceptable, poor treatment of customers. I do not understand how in making my delivery right, I am further inconvenienced.

3/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On Dec. 30th I received food that was already eaten. I was givrn the run around but was credited back the money for the chicken. when I called to inquirer why this happened I was told it was the holiday. THEN I was charged for a serviced I did not want and was credited back but incurred NSF .I want the fees back and nothing else to do with this company that would assume that not giving me a reason why my food subpar would charge me a fee to continue with them..I ended up throwing all the food out. NOT ASKING FOR THAT MONEY BACK.

Desired Settlement: MY MONEY BACK NSF...

Business Response: Initial Business Response /* (1000, 5, 2015/02/20) */ We sincerely apologize for any difficulty ********** encountered in receiving her December 30, 2014 Peapod delivery. We also apologize for the financial impact the renewal of her PodPass delivery deal caused resulting in the NSF referenced. We are happy to reimburse her in full for the $33.94 she communicated to us for the NSF fee. Additionally, we will add $25.00 for a total credit of $58.94 to her Peapod Direct Check account on file. This credit will be applied directly to her checking account. We regret any inconvenience this experience has caused ********** and appreciate her follow-up.

12/17/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: On Monday, December 8th I order our groceries to be delivered to our home via unattended grocery delivery services provided by PeaPod a subsidiry of Giant. At that time, they were supposed to deliver the groceries via coolers and leave them on our front step on Wednesday, December 10th between the hours of 4pm and 9pm. This was the first time I used this service. We got a call around 5:15pm as we were stuck in traffic on I-295, asking if we received our groceries from a number that I tried to call back later but it rang busy every time. At the time, I told the caller that we were stuck in traffic and should be home in 20 minutes. He said that he would call back, that he was just checking on our groceries. I told him that was nice of him. As we got home, there were no groceries. We began to panic, did someone take them, what went wrong? Did we lose approximately $112 worth of groceries. I contacted the PeaPod customer service line, spoke with a woman for about 30 minutes at that time, she tracked down the distribution warehouse and they told her a lie. They told her that they called us to tell us that they delivered the groceries to the wrong home and that they were sending another driver out to go get our groceries and bring them to us. I asked where did the groceries go and they told me to my neighbor next door. I live in an apartment complext with several townhouses next to one another. Each building houses 4 townhomes. The top front of th building plainly reads the number of the building very largely then the townhomes each have individual apartment style numbers. So on the front of the building it will say *** then when you get to the doors it will say #*** for the townhome number. Eitherway, the driver decided to take the groceries to ***. I asked if I had put the address in wrong and I was told no, that they had no reason for why the driver took the groceries to *** but that is just what he did. My fiance then went to go get our groceries. We were lucky, the neighbors had called already to Peapod and told them to come get the groceries. I wonder if the neighbors had never called, would they have even known that our grocereis were in the wrong place. Because it doesn't seem like they attempted to tell us they messed up until we called them. Continuing on luckiness, my fiance didn't get hurt by going to get the groceries - because what if the neighbors decided to attack him because he was taking away the free things they got for free. You just never know. I asked several times to speak to the manager of the driver, I never got that. I had to wait over 30 minutes to talk to a manager, she gave us a $60 credit for our groceries, which we appreciated. We were also told the driver would come back that night to apologize and to pick up the delivery boxes. He never showed up. Product_Or_Service: Groceries Account_Number: Groceries ordered un

Desired Settlement: DesiredSettlementID: Other (requires explanation) We would like a written apology along with some driver, any driver to come and pick up the delivery boxes. We will consider using their services again but we will never use the unattended services again. It was just an awful experience. I should add that for 10 years we lived in NYC and used grocery delivery exclusively and never have we EVER had a problem. This is just unacceptable that the driver take the groceries to the wrong place, they find out they make a mistake, don't try to correct it, just wait until I get home to figure it all out. It was just truly unacceptable. What if the food poisoned, if we got hurt getting it from the groceries, there are a multitude of things that could have went wrong, we got lucky, but what about the next person.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Dear ************* We are in receipt of your report and sincerely apologize for what you experienced during the course of your Peapod delivery. We are in the process of following up with our facility manager to arrange for a pick up time to retrieve the boxes. Please be assured the actions taken in delivering your order are not Peapod standard. We are addressing this directly with all our drivers and dispatchers to insure a consistent level of service. We appreciate your taking the time to report this matter and regret any inconvenience this may have caused. ********** ************ ************** ******************** ***********

11/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Every order for months has been late. Today's order - scheduled for 5-7P. I was called and told 1 hr 45 mins late. I called customer service - told delivery will be here by 8:05P - 3 deliveries before me. Called at 9P - told delivery will be here between 9:30P - 10P. Still not here. Peapod expects to service ***********, NY from ****** City - an impossible drive with tunnel and bridge traffic. Customers furious - outraged at bad service both from delivery (which is always) late nad customer service which gives arrival estimates that are totally bogus. Bryond furious!


Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ Spoke with ************ personally during a phone conversation today, Friday, November 21, 2014 to address her concerns directly. Agreed Peapod will continue to make necessary changes to improve service levels and asked ************ to allow us to follow up with her in 30 days for an assessment of our efforts. Also sending ************ a $100 Peapod gift card via U.S. Postal Service which she may use towards a future Peapod delivery.

9/30/2014 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: Peapod will not pick up or refund for expired damaged items until I spend more money with them!I am presently tripping over bags of expired items (including milk that expired in June!), and am not being refunded for the damaged/expired items i was given because peapod will not come pick them up without my ordering more. I should not need to "store" expired/damaged food items because the business that sent them to me won't pick them up unless I spend more money (and wait another 2+hours time slot for a new order). Sending a bunch of expired and damaged items was peapod's mistake not mine!!! why isn't someone fixing this??!!! And if they won't pick it up to make things right, why don't they send a pre-paid box for me to send this stuff back to them. I don't want expired food products in my home!!! This is ridiculous. Do I really need wait on hold for an hour, write three pleading emails, and now contact the BBB to get peapod to take care of expired items THEY sent??? This doesn't make sense. Look at the hours I've had to spend just trying to get them to take care of THEIR MISTAKE! They have also not credited me for my recent coupons (this is getting to be a standard practice for peapod... that they deny you submitted coupons until you remind them that you did. Their only offered solution is for me to spend money to ship the coupons directly to them instead of handing them to their employee at the time of my order, (handing the coupons to the driver is exactly what their site instructs their customers to do) (shouldn't handing my coupons to the peapod employee handling my order be a reliable thing? why does peapod always want it's customers to pay more to get service they've already paid for? is the few dollars I am supposed to get back from coupons that i've spend hours finding really warrant peapod trying to play like they never got them?).I love my peapod deliveries... but don't understand why the customer service and quality of items is so hit and ***************** Order_Number: order number********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Better solutions for expired or damaged items.. solutions that don't make the customer pay in time, space, or money for Peapod's mistakes. A receipt from drivers when they accept a coupon envelope (so that Peapod can not ever again claim that they'd not received coupons that they actually DID receive). compensation for my time and Reimbursement for ALL the expired/damaged items I was sent in this past delivery, rainchecks for all sale items i did not receive and those that were expired/damaged.

Business Response: Initial Business Response /* (1000, 6, 2014/09/24) */ Peapod appreciates *** *******' feedback and concerns regarding her recent Peapod delivery on 8-29-14. Our records show that *** ******* contact Peapod Customer Care on 8-30-14, the day after receiving her delivery. If *** ******* had contacted us the same day as her delivery we would have worked with our local facility in her area to have the driver return on his/her route to pick-up the products that were reported as unsatisfactory. When *** ******* contacted us we offered to redeliver replacement items to her at no extra charge. The original charge for the items reported to us would be removed upon return of the items and the replacement items would be billed separately upon redelivery. There is no delivery charge assessed when Peapod is making a redelivery to correct an oversight made on our part. We did not require any additional purchase to be made in order to receive redelivered products. Satisfaction is guaranteed and we feel that reasonable offers of resolution were made to *** ******* in an attempt to make the situation right for her. Our records do confirm receipt of correspondence from *** ******* via email on 8/31/14 and 9/8/14. On 9/8/14, a member of the Customer Care management team attempted to reach *** ******* by phone. When unsuccessful, a follow up email was sent as well. Manufacturer coupons in the amount of $4.00 were refunded back to the payment method on file for *** *******' X-XX-XX delivery. Our Billing department made note of two coupons that were sent in, however the qualifying purchases were not made, therefore the coupons could not be applied. These two coupons were for Kraft Mac N Cheese 5pk dinner cups. These coupons are not valid for the individual cups as were purchased in *** *******' order. Per *** *******' request, we have issued an electronic rain-check for the out-of-stock items that were on sale, as well as items reported as unsatisfactory that were on sale. In good faith, we have issued a credit of $18.69 to the payment method on file for *** *******' account. This credit is for the following items reported to Peapod on X-XX-XX as unsatisfactory: - Honest Tea Not Too Sweet Tea Organic - Chef Boyardee Ravioli Beef in Tomato & Meat Sauce - Kraft Velveeta Shells & Cheese 2% Milk Cheese (QNTY 3) - Lean Cuisine Simple Favorites Chicken Enchilada Suiza - Horizon Organic Milk Low Fat 1% - 12 pk Unrefrigerated In the future, we will require ********** to return all products that she is not satisfied with on a future delivery, or accept a redelivery of new product so that we can retrieve the items at that time. For quality assurance, we will not issue future credit without first retrieving the reported product. Please note that this was also communicated in our response to BBB Case # XXXXXXXX from November 2013. Sincerely, ***** ****** Senior Manager Peapod Customer Care Initial Consumer Rebuttal /* (3000, 8, 2014/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wrote a written response, but would also like to include pictures of the expired/damaged items. I want you to see these things.. I WANT YOU TO PICK THEM UP!!!... no one should be sent a whole bag full of expired/damaged items!!! HERE THEY ARE... ALL PHOTOGRAPHED (and STILL waiting for pick up) http:/***************************/*******/library/ My delivery was late at night... there was NO WAY TO CONTACT PEAPOD THAT DAY. I HAD to call the next day. Ridiculous thing to mention... check the notes and times before you say something like that. I was told by peapod customer service person "*****, the very day I called, and after he put me on hold several times to speak with his manger... that peapod would NOT pick up the expired/damaged items without a re-delivery. And nearly every time in the past, that I have accepted a re-delivery during the pick up of poor quality items, I have been charged TWICE for the items and have had to call several times each instance to straighten it out. THAT IS THE MAIN POINT OF THIS COMPLAINT... and the point that was overlooked and then documented INCORRECTLY in your response. NO ONE EVER SAID THEY WOULD RE-DELIVER AT NO EXTRA CHARGE. This is a lie and I don't appreciate being lied to, especially on top of being treated so badly. I can go through my old bank statements if you like and find each re-delivery charge accounting for each time peapod came to bring items to replace and retrieve poor quality ones. MOST EVERY TIME the items were charged for twice... and it took days of calls to get them to realize that the redelivered items were charged for but the returned items were never credited. You state that you have received the emails and know about the call I made. I asked ****** to be sure to put a note on my account that I was horribly dissatisfied with the fact that peapod would not come pick up these expired items without forcing me to have a re-delivery.. and I asked him to include in that note the fact that I was going to reach out to peapod to let them know how unacceptable this is. No one should be forced to keep expired and damaged items until you let the store bring you another order for them. I was happy to schedule a pickup and told **** that... I did not want a redelivery... just a pick up. That is crazy. I told **** that I wanted the items picked up... he would not schedule a pick up without a re-delivery. CHECK THE NOTES.. There is no excuse for stating something completely contrary on this BBB report... what you are saying now in your response is totally opposite to what actually happened. I am glad to receive the refund and will ABSOLUTELY hand the bag of smelly expired food that has been tripping me at every turn for weeks now, to the driver in my next delivery... I will photograph this bag and the driver, AND I WILL BE HAPPY TO TELL EVERYONE HOW I WAS TREATED DURING THIS. It's bad enough that you sent nearly $20 of VERY expired food... but it's newsworthy to note that "***** under his supervisors direction, refused to set up a pick up for these expired items unless I allowed for a re-delivery of them. Go look at the emails you've received from me regarding this. Everything I have written documents this fact. Not good business AT ALL... and poor attempt at twisting the facts to make your customer look bad when your customer was the one treated poorly. That's a shameful thing to do. I do EXPECT, and have accepted (since our last BBB case) that peapod will retrieve all poor quality items, that was something I no longer mind (as long as PP does this promptly)... if it gets peapod to actually see what they are sending out, that's great... that was not the problem. The problem was that I was told a driver would NOT be sent to pick them up unless I had a re-delivery. Get the facts straight. CASE AND POINT in your note... " will require *** ****** to return all products that she is not satisfied with on a future delivery, or accept a redelivery of new product so that we can retrieve the items at that time." SO... WHERE IS THE OPTION FOR YOU TO PICK UP THE EXPIRED ITEMS WITHOUT REQUIRING A REDELIVERY????? And why doesn't anybody other get upset that so many expired/poor quality things are being delivered??? Isn't that worrisome to you guys at all??? Final Consumer Response /* (4200, 12, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) YOU STATE.... "We have added a note to *** *******' account that advises future representatives to set up a pick-up of any items reported as unsatisfactory. We apologize a pick-up was not arranged during her recent call to our Customer Care center and will follow up accordingly with the representative and supervisor involved." Does this mean I will be given a pick up of the poor quality items with no requirement of a re-delivery of the items? and within a timely manner (a day or two later tops, and a two hour window?). please confirm and clarify this. Final Business Response /* (4000, 14, 2014/09/29) */ In response to *** *******' inquiry, yes Peapod will pick-up poor quality items with no requirement of a re-delivery or additional charge. Pick-up will be done within a timely manner (within 2 days), and in most cases we should be able to provide a 2 hour time window for pick-up. Sincerely, ***** ****** Senior Manager Peapod Customer Care

8/12/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: #XXXXXXOrder was not delivered; I was waiting for my order within specified time frame Subject : MISSING - I did not receive product(s) I ordered Body: Peapod by Stop & Shop Order Confirmation *****;on *********The driver dropped all purchases in crates in a building, some things are missing. I didn't sign the order. He was rude to the front desk and didn't wait for a couple minutes for me to come to the first floor to let him up in a secure-card operated elevator. I answered his phone call and said that I will come down to a lobby to let him in to the elevator. The front desk personnel left peapood's crates are outside of the ************* building. I have no responsibility for your creates Submit Time : 08:20:16Thank you for ordering from Peapod by Stop & ShopYour grocery information and order summary appear below. Deliver To Delivery Date ***** ********* ***************** ****** (Back Bay), MA XXXXX Thursday, Jul 3 Delivery Time7:00AM - 9:00AM Payment Method TypeCredit Card Attended Delivery Delivery Address Details**************************** Product_Or_Service: Groceries Order_Number: #XXXXXX Account_Number: #XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Credit for the order amount $142.39

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ We sincerely apologize for this and regret any inconvenience ************* experienced. We have credited the originally billed amount of $137.87 back to her credit card on file ending in ****. We regret we did not receive the final paperwork from our facility with the order status. Be assured we are addressing this internally. Additionally, we have applied a $25.00 credit directly to the same card on file as well as sending a $20.00 coupon for a future Peapod order. We hope ************* will consider our services again soon. We again apologize for any inconvenience this may have caused.

4/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: In short, withdrew $87.19 from my bank account as a "pre-authorization" for an apparently normal business activity without me being informed. Purchase valued at $75.66 was processed by on 3/20/2014 and claims via eMail that this $87.19 was re-deposited in the same account about 2 days later 3/23/2014, an apparently normal business activity. My bank, ************* does not respond to eMail questions and possibly did not re-deposit $87.19 if it was indeed sent to*** *********(this amount has not shown on my balance ******************************** I'm handicapped and use a powered wheelchair. I can't easily visit each merchants' site. I'm asking the Better Business Bureau to correspond with to assure that a valid attempt was made to re-deposit my $87.19 into my account. I'm also asking the BBB to see if MB ********* received a re-deposit of $87.19 from eMails from and from MB ********* are rarely acknowledged and contain no information. So I filed a complaint on about 04/02/2014 ****************************************************************************** So, what can BBB do to get my money returned? I'm aware that I treading in legal water where honest public can't safely swim so what can I do?

Desired Settlement: I want to know if ****************** are operating in good faith so that they can be avoided in the future, if they are not. I want my $87.19 re-deposited immediately into my account. If either party is apparently operating in a fraudulent manner, then BBB must decide on the course of action, and the ************************************************************* notified. Again, I want my $87.19 re-deposited immediately into my account. **********************************

Business Response: Initial Business Response /* (1000, 6, 2014/04/21) */ April 21, 2014 To whom this may concern, provides detailed information regarding our payment authorization when using a credit or debit card. On the 'Review and Place Your Order' page, we state the following: Payment Authorization At order placement, we request and reserve credit and debit card authorization. Just below, there is a link to click to Learn More. Upon clicking the Learn More link, we provide the following information: Upon order submission, Peapod reserves the right to request credit card authorization for up to 110% of the order total to accommodate updates to your order and the cost of variable weight items and does not include any applicable bottle deposits or bottle taxes. You will only be charged the actual cost that is determined after preparing and weighing your order. During the authorization process, your card is validated and must have enough available funds for the transaction to be approved. Upon approval, the order will be accepted for shopping and delivery. Information on payment authorization is also detailed in our Terms of Service that each Customer is required to acknowledge and accept during the account registration process. Our records indicate that ********** had a delivery on 3/19/14 and the final charge for this order was $87.19, billed to the credit card on file. **********'s next delivery was on 3/22/14 and the final charge for this order was $75.66, billed to the credit card on file. For each order there was an authorization put through on **********'s credit card for 110% of the order total upon order submission. Each of these authorizations has been reversed by Peapod, as the final order charges have been processed. To review final order charges, we recommend that ********** logs into his Peapod account and goes to My Account / Account Balance where he can view a detailed breakdown of the final charges for each order he has received from Peapod. We apologize for any concern ********** had regarding the order authorization process or final charges. Initial Consumer Rebuttal /* (2000, 8, 2014/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the responses. cannot remain in todays internet business world if they are intending to fraud multiple customers. I am closing my complaint.

4/11/2014 Advertising/Sales Issues
3/13/2014 Delivery Issues
2/21/2014 Advertising/Sales Issues
2/6/2014 Delivery Issues
1/21/2014 Problems with Product/Service
1/20/2014 Problems with Product/Service
1/6/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I have been using peapod delivery for quite some time now. There are often a few problems each order with the improper temperature or quality/condition of items. In the past, I have tried re-deliveries multiple times after letting Peapod know of the problems, but this has often resulted in the very same quality/temperature problems with the replacement items (resulting in hours of my time being wasted for no purpose whatsoever).. Each time peapod comes out to do a re-delivery, they make me wait for at least two hours (one time it ended up being close to four hours because they kept calling at each time they were supposed to show up and saying it would be later. Redeliveries have been such an unfair nightmare with peapod. So now, when it is just a handful of problematic items (that would be more convenient to just pick up at the local store, than to wait hours on redelivery) I chose not to waste hours of my valuable time waiting for a few dollars worth of items. Each time there is a problem with an order, Peapod is now requiring a phone call to their representative (instead of an email). There is ALWAYS a ten minute wait for a rep., wasting more of my time over quality issues that I have no control over. On 11/5/2013 I received a very large order ($345.11). There were just a handful of problems with items (totaled under $16). I called peapod the day of the order but the phone times were too long... so I hung up and wrote a letter listing the damages and stating that I didn't want to schedule a re-delivery (waiting hours for $16 worth of groceries is a colossal and unfair waste of my time, especially when I am not at fault for the quality control problems). I was told in the non personal response letter to call in and speak with a rep. I did call again, and again, and again... but each time was not able to wait the stated ten minutes hold time for the rep to answer. I wrote back again and explained the wait times on the phone are too long. Today I called again and finally got a rep on the phone after about five minutes. I told him about the issues, and the bag of rotting damaged food that sits in my hallway waiting. He made note of the problematic items and asked if I would like a re-delivery. I explained that I did not want to waste hours of my time waiting for a handful of groceries. He told me that Peapod insists on making me wait hours for a pick up of the damaged items. So he scheduled a pick up this Sunday, and said the driver would come within the two hour slot (which I know isn't necessarily true from past experiences). So basically I am being penalized and made to wait for hours because someone in their organization decided to put rotting food and damaged items in my grocery order. This is not right. Peapod needs a better system. I am happy to give them the damaged items back, but not happy to wait on phone hold for ridiculously long periods of time or waste hours upon hours waiting for a pickup of items that were their mistake!. I'd be more than happy to ship the items to them if they would send a pre-paid label or box. I'd be more than happy to hand them to a pick up person, if they would tell me exactly what time to expect them (not hours to wait). Putting a good customer through this, after having given me rotting and damaged food (that is now stinking up my home) is very unfair.

Desired Settlement: I would like peapod to reimburse me, to cancel the pickup on Sunday, and instead send me a prepaid box to ship these smelly items back to them. I would also like rainchecks applied to my shopping cart for all items on the original order that were not delivered, and also rainchecks for those delivered damaged.

Business Response: **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (450, 20, 2014/01/05) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Peapod has now properly addressed all the most important problems. However, I did need to call in again to ask for reimbursement for returned items. During that call I was told that they had no record of the items returned (this is the third time after a pick up/ and replacement that I have had to call in to peapod to agrue that the poor quality items were picked up and should be credited). Please insure that going forward I am given a reciept for all pick ups of poor quality items (this way when I call to remind them to reimburse me, I'll have some sort of receipt/number that will prove the items were returned). It would also be a good practice for the drivers to give us a receipt or sign our invoice stating that they have received a sealed coupon envelope from a customer. It is very very frustrating to be continually told that things haven't been receieved when I handed them to the drivers myself (in properly account marked sealed envelopes). Thank you, for working through all this with me. I do appreciate the service that peapod gives, and hope it will just get better and better. thank you. Final Business Response /* (4000, 14, 2013/12/06) */ We appreciate *********** acknowledgment in her most recent update of the steps Peapod took to identify and address her earlier concerns. We again apologize for any inconvenience she experienced and appreciate her time and consideration. We have reviewed the Delivery Deal referenced in her correspondence and have confirmed a system issue which may have prevented the deal from properly applying. To date, *********** has received the following credits based on the delivery deal guidelines: 1) initial order 2) manual credit to credit card on file on 11/27/13 3) manual credit on account (will be deducted from next order amount) 4) electronic coupon to be emailed to *********** within 24 hours of this notice. We acknowledge there are two (2) remaining credits to be applied to complete the full delivery deal. ***********' account has been fully noted so the credits can be applied accordingly. We regret any inconvenience this may cause. *******************************************************************

1/3/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I placed a Peapod food order for delivery on 12/13/13. The order was misrouted resulting in a two-day delay in receiving the correct order. When I received the order, products were in poor condition (broken eggs, withered greens etc). Peapod issued a credit to my ********************* (****)for $215.14 for their error. However, they have since posted unauthorized charges to my *********************, one charge for $178.51 dated 12/16/13 and a second charge for $168.51 dated 12/20/13 for the same order of 12/13/13. Please note that the order was paid for originally by ***** gift cards.

Desired Settlement: Refund in the total amount of $347.02. Please remove my **************** card from my Peapod account to prevent further unauthorized charges.

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Peapod Summary / Response: ************ was billed in error in the amount of $168.51 and $178.51. This was an oversight within our billing department. Per her discussion with a member of management on 12/14/13, due to the inconvenience of our delayed delivery, as well as poor quality items received, ************ was not to be charged for the order received on 12/15/13. We apologize for any inconvenience experienced. The Customer, *******************, has been refunded as follows - $215.14 - Refunded to credit card ending in **** on 12/16/13 (gift cards entered on account + $20 credit) $168.51 - Refunded to credit card ending in **** on 12/22/13 (charged in error) $178.51 - Refunded to credit card ending in **** on 12/26/13 (charged in error) As requested, ************* credit card (ending in ****) has been removed from her Peapod account. Final Consumer Response /* (2000, 7, 2014/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/17/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 12/1 I ordered a Peapod grocery delivery to be dropped off between four and six PM on 12/2. It did not arrive, and I did not receive any notification. At 6:10pm, I called customer service and waited on hold for >ten minutes. I spoke to a customer service rep who apologized and said that my order would arrive in the next fifteen minutes. A few minutes after 6:30 I received a call from peapod saying that it would be ANOTHER fifteen minutes. My order still had not arrived at 7pm, and we again called customer service and waited on hold for nearly twenty minutes. While on the phone with them the order arrived. With each customer service rep I spoke to I politely asked for a discount or refund. Finally the last rep arranged for a supervisor to call me back within twenty four hours. Later that night, after 11pm, I was woken up by a text message from peapod announcing belatedly that my order had arrived (bizarre). When I received the call from customer service on 12/3 I was seeing a patient and asked the rep I spoke to to call me back in forty five minutes. Two hours later I had not received a call, so I called back and again waited on hold for several minutes before having to hang up. When I spoke to a customer service rep who called back a few hours later, she agreed to a full refund of my order and stated that those funds would be credited to my credit card automatically. I thanked her. To date, I have been refunded $7.50 for the price of two bok choy that arrived in inedible condition, but the charge for $48.94 remains on my card. On Friday 12/13 I attempted to call Peapod again, spoke to a rep who said she would put me on hold but instead disconnected the call. I gave up.

Desired Settlement: $41.47 refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Peapod is sincerely sorry for what ********* encountered during the course of her first Peapod delivery. In reviewing our records we have confirmed the request to reverse all charges was applied at the time *** ***** originally contacted us. We regret there was a delay in processing but have since applied the credit of $48.94 directly to her credit card on file. We are also sending a $20.00 coupon via e-mail to *** *****'s attention with hope she will consider utilizing Peapod's service again soon. We would appreciate the opportunity to provide the level of service she should expect from Peapod. Again, we regret what she encountered and appreciate her patience in reporting this matter. ********************************************************************** Final Consumer Response /* (2000, 7, 2013/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/15/2013 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I have ordered prior from Peapod *************************, and rely on them for my deliveries since i am a disabled service member, I was given a 6 hour window and was informed that upon purchase, i would recieve a 2 hour window, this was indicated via the online site, hey offered a online live support which was no help since it was a computer program unable to comprehend my information, to which some are only programed to answer and respond to certain words (i.e the word dates or time would generate a response like im sorry the date or try another date and time), so i called customer service, upset at the way i was treated i asked for a manager, and was hung up on, I proceeded to call the corporate office where i was promised i would speak to someone about my issue, I was transfered to a **************, who did nothing but taunt me and claimed i was trying to "***" the company(note i am part ******). I told her that all i was hoping to accomplish was a guesstimated time range of when the driver would be in the area so i can better plan my day. She told me that its a 6 hour window and that i had to put the order in and wait for a generated time frame. I do own a business and have never experienced this level of unprofessional ism in my life, after she got off the phone with me, she then closed my account which i had reserved the time for and for almost 8 hours spent my day trying to get it reopened and restored, finally she calls me at 445pm and tells me she **** open it if i apologize to her , and i would have it restored, to which i believed her and did apologize and my account came back and as result i lost my scheduled time for delivery. so i had to move my entire scheduled around and lost money for nothing. Then after i stated that this was unfair and i would now have to move my scheduael around again, several hours later she deleted my account again, and refunded my money and i now lost my order again. This is abuse.....and i would like the Better Business Bureau to step in to resolve this. Product_Or_Service: groceries

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a formal Apology from Ms. Bigelow's Director for her actions and abusive manner, i want my original date back and my order processed for its expected time frame

Business Response: ****************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (3000, 7, 2013/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have read the information provided my **********, and find that she had not been forth coming with the truth of the conversations, I do have accurate transcripts, which were witnessed, as well as a approach to an abusive nature by *********** who played with my membership privileges like an on and off switch. Being a professional, I was ridiculed by the staff when I tried to appeal my problems, in no way in past dealing have I ever had issues with the drivers, or staff up until I could not get a solid answer. ********* also neglected to mention that because of ********** playing with my pricilies and me losing my original time slots, she coat me a 4 million dollar construction contract. So, in *** of the profit margin I lost , it should be fair that my privileges be restored. I find that is only fair and that the nature of the organizational behavior be addressed. ********************************************************************************************************************************************************************* *************************************************************************************************************************************************************************************************************************************************************************************** *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. ********************************************************************************************************************************* *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Business Response /* (4000, 9, 2013/11/15) */ Peapod appreciates************* response however remains firm on adherence to the Terms of Service he agreed to when he established his Peapod account due to the abusive nature of his calls and interactions with Peapod ***************. Peapod acknowledged and addressed the matters noted in************* original submission to the Better Business Bureau. ************ reference to a business loss would be a personal choice he made at that time (to engage with Peapod versus the attentiveness to a significant business transaction). Though we respect the social media references, they do apply to this specific case. We regret any inconvenience this may cause however will remain firm on our decision based on the data on file. We respectfully request ********** to seek a delivery service more applicable to his personal requirements. CORRECTION: Third paragraph of Peapod's second response should read "Though we respect the social media references, they do NOT apply to this case." We regret the oversight.

Customer Review(s)

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6 Customer Reviews on Peapod, LLC
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