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Thumbs Down to FreshDirect in Brooklyn

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Thumbs Down to FreshDirect in Brooklyn

LBG | Oct 7, 2003 03:04 PM

Decided to take advantage of FreshDirect's $50 of free groceries with a $100 order, with the company's move into Brooklyn Heights/DUMBO. Figured that it would be ideal for ordering the food I needed to prepare for my annual Yom Kippur break-the-fast event at my home.

Ordering was simple enough. They didn't have a very large selection of smoked fish, but I found enough to pull together a sizeable platter and then went to Gourmet Garage to buy some items they didn't carry or were out of.

The delivery arrived on time. But, when I opened the package, I discovered that the deli department had chosen not to slice my smoked salmon. So, I had a 1 lb. slab that I would have to manage to slice day-of. Aargh! Called the customer service line and they apologized for the mistake. It was supposed to be sliced. They didn't have the manpower to pick it up and give me a replacement, but they agreed to take $6 off the bill for my trouble. OK.

Then, yesterday, I began to slice the salmon, only to have it crumble under my knife. I quickly realized that it wasn't smoked salmon at all. It was kippered salmon. Not only had I purchased kippered salmon at Gourmet Garage already and didn't need any more, but now on Yom Kippur I needed to go to the SUPERMARKET to get smoked salmon for my guests. I was peeved to say the least, but figured that FreshDirect would have the wherewithall to make the situation right.

I called the customer service line again and was gravely disappointed. They refused to credit me the full $17.99 for the kippered salmon I had never ordered, unless they picked it up. Now, as my guests were about to arrive, when it was completely inconvenient for me, they had enough manpower to pick up the salmon. Oy! The other option was to stay home from work today to wait for them. Double oy!

The manager I spoke with, a Mr. Charles Saunders, was clearly not big on customer service. Finally, after explaining to him that I had to go to work to earn a living, he finally agreed to give me the credit as a "favor," verbally slapping my hand by letting me know that I'd have to be willing to stay home and have their personnel pick-up any products I had a problem with in the future.

If this is representative of the type of non-service they plan on bringing to Brooklyn, I say Manhattan can have them. FreshDirect rates a big "feh!" in my book.

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