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Americans, it turns out, would rather visit a store than buy food online

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Re: Americans, it turns out, would rather visit a store than buy food online

#301

I would happily purchase all non-produce and non-meat items online. The problem is that produce and meats are not produced with a consistent quality. A steak that expires tomorrow and an apple with a bruise on it are both commonly found in grocery stores and less valuable than the price would indicate. Normally these would just be left on the shelves to expire. Your strawberries may be nice and firm or they could be…

My (admittedly limited) experience with curbside pickup seems to be that a dozen eggs is really 11 and you'd better thoroughly sort your produce after you get it. Expect a few losses.

Re: Americans, it turns out, would rather visit a store than buy food online

#302
I started shopping online during the pandemic and so far I really like it. We (I’m not in the US) have multiple huge sites that deliver directly from warehouses (all the big food chains + a few independent). Selection is massive, almost everything seems to be in stock most of the time, and prices are like supermarkets or lower. I’m especially impressed by the quality of fruit & veg. It’s like they think “we can’t deliver anything that’s less than perfect because it might turn users away from our service”. It’s the correct line of thought but I wonder what happens to all the less-than-perfect produce.

I’ll probably continue to use online shopping forever but I’ll go to the store too closer to the weekend and to get inspiration, see what looks good, buy things I can’t get online and so on. I enjoy shopping but I don’t enjoy carrying home a weeks worth of heavy basics. I’ll get that delivered to my door and just get fresh fish, fresh bread from the bakery etc myself.

Reading about the US experience here it seems like it’s a market ready for disruption and I’m surprised none of the big US grocery chains has succeeded.

Re: Americans, it turns out, would rather visit a store than buy food online

#303
post #2

It's not that I want to visit the store it's that I can't trust the store people to properly pick out fresh produce or good meat. When the stock person just takes a bucket of apples and dumps them in without care so most of them are bruised, why would I want that same person selecting which apples to send me? Often times to find 3 apples I have to examine 10+. Most of the produce selection is this way. Meat selection…

I always check use-by and best before dates. When milk can have a date that's over a week away, I really hate it when someone buys milk that's use by tomorrow. Same for for bread, cheese, eggs, butter, fruit and veg, any number of items. Supermarkets naturally want to sell you the soon to expire stuff so how can you trust their pickers? The answer might be buyers and deliverers independent from the shops.

A lot of the use-by dates are more like quality suggestions or even outright marketing (how could salt go bad?!)

https://www.nytimes.com/article/expiration-dates-coronavirus...

Re: Americans, it turns out, would rather visit a store than buy food online

#306

I have had so many bad experiences with instacart: * shopper buying yams rather than potatoes (note: this was not a replacement, they seemed to genuinely believe they had bought potatoes.) * shopper going to checkout before I can suggest a better replacement for an item. * shopper buys obviously moldy fruit. * shopper buys five roaster chickens as a replacement for five cornish hens. * shopper gives up really easily…

Amazon's Whole Foods delivery in my area is now direct from warehouse to home instead of in-store picking. It's so, so much better than Instacart. On my last large order of almost a hundred items, not a single replacement, I got exactly what I ordered the same day. Instacart is such a sub-standard experience, it's just fundamentally the wrong approach and we wouldn't accept it for any other type of online purchase.

Re: Americans, it turns out, would rather visit a store than buy food online

#307

Earlier quoted context omitted.

They don't always respect this. I've had multiple Instacart shoppers replace items without marking them as replacements, including replacing some of them with things I explicitly indicated I did not want as replacements.

A company I do contract work for banned Instacart from one of their local stores entirely due to customer complaints to store management about unapproved substitutions.

Purely out of curiosity, how do the store police this? (I'm not very familiar with how Instacart operates, but I thought it was just a person going to the store as a normal shopper in your stead.)

Re: Americans, it turns out, would rather visit a store than buy food online

#308

Earlier quoted context omitted.

They don't always respect this. I've had multiple Instacart shoppers replace items without marking them as replacements, including replacing some of them with things I explicitly indicated I did not want as replacements.

A company I do contract work for banned Instacart from one of their local stores entirely due to customer complaints to store management about unapproved substitutions.

I'm curious what metrics are driving that behavior by Instacart shoppers. In my (entirely amateur/armchair) opinion, it would seem like the time you'd save by making an unapproved substitution wouldn't make up for the potential for negative reviews, which could get you driven off the platform entirely.

Maybe a majority of customers don't care enough about unapproved substitutions to review poorly? Though reading through this thread suggests otherwise. Maybe there's some other internal metrics which shoppers or Instacart have access to that incentivize poor substitutions in the name of speed?

Honest questions - I don't know anything about this business and it's interesting to me that it appears to be such a pervasive issue.

Re: Americans, it turns out, would rather visit a store than buy food online

#309
post #2

It's not that I want to visit the store it's that I can't trust the store people to properly pick out fresh produce or good meat. When the stock person just takes a bucket of apples and dumps them in without care so most of them are bruised, why would I want that same person selecting which apples to send me? Often times to find 3 apples I have to examine 10+. Most of the produce selection is this way. Meat selection…

I would hope that grocery stores become warehouses and the only people allowed in are delivery. You could redesign the entire stores to optimize for this which could reduce the likeliness of damaged goods. Amazon would be in a good position to do this (the Whole Foods near me already has part of it set aside for something like this).

This would be sort of funny, since many operated like this in the (not recent) past. Customers picking their own products off open shelves was an innovation at one point (and it was greeted by some people with similar disdain as our current self-checkout lines).

Re: Americans, it turns out, would rather visit a store than buy food online

#310

I have had so many bad experiences with instacart: * shopper buying yams rather than potatoes (note: this was not a replacement, they seemed to genuinely believe they had bought potatoes.) * shopper going to checkout before I can suggest a better replacement for an item. * shopper buys obviously moldy fruit. * shopper buys five roaster chickens as a replacement for five cornish hens. * shopper gives up really easily…

I've had almost the opposite experience. I got one questionable bag of onions. Otherwise, after five or six orders, I could not be happier.
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