Customer “service” is appallingly horrible
I'm literally floored right now. The rep named "Demo" who was "communicating" with me was not actually reading my messages so was, naturally, confused and providing inaccurate replies. I tried to provide clarity with screenshots and more details, and I was patient and polite throughout. I even offered them the benefit of the doubt by suggesting they made a typo, so essentially, taking partial ownership of the misunderstanding! This was the response I finally got next that led me to write this review: "... No other *** (they spelt out the word) charge will be taking out." I actually felt like I was punched in the gut reading that. It was so shocking!! After that, I asked to speak to someone else, and they put me on hold, and now, nearly an hour later, still no new rep. I figured during my "down" time, I could write this review. Honestly, I don't think anyone is ever going to come back on. Whilst at it, I'll also share that the order in question had been delivered to me by someone who failed to include one of the items. When I mentioned that, she made no effort to apologise or express any type of explanation. She never even told me the item was out of stock.
UPDATE:
They have taken up a huge chunk of my time (over an hour!)this evening for a company that says “our team typically responds in a few minutes” and ironically, the only time that didn’t hold true was when there was a complaint about customer service
UPDATE:
They have taken up a huge chunk of my time (over an hour!)this evening for a company that says “our team typically responds in a few minutes” and ironically, the only time that didn’t hold true was when there was a complaint about customer service
Show less
Outsourced delivery
My friends and I used to love Foxtrot because they used to deliver so quickly and we knew the people who worked there. Then they outsourced to Uber Eats so it’s no different from ordering from Kroger or CVS. Now the delivery person is different every time which makes it extremely frustrating when you have to explain directions every time. Foxtrot just pushed themselves out of what made them special.
Show less
Love love love Foxtrot
They always have the most unique options from a delivery service and are sooooo fast!
Member Perks - Not worth it
I would say the member perks are worth it for the sole reason of cafe drinks. But ever since they stopped giving discounts to drinks like their Americano it’s not really worth it. The only real discount you get for spending $100+ every month is tea… maybe look back into your member perks and change it back up to something worth downloading another app for.
Show less
Response from developer
Hey Lil D, there is a a discount on cafe drinks. Members get $3 cafe drinks which would include an Americano. Have a look here: https://foxtrotco.com/members I hope that helps!
Misleading Membership Program
Foxtrot used to have a very good loyalty program, which has been devalued this week. I have nothing against the business decision, but the way the ‘new benefits’ are advertised in the app are intentionally misleading. For example, in the app it states “enjoy one free cafe drink on us every month”, with nothing else relevant in the terms and conditions. However, in reality what this equates to is a max of $4 off a cafe drink - this doesn’t equate to a free drink. Whilst generous, this is intentionally misleading.
Show less
terrible app
haven’t used it in a few years since covid. i redownladed last week to send a cute little gift. App has been blocking my purchase for “suspicious activity” maybe bc i haven’t used it in a few years. contact the help chat and followed all their directions that didn’t work. then was told to wait 1-2B business days for a response. waited, and told again they can’t help me to wait a few more days. now i need the order tomorrow(birthday gift) and they told me to go to another company. IMAGINE what a waste of my time and terrible customer service. imagine sending someone way who has been trying to spend money with ur company to go to another one. crazy
Show less
I’m obsessed
I’ve been a consistent foxtrot customer for over a year now and an truly obsessed with many of their high quality and delicious products that I can’t get enough of. I am especially in love with their foot loop matcha with oat milk.
Bad and expensive
Literally every time I order from here they are out of multiple items and I don’t find out until 30 minutes after I’ve placed the order usually. Way too expensive for a gentrified 7-11 that doesn’t even carry the items they advertise. I redownloaded on a whim and first attempted order made me regret it immediately. Don’t want your time and order something from a local restaurant in your neighborhood instead
Show less
No Delivery Ever Made
I don’t think I have ever received such poor customer service. Earlier in the week I broke my leg, and thus I now need to order in. I have ordered from Foxtrot before, and the order is always left at my front door. After receiving noticed that my order had been delivered, I contacted customer service because I did not see it. Evidently, the delivery driver rushed in and left my delivery somewhere in my lobby (which has no door person due to the holiday), which I cannot get to as I have a broken leg. When I contacted customer service, I was informed the tip would be refunded. I still have nothing to eat, and quite frankly I’m rather gob smacked by this experience.
Show less
Life saver!
Updating my review to hopefully bring to life that the app needs to also be updated to be able to adjust tip for the delivery person. Really frustrating that this cannot be changed.
Original review:
Love love LOVE this app. The product selection is amazing and delivery is lightning fast. My only thing that annoys me is that the app doesn’t track past orders. Slightly annoying so I hope this is something they fix asap.
Original review:
Love love LOVE this app. The product selection is amazing and delivery is lightning fast. My only thing that annoys me is that the app doesn’t track past orders. Slightly annoying so I hope this is something they fix asap.
Show less
Response from developer
Hi Sanabear, thank you for your review and feedback. We've added the Order History feature in version 3.9. Enjoy!
