This morning I gave vons.com another chance and ordered just a few items that were supposed to be delivered within the next 2 1/2 hours. None of them said they were out of stock. What I have gathered from this experience is that someone who works at the supermarket they use is the person who does the shopping, which makes it even more inexcusable.

I made the mistake of accepting substitutions, the option for different sizes of the same product, which they ignored, and they were all vons store brands. I ordered 3 common frozen vegetables, and they substituted 2 of them with more expensive brands. The organic chicken Italian sausage without casing was replaced by some completely different brand and type of chicken sausage with a tough pork casing. Another thing is that the large pack of spinach had clearly been thawed and refrozen at some point due to frozen lumps of chopped spinach in the bag.

The only good thing I can say was the driver was nice and followed instructions. He arrived about 15 minutes into the 2 hour delivery window. They had the shopping, which was mostly frozen, packed and waiting for the driver, who wasn't there at the time, to come for it, so this could be a real problem if it sits too long, especially in hot weather. Amazon fresh do the same, and there have been many problems with thawed items from them.

What makes this even worse than amazon fresh is that I usually (potentially) get what I order from amazon fresh for same day delivery. It's unusual when something is out of stock. Mistakes and bad food handling are ongoing issues with amazon fresh, and I have to spend $35 minimum, but after this experience with vons.com I think I'll have to continue with amazon fresh.

Update - the next day - Extremely poor service and no communication -The water here tastes so bad and I've got so dehydrated that I decided to look into bottled water and found one that sounded like really good quality. They had some at vons, and I needed some fast.

This was even a worse experience than yesterday. I ordered some and the driver marked it as delivered 33 minutes before he actually delivered it. Since it was nowhere to be seen on my property, I had to go onto customer service who told me they were going to contact the person in charge at the store and they would get back to me to replace the water. I never heard a thing. After contacting customer service and going through all of that hassle I saw 2 bags outside my gate which turned out to be the water. The driver had completely ignored my delivery instructions to bring the water to the front door, and for me right now, in my present physical condition, it is near impossible for me to bend over or pick anything up, especially something heavy like that. I later saw somewhere that the delivery time had been altered to the later time. Words cannot express how bad vons has become.

Update - When I contacted customer service about these 2 experiences, they told me they would refund me for the awful sausage substitution that was made on the first day, but to date that has never happened, and it is now 26 November. Vons now make amazon fresh look good.

I cancelled the free delivery trial of what they call fresh pass. The delivery is by something called door dash. The main problem is the fault of whomever is in charge of doing the shopping there at vons. Door dash just do the delivery part. The tip is supposed to be optional, but nowhere could I see a way to change the percentage that was set by vons or how to delete it altogether, which I think is deliberate. Their help file is wrong, I think deliberately so as well, because it gives completely wrong information on how to cancel fresh pass. I finally found the place to cancel in teeny tiny print down the page instead of at the top as claimed. Vons should be ashamed of themselves for running their delivery scam.

IT'S ALWAYS A PLEASURE SHOPPING AT MY LOCAL VONS STORE.iVE BEEN A LOYAL CUSTOMER FOR OVER 22 YEARS. KUDOS TO JOSH AND HIS STAFF FOR THE AMAZING CUSTOMER SERVICE THEY GIVE TO US. THANK YOU AGAIN, MELODY HANNA. STORE 209 DIR JOSH JUSTUS/RECEIPT # *********************