The supermarket Rewe wants to help with a delivery service. That doesn’t seem to work as hoped.
Germany – Driving to the supermarket by car is particularly useful for bulk purchases – but it’s not exactly environmentally friendly. Rewe therefore wants to ensure that fewer people drive to shop in the future. But RUHR24* knows why the plan is apparently still stuck.
| Convenience store | Rewe |
| founding | 1927 |
| number of employees | 140.000 |
| Seat | Cologne, Germany |
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Rewe wants to make shopping easier and more environmentally friendly – and suddenly gets a shit storm
Rewe’s idea: Use a delivery vehicle to transport the purchases for several households in a residential area at the same time. Because these households no longer have to drive their own cars, climate-damaging carbon dioxide (CO2) is to be saved. But this option should also be a relief for older and disabled people – actually.
Because the implementation of the idea does not seem to be mature yet. After customers had already vented their anger at drugstore dm because diapers were no longer available*, the next shitstorm hits supermarket Rewe. On the Facebook page, some customers are angry about the delivery service.
Rewe starts delivery service – numerous customer complaints on Facebook
Several customers who have already tried the new delivery service * complain, for example, that there are hardly any available times for which you can order the delivery service to your home. The response from the company from NRW* followed promptly. “Due to the high demand, it can happen that the delivery slots are booked up quickly. We ask for your understanding.” For the customer, however, one thing is certain: “Yes, I understand, but unfortunately I buy online from the competition.”
A Facebook user even says that the possible dates are fully booked weeks in advance. And that’s not the only shortcoming (further news about supermarkets and discounters* at RUHR24).
Problems with the delivery service – the Rewe supermarket responds to customer complaints
Another customer has received an appointment with the delivery service from the Rewe supermarket. But there should have been significant problems with the delivery, as he announced on Facebook. The driver is said to have been there at 11.40 a.m. instead of between 1 p.m. and 3 p.m.
According to him, there is also a problematic exchange with the driver of the delivery service. “It was also a very difficult communication, he spoke almost no German,” says the message. But that’s not all, an ordered product is said not to have been delivered, but nevertheless to have been invoiced.
A call to the customer service at the Rewe supermarket was only of limited help, as they expected the driver to arrive at the customer at a different time. In addition, he is said to have been assured that he did not have to pay for the missing product. In reality, however, this was different from the customer’s point of view. “I don’t need such a nuisance,” he says, frustrated.
Rewe starts delivery service – customers with praise and criticism for the supermarket
The annoyed man summarizes: “Theoretically, Rewe Lieferdienst could be a great relief, especially for old, disabled people without a car. But unfortunately the practice is very different,” he said in his message on the company’s Facebook page. The supermarket apologized for the circumstances. However, the reference to contacting customer service does not seem helpful to the supermarket* customer, who has already tried to do so.
But in addition to the criticism of Rewe, there is also positive feedback on the innovation at the supermarket. “I’ve had deliveries for a long time. Ordered quickly. I am looking for an appointment. I already have it in front of the door,” says a Facebook user, grateful for the new service. *RUHR24 is part of the editorial network of IPPEN.MEDIA.
List of rubrics: © Oliver Berg/dpa
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