On a descriptive level, this surprises me and interests me, because I only once happened to encounter a mistake in my favor (all the fruits and vegetables arrived doubled. I called to tell them I had no problem with their charging me for the extra grapes and watermelon and a few other things, but I have no use for 3 kg of cucumbers, for example, when in any case the last ones in each cycle end up thrown in the trash after they wither, and they were welcome to come take them. But she simply told me, “Okay, never mind—if it arrived, it arrived”).
Mistakes to my detriment happen in almost every second delivery (and I place a delivery about once every week and a half, usually from Rami Levy), but in a small amount. I’ve only encountered cases where a product appears on the invoice but doesn’t arrive in the delivery. I haven’t noticed quantity mistakes (other than by weight, which I don’t check).
And while we’re already talking about deliveries, let me speak and find relief: there’s a hole in the system regarding out-of-stock items, and I don’t understand at all how anyone supervises it. On the website it almost always shows that everything is in stock. But at the time they collect the order they inform you that this and that are missing and maybe you want to substitute this or that. So there are just boring things, like I ordered yellow fabric softener and we only have pink (as if I chose by color and not by whatever was closest for me with the button), but there are also cases where after the shortages and after the substitutions it’s really no longer clear that I would have chosen that particular store for the delivery. But it’s already too late for me to cancel the whole thing, because now to sit down again and place an order from another store, which would usually only arrive the next day, doesn’t always work for me. So what incentive do they have not to leave this mouse-trap deception online? After all, each individual customer will think, “Well, it happens in good faith, and it won’t happen much.” True, as in any competitive market I can simply move to another store, but first, I don’t want them gaming me in this way even once; second, I’d rather learn from the general experience of others instead of only from my own experience (especially since I won’t be able to know whether something in that area has changed there). They obviously won’t agree to it on their own, but if it were in my power I would force them to publish (even for payment) the aggregate information on shortages and substitutions, and then analysis and rating companies would arise and give updated scores to stores accordingly. It’s like a certain park advertising on its website that the entrance fee is 10 shekels, but in practice charging 15 at the gate (or continuing to flaunt pictures of the water slide even though it has been under repair for half a year). Obviously, after the whole family plans and arrives at the park with cheers, they’ll also pay 15 and everything will be “by agreement,” but that is deception par excellence.