Consumer complaint received 2023-11-29
Company: Conduent Incorporated
State: TN
Product: Prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Overcharged for a purchase or transfer you did make with the card

Complaint:
On XX/XX/2023 I placed a "small grocery and household items" order on the merchant website XXXX. The merchant XXXX uses a different merchant known as XXXX to fulfill their orders. Which means if you shop with XXXX online, XXXX will send your order to XXXX and have one of their contractors to shop and deliver the order. 

After, I placed my order I tried to monitor my order online as Ive usually done in the past. XXXX usually sends customers a link to monitor their order. I never got a link to monitor my order. I informed XXXX that I updated the email on my account so the link could have been sent to my old email address. I asked them on several occasions via chat to resend me a link for the person who is shopping my order just so I can monitor what they are selecting and to see if they are following the notes I left on my order. Too my surprise every agent I spoke with didnt know how to help me. The agents via the chat for XXXX kept giving me the run around and some where even behaving as if they didnt want to deal with the issue at hand. When this happened, I had a terrible feeling something would go wrong with this order. Ive used XXXX services in the past and they usually provide good services so Im not sure why everything was awful this time.

So, after not one agent seem to try and help me get a link to monitor my order. And a link to your order is basically a link that lets you communicate with the shopper and you can even see the items they have selected. I never got a link and I even told the agents via chat for XXXX that I wasnt able to use the mobile app since my phone was off. I placed my order on their website and when you log in on the website it only shows me what I ordered and not what the customer is selecting and I couldnt chat with the shopper. 

Okay, so when my daughter and I logged back into the website to see if the order said it was out for delivery we saw that it was on the way. We waited and waited for the order and we left delivery instructions on the website that clearly said, "deliver to my back door and place bags inside the black card on my back porch". Those are the same delivery instructions we use for EACH AND EVERY ORDER! So, we check the order online via a computer and we saw that our ordered said "Delivered". We checked our front and back porch and we had no bags. So, we started to look around outside the door and noticed some bags across the way from us on someone elses back porch. My XXXX-year-old daughter had to run all the way to someone else house and collect the bags that were left. It was extremely cold and we didnt even know how long the bags were sitting at this neighbors house who doesnt live beside us but in front across the field from us. 

So, my daughter collected the bags and brought them inside. I logged back into the XXXX XXXX website and saw that our final receipt updated. The final receipt updated after our order was delivered. The final receipt showed that the shopper ADDED a ton of items to our order that we did not request nor did we receive. Also, the shopped did not follow the notes I left on each and every item I ordered, nor did she follow my drop off request. The shopped added so many items to my final receipt as a "SUBSITUTION" yet those items she added made no sense on why she would even purchase the items. In example, the she added XXXX in the amount of XXXX and XXXX XXXX XXXX XXXX XXXX in the amount of XXXX when the only chips we ordered was XXXX XXXX XXXX XXXX in the amount of XXXX which she did buy and deliver to us. The XXXX and the XXXX XXXX XXXX we didnt receive nor was it in any of the bags. We only got the XXXX XXXX XXXX XXXX. Next, she added XXXX 100% pure beef patty quarter pound burgers for XXXX which we did not order and the only beef we ordered was a small pack of ground beef for XXXX which we did receive when she delivered. So, it didnt make sense that she found the small pack of ground beef we wanted and then turn around and add a bag of XXXX pure beef patties that we never asked for. We did receive the XXXX beef patties when she delivered yet was never a part of our order nor should it have been added. Next the shopped added 3 gallons of XXXX 2% reduced Fat Milk for XXXX and we never ordered any milk. The only liquids we ordered were two bottles of XXXX water. Once again, why would she add 3 gallons of milk to our order. When she delivered we did not receive the milk in any of the bags. Next, the shopper added 3 bottles of XXXX XXXX XXXX for XXXX and once again we never asked for any soda and as I stated before we only bough two bottles of water which the shopper found in the store so it didnt make sense on why she added soda. When the shopper delivered there was no soda in any of the bags and the only liquids we received was the two bottles of water. Next, the shopper added a box of cereal known as the XXXX XXXX XXXX XXXX XXXX for XXXX to our order and we never ordered any cereal. The only breakfast we ordered was a small box of breakfast bars called the XXXX XXXX XXXX XXXX XXXX XXXX for XXXX which the shopper did find in the store and purchase. So, once again it made no sense why she added a box of cereal to our order. When she delivered we did not receive a box of cereal in any of the bags we only got the breakfast bars we originally ordered. Next, the shopper added a HUGE TUB of of margin thats 45oz this item is called XXXX XXXX XXXX XXXX and it costed XXXX. We NEVER ordered any type of oil spread or butter so this made no sense on why she would add this to my order. When the shopper delivered this item was in our bags yet we never ordered it and I would never in my life buy this kind of a product. Next, our XXXX  Ice cream that we order called the XXXX XXXX ice cream that costed XXXX I requested a refund since it was melted and we didnt trust eating it since it was left at another residence. Too be quite honest we didnt trust eating none of the items we bought as I honestly felt that the shopper was someone who messed my order up on purpose. 

I reported this matter to XXXX  via the chat over 20+ times and each time they gave me the run around. The first agent I spoke too informed me that she would refund the whole order after all the stress we had gone through and how we didnt trust that the food or items had been tainted by the shopper or since it was left at another residence. The XXXX agent sent me an email saying she would refund my whole order and she said in the chat to throw everything out. I told the XXXX  agent via chat to send someone back to my apartment to pick up the bags that they left at another residence and refund my money as at that point I no longer any of it as I was Disgusted and upset regarding this whole ordeal. The XXXX agent told me in chat that she couldnt send the driver back to get the bags and to just throw them away. 

Also, for this whole order I paid using two methods. My first method was my XXXX known as XXXX XXXX in the amount of XXXX and the second was using my XXXX XXXX XXXX XXXX card in the amount of XXXX XXXX. So, when the agent told me she would refund the whole order, I noticed that they refunded my XXXX known as XXXX XXXX back to my card in the amount of XXXX and I see that I had two small pending payments back for less than XXXX back to my XXXX XXXX XXXX card. Next, on the morning of XX/XX/23 I log in to the XXXX website and saw that XXXX not only recharged me for the whole order but also recharged me for all those items the shopper added to my order that I DIDNT ASK FOR nor did we even receive when she delivered. 

Okay, so on XX/XX/23 and XX/XX/23 I chatted with around 20 agents via chat for XXXX trying to resolve this issue and I had two agents trying to force me to take a store credit. I told them I shouldnt be charged for these items and should be refunded after everything that happened from the shopper leaving the items at someone elses residence, to the shopper adding stuff to my order and either keeping the items or delivering it to someone else. I also informed XXXX via chat that since the shopper messed up our order and didnt follow any of the instructions from delivering nor shopping instructions that I didnt want to give her a XXXX tip and asked that they send me a link to remove my tip. XXXX told me to contact XXXX to adjust the tip and when I contacted XXXX they told me only XXXX can adjust the tip. I had to go back and forth about EVERYTHING with this order. No one helped me remove my tip nor did they help me resolve this issue. And to add injury to insult an agent for XXXX  VIA chat had the nerves to force a XXXX credit on my account after I told her and other agents I didnt want a credit since I will never shop with them again. I have reason to believe that the agent forced the credit on my account because she realized they refunded my XXXX from my XXXX XXXX card then they charged this whole order to my XXXX XXXX XXXX card. None of this makes sense, I asked them the morning of XX/XX/23 why would they refund my XXXX XXXX back to my card then charged this whole order including the stuff we never received or asked for for to my prepaid debit card. 

I honestly believe that the agents for XXXX is behaving in a corrupt, deceitful and disgusting manner. Every interaction with them to try and resolve this matter they acted like they dont know anything and they keep giving me the run around telling me to contact XXXX when Im their customer and not XXXX.

Lastly, when I filed my complaint with XXXX on what their shopper did and how she added stuff to my order and either kept the stuff or gave them to someone else a manager at XXXX  name XXXX told me that the shopper also messed up other peoples orders and how they received other complaints. XXXX said I should be refunded. 

Overall, Im so upset at XXXX and how they behaved and I even want to sue them. I wholeheartedly believe that XXXX and XXXX  did this event on purpose and I believe that this is all a set up. When I grocery shop inside XXXX  I have employees watching and following me around and strangely when I shop online at the same store they kept giving me a hard time, lying to me and giving me the run around. XXXX is corrupt, their employees are poorly trained and XXXX basically hires anyone. The shopper who shopped my order just started working for XXXX about 3-4 months ago which is what a manager for XXXX  stated. I want a full refund for my order after all that I went through and emotional damage. We are scared to even eat or use the stuff we bought since everything was left at someone else apartment. XXXX is wrong for how they handled this matter. How can they allow anyone to add items to someone order that they never asked for nor was it a substitute of any kind but the shopper just went in started adding items and then gave us a high bill? On top of this XXXX  is trying to make us foot the bill as they recharged my card for everything. Which doesnt make sense because they refunded my food stamps back to my card then charged my card all over again for the full amount.

Company response to consumer: Closed with explanation