![]() ![]() Others that are already up and running have asked for customer patience with order delays or items that are unavailable. has accelerated the tests of its new Voilà e-commerce service. The crisis is causing more customers than ever to test out online grocery purchases, and retailers have raced to keep up – for example, Sobeys parent company Empire Co. Walmart is among those in the grocery sector classified as essential services during the pandemic. Russell had to get in touch again to receive the remainder. ![]() His refund arrived 17 days after the order arrived, but it was $9.44 short, and Mr. Russell decided to rely more on e-commerce during the pandemic. The 37-year-old lives in Mississauga and had always shopped for groceries in stores, but in an attempt to limit unnecessary outings, Mr. “How do we prove that we didn’t receive these items? The driver said they did the delivery.” Because of COVID-19, his partner is unable to work and they are now a one-income household. “We were like, ‘do we just write this off? Are we ever going to hear back?’” Mr. But those who called the customer-service centre said they waited on hold for two hours or more and, in some cases, never reached an agent. Walmart Canada says it has hired nearly 300 new customer-service agents to respond to e-mails and calls. Customers who spoke to The Globe and Mail said e-mails to the company generated only automated responses, saying Walmart is not able to reply to every e-mail. The delays in refunding those erroneous charges is occurring at a time when COVID-19 has created significant economic uncertainty across Canada. Shahid, dozens of customers have posted to Walmart Canada’s social-media channels recently with similar complaints. But some Walmart customers have noticed a different problem: They’re being charged for items they never received and, in some cases, entire orders that never arrived. Amid the pandemic, grocers have had considerable difficulty meeting a surge in demand for online grocery purchases, with longer waits for delivery and some items selling out. ![]()
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