RedMart

Well, I’ve tried Fair Price and Giant online and decided to give Redmart a shot. Sadly my first experience is likely to be my last.
I placed an order for about 20 items and was able to sign up for delivery the next day. Things seemed to be going well until the delivery arrived. Nearly half the delivery was missing (8 items). There were some items that we didn’t order (diapers and baby formula) that I gave back to the driver before he left. He told me I didn’t have to sign for the order since it was missing so much. He told me that customer service would call. When I heard nothing, I called them about and hour later and was told by a recording to leave a message because all service reps were busy. There was no response for more than an hour so I sent an email. A while later I got a call where they basically said they knew nothing and would call me back. Two hours later they called again to say they would deliver the missing items the next day.
Not a very good first time experience. My experience with Giant and Fair Price has been better. Their customer service was much more responsive, and when they made an error (never as big as this one from Redmart) they made good in better ways (provided credits to apologize, etc.).
UPDATE: When Redmart showed up for the re-​delivery, they still had the order wrong. They had each of the missing items but not the right quantities, we had ordered six milks and six juices and only one of each was delivered, so another re-​delivery has been scheduled. Three deliveries to get a single order right, no offer of an compensation for their ongoing errors…

So far so good, I’ve been ordering from them for about a year with no problem at all. Love the mobile app, easy to navigate and place order. I have my credit card details stored in my account so checking out is super easy. They have almost everything I need most times, it’s also fun to check out their seasonal offerings (CNY, Christmas, Easter etc). I don’t really compare prices carefully but I think they are pretty competitive. Perhaps not the cheapest but it saves so much time and transportation cost of you order $ 75 and above for free shipping. My usual orders are whole cartons of diapers so I hit $ 75 quite easily, and I’d buy heavy stuff like beverages (they even have my favorite sparkling wine) and oil so I don’t have to carry them back myself. Delivery is generally on time or sometimes early. I think my area is quite safe so when I am not sure if I will be home to receive the order, I will just request for them to leave it on my doorstep. This is an option that I really like coz most times delivery men require someone to sign for items so that can be pretty inflexible. I am grateful for the service, makes life so much easier!

Red mart used to be very efficient but I had the most disappointing experience for my last order. Firstly, they had to delay delivery because of traffic. That’s understandable. Then they never showed and its two days later. I wrote to customer service and got a standard reply. I called their customer service line — held on– only to be transferred to another line and then cut off. I left my number and never heard back. They charged me for items they did not have and instead of giving me a refund they gave store credit. Be careful of them. Use fair price online instead. Less frills but reliable

I have placed my order a week back and you guys have just cancelled the order at last minute without any explanation. Here I am waiting for your freaking delivery and there’s not even a call to share that it’s cancelled. Do you consider the customers as stupid? What kind of service business are you running if you are not even prepared to deliver the service?
I believe an order placed before one week should have given you enough time in plan it in advance. Red Mart’s business practice has sufficient detail for a case study on a WORST SERVICE PROVIDER. If I had a choice I would have given zero stars to your service, but unfortunately Facebook needs at least one. Are all the 5 stars reviews given by your own staff? Please look up the word ‘credibility’ in a dictionary.

My last experience (Order #18) with RedMart has shaken my confidence in them.
RedMart has grown a lot since I last reviewed its services. It finally has a fresh food section for delivery even though the range is tiny at the moment. With its growth, I think it may have issues with its logistics and manpower.
My concern with them now is the fact that they could not contact their delivery men. Either that or they are just not communicative to their customers on giving a status progress on whether the delivery guy will arrive or not.
What happened?
I arranged for delivery between 10am and 2pm. By 2.30pm, nobody showed up. I called the hotline (it was finally picked up after a few tries), and asked about the status. I was told to wait for a call back while they checked. Nobody called back 30 minutes later, so I called again. Spoke to another person who said the same thing, they will check and get back to me. Still no new after an hour. So I called again at 4pm and this time the customer service officer was more pro-​active, and he called back 5 minutes after. However they could not get hold of the delivery man, and said he would get back to me after he checked with their transportation department. He never did. In the end, my groceries did get delivered at 4.30pm which was 2.5 hours later than the arranged timing.
While I am thankful my items were delivered, this incident made me wonder how reliable the delivery system is, when they apparently could not even get hold of their own people. Even if they sub-​contracted out the service, it is still a worry. And it is annoying as they could not tell me if I should re-​scheduled it or continue to wait. It is a time-​wasting experience instead of a time-​saving endeavor.
Generally RedMart is good but they just need to improve on their reliability or ability to communicate with customers effectively.

Redmart customer service is very responsive and helpful (difficult to find in singapore in general!) They respond to emails very swiftly. My first order with them was a big one, delivery was smooth and in time. 1 week later i noticed 2 items (out of 200 maybe) were missing. I emailed and was offered to have cash back or credit to my account. I will certainly continue buying on redmart.

In general, I’m excited about having something akin to Tesco’s or Giant (USA) delivery service here in Sillypore, but as a start-​up they still have work to do. In my delivery a fee items were missing, and it was near impossible to get a live-​line person to report this immediately. I was promised a CC refund and told that an email about out-​of-​stock items was sent before delivery. Both not true. Was very dissatisfied that no email reminder was sent before delivery, nor my instructions on contacting my helper at location followed. Lots of learning on the curve which is sad for a board comprised of ex-Tesco’s, Skype, and Rocket Internet people focused on CRM.
Pluses are the iPhone app, the best B2C website for retail in Sillypore (which given the competition is a very low bar — retailers here suck on the web!), and wide stock age of dry goods that are heavy. Until they update their business model to carry fresh foods, frozen goods, and cold milk like Tesco’s refrigerated vans, they won’t be competitive in getting repeat shoppers beyond the 2x monthly laundry, dry goods, soda delivery. But for spouses tired of lugging these goods or lugging the helper for these goods, it’s worth the 1x delivery fee a month to save time. For most Sillyporeans though, it’ll be a pass bc of the larger ratio of wet goods in cart composition and the huge reliance (and petty disregard) for helpers to lug this stuff.
With the amount of invested capital in this co, and the guvvy’s strong push to back it as a new biz model, it’s rely sad that they didn’t focus on the user first and redline the delivery management.
They need a time out and return to basics approach w new discounts to entice new customers. I’d return then.