A Disappointing Experience with Diksi Delivery

Hello everyone!

I was really stoked about the cashback offer from Alpha Bank for Diksi delivery, but unfortunately, the service has been a total letdown.

I've given them the benefit of the doubt a few times, but it's clear they're not taking customer concerns seriously. The sheer number of negative reviews speaks for itself.

Let's get to the good stuff... or what's supposed to be good.

THE GOOD:

1) 20% cashback with my Alpha Bank card. That's a nice perk, covering the delivery cost and giving me a decent discount. But is it worth the stress and hassle?

2) Diksi prices seem to be a bit more reasonable than some other stores. They've got a ton of promotions going on.

3) Product selection is pretty good for a supermarket. I've been able to find what I need most of the time.

That's where the positives end. Everything else is a total minus and a bunch of inconveniences.xa0

THE BAD:

1) Shipping Times. They're completely unpredictable. Even if the order says an estimated delivery time, it doesn't mean the products will arrive within that window. You can safely plan for anywhere from 1 to... maybe 5 hours.

I've had orders take up to 5 hours to arrive, and that's not even the worst part. One time, I ordered products at 5 pm, but they didn't arrive until around 11 pm the next night. The order status didn't change the whole time. It's impossible to plan anything with Diksi's delivery, as you can understand. If you want to order something for dinner, there's no guarantee you'll get it in time. No matter when you place the order.

2) No notification when products are missing. For example, you order meat, expecting to cook it. But... it just doesn't show up. And they don't even notify you about it.

3) Expired Products!! This is the fun story of my last order. They delivered expired yogurt to me! Yes, expired! Of course, I didn't eat it. Getting food poisoning is a scary thought. I'm not even talking about the meat they deliver with the last few days of shelf life left. You have to cook it right away. And if I wanted to put it off for a few days? They don't care. They just want to get rid of old products and unsold items.

4) Customer Support. Support isn't exactly their strong suit. They don't respond to chat requests. The contact form seems to need some technical tweaking.

xa0

MY LATEST EXPERIENCE.

I ordered products on the evening of January 3rd. The delivery guy came, but I was a bit preoccupied. I quickly put the products in the fridge, despite the expiration dates. I only checked the chilled meat. There were two packs - both with the last few days of shelf life left!! I couldn't cook anything that night, so I had to put all the meat in the freezer. Awesome, buying chilled products just to stick them in the freezer, right? But that wasn't all. The next morning, I wanted to try the yogurt for breakfast. But I was horrified to see that it had expired two days ago! And the kefir was on its last day too. Soon, I started typing away in the support chat, expecting them to refund my money. But then came the 'funny' part.

First, the bot responded, and then... apparently, a human came. The problem was that I couldn't find my order number right away. I saw a number (maybe it was on the receipt?) and entered it. They told me it wasn't the correct number. I sent a scan to help them out. But the chat just went silent... and stayed silent for several days

I sent a request through the feedback form, detailing the delay. This time, they weren't interested in the order number, but they were concerned about the photo of the expired product, which wasn't attached properly because it was too big. I asked them to give me their email address so I could write a proper complaint and attach files without having to compress them too much, since I was using my phone, not my computer. But they didn't even respond to that message. At this point, I'd almost given up hope of getting any kind of compensation for the material and emotional distress. Two messages from the feedback form were left unanswered, and the chat was a dead end too. In the end, I managed to find the order number and sent it to the chat along with a photo of the expired curd. And hallelujah! They returned my 87 rubles. But it took a lot of nerve-wracking effort. Of course, no one will return any products on the last dates. I think this was my last order from Diksi. The last delivery was the final straw. I'll be using other stores from now on.

xa0

I wouldn't recommend it.