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Recent order not filled correctly

We are customers of Nob Hill on Bay Ave in Capitola, CA. We are pleased with its service where we can shop online and pick-up our groceries curbside. We've used this service 4-5 times for our entire week's groceries. However, our recent shopping list was missing two items that we said could have substitutions. We ordered a pound of Sunset tomatoes campari style. We can understand the store being out of these, but we specifically said OK to substitute. Several substitution options existed for a pound of tomatoes, but we got NO tomatoes. We also ordered a package of Guerrero flour tortillas. We said OK to substitute, but got NO tortillas, although the store had about 20 tortilla varieties available for a substitution! Please ask your shoppers to SUBSTITUTE when the customer says it's OK. We are 80 and 86, and don't go into stores due to Covid-19. This means we rely on Nob Hill shoppers to supply our food. Thanks for your help on this!
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ID
#2023642 Review #2023642 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

Poor sustomer service

I am a long time customer buying a lot of products. It seems many of the staff here don't appreciate that customers are the reason they have their jobs. Milk product sliding across the conveyor belt on its side and being packed on its side. Heavy items packed on top of delicate items. Unfriendly produce department. When asked where items were I was deliberately misdirected to wrong area. This happens most of the time and at checkout with the same checker. Love the store but will buy less so I can use self checkout. I spend a lot of money here. The employees are supposed to present a positive experience for the company they work for.
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ID
#988295 Review #988295 is a subjective opinion of poster.
Service
Nob Hill Foods Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

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