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A system failure left some Bay Area customers of San Francisco grocery delivery startup Good Eggs furious that no one had told them their Thanksgiving deliveries weren’t coming.
In one long Twitter threadBentley Hall, CEO of Good Eggs, explained that early Wednesday morning the company “experienced a multi-hour warehouse system outage.”
“On Tuesday, we got behind in order picking. This resulted in late deliveries early in the day, and a shortage of drivers later. To remedy this, we postponed some deliveries to early Wednesday morning,” explained Hall in a statement. “Early Wednesday morning, on our biggest jackpot of the year, we experienced a warehouse system outage for several hours. This created a series of additional challenges cascading through the day. We couldn’t. get over it completely.
“I made some bad decisions earlier today that led to a lack of clear and timely communication. We have left many of you in the dark. It is inexcusable and we will never make this mistake again. “
According to screenshots posted on social networks, some customers received updates that their orders would arrive between midnight and 8 a.m., while others received no communication regarding delays and cancellations, leaving them to wait on Thanksgiving morning for orders that never happened.
“It would have been nice to know that sooner. It’s too late now,” a client wrote on Twitter. “I still haven’t received any emails regarding my order or anything indicating that I’m getting my money back. Very disappointed.”
“It was a lack of accountability and ownership. You could have decided, instead, to be transparent with customers. Dodging the problem and dodging the customers put us all in an impossible situation,” wrote another in response to Hall’s Twitter feed.
According to Good Eggs, customers with canceled orders will receive refunds by December 2. Full details of customer compensation for the Thanksgiving merger can be found here.
Good Eggs was founded in San Francisco in 2011 and provides grocery essentials, meal kits and other grocery items.
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