I made my first order on Voila on 2 December 2022 for a scheduled pickup on 5 December 2022. The item I ordered that day is charged by kilogram. I ordered a frozen turkey that was supposed to weight 9-11kg. I showed up to pickup my order and was informed that they did not have one in the size I had ordered, and they had substituted it with the next size down. I was told at this time that I would only be charged for the size turkey I was receiving 7-9kg, and it stated on my receipt the amount I was being charged. When I checked my bank statement, I had a hold put on funds as if I was receiving the larger turkey. These are sold by the kilogram. How can they charge me for a turkey by weight that they didn't even have, who's creative billing weight was this. Because I paid by visa debit, the payment was removed immediately from my account, and now have to wait several days for the refund of the overcharged amount. This whole ordeal seems like an invitation to fraud.

Ordering in French.

If I wanted to order in French I would have stayed in Qc. I live in Ontario why can’t I order in English
Then I go to submit this complaint and I have to have 150 characters.

Missing items, not responding to our email. can of creamy chicken they charged us for it and did not deliver. Not answering us on email. Food costing more and more and voila not delivering the Goods. charged us in full.

Your groceries delivered. Just like that.

Be aware that Voila grocery delivery is a complete scam. They deliver not fresh products and deceive. Today I received my first small ($75) delivery order from Voila. Please look at the picture. In a bag of oranges, 2 oranges were rotten and 1 orange was completely smashed. Look at these two hard, green and bruised pears. I received these in my order instead of the 2 boxes of organic pears I paid $20.58 for. According to Voila support, I believe I will receive the missing crates of pears within 1 hour. Did not happen. Be carefull.

They delivered our order today. We were missing about 100$ worth of things that were still charged for.

Noone informed us of this if we did not realize we would have been screwed of 100$.

Now we have to waste our time to contact customer support informing them of this MAJOR fail. Will never order again.

NOPE!

Lengthy review but… OOF…

My grocery store stopped doing in-house delivery and partnered with Voila for deliveries, so I regrettably placed my first order with Voila recently and the experience was awful. 10/10 would not use their services again.

If you have other options other than voila, I would recommend using that other option. But if you still choose to use their services, hopefully it’s better than my experience lol.

What Happened:

For starters, the delivery driver couldn’t figure out where I lived and couldn’t understand my explanation of being a big APARTMENT building at the very corner of the street and was hard to miss. They kept requesting to turn the light on outside of my “house” it ended up taking them 20 minutes to figure it out…

Then they didn’t want to actually deliver to my door and was shouting in the hallways late at night.

Then I had a big chunk of my order missing & ended up with a few items that belonged to someone else…

After speaking to customer service they said the items are scanned before delivery and as long as the items I purchased weren’t scanned then I could get a refund for those items. Which if they go by that logic, then the person that ordered their items that I received instead would still be charged for the items they never even received and vice versa… They ended up agreeing to refund me for my missing items and offered to give me a code to use for my next order with them. (Yeah right lol) I went ahead and asked what the refund would be (as I like to make sure we’re on the same page) and was told they didn’t know since they had to manually do it.

But to top it all off… They sent me an invoice of my post delivery then another email with the refund details and I noticed refund email to be off, so I went ahead and compared and EVERY item I was refunded, they refunded less than what I actually paid per item… E.g. chicken breast $13.00 refunded $10.00 lol.

I emailed customer service with screenshots of both emails explaining if I paid $X.XX for an item that I never received then I should get the exact same amount I paid for back… They apologized and refunded me the difference.

Overall:

Customer service representatives were nice.

If the drivers don’t know where they’re going, might be best to use a GPS for some guidance.

The shouting in my building late at night was very unprofessional. They had my number, they should have at least called me.

I shouldn’t have to email customer support explaining the refund amount issue. Though I feel like this was intentional.. Makes me wonder if they do this often in hopes of not getting caught and making a profit. If it was one item, okay sure. Mistakes happen. But not with every single item?

He wasn’t able to contact me but still came upstairs and was the most amazing customer service experience. Thanks Harjinder for delaying his further delivery just because he felt I needed the groceries. He was very helpful and polite.

Simple, easy, fast

I have to say the best part of Voila is the ease of navigating the website to pick my grocery order. I was so impressed with the search function and the adding process. It saved me so much time compared to other online grocery pick up sites I’ve used. The pick up process was equally as easy. I would highly recommend. Not to mention the quality of the produce picked in my order. Extremely pleased start to finish.

Voila order

I ordered for the first time from Voila. I have frequently used Walmart grocery and Instacart so was very used to those systems. I did not find it easy to navigate the website and many things I wanted to purchase that are actually available in this store were not on the website to purchase. I placed my order and received a confirmation email of my order. I did not receive another email, text etc until 30 min prior to my pickup saying my order would be ready at the appropriate time and that 4 of my items had been substituted for other products some smaller sizers at a much higher prices than the larger size I had ordered. I picked up my order and the gal was super friendly and professional. I declined the items I did not want that were substituted and the rest of my order was correct and in good condition. I do not think I will use Voila again however, as I found it very hard to use the website with minimal options available to me for the things I wanted. The other online systems I have used are much more user friendly and interactive with updates etc. about my order(ie. substitutions made ) and Walmart will substitute and not charge you a higher price for the item which is nice.

Promo code beware

Pick up was easy and fast. All the grocery items looked good. 2 items got cancelled because they didn't have enough stock. I had a promo code but it got cancelled when my 2 items were out of stock. So I didn't get my discount.