A large number of customers’ immediate response to news that Walmart is testing “in-fridge delivery” was essentially “stay away.”
“There is not a chance in hell I would let them in my house when I am not home!” one Facebook user commented on Business Insider’s article on the test. “Seriously, WORST customer service!”
“Oh god, Wal-Mart has terrible customer service as it is,” wrote another. “And they hire some suspect people. No thanks.”
“What moron would ever let a stranger into their home for any reason,” wrote a third. “Nope… really bad idea… besides my dogs [would] eat them alive.”
“I guess grocery shopping couldn’t get any easier. But this feels really weird to me. Would you use this kind of grocery delivery?” Erin Chase, author of the blog $US5 Dinner, wrote on her Facebook page. “Would you want a stranger in your house while you’re not home?”
Walmart has taken preemptive efforts to assuage customers’ concerns.
The retail giant isn’t using its own employees to deliver products, instead partnering with smart lock startup August and delivery service Deliv. August home-security cameras allow customers to watch the entire process from the app. And, doors lock automatically after the delivery has been completed.
Plus, the retailer isn’t forcing the test on anyone — only August customers in Silicon Valley who opted in to the service will have Walmart groceries delivered.
The bigger problem rests with Walmart’s reputation. While some people might be ok with a trusted startup entering their home, many people simply don’t trust the retail giant. Despite the fact that it would actually be Deliv employees entering customers’ homes and depositing orders, shoppers will still associate the delivery service with Walmart.
Walmart is already trying to distinguish the service from what people typically associate with the retail giant. The Walmart customer in the video demonstrating the service is a hip, young woman who appear to work at lingerie startup ThirdLove in an open San Francisco office. The message is clear: you may be shopping at Walmart, but you aren’t in Middle America.
And, Walmart doesn’t seem to feel the need to push the service on most customers just yet.
“What might seem novel today could be the standard tomorrow,” Sloan Eddleston, Walmart’s vice president of e-commerce strategy and business operations, wrote in a blog post on Friday. “This may not be for everyone — and certainly not right away — but we want to offer customers the opportunity to participate in tests today and help us shape what commerce will look like in the future.”
Sorry, that’s still awkward. Even if I can watch the person via cam.
— Luke Procopio (@LukeProcopi0) September 22, 2017
so Walmart wants to do in-home delivery.. who tf is going to trust their employees going into homes and not stealing anything lmao ????????♂️
— Gage (@gageemichael) September 22, 2017
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