I am writing this review out of SOLIDARITY, as I have encountered several people facing…read moredifficulties who explained their current situation to me. This has caused me great sadness for them and me and profound disappointment in Mercadona's values; it was unbelievable to learn this. I hope you can take a moment to read this, and I will explain below...
The new delivery policy at MERCADONA MIRASOL CENTRE (Sant Cugat-Barcelona) is very regrettable. Since May, home delivery is no longer available for in-store purchases, only for online orders.
As a result, many people can no longer shop at their Mirasol store, such as:
1- People who need home delivery and prefer to see/touch fresh products can no longer shop there? It is truly astonishing how the world of food products is becoming virtual.
2- Elderly people, others with health and/or mobility problems, without a car (they go by bus or walk to shop), or simply - for logistical and time reasons (they shop to receive at home later), or for convenience (time and not wanting to carry heavy loads).
3- People who don't know how to use computers and, for the reasons mentioned above, do need this service.
I never would have thought that Mercadona is jumping on the bandwagon of this lamentable, inhumane world where only profits matter and a small "service fee" is considered an "unnecessary operating expense" and therefore better eliminated. I assume it must be a program that doesn't consider other values that make a company worthwhile, since they must have programmed it to know how much they earn/lose and where they can save for better profits without considering the negative results that this decision may generate for other reasons. Customer happiness is achieved for the obvious reasons: good price/quality/offers, etc. This creates a bond with customers, but it's also based on the values a "brand" holds, such as empathy and a sense of social responsibility. These are fundamental pillars for customer loyalty, which leads to positive word-of-mouth referrals from friends, neighbors, and family. All of this creates a strong connection. These "subjective" values are invisible and cannot be measured; they are invisible to any program or statistician. However, they do exist, and a negative image can be very damaging, something they are achieving with this new policy.
I hope they will reconsider this new policy and reinstate home delivery service for customers who shop at this store. Otherwise, it would reveal their true philosophy, since, as I mentioned above, they don't care about losing customers and all that entails. They must expect many more customers due to the area's growth, thus increasing their profits.
Thank you very much for your attention.
PS: Of course, I contacted customer service, and the response was: "We inform you that we do not have a response for this type of request." In other words, a negative response in their company policy indicates that those in charge don't pay much attention to these matters and don't care at all.......
