retail news in context, analysis with attitude

…with brief, occasional, italicized and sometimes gratuitous commentary…

• The Syracuse Post Standard reports that Wegmans is adding curbside pickup to the services offered by two Syracuse-area stores, in DeWitt and Clay, New York; this increases the number of stores where Wegmans provides this option, as it previously made it available at its stores in “ in Buffalo, Rochester, Ithaca, Johnson City, southern New Jersey, Virginia and southeast Pennsylvania.”

The story says that curbside pickup requires a $10 minimum order, and does not carry with it the fees charged for home delivery.

The service is being offered in partnership with Instacart, with also handles Wegmans’ deliveries.

I hope and pray that somewhere at Wegmans headquarters, the really smart folks who work there are developing a delivery option that the company will really own, and that will allow it to stop outsourcing this critical part of the customer service experience to someone else. It is hard for me to imagine that a company as committed to a superior and differentiated customer experience as Wegmans would see this approach as anything other than a stopgap measure.
KC's View: