I just took the shot and tried it last week, given the 3 months free trial, and a $15 promo code SOCAL3 off the first order, sounds like a good deal? Well read on for my first order adventure (summary at the end).
So decided to place a Costco order of 3 items on Monday night, and only found out the promo code did not work (it was given out by the Google Express FB account). So I emailed the GX support, and surprisingly got email response early on Tuesday and they apologized and gave me a new code.
So far so good, so I went ahead and placed the order of 3 items, a pack of facial tissues, a box of baby wipes, and a pack of size C batteries and got a delivery schedule for Wednesday and $15 off the order, sweet! By the afternoon on Tuesday, I got an email from the GX support telling me they are sold out on the facial tissues. WHAT! I have never seen it sold out in the store, but if they tell me they don't have it I guess that will be it, so they cancelled the facial tissue from my order and GX app now show the other two items as "packed", no big deal.
Now came Wednesday, morning went by, afternoon went by, no change to the order status, still shows both items as "packed". By 9PM I went outside the door and saw the box of baby wipe with the top of the box almost broke open, but no battery, and the order status still says "packed" for both items. Hmm...time to contact GX support again, and they got back to my email within an hour, and not only one people replied, but two people from two different groups replied, kind of redundant but at least they are trying to help I thought. The response is disappointed though, and below is their exact word:
"Yikes! Due to an unexpected snag, looks like we're unable to have all of the Costco items from order ### delivered today. ..."
I guess that's the Google way of training how the CS people should respond to customers, and they couldn't explain what "unexpected snag" that was. They told me they can reorder the battery for a Saturday delivery and gave me another $15 credit for future order. By now I have already spent probably enough time to go to Costco myself, but oh well I'm not in that a hurry anyway so I will just wait for the shipment.
Now came Friday night, and all the sudden I got an email from GX saying my order has been delivered!? I went outside and saw a GX shipping package, opened it and only revealed lots of loose batteries inside with the wrapping completely broken. I was like "GREAT!". Open the GX app, it shows my initial order has the battery returned to the warehouse, and the new order is packed but not shipped (huh? so what did I just receive??). By now I don't know what to tell the GX support anymore so I left the bag of batteries just sitting in the living room.
Now came Saturday, the order status of the battery now shows "in transit", but the whole day gone by with nothing shown by the door.
Finally today, by 8:30PM, the order now shows "delivered", and I'm getting a second bag of completely broken loose batteries. I'm really out of word now, other than I'm for sure going to cancel the service.
So in summary, ordered 3 items, got one item being cancelled, one item delivered on time but almost broke the box, one item delivered two days later with completely broken package which they thought was never delivered, and a duplicate order which was again two days later than the scheduled date (and is 5 days late from the original order date) with completely broken package again.
Good luck on ordering anything more delicate than a pack of batteries
Thank you Google but no thank you.
