Bay Area families furious as Good Eggs fails to deliver Thanksgiving meals

A system failure left some Bay Area customers of the San Francisco grocery delivery startup Good Eggs incensed that no one told them their Thanksgiving deliveries weren’t coming.

In a long Twitter thread, Good Eggs CEO Bentley Hall explained that early Wednesday morning, the company “experienced a multi-hour warehouse system outage.”

“On Tuesday, we fell behind on picking orders. This resulted in delivery delays early in the day, and a driver shortage later. To address this, we pushed some deliveries to early Wednesday morning,” Hall explained in a statement. “Early Wednesday morning, on our biggest batch of the year, we experienced a warehouse system outage for several hours. This created a cascading set of more material challenges during the day. We were unable to recover fully from them.

“I made some poor decisions earlier in the day that led to a lack of timely, clear communication. We left many of you in the dark. That is inexcusable and we will never make that mistake again.”


According to screenshots posted to social media, some customers received updates saying their orders would arrive between midnight and 8 a.m., while others received no communication at all about the delays and cancellations, leaving them waiting until Thanksgiving morning for orders that never arrived.

“Would’ve been nice to know that earlier. It’s too late now,” one customer wrote on Twitter. “Still haven’t received any emails about my order or anything that says I’m getting a refund. Very disappointed.”

“That was a lack of accountability and ownership. You could have decided, instead, to be transparent with customers. Evading the problem and dodging customers put us all in an impossible situation,” wrote another in response to Hall’s Twitter thread.

According to the Good Eggs, customers with cancelled orders will receive refunds by Dec. 2. Customers with missing orders will receive refunds “as soon as possible.” The full details of customer compensation for the Thanksgiving meltdown can be found here.

Good Eggs was founded in San Francisco in 2011 and delivers produce, meal kits and other grocery essentials.

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