SPUD Vancouver Avis 35

I was a long standing customer and had zero complaints, until March 2026 when they did a revamp of the website. Removed many of the features that were part of my annual membership. They no longer provide detailed invoicing. I have been attempting to reach customer service since March to request a refund for my annual membership and for the deposit on the bins I have returned. I have a BBB complaint open now, and Spud has not responded to them either. I would never recommend this company. The have zero customer service.

I accidentally discovered Spud.ca about three years ago and quickly became a loyal customer. Their selection was fantastic — high-quality organic produce, grass-fed meats, interesting European cheeses, loads of organic vegetables, and so much more. Their carbonated beverage options (like the unsweetened LaCroix-style ones) were way better than anything I could find at Safeway, Save-On-Foods, or Choices. Shopping with them made weekly grocery deliveries so convenient and enjoyable.

Unfortunately, after their recent website update, everything feels cumbersome and the inventory has dropped dramatically. Many of my regular/historical items have disappeared or become impossible to find. There's just not enough left that I want to continue my weekly shipments. It's very sad and disappointing because I used to recommend them to everyone — the customer service, delivery options, and overall remarkable experience made it stand out.

I'll keep checking back to see if they fix things and restore the variety I loved, because I truly enjoyed their products and service. Right now though, I'm sadly having to shop elsewhere. Very unfortunate.

Slow with orders.

I was a customer from 2021-2024. I loved spud immensely, particularly when you could still order the weekly bundles (chicken, broccoli, bananas, milk & some other items for $55). I particularly loved the subscribe and save option and the Be Fresh prepared meals (very special since I was living in a region without great restaurant access). But around 2022, the mandatory minimum order started to get higher. I took a break in late 2024 because the minimum order was raised to $125 and I couldn’t afford that every week, so I shifted to local grocery delivery companies (on the island). I recently started re-using Spud in February around the time the Save-on boycott started. A few weeks in, the new website launched. When I first logged in to the new site, I was concerned to see that my points were gone, but I trusted the FAQ page stating we would hear about how they were being re-introduced soon. It’s now May and still no word. Also, instead of the reliable subscribe function that allowed you to ‘set and forget’ your order (which I at one point had set to order $125 worth of food every week), you now have to log in on Thursday and desperately scrounge around the website to see what products remain and try to get them into your basket before they vanish from the site. To be fair, the new website brought some good things, like the minimum order was moved down to $60, similar to the big grocery chains. However each week I have noticed the variety of items has dropped, and today what is available kind of feels random. There seems to be serious supply chain issues. What set Spud apart from the Big Guys was that you could order from a variety of BC vendors, and you could subscribe so that you didn’t have to log in every week and scour the website for what was in stock, which saved an immense amount of time (but didnt stop me from checking every week to see what treat or whim to add, for fun). Last week I ordered several important items that were quietly removed from my basket without notice (presumably due to lack of inventory?). This means that I am now having to reluctantly go back to the Big Guys just to ensure I can reliably receive staples like bread and meat. Some cursory googling of reviews on yelp, trustpilot, and glassdoor hints at some possible internal issues with Spud right now and I really hope whoever is allegedly driving these huge changes is reading the reviews and I hope the staff possibly being impacted by these changes can see how much many of us wish the company would listen to its customer base and course correct back to its mission of supporting small local food growers and vendors, providing variety and reliable offerings, re-instate subscription options, and re-empower the good customer service that at one time set Spud apart from the grocery monopoly. 😭 Maybe I am off base but the apparent or seeming inventory issues, specifically, feels a lot like what was going on at MEC before the co-op was dismantled and the company was sold to a private equity firm.

I was a loyal customer since 2020 and I loved the subscription model, making sure that I got what I needed every week. It was easy to get a refund if products were damaged and there was a large (and continually expanding) product range. Since the website redesign, all of the above features are gone. Subscriptions no longer exist, for refunds you have to e-mail them and they get back to you over a month later, and the amount of products keeps shrinking. I'm taking my business elsewhere. There was no problem with the website and I don't understand why it had to be re-done.

I've been a customer since 2021. Loved the wide array of choices, the subscription for free delivery was worth it, the food was always fresh (aside from a few times which were then rectified & promptly addressed). Now this new website it utter shite. It's WAYYYY less user friendly & it's confusing AF. Ordering is time consuming & frustrating. So many brands are no longer available. Customer service that was once top notch is bare bones. I'm at the point that I now want to cancel my account altogether. Such a disappointment. They sold out. I'm going to use Odd Bunch instead for some great deals on fresh produce. That's truly a sustainable business model.

I've been a long time customer of SPUD up until they launched their new website and completely messed up the shopping experience. First off, I'm a "member" and pay $9.99 per month for free delivery in Vancouver as long as the minimum order is met. With each order, you receive points and can cash in 1000 points on your next order for $10 off. When they launched the new website, all the points disappeared. Their response on their website is "We will provide additional information on how to utilize these soon." I ordered once from their new website and that was enough. Half of my weekly standing order wasn't available from the new site. I was also just charged $9.99 on April 9th for my membership that they no longer offer. I've emailed their customer service and left a voicemail and of course no one is responding. I've contacted my credit card company to dispute the charge. It's also impossible to remove your payment method from their new site which can't be legal. Someone needs to lose their job over this epic fail.

I wondered if I was missing something, but over the past few weeks, fewer and fewer things I've been ordering for years are available. The good sour cream is now gone, and I know, first world problem, but why would they omit quality local products? The amazing pizzas are gone too?! We live rural, so getting our Spud order was a way to avoid a driving 50 mins for quality ingredients (in some cases over 90 mins), so whatever happened to their management is clearly showing based on the comments here. And I was turning a blind eye to the terrible new site and all the virtue signalling branding (Canadian owned, local, gluten free, etc.). All that detail was there before, and there was zero need to make that extra visible! My sense is they've been acquired by a larger corp, which happens, but you don't have to stop quality service and solid products your customers love when equity comes your way!

From a 5 star service and quality to a 1 star. It started without notification of a new website, deleting my account and information, removing subscriptions. Then we get an “oops” email offering an offer for a financial reward which was not applied when I used. I have waited a few weeks to see if they have fixed the mess, but nope.

I tried to shop today off the new app but they didn’t even have chicken or beef on this app they want us to use. So many items I used to buy weekly, biweekly and I can’t find anything.

So I finally sent a disappointment email.

Who did they have in charge of this mess. What contractor have they used. This was a fabulous business which I supported for years.
If some good people quit, get them back and apologize.

They used to be a great grocery delivery service but they've gone downhill. They'll send you bruised produce as if it's completely normal. Their new website is terrible to use. Products that you used to be able to buy are gone. Points that you had accrued are gone. Recently a container of groceries showed up at my house smelling like old rotten cheese. And no, I had not ordered cheese. And their customer support isn't great. It used to be awesome. Not any more.

I have been a customer since 2021 and slowly seen the company decline. They used to have operation here on Vancouver island and carried many local products and then ceased operations here and removed them. Since the new website they launched they cancelled accounts, removed subscriptions and discounts. I used to get $10 every other week as a discount and I loved the produce boxes. Their new site has I subscriptions and discounts removed. They offer less items a many times now times are missing from my box. Also customer service now is non-existent. Unfortunately I’ll be switching to something else.

I loved Spud. Their initial business model was incredible. They used to be a sustainable and affordable way for the average person to access ethical and organic groceries. They had competitive and often lower prices on organic produce, amazing sales, and options to save on buying bulk. Their website was awesome. I had all my staples on a bi-monthly reorder schedule. It was simple and easy. But they sold out their loyal customer base big time recently with rolling out a new site that essentially functions like a delivery app, with none of the perks. No scheduled re-orders, increased prices and no sales, though they’ll argue they have flyer deals (they always had those) and no bulk buying. It’s so disappointing. They’re clearly doing well, as they have a third store front scheduled to open this year on West Broadway so why screw over your loyal customers and shift so far away from your core values? It’s really disheartening, especially during these difficult economic times. So many folks rely on delivery for a multitude of reasons, new Moms, physically challenged folks, elderly. It’s really too bad. There is zero reason for me to order from them now that their website essentially functions like every other delivery app. It is truly so so disappointing. I thought they’d be better than this.

I agree with others about the recent decline in service quality and communication. I have been ordering from Spud for 7 or 8 years now on a weekly basis. I have never had any complaints about them except during the first few months of Covid, but that was understandable because they had to keep up with a tremendous surge in traffic.

But now, they switched to a new website a few weeks ago and made several substantial unexplained changes that don't make any sense. We've always had our weekly orders set up with them on a rotation so all I have to do is go in on Saturday night and make any adjustments and then I would receive my food for the week on Sunday. The new website removed this subscription service without warning. It makes no sense to me as I imagine it made lots of money for them. There were many times where I ended up buying things I didn't want or need because I forgot to edit my order. Now it's the other way around: I forget to place an order at all and end up shopping elsewhere.

They also had a really good rewards program through which I usually received $10 or $20 of my groceries. This too disappeared without notice.

And, as others have noted, they have stopped replying to customer service emails (or perhaps they're receiving so many they can't keep up?) They did sent out a one-time coupon for $50 to apologize for the lack of clear communication, but this does nothing to rectify the ongoing inconvenience.

I am highly disappointed in this major shift from a company I have loved, supported, and depended on for almost a decade to a company with poor communication and a seeming lack of care.

I am rating them a 3 because they were a 5 and now they are a 1, so I am trying to be fair.

Missing items -called in for refund- never got refund. Have to take time to call again. Also, the best items they had, are no longer available.

I started getting deliveries from spud in 2020. Things were good until a couple of weeks ago when they launched a new website. Now you can’t add items to orders, discounted subscriptions on certain items have gone, and the invoices are really unclear. I was already ordering less frequently because they’ve stopped carrying a lot of the items I like but this is the final straw. I’ve been trying to get info from them on cancelling my membership and nobody will answer me.

What a strange company. Aside from the ongoing bad fruit most weeks, they just revamped their website and without notice deleted all account and therefore removed all ongoing subscriptions. Now they arent doing subscriptions any more? That was the core of our partnership wiht them. What a weird way to do business. So shopping around for an alternative like everyone else.

It was great for 3 years and now with new website, orders are lost, no one responds to customer queries, items get dropped from order, prior ability to add to order is gone. It has turned from trying to be patient to anger at how badly they have dropped the ball and chased loyal customers away . Shame on you for not answering customer complaints

ETA April 10, 2026: I am officially out of here. Since changing their website, it appears most of what I used to order is no longer available and that which is, is grossly overpriced. Someone wrote here that the points program is no longer available. I had accumulated points but never got to the checkout as I Could find only $58 of food items, which isn't enough for their $60 minimum - and $150 minimum if you want free delivery. (That in itself is outrageous and non-competitive.) Finally, you can no longer purchase their ready meals, either their own brand Be Fresh, or from other local companies. I used to treat myself once week to something prepared but no longer...

Since joining SPUD (Vancouver Island) some six years ago, the delivery service has gone steadily downhill. As of the last few weeks, I have received several disgusting, rotting or yellowed produce items, and various items missing (charges taken off). Now, eight of the 17 items I wished to purchase are "not available" until two weeks away. Something is seriously wrong with their stocking, picking and turnover. How can anyone pick up a bunch of asparagus, oozing with rot, and put it a customer bin? I just received bagged apples that were so old that their skins had bruised and wrinkled, with flesh yellowed and dried. A couple of weeks ago, I opened a newly-delivered plant-based yogurt that had mold on the top. The "best before" date was 10 days ahead, so I am assuming this was not stored at the appropriate temperature.

On top of this, the $150 minimum for free delivery is outrageous when you look at smaller local delivery services requesting a $30 minimum purchase and driving the same distance.

It is very disappointing as, for the much of the time, missed or unstocked items were rare. So was spoilage. Now, both are the norm. I have frequently had to abandon specific dinner plans because bins show up missing needed items to prepare them. Also, when something is rotting, one shouldn't need to spend time taking photos to "prove" it. This is just adding fuel to the already burning fire of inconvenience.

I don't have a problem with the attitude of CS, as they are very polite while they are assuring me that the lack of available items is unusual. They are probably told to convey this message. When I have complained about unacceptable quality, they have always credited my account. Sadly, I truly expect them to be out of business very soon as their new business model, as it was recently referred to, fails to recognize that ongoing rotten or missing/unavailable food items constitute unacceptable service.

Note to SPUD: I truly do NOT want you to go out of business and offer this review not with malice but genuine hope that it will help someone in charge understand where a lot of lost customers are coming from. All of us joined with high hopes which, for the best part, held up for many years. Poor quality and missing/unavailable items has nothing to do with tariffs or other economic/distribution factors, but poor organization (including turnover maintenance at the warehouse level).

I have found spuds service and quality to be much better than a couple years ago however I am disappointed with them labeling their own house brand local just because it has their name on it when the product was imported.

I really liked their business concept. Unfortunately, their customer service was one of the horror stories that one hears about from time to time. Nasty snide comments designed to make you feel bad. Delivery person failed to buzz our apartment more than once and then claimed that we were not available and did not drop off our items. Which requires you to call customer service again.

When you simply want to give local business a chance but all you get is post traumatic stress disorder.