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| Answers To - About Ordering |
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| Do you accept coupons? |
| Yes! We accept manufacturers' coupons! Roche Bros accepts all valid manufacturers' coupons and doubles coupons with a face value of $.99 or less.
When your groceries are delivered, give your coupons to your driver. Upon verification the coupons will be entered onto your online account. This total amount will then be deducted from your next online order. You can view all credit information under the "My Account" section of the website. |
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| How do I add items to an existing order? |
| If you’d like to add to your order, simply create a new Shopping Basket, when you have finished shopping for your new items, click on "Shopping Basket" on the top menu bar. Simply click on "add current basket items to active order" , assuming that your order delivery time is more than 8 hours away. Please remember that if you have an order for the 12:00pm-2:00pm window, you need to be finished with your order update by 3:59 am the day of your delivery. |
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| How do I create a "FAVORITES" List? |
| You create your own "Favorites" list by manually adding or removing items yourself. When you click on the details of an item you will be sent to that items information page. Just below the "add to basket" tab, you will see a box informing you of this item's "Favorites" status. Clicking on the "click here" within this box will either add it to your favorites or remove it, depending on it's status. This list can then be used to add to your basket with just one click of the mouse. Simply go to our "Easy Shopping" area and click on "Favorites" to view these items and add items to your current order. |
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| How can I create a list of items that I buy on a regular basis? |
| You create your own "Favorites" list by manually adding or removing items yourself. When you click on the details of an item you will be sent to that items information page. Just below the "add to basket" tab, you will see a box informing you of this items "Favorites" status. Clicking on the "click here" within this box will either add it to your favorites or remove it, depending on it's status. This list can then be used to add to your shopping basket at anytime. You can also use any of your previous orders to add items to your shopping basket as well. Simply go to "Previous / Active Orders" and you can choose to add your entire previous order to your shopping basket or view your previous order and select certain items to add to your shopping basket. |
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| Can I place an order two weeks in advance? |
| Yes! In fact, you can place orders up to six weeks out. |
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| How can I save time when shopping online?
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| The best single piece of advice we can offer for saving time is using the Easy Shopping feature. |
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| How do I save my order? |
| Items will remain in your basket automatically. Simply log on and you can view your saved order items. |
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| How do I access product information? |
| Click on the Item image or product name to access the detail and information of that product - where available. |
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| Do I have to place an order every week for delivery, or can I just place an order when I find necessary? |
| You can use our Home Delivery Service at anytime, you are not required to place an order regularly. You can also register at anytime to take advantage of our delivery service. You may just find you need to use it once, (a situation where you cannot leave the house). and you need an order delivered. That's the best thing about Roche Bros. Home Delivery- Use it anytime! - We Deliver! |
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| Do you accept gift cards for payment? |
| Yes, we accept Roche Bros. Gift Cards as a payment option. Simply enter your Gift Card number and security code at checkout. Any remainder of the order balance will be charged to your Credit Card. |
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| Is there a limit to the sale items I can order? |
| Limits, if applicable, will be specified. |
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| Do you have weekly sales? |
| Our sales run from Friday through Thursday midnight. You will be charged the prices in effect for the day your order is delivered. |
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| What is the U-Promise card? |
| Upromise is a free service designed to help families save for college. It's simple: you'll save when you shop for the things you need.
Look for the Upromise symbol to help you identify those products that can help you save money for college!
Just register your Roche Bros. Advantage Card at upromise.com to start saving!
For more information, please visit upromise.com |
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| If I order for next week, will I get the sale prices? |
| Your order is hand picked on the day of your delivery.
You will get the sale prices of the week your order is scheduled to be delivered. If you have scheduled your delivery for the following week, then the sale prices for that week will be in effect. Our sales run from Friday through Thursday midnight. |
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| Answers To - Billing |
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| What if my bill is wrong? |
| Please call Customer Service at the number located at the top righthand corner of this screen. |
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| What if I would like to change account information? |
| Please click on “My Account” and select specific area to change. Or, you can call Customer Service at the number located at the top righthand corner of this screen. |
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| How can I update my credit card information? |
| Please click on “My Account” and then the “Credit Cards" tab to change. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| What are your Service Fees? |
| The online Service Fee for shopping and delivering the order is $9.95.
For orders that are cancelled within 8 hours of your scheduled delivery time, a penalty fee of $9.95 will incur. These fees will be charged to the credit card you have on file.
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| Answers To - Checking Out |
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| Can I provide special instructions to the person picking my order? |
| Yes. Item specific notes can be added while shopping by clicking on the "Add an Item Note" button in the shopping cart. |
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| Answers To - Deliveries |
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| What if I am not home for a delivery? |
| Just call the Customer Service number located at the top right corner of this screen, at least 4 hours before your scheduled delivery. |
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| What is your charge for delivery? |
| Our delivery fee is $9.95, regardless of order size. We do not have a minimum order restriction, and tipping of our delivery associates is not allowed. We deliver 6 days a week excluding Tuesdays or Fridays depending on your location.
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| What if the delivery person does not come? |
| Please call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am- 6:00pm. |
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| Should I tip my delivery person? |
| There is no need to feel obligated to offer a tip, as our delivery people are discouraged from accepting gratuities. If you think your delivery person deserves extra recognition, please e-mail us and we'll pass your comments along. |
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| What are your hours of operation for delivery? |
| Wednesday-Monday or Saturday-Thursday (depending on location): 12:00pm-2:00pm, 3:00pm-5:00pm, 6:00pm-8:30pm. |
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| How do I schedule a delivery? |
| Same Day orders are delivered between 12:00 pm and 8:30 pm Wednesday through Monday or Saturday through Thursday (depending on location). To receive Same Day delivery, orders need to be placed 4 hours in advance of the selected scheduled delivery. If you need an order delivered in the 12:00 pm to 2:00 pm time period, you need to be finished with placing your order by 7:59 am the day of delivery. |
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| How do I change the date of delivery? |
| Please click on “My Account” and then view “Active Orders” to update. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. Delivery dates can be changed provided the order's delivery time is more than 8 hours away. |
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| How do I update my delivery address and directions? |
| Please click on “My Account” and then view “Active Orders” to update. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| Answers To - FAQ |
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| What is Roche Bros. online shopping about? |
| Online shopping at Roche Bros. means that you’re now just a click away from a one-stop grocery shopping experience catering to our area's discerning food lovers. And we’re always ahead of the curve in specialty offerings… as well as the freshest foods, Chef Prepared gourmet and, of course, superior service that’s raised our bar for excellence. |
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| Where is my order prepared? |
| We prepare and package all orders in-store. All foods are selected by Roche Bros. Personal Shoppers and handled with the utmost care in a clean environment. We follow USDA guidelines and the HACCP food safety system in all our fresh storage and production rooms. We adhere to strict health and safety regulations, achieving national standards of food excellence. |
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| How do you keep the food cold? |
| All frozen and refrigerated product is kept frozen and refrigerated until the very time it reaches your door. Once selected, your frozen product is kept in our freezers, and refrigerated product in our coolers, until the time of delivery. Our delivery vans are equipped with two seperate temperature-controlled compartments to ensure that frozen and refrigerated items stay cold all the way to your door. |
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| Can I order Catering? |
| At this time Catering is not available on-line. Please visit your local Roche Bros. or Sudbury Farms for all your Catering needs.
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| What store is my order shopped out of? |
| Orders are shopped out of our store locations, depending upon your Zip Code and street address. |
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| How do I reach a Customer Service representative, and what are the hours? |
| Please give us a call at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. Our Customer Service representatives will be happy to assist you in any way they can. |
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| Does Roche Bros. offer organic products? |
| Yes. We offer a variety of organic fruit, vegetables, dairy, meat, poultry, and grocery items, and we are expanding our selection all the time. |
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| How can I find out more about career options with the Roche Bros |
| Please visit our careers site at www.rochebros.com/Employ.htm |
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| Answers To - How Do I |
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| How can I get no-fee shopping? |
| For each shopper you refer who places a first-time online order, we will waive the shopping fee! For more information, visit the refer a friend area! |
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| How do I reach a Customer Service representative, and what are the hours? |
| Please give us a call at the Customer Service number located at the top right corner of this screen during helpdesk hours 9:30am-6:00pm . Our Customer Service representatives will be happy to assist you in any way they can. |
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| How do I order Catering? |
| At this time Catering is not available on-line. Please visit your local Roche Bros. or Sudbury Farms for all your Catering needs. |
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| How do I save my order? |
| Items will remain in your basket automatically. Simply log on and you can view your saved order items. |
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| How do I access product information? |
| Click on the Item image or product name to access the detail and information of that product - where available. |
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| How do I know about the weekly online specials? |
| Online specials will be noted on our site so that you can take advantage of all sale items. Our weekly online specials run from Friday through Thursday midnight, so you will be charged the price in effect at the time of delivery, regardless of the day the order was placed. |
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| How do I provide special instructions to the person picking my order? |
| Item specific notes can be added while shopping by clicking on the “Add An Item Note” button in the shopping cart. |
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| How do I review my order? |
| Simply log on and click on “My Account” and then “My Previous Orders”. You can then pick which order you’d like to review. |
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| How do I add to my order? |
| If you’d like to add to your order, simply create a new Shopping Basket, when you have finished shopping for your new items, click on "Shopping Basket" on the top menu bar. Simply click on "add current basket items to active order" , this option is only available if your order delivery time is more than 8 hours away. Please remember that if you have an order for the 12:00pm-2:00pm window, you need to be finished with your order update by 3:59 am the day of your delivery. |
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| How do I cancel an order? |
| Please click on “My Account” and then click on “Active Orders” to update or cancel an order. Orders must be cancelled 8 hours prior to your scheduled delivery. Or, you can call Customer Service at the number located at the top righthand corner of this screen Saturday-Thursday 9:30 am-6:00pm. For 12:00 pm deliveries, you must cancel your order by 3:59am the day of your scheduled delivery. For orders that are cancelled less than 8 hours prior to your scheduled delivery, there is a cancellation fee of the cost for delivery ($9.95) that will be charged to your credit card on file. |
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| How do I return a product? |
| Simply call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00 pm for a full refund. |
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| How do I handle receiving the wrong product? |
| Simply call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm, and we’ll deliver the correct product with our apologies and at no charge to you. |
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| How do I get help if I can’t find the items I want online? |
| You can request a product by sending an email to our Customer Service representative at
onlinerequest@rochebros.com |
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| How do I substitute products? |
| Our substitution policy is first to give you the same brand item in another size. If that is not possible, we then give you the same size in a comparable brand. You will be charged the lesser price of the two items. |
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| How do I inform you that I am not home for a delivery? |
| Just call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm at least 8 hours prior to your scheduled delivery. |
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| How do I contact you if the delivery person does not come? |
| Please call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I schedule a delivery? |
| Orders are delivered between 12:00 pm and 8:30 pm Wednesday through Monday or Saturday through Thursday (depending on location). To receive Same Day delivery, orders need to be placed 4 hours in advance of the selected schedule delivery. If you need an order delivered in the 12:00 pm to 2:00 pm time period, you need to be finished with placing your order by 7:59 am the day of your delivery day. |
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| How do I change the date of delivery? |
| Please click on “My Account” and then view “Active Orders” to update. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I update my delivery address and directions? |
| Please click on “My Account” and then view “Active Orders” to update. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I inform you about an error in my bill? |
| Please call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I change account information? |
| Please click on “My Account” and select specific area to change. Or, you can call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I get help if I have a technical difficulty? |
| Please call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm. |
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| How do I get help if I forgot my Password? |
| To have your password emailed to you, click on “My Account”, then click on the “Forgot your Password?” link on the “Email/Password" tab. Enter your email address in the address field, then click on the “Request” button. You will receive your password within a few minutes via email. |
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| How do I update email address? |
| Please click on “My Account” and click on “Email/Password” tab. |
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| How do I update my regular address? |
| Please click on “My Account” and then click on “Delivery Addresses” Tab. |
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| Answers To - Problem Solving |
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| What if I can't find the items I want online? |
| You can request a product by sending an email to our Customer Service representative at
onlinerequest@rochebros.com |
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| What is the substitution policy and how does it work? |
| Our substitution policy is first to give you the same brand item in another size. If that is not possible, we then give you the same size in a comparable brand. You will be charged the lesser price of the two items. |
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| How do I request a product? |
| You can request a product by sending an email to Customer Service at onlinerequest@rochebros.com |
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| Answers To - Reviewing / Updating Order |
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| How do I review my order once it has been placed? |
| Simply log on and click on ‘My Account” and then “My Previous Orders.” You can then pick which order you’d like to review. |
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| What if I want to add to my order? |
| If you’d like to add to your order, simply create a new Shopping Basket, when you have finished shopping for your new items, click on "Shopping Basket" on the top menu bar. Simply click on "add current basket items to active order" , assuming that your order delivery time is more than 8 hours away. Please remember that if you have an order for the 12:00pm-2:00pm window, you need to be finished with your order update by 3:59 am the day of your delivery. |
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| How do I cancel an order? |
| Please click on “My Account” and then click on “Active Orders” to update or cancel an order. Or, you can call Customer Service at the number located at the top righthand corner of this screen Saturday-Thursday, 9:30am - 6:00pm. For 12:00 pm deliveries, you must cancel your order by 3:59 AM the day of delivery. For orders that are cancelled less than 8 hours prior to your scheduled delivery, there is a penalty of $9.95 that will be charged to your credit card on file. |
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| How are returns handled? |
| If you need to return a product, simply call Customer Service at the number located at the top righthand corner of this screen for a full refund. |
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| What if I receive the wrong product? |
| Just call Customer Service at the number located at the top righthand corner of this screen during helpdesk hours 9:30 am-6:00pm, and we’ll deliver the correct product, and take away the wrong one. |
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| Answers To - Troubleshooting |
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| What if I have technical difficulty? |
| Please call the Customer Service number located at the top right corner of this screen |
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| What if I can’t log on? |
| Please call Customer Service at the number located at the top righthand corner of this screen |
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| What if I forget my Password? |
| To have your password emailed to you, click on "My Account", then click on the "Forgot your Password?" link on the “Email/Password" tab. Enter your email address in the address field, then click on the "Request" button. You will receive your password within a few minutes via email. |
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| How may I change my password? |
| Please click on “My Account” and click on “Email/Password” tab. |
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| How can I update email address? |
| Please click on “My Account” and click on “Email/Password” tab. |
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| How can I update my regular address? |
| Please click on “My Account” and click on “Deliveries” tab. |
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| What are the minimum system requirements to use the online shopping service? |
| - Windows:
Internet Explorer 5.01 Service Pack 2 (IE 6.0 recommended)
America Online 7.0 (AOL 9.0 recommended)
Netscape 6.2 (Netscape 7.2 recommended)
Mozilla 1.x
- Macintosh:
Internet Explorer 5.x
AOL 5.0 (AOL for Mac OSX recommended)
Netscape 6.2
Mozilla 1.x
Safari 1.0.1
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