knuspr.de

Awful experience - do not order via another app/service!

Yesterday I ordered via Wolt after being impressed by the range of items available and the decent prices. I waited until my allocated delivery slot time was already past and decided to get in touch with Knuspr's support to check everything was okay.I was told the delivery driver couldn't find me. I was home all day, sat a few meters from the door, in a ground floor apartment. I asked if I could have a re-delivery, I was told no - I have to put in a fresh new order. To make matters worse, the order had been marked as delivered to Wolt's system, which meant I had to contact Wolt's support for the refund. This was moderately painful - Wolt had to get in touch with Knuspr to confirm that the order had indeed been cancelled, which took some time until my 75 euro order had been refunded to my Wolt account.I thought I'd give them a second chance and booked an evening delivery slot. Maybe I got a new driver who got lost? Well, the exact same issue happened again, though this time with even more frustration. I contacted support whilst waiting and was told I was the next customer. I waited longer until Wolt told me the order had been delivered. Again, it had not. By this time in the evening, it was too late to contact Knuspr's support, and Wolt couldn't get back in touch with them to confirm that the order had been cancelled.It's now the day after. I still don't have my money back from the cancelled order. I spoke to both Knuspr and Wolt support for about an hour. Knuspr's support initially immediately closed my support ticket without a response. When I opened the second support ticket of the day with Knuspr, I was told the second delivery attempt last night couldn't find me.I confirmed that they had the correct address for me. I still don't understand the issue. I brought up still not having my order refunded. I was told to contact Wolt. I had already explained I had contacted Wolt and they're waiting on confirmation from Knuspr. The support agent didn't seem to understand this and could only repeat that I need to talk to Wolt despite me clearly stating multiple times I was doing just that.My refund has still not been processed and Knuspr has effectively stolen from me not only the 75+ euros, but an entire day of waiting for nothing, plus the extra time spent trying to chase my refund.Suggestions for how this whole experience could have been better:- Don't immediately dismiss a customer support request without a response- Don't mark an order as delivered if it has not been delivered (I understand this is probably an issue with the link between Knuspr and Wolt, but it is VERY frustrating and bad for both businesses)- Gather more feedback from drivers - WHY couldn't the order be delivered? Is there any proof of an attempt of delivery?- Offer tracking for orders placed using third party services like Wolt- Improve communication between Knuspr and third party services like Wolt

Date of experience: Apr 03, 2025