I've been a loyal member for several years without any issues. However, on 12/11, my mother ordered food through my account, and we were informed it would arrive in 30 minutes. Everything seemed fine until we noticed our driver was stationary for about 30-45 minutes. I reached out for clarification but received no reply. The food finally arrived an hour and a half later, cold, and the frozen drink had turned into a syrupy mess. When I inquired about the delay, the driver simply stated, "They had me waiting." I contacted support to report the situation since my mother no longer wanted the food. I suggested they send the driver back for a pickup or provide a refund, as she did not eat the meal. The support team offered an $8 credit, but then decided to use $6.45 of that for the driver's tip. Seriously? I have since canceled my membership and will not be using this service again. The customer service representative told me, "You've already been compensated with the $8 credit and you received the food." 1. An $8 credit for a $36 order where the driver you assigned sat idle at a grocery store for over 45 minutes without communication is unacceptable.
2. Charging my mother's card while also applying the inadequate credit is outrageous and should be reported. As a customer service manager, I can assure you that this is not how we would have handled the issue. Your manager was rude and interrupted me repeatedly before I could explain the situation. I prefer not to engage in lengthy back-and-forth conversations, especially over the phone. Please improve your service. The in-app support is inadequate, and if a situation requires escalation, your agents should at least be willing to listen.
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