Review Time
I will not be using this service again. I ordered items worth a significant amount but only received a fraction of my order. Even after notifying the support team multiple times and showing them the issue on the app, I have yet to receive a refund. I'm uninstalling the app, but I want others to be aware that this can happen with this service. Be cautious, as they may not refund you for the amount charged, even with proof.
The service from the app and customer support agents is extremely poor; they fail to understand any of my concerns and provide only generic responses. It feels like they don’t even read my complaints. Out of three issues I raised, I only received a response to the last one. After detailing my problem regarding credits and a driver insisting on cash payment, I was told it was just a temporary charge, which is frustrating. I had already used credits for the payment, and then paid cash as well. I wish I could share screenshots.
Complete disappointment with the service, regardless of how I place my food order, the driver always makes one stop en route. Even tipping the driver doesn't help, and to top it off, my food arrives cold. I'm done with this company and will not be using them again!
I placed an order, and the delivery driver picked it up but then went to collect another order far across the city, going in the opposite direction. It took over an hour for our food to arrive, and it was cold and incomplete. I filed a complaint but received no response for four days, followed by a denial of reimbursement. The service has become less reliable than others, and the delivery charges are outrageous, which they seem to ignore. I wouldn't recommend it at all.
The company compensates its drivers poorly, offering only four minutes of pay per hour. They show little concern for your delivery, regardless of how long your food sits in the vehicle. If your order takes an hour, expect it to arrive cold. Choosing a different service could result in warmer food and happier drivers, as that platform offers better pay.
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.
This is the most infuriating experience I've ever had with an app. The driver waited outside my building with my food but refused to come to the door. He ignored my calls and messages, which can be verified by the service! Then he took a photo of the food in his vehicle and drove off. The company said I wasn't eligible for a refund. How can I not be eligible when it’s often their drivers who leave with the food? It's outrageous that drivers are allowed to act like this. They can check the chat history and see he ignored my calls. Their only explanation was that the driver waited 7 minutes and lost contact with me. No, he didn’t lose contact; he simply kept rejecting my calls!
I had a very disappointing experience with a recent food delivery. After placing my order, I received a notification that it had been delivered, but there was no food at my door. I tried contacting the delivery driver through the app, but after many calls, he finally answered only to hang up repeatedly. Eventually, he informed me that my food was left at a neighbor's house, which made me uncomfortable due to a past incident with them. The driver promised to return but never did, and when I checked, the food was gone. I reached out to customer support, explaining the situation, but was told I wouldn't receive a refund since the food was delivered 'in the vicinity' of my home. Despite the driver admitting the mistake, no accountability was taken. I ended up paying for food I never received, and this experience felt very unfair. I will be deleting the app and advise others to think twice before using this service.
The service misappropriated our funds. My spouse placed an order and intended to check the total but mistakenly completed the checkout without adding items, leading to an immediate cancellation. Records show it was canceled within the same minute. Although the food delivery was canceled, the service stated they would NOT refund the money, insisting we would have to reorder and pay again because the restaurant accepted the order right away. However, when we contacted the restaurant, they confirmed they received both the order and the cancellation immediately. When we called the service again to explain this, they still insisted on retaining the funds, requiring us to pay once more.
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