Ed C.

My best friend's wife is in the hospital recovering from chemo, and he works a physical job early in the morning and spends the evening and late night with his wife. Like many other groups of friends and family members, we encouraged meals to be delivered to the kids, so their parents can be relieved of this responsibility and heal physically and emotionally. The family's home is hours away, so dropping food off each night is difficult.

Unfortunately, I encouraged GrubHub :(. The first time the order made it to the kids, but it took 2 1/2 hours which seems to be normal. The second time I ordered food from the same restaurant through GrubHub at 6:52pm which was scheduled to arrive at 9:15pm but never did. The kids called me at 9:45pm and made me aware that the food didn't arrive. Now 10:00pm, I called the 24 hour number of GrubHub and didn't get much help. The agent couldn't see where the order was since they were working through a third party. The supervisor got on the line and didn't do much more. They tried calling the 3rd party delivery service and said no one was answering. After being on hold for 20 minutes, they told me there was nothing they could do. The supervisor said they would call the next day to find out what they could do.

Meanwhile, 3 kids were at home with no parents and no food. I explained the situation to the GrubHub support staff who were anything but supportive. They WERE happy to let me know that they could reimburse me the money once it was confirmed that the food was indeed not delivered and gave me a $25 credit for my next order. I asked what they were doing to help feed the three kids, but they had no answer.

As I predicted, the next day no one from GrubHub initiated a phone call to the third party. I had to call to prompt them to call the other provider, so I can get my money back.

Don't worry. The kids didn't starve, and the world didn't end. What bothers me is the lack of any empathy for this situation. It was my responsibility to help my friends through a difficult time, and I failed. I trusted GrubHub to do their job by making sure the restaurant and a third party delivery service did their jobs to make sure the kids got fed. If they can't facilitate the food being delivered, how is GrubHub a reliable provider.

Let me know if you want a $25 credit. My bad for choosing GrubHub. NEVER AGAIN!