Grubhub

So there I was, super lazy and comfy after watching the nightly news about the protestors needing play-doh and therapy dogs. Playing with my own dough, I realized the hunger pangs of an inevitable eating disorder came on. Since my mom was still at work, no chicken tendies would be available. To my dismay I ordered from grubhub, asking for eight chipotle burritos with everything. That way I could last a few more hours. It took them four hours to deliver the food. The delivery person was a cis black male by the name of Jebediah, he threw my burritos on the floor and said, "Suck my $#*! you white supremacist. ALWAYS ENSLAVING THE BLACK MAN!"

Much to my chagrin, I replied, "But isn't this the job you signed up to do?"

He angrily stomped on the burritos and then pulled out his weiner, raising his other hand into the sky. Walking away with his penis dangling into the wind he cried, "$#*! WHITE PEOPLE YOU ALL VOTED AGAINST THE MINORITIES!"

As he drove away, I yelled back, "k."

Worst experience of my life, I don't even think he realized I am a mexican.

An email recently sent to *******@eat24.com:

======================

Hello,

I have used your service several times but have always been annoyed by the informal and unprofessional nature of your emails and website. Last night it went over the top.

I was asked to follow a link to explore and comment upon your new logo. I hadn't really looked at your old one, but a coupon was promised. I was horrified to find a "hilarious" X-rated discussion about the new logo. Of course, customers made awful comments, but your staff egged them on and even posted things such as: ( |)==== =D (and others) to further the mood. All the time making at least R-rated comments to keep things going. I logged in briefly just to tell them to tone it down. My comment was immediately removed.

I am angry and embarrassed. I pass my coupons on to my 13 year old daughter who lives within walking distance of a restaurant that participates. She uses my account and credit card info, but I'm sure she accesses the site from time to time. To find THIS? She is old enough to probably "get it", but I would rather she not see such things upon her father's recommendation. Nor would I allow her to use my card to go to a porn site either. I hope you get the point.

So if you insist upon the informality and unprofessional behavior, could you at least not hire 17 year old boys to handle your online chat? If this was intentional upon your company's part, I find it deplorable. And if not, you should discipline these people for they are the face of your company.

Thanks

==============================

Note that the logo here isn't the new in-your-face one on their website (or your app). Coming soon

Also, check out this tidbit from their blog. I guess it's not wonder I haven't received a reply. Unless it's going to be like the following:

http://blog.eat24hours.com/dear-headhunters-f-you/

Why would anyone do business with these people. I feel dirty after just two orders

Horrible delivery service and even worst customer service. Ordered breakfast the day before for a meeting the morning after. Food arrived an hour and a half late. After an hour waiting I called customer service to cancel the order and they placed me on hold for about 30mins until the order arrived. When the customer service agent retured to the call she said she couldn't cancel the order and give me my money back since food was delivered. I specifically called to cancel the damn order and she just refused. She only ofered a $10 voucher for my next purchase for my inconvenience. I had to ask to speak to the supervisor and after explaining again, I even had to send them my original order receipt email where it clearly said that I ask for delivery to be an hour and a half before food arrived. And after almost an hour on the phone the manager gave me my money back.

Not worth the hastle. If you are planning a meal for a very specific time, try another delivery company. If you have an issue with your order and need to contact customer serice, make sure you have another hour to waste of your time and be very patient since the regular customer service agents won't even listen to your request.

Have ordered thru LA Bite for years and always with great results! Recently Grub Hub for Work bought the service. Customers were led to believe that all would remain the same. Last night I ordered as I so often do. A mistake was made in my order. I very politely called to let them know, and offered to make an additional order in order to receive what was missing, if they would throw in the missing item and not charge me a delivery fee. I told them that I would also tip the driver as usual since the error was not his fault. I always tip 20%, btw. I was rudely told via Holly on live chat that they would do it for me this once, since they aren't supposed to be delivering to me any way, since I am not a business. I, again, politely asked if I could call and speak with a manager on the phone to help me understand. I called and spoke with Donald? Or Daniel? No matter. He told me that he was documenting that he was telling me that they could not deliver to me. Did not apologize, nothing. I attempted some humor but he was quite simply, humorless. I mentioned that they had not communicated that clearly with existing customers. I also mentioned that while I do work a "regular" job, that I also do work out of my home, so why could't that be said to be a business location? He said that he thought someone at corporate actually went around to check out the existence of bona fide store fronts! Of course, I had to laugh at that thought. Further, the minimum for most deliveries is $15. Some are $40. If the order meets the minimum, why can't they deliver? I am within their geographic boundaries, of course. I was told to use grubhub.com which is extremely limited and virtually useless. What AWFUL customer service! So missing LA Bite. If I could have given a "zero star" I would have. I guess the fact that they answered their phone earns them "one star".

I'm on crutches. I don't have groceries and don't wanna hobble out of my house to find sustenance. GrubHub will deliver food, right? Wrong.

I placed my order at 5:15ish. The website said it wouldn't deliver until 6-6:10. Okay, that's kind of a long wait (the pizza place was 8 minutes from my house) but just fine, I can wait an hour. I was getting very hungry by the scheduled delivery time, kept watching the clock tick away until it was past 6:30. I chatted with a GrubHub rep to see what's up. He apologized and said he secured a driver for my food, gave me $10 off my next delivery and said food was on its way. Great! Except a minute later I get a text and email saying grubhub cancelled my order and "already refunded" me. As if that makes it fine and dandy when I've been waiting for my food OVER AN HOUR when I could have easily gone to pick it up myself in a matter of minutes! I called a grubhub rep this time and she told me there's nothing they can do because no driver was available (even though the other rep told me a driver was coming). So I said, "What you're telling me is, whenever I place an order through you, there's no guarantee I will get my food at all?" She apologized and said it won't happen again but I politely told her this makes me very unlikely to order from them again, unless maybe they can offer free delivery on the next one or something. She said that's not an option and suggested I reorder and maybe another driver would be available (but heck no, I'm not gonna wait for another two hours to go through the same thing again!). So I called the pizza place I ordered from directly to see if they made my pizza and if it was waiting for me—it was. That means GrubHub would have just wasted that pizza! So I hobbled on my crutches into my car and drove to go get it, an hour and a half after initially placing the order and waiting around for it AND after way too much hassle than it was worth.

IF GRUBHUB CAN'T EVEN GUARANTEE DELIVERY, WHAT'S THE POINT?

Even on crutches I'm not about to sit around for hours on end waiting for food that might not show up! Do yourself a favor and save yourself the headache and hunger pains: take your business elsewhere.

If I could give zero stars, I would. Ordered at 1:05PM, est. Arrival was between 1:35PM and 1:45PM. I tracked my order at 1:50 and the driver was across the street from me. Tried to call the driver from the app, said the number didn't work. Texted the driver twice, didn't get a response. I then called customer service to be told that they "could not find the house so the driver is on the way to another delivery". When I said OK, how long until they come back, I was told the driver would not be coming back. As if that isn't ridiculous enough, they then tried to tell me that the "best they could" do is offer 50% off my next purchase... insinuating that they would not be refunding my $65 purchase. After demanding to speak to a manager, I was put on hold for nearly 10 minutes when someone from customer care' got on the line and said OK, we will refund your money OR we could contact the driver and see if they could come back. I offered to have him come and sit at the cross streets since my address is apparently nonexistent (even though I'm an avid amazon shopper and DoorDash seems to find my house fine, but let's leave that one alone). She tries to call the driver, another 5-10 minutes of holding and she's finally back saying just kidding he doesn't want to come back. So now, it's approximately two hours past my order time. I'm packing up my family which includes my husband who is celebrating Father's Day, and our 9 year old daughter, in the summer heat of the day in Sacramento (90 degrees) to drive to papa johns to get my pizza.

The app is slow and outdated, their customer service is a joke. Grubhub is literally trash. Do yourself a favor and use DoorDash. You can thank me later.

Grubhub will never again get my business. I ordered food from Applebee's and it never came. After 2 unanswered calls to the driver, 5 calls with customer service (who called the driver themselves 3 times with no answer), and one call to the restaurant, I've determined that the following happened...

Order was placed. Driver drove to Applebee's, parked, waited (as shown on in-app GPS). I cancelled the order after an hour. Driver was notified. Restaurant was not. Driver picks up my food just after I canceled (because I called Applebee's and found out). Driver eats free food.

Grubhub protocol for canceled orders is to return food to restaurant, which is how the restaurant is eventually notified of a cancellation. Only the diner is reimbursed. The driver has no consequence nor gain. Only the restaurant loses money. The driver just has a miss-delivery listed on his account.

So... I barked up each tree I could find and managed a 10% off next order and a $20 off coupon. I tried to order again. You can't put more than one promo code (understandable but frustrating). My food came to $22.75, the coupon requires a $20 minimum for a $20 coupon. However, including taxes, fees, tip it came to just over $41. It will not count the non-order charges towards the $20 minimum attached to the coupon. My $20 off coupon barely saved me $2 from the original price of the food. I understand the need to pay the driver and restaurant but come on.

They aren't trying to right the wrong, they're trying to minimize loss at the expense of the consumer.

Also, after the nightmare with the first driver with sticky fingers, I was skeptical to tip before I received my food. They require that you tip before.

Terrible.

Ordering online was easy enough.

Then everything else went wrong.

Ordered for pick-up, included a 15% tip at check-out and came to pick up my order by the end of the pick-up time-window quoted by the website.

Waited for 7 minutes to be told they didn't have an item and that they couldn't refund it since its an Eat 24 order. After waiting for a few more minutes, I'm told I need to call Eat 24 to get the refund.

I call Eat 24, am told by a recording i can go online for live-chat and be helped right away. I go online and am told their chat is slammed and that someone will be with me shortly. The chat connection drops multiple times.

I try calling again and am put on hold by the recorded voice. The phone starts ringing after several minutes... one ring, two ring, 7 rings later, the hold music starts again. This happens at least 7 times until I finally get a customer service rep.

The CSR's customer skills are lacking to say the least. She asks for my order number, it pulls up for another restaurant. Instead of asking for the order number again, she asks for the restaurant name. She then asks if the order was for "Bobby." I say no. Not wanting her to guess multiple names and confused why she didn't just ask for my name, I offer my name. She finds it after a few seconds.

She then proceeds to ask me again what I needed. I explain again and she tells me that the item will be taken off and the item amount will be credited back to my account. I ask to take off the tip and she isn't sure she can do that. She puts me on hold and tells me she can. So instead of going back over what she is going to do for me, she just tells me she will also take the tip off.

It was just extremely difficult to talk to the CSR. It felt like she was trying to get me off the phone, not resolve my issue.

Tl; dr Restaurant didn't have an item when I picked up order, lied to by restaurant then told to call Eat 24. Customer service difficult to get a hold of, CSR poorly trained and difficult to talk to. Not using Eat 24 again.

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2 reviews
1 star: Bad
Just now
RUDE DRIVERS AND CUSTOMER SERVICE
I placed an order and within 2 minutes, I received a call from the restaurant to let me know that part of my order wasn't available. While I was on the phone with the restaurant, I received a text that my order was canceled due to the restaurant being closed or no longer taking orders. This, of course, was a lie, since I was talking with someone at the restaurant. After I saw that text, I called the restaurant back and the Asst Mgr told me that the driver didn't wait while they called me. I contacted GH customer service, via Chat since there was no phone number, and they were no help. They only wanted to wanted to offer me 15% off my next order. How was that supposed to help me at that moment? I asked to have someone in management call me, I was told that they don't do that and gave me a phone number. Called that number and got the same runaround. Although, every time I started speaking, the person put me on hold. SO RUDE! I will NEVER use their service again!

I was in my car waiting for this grubhub guy get something out of the back seat of his car. I watched in my rear view mirror as this rude short guy kept hitting my car with his car door while he was trying to get something out. I slowly got out of my car and asked him to try not to hit my car when he goes back in please. He walks right by me with a dirty look and says. Oh. You say please at the end.
I said. I am just asking you to not hit my car when you go back in. He said. You are the one that hit my car. I am a self employed small business man. I said. Again. I am just asking you to not hit my car again. He ignores me and goes in the restaurant. I go to the owner of restaurant and asked him if this grubhub guy worked for him and told him what happened.The manager was confused and had no idea what was happening. Then the grubhub guy comes next to me and says. She is lying. She is the one that hit my car. I said. Are you calling me a liar? I reminded him the scenario of the whole event. He comments that I am yelling and he is a self employed small business man. I said, well, you will not do well in your business if you cannot admit when you are wrong, you continue to lie when you are caught in the act and you refuse to apologize for your mistakes.
I left the restaurant in so upset and ate somewhere else.
I called the restaurant manager later that day to explain to him what happened. He was VERY apologetic and kept apologizing for what happened. He had no idea. I said, if someone is delivering something they should park away from other cars so they can get in and out of their car without hitting the car next to him. The manager for this restaurant was very professional and spoke to me with sympathy and continued to apologize for grubhub's drivers behavior. I was glad he understood my situation. Kudos to the manager at Johnny's burgers and dogs in Tempe! I would hate for him to loose customers because of the disprespect grubhub delivery's are towards people they come across in his restaurant.

These people have a very simple job. They take an order from me. They accept my payment. They transmit the order to the restaurant. They tell their delivery service to pick up my order. They deliver my order.

Eat24 seems to be VERY good at accepting my order and taking my money. After accepting my money, nothing else seems to work. (It also seems to be a common theme according to the reviews I've read... after the fact.)

I placed an order for about $100 worth of food. Service charge was almost $30 and they asked for another $20 gratuity. That's a $50 (50%) premium over the menu price for my food order. The order was placed at 8:57 PM. Apparently, although they accepted the order, they would NOT fulfill the order because the order was "too close to the cutoff time" of 9 PM. Nevermind the restaurant is open until 11 PM. Nevermind that they ACCPETED the order and TOOK MY PAYMENT. Nevermind that the order was placed BEFORE the "cutoff time."

DON'T WASTE YOUR TIME OR HARD EARNED MONEY ON SOME HALF-BAKED SERVICE THAT CAN'T DO A SIMPLE TASK.

So basically my boyfriend didn't get to eat a first meal of the day before going to work in Escondido (live in Temecula) and unfortunately I had to be picking someone up from the Ontario airport during the time of his dinner break. So what I did was go online and look for places delivering near him. So I set up a delivery for a later time of 8:30pm, making the order official at 4pm by the way...
8:35pm and my boyfriend says they're not there... I look at my email to see my order tracking and it's telling me that it will be there as early as 9:18pm and as late at 9:28pm! I'm sorry but is that anywhere near 8:30pm? No!
I called grubhub right away and said what's the deal? I made this WAY ahead of time. And the woman apologized for the trouble, she will call the driver to see where he is. She gets back on the line to tell me, yes the driver is going to be there in about 15min, I look at the clock and it says 8:40pm... I remind her how this is my boyfriend's 30 min whimpy lunch break and he won't be able to come get the food. She says she'd be able to get me the food for free and give me my money back. So I said ok thank you I'll take it.
Yes she fixed my problem, thank you, but guess what happened, my boyfriend didn't get my message saying the food will be free so take it, he turned the guy away when he finally showed up and he's too busy with patients now to go get food. Apparently the delivery guy didn't say anything about the order being free either... I was EXTREMELY upset about the whole freaking situation. FIRST time user of grub hub! Sucked