Postmates

Terrible customer service. For the second time I was ignored I want my money back. I didn't pay for someone else to get my food.

Yesterday I received food that was literally cold! It came over 20 minutes later than they stated it would. Then when I sent a message to them, I got no response but it states that problem is resolved. Then they won't even let you make another complaint! HOW IS IT RESOLVED? They resolved it as soon as I got my food. The issue was FAR from resolved! My food was cold. The fries and the burger. I ended up giving the burger away because I don't like to reheat food and the fries were thrown away! Then When I figure out a way to send another message, I HAVE STILL GOTTEN NO RESPONSE! Then I get a notification from them to leave a tip for the driver, HELL NO! She won't be getting a dollar from me and I WANT MY MONEY BACK ON THAT ORDER! This is the second time money and food has been an issue with them. Then their business model is that you can't order your food until you tip your driver and they only allow you to tip what percentages they offer. Who are they to tell people how much they are going to tip or tip at all if the service isn't up to par. I spend over a $100 during my work week with Postmates but that will probably be all over with after this because I am HIGHLY disgusted by their customer service and Care
Let's add that they love to confirm orders and then cancel 15 - 20 minutes later. Just go with GrubHub! They at least will take care of their customers FAR Better than PostMates will! They've lost my business and I am cancelling my $15 a month plan with them

Got a message that my order was ready but 20 minutes later it's still not ready. This was a pickup order.

I'm waiting too long, my order was not ready, but I get confirmation that is Done.not professional..

I normally do not write bad reviews but the service was so bad. My food was 2 hours late. I called the restaurant and they told me that the delivery driver was not around and when checking the app for the drivers location they were a block away the entire time. We both agreed it was a no show. Suddenly, out of nowhere, the driver showed up when I was on the phone with the restaurant. The Driver was described by the restaurant owner as wearing PJ Bottoms completely unkept and obviously didn't care one bit about customers. The restaurant was 3 blocks away. The delivery driver had no idea I was on the phone with the restaurant when he showed up. 35 Min later I get a text from the driver... do I still want my food? I was like is it even warm? Driver responded with "Shockingly No LOL". When he got to my location he didn't get out of the car instead he parked in front of my building and continued to text me. Im waiting in the lobby and I see him pull up. I just want my food, I have no time for this, which is why I ORDER DELIVERY. I have 20 Min between meetings to take bites of food. I don't have time to go pick up and need a good delivery service. So to continue the story... This guy doesn't get out of the car just sits in front of my building and starts texting me with all kinds of excuses involving profane language (f bombs) Anthony was his name and his number is: (XXX) XXX -7578. He is a bad person. I actually feared that he was going to come to my door and try to do something to me for not wanting my cold food. He started to bully me. I refused the order and immediately called the restaurant who said they would offer me a full refund and agreed that was one scary looking guy and was glad to refund my order. I will NEVER order from Postmates again. Do you even screen people who drive for you? This guy needed to be in a mental ward.

Never ever again will I use them for ANYTHING. I ordered a small order, a burrito and chips with the last of my paycheck. They cancelled my order 3 times. The last attempt it accepted, and the charge for the order went through. I waited 30 minutes, and it never arrived. So I check my app, it has once again been cancelled. I call "customer support," and hes like sorry nothing i can do, you'll get your money back in 3 days. In the background it sounds like a party. People laughing extremely loud, and hes not even listening to me. He gave me the most insincere apology. I asked for a manager and he said his manager wouldn't deal with such a small problem. If my problem is so small THEN WHY CAN'T YOU DO YOUR JOB AND FIX IT. He said I can wait 3 days and get my money and TRY AGAIN. I said IF I HAD THE TIME AND MONEY TO WAIT 3 DAYS DO YOU THINK I WOULD BE USING THIS DELIVERY APP? I am so angry and he made me feel so insignificant. I will never support this app and I will bash it at every available opportunity.

Took My Money Never Delivered my order! Then says My ordered was delivered by Brian! When "Chat" With Customer Service It Was Another Email! Was Not Me But Charged My Credit Card This Is A Scam!

This evening I ordered a dinner and paid extra for the priority delivery since the time before I used this app it took almost and hour to receive my order once it was picked up from the restaurant.
Once the order was confirmed I had a guaranteed arrival for 9:09pm then it change to 9:19pm then arrived at 9:29pm. When the delivery guy finally arrived I explained to him that this was supposed to be a priority delivery he told be he was not aware of that...
The burger was cold, the milkshake was melted. This was a $20 meal that I paid $40 for. I tried to call the costumer service number and a representative told me I qualified for a refund but said I would have to talk with a supervisor. She then put me on hold. I gave up after 25 minutes. Never got the issue resolved. All in all I was guaranteed a delivery with in 30 minutes. It took an hour and I was on hold with costumer service for 30 minutes.
I waisted an hour in a half of my time and paid $40 for a cold $20 meal. This was supposed to be a service for convenience but instead it was a Huge inconvenience. I will be deleting this app!

Unable to get to the market due to an injury I decided to try Postmates for a few groceries. They don't offer a grocery list of items to choose from so you must type in your items one by one - not a problem since my order was small and nothing out of the ordinary.

I placed two orders with Postmates, each on different days.

ORDER #1, was incorrect. My mistake for not being clear about the item (bag or canned) so no problem here but would have been nice if I was asked - text messaging IS an option available to the postmate/delivery person.

ORDER #2, incorrect again. Surprised since my list was short (about 6 items) and I was very careful, it was spelled out correctly AND it was a simple item - nothing unusual! I was also surprised the postmate/delivery person didn't communicate through text for clarification if there was an issue with an item in order - yes, the postmate/delivery person as the option to send a text to the customer.

Postmates service is flawed and reaching out to their customer service department? Surprising disconcerting!

Here is their response...
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I completely understand your frustration with receiving an incorrect item, but unfortunately we are not able to guarantee that delivery requests from grocers will be correct. Items entered in the custom or special instructions field are subject to be fulfilled at the discretion of the merchant or the Postmate... we cannot guarantee that any items in an entirely custom field will be filled correctly. In this circumstance, items purchased by the Postmate are filled at the discretion of the Postmate, and should generally be considered "as-is."
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Terrible! A simple text or call by postmate/delivery person should be required if items is questionable. Plain and simple.

I order in Lima ohio a $30 from isian kitchen and I received nothing from them more than 3 hours now it is a scm

Postmates is such a MESS and the WORST CUSTOMER SERVICE. Did I say worst? I'm sorry, I meant nonexistent. I can't even count how many times they screwed up orders. We've been brought the wrong food several times, they constantly ignore directions (i. E. dressing on side, or add cheese), their menus listed online for local restaurants are often incorrect and there are usually a lot of missing items from the regular menu, we've had food delivered to our neighbors on multiple occasions, we've been charged the wrong amount, we've had tips charged multiple times for the same exact delivery, so many times we'll be in the middle of an order, get everything submitted, and click order only for a dialog box to pop up saying "Restaurant Currently Unavailable." REALLY?! THEN WHY IS IT LISTED AS OPEN?! The absolute worst though, is their complete lack of customer service. They have NO NUMBER to call. Who does that? You have to click through a crap ton of options in order to submit a complaint or error, and you can only submit it ONCE. So once you click on something as an error, you can't go back into that order and ever contact them again. You may wonder why this is a problem? Well, one time a delivery was over an hour late so we contacted them saying that it hadn't arrived. We received an automated reply saying someone would call or email us. Another hour went by and nothing. At this point, it's been hours and we're starving. Finally, we're like, "f*** this," and I go to cancel the order, but low and behold, nope, can't do it because it's being investigated. It took days for them to even get around to refunding us.

Screw this company. The one good note is that most of our drivers are really nice, but the corporate/admin side just makes me want to punch a wall in frustration. Don't use these jerks.

Postmates should conduct a thorough review and improve on their cancelation and refund system.

We placed and canceled an order within a few minutes but never got any credits. We called the customer service and they were of no help, claiming that they have to execute the order in minutes and make the payment to the merchant. That is fair reasoning for the benefit of the merchant but how can Postmates system, in the first place, allowed us to cancel without any warning that we will be charged in full. Plus there was no indication or notification that the order was processed at all before we canceled. Worst till, the customer service also mentioned that we only have two days from the time of order/canceling to reach out if we don't see the credits in our bank account. Two days is ridiculous - at times it will take the bank more than two days just to post the charge which means one might not even notice after two days. In fact in this instance, this false charge only posted on my bank statement two days after the initial order/cancelation so I'm not sure what Postmates expects a customer to do other than - sitting in front of the computer and refreshing the screen for two days to track a transaction and if not, we'll lose the money - simply absurd timeframe and requirement to obtain a refund.

I honestly consider this a fraud and deceiving of customers. On top of that, the customer service was only helpful in scripted words but contributed very very minimal to resolve the issue.

Attached here the proof of cancelation and this is no small amount. Note there was no information, none whatsoever that indicate I would be charged in full and not get any credit or refund. In addition, other than this screenshot, there was no other information available on this transaction.

I would not recommend Postmates based on this experience and advise others to avoid - unless you want to lose your hard earned money.

The worst food delivery service I've used (and I've used all the main ones). Of the 7 orders I've tried making with them, only 4 actually ever made it to my house. The 3 times I've had to contact customer service, I wait for a representative, explain things to them and chat for a few minutes, and then they suddenly hit me with an, "I'm not equipped to handle this issue, our team will email you later," message, then end the chat before I can respond. Then they never actually follow up. They also make it very difficult to actually get to where you can speak to someone on the customer service chat.

Recently an order showed as delivered but hadn't actually arrived at the house. The app wouldn't let me contact the driver, so I contacted customer service within a couple minutes in hopes they could contact the driver and let her know she had just dropped it at the wrong house (and she could hopefully fix it). Instead, after 5 minutes of talking they hit me with the "we'll email you in a few hours," message, while my food sat at some random house somewhere.

They had an offer showing on the app that claimed you would get $15 off of your next 2 orders for signing up for their paid monthly service. I decided to try it and signed up, and only after subscribing did it mention that the offer was for "select restaurants." When I went to try to use it, there were absolutely 0 eligible restaurants so I didn't even get the offer.

Additionally, on the first order I made with them, I called a while after placing the order and the restaurant said Postmates had never even sent the order to them. All around bad experiences. Even if the other delivery services may have occasional issues, they typically make things right. Wouldn't recommend using Postmates ever.

I promised repeatedly that a refund would be forthcoming, but to date I have not received it. Learn from my mistake and NEVER, EVER use this delivery service they are liers & thieves.

Actual emails:

Thanks for contacting us regarding a pending transaction in the amount of $45.79.

If you have recently placed an order with Postmates, you may see a pending amount on your payment card for your estimated order total before you receive your order. This is not a charge. It is an authorization hold. Its a common practice that helps us make sure there are sufficient funds and that the account is authentic.

This amount will remain as pending for up to 7 days, but you will never actually be charged. You will only be charged for the final order total.

Thank you for your feedbackits important to us. Please let us know if you have any questions!

Sincerely,

Samuel M.
Customer Service Professional
Postmates

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Thanks for contacting us regarding a pending transaction in the amount of $45.79.

If you have recently placed an order with Postmates, you may see a pending amount on your payment card for your estimated order total before you receive your order. This is not a charge. It is an authorization hold. Its a common practice that helps us make sure there are sufficient funds and that the account is authentic.

This amount will remain as pending for up to 7 days, but you will never actually be charged. You will only be charged for the final order total.

Thank you for your feedbackits important to us. Please let us know if you have any questions!

Sincerely,

Dominique B.
Customer Service Professional
Postmates

Your request has been received and is being reviewed by our support staff.
To add additional comments, reply

My order was $34.17 but my debit card was changed $45.79, why?

I believe that PostMates has an urgent matter to attend to. I am certain that fraud is occurring. I placed an order for 3 plates of food, each costing less than $10. I was charged $71.44 and the food never arrived. I spoke with customer service within two minutes of the app telling me the food had been delivered. Postmates told me the driver left because I didn't answer the door. There are two things wrong with this story: First - I was sitting in front of the front door with the dog who barks whenever a car stops at our house. Second - with contactless delivery, it wouldn't be uncommon for someone to not answer the door. Then Postmates told me that the driver delivered it to a neighbor's house. I told them that wasn't true either given that from the time I realized no food was at my door or my garage, I started walking the cul-de-sac to see if it had been left at the wrong door. Then Postmates told me that the driver left the food in the wrong neighborhood. Come on! It's obvious there was never any delivery and this was intentional. I told them I did NOT want a credit and they told me they issued a refund. Three days later, I called Postmates because I had not received the refund. Postmates told me I had been issued a credit AND THAT I HAD USED THE CREDIT ALREADY! Now, one of these things happening is BAD SERVICE, but ALL of these things scream INTERNAL FRAUD. In all of this, I discovered that I am calling a company outside of the USA, so I have lost all faith that I will get my money back at all.