Amber R.

I am so incredibly upset with this entire service today. I don't think I ever want to use this service again.

Here's what happened:
I placed an order with Soul Vegetarian at 2:45pm today. My estimated delivery time was 3:30pm. At 4:30, I was still waiting and then I got an email that my order was cancelled.

I called and spoke to Angel. He told me that the cancellation was from grubhub, not the restaurant, and that the restaurant had my order ready to go. He told me that he'd call the closest driver to pick it up and then he'd call me back.

He called me back and told me that since the order had been cancelled, the drivers would have no incentive to pick up the order as they wouldn't be paid to pick it up. He transferred me to his manager (after waiting for another 15 minutes). His manager (i forgot her name) had said that the order had been cancelled by a random department at grub hub, she didn't know why but she would figure it out. She said all she could do was offer me a promo code for $25 (and additional ones for future orders) and I would have to place a new order (with a $25 min and foot the bill for the rest). She assured me that she'd keep an eye on the order to make sure it went through fine.

The other dynamic to this is that I'm vegan so had very limited options, I hadn't eaten all day, and I had to attend an online class at 6pm-10pm.

At the same time, I had a missed call from grubhub with no message left on my machine.

I called Soul Vegetarian and they told me that my first order had actually been picked up by a grubhub driver so it must be on its way to me after all. It was 5:30pm at this point (3 hours past my original order). So I decided to wait. And the food never came and my second order was cancelled by the restaurant at this time.

It's now 8pm and I've been in class for 2 hours super hungry, I never got a call back from the manager who told me she'd be keeping an eye on my second order and if I wanted to call grubhub back at this point, nothing would be accomplished and I'd get a new person on the other end of the line anyway.

I'm super upset by all of this. I use grubhub when I travel and am pinched for time and now I feel like I cannot trust this service and I also feel awkward about the relationship with an incredible restaurant. Not sure if anything can be done for me at this point but I had to share because this is unacceptable and should not happen to anyone else in the future. By the other posts I see on this page, it's clear that grubhub is a subpar service across the country so I will not be using it again.