ANTHONY D.

I have been using Grubhub now for just about a year. Time and time again I am disappointed.

-The feature to contact the driver through the app has NEVER worked. I call and it says "sorry try again later" I've notified grubhub of this issue with no change at all. SO picture your driver on the tracking map, driving in circles with your food. You know very well they're lost but for some reason they don't call you. So you try and reach out because well... YOU'RE HUNGRY! Nooope, can't because of the above issue. Reach out to customer service and they say wait til after the ETA. Okaaaay so now one of my coworkers goes out and tracks down said lost driver because I can't leave the desk. It's past the ETA so I put in for the grubhub guarantee... Have to wait 24 hours to get a reply hahaha!

-One of the biggest issues is I never get plasticware even though I request it EVERY TIME. Grubhub says they can't compensate me for this because it didn't cost anything. So now I have to buy my own plasticware and take it with me wherever I go just incase? How much sense does that make.

-Drivers don't follow instructions most times. I try to make it easy to find my location but they always revert to well google said. I put in notes to call when they've arrived. If they're close you think common sense would take over and they would call me? They'll putz around in circles so I end up having to get the food from wherever they are on the property. I've had drivers leave the food without a phone call as i requested instead it's left on the floor of the HOSPITAL. Coooool.

-No one actually checks the restaurants for the quality of food coming out.
-No one checks the drivers to make sure they don't suck at driving.

-It feels like a fly by night operation where people are just sitting at the phones waiting for customers to call complaining. Not sure how this company makes any money. Grubhub Plus saves you money if you order as much as I do. It's just the headaches remain the same. I HATE the fact that you pay out a tip prior to service being completed. It's not how it's supposed to work.

-Solution, grubhub... Create quality control supervisors who go out to restaurants and physically check food prior to it going to a driver. Plasticware? Check. Whole order in bags? Check. Driver checking to confirm that info? Check. Do a ride along with a driver here and there. So when you see them do things like... Throw on their hazards and stop in the middle of the road, go the wrong way down a one way street, blow stop signs, you can CORRECT IT.

I ordered a strawberry cake from sugaree bakery. I ended up getting a cake medley. As soon as I realized this I took a picture and sent it to goldbely support. I got an email the next day saying the usual line " gosh we're so sorry this happened. Unfortunately we cannot ship out a new item today so we can give you credit to your goldbely account. Credit? Yep. Its their company policy not to grant refunds. Keep that in mind!
So after playing email tag I said that this was unacceptable. I also mentioned that email tag is annoying instead of speaking to someone on the phone. I had left 2 voicemails with no reply and requested someone call me. That agent said " sure someone will call you tomorrow. (dec 22) That call never came. Throughout the holidays naturally i heard nothing. Fast forward to the 27th with my issue still unresolved. I went onto the website to speak on the chat feature. The woman I spoke to explained she couldn't do anything for me except notify my original agent to contact me?! I said WHAT'S THE POINT OF A CHAT FEATURE IF YOU CANT HELP ME. I still hold true to this opinion.
So original agent finally calls me. He says they can send a new cake or refund the price in goldbely credit. Well the event was already screwed up so i ended up getting credit for the fill price and shipping. They also screwed up a second order it showed up a day late. I got a 15 dollar credit for that one.

Bottomline: I had ordered before and all went well. Whatever food you get will be good and pricey! Their customer service is a horrible joke. They grew too fast to keep their customers happy, seems like there's literally 7 people in the department. It's expensive and people order for events. Why wouldn't you be far more invested in customer service? Great vendors mean squat if it's a bad experience! Be prepared is my warning.

Update: Since the above horrible experience, I have ordered multiple times and have no more issues to report. I'm unsure whether they've changed their customer service setup at all... Luckily haven't had to find out because my food has been coming on time and looking as well as tasting great! I'd say give them a shot and hopefully you have a solid experience. I continue my food journey with Goldbelly and have hit 5 states so far! +2 stars from last review.