Cher H.

Last night I ordered through Seamless from a restaurant that according to their website was open for another 45 minutes. I received a confirmation email with estimated delivery time. My food never arrived, and when I called the restaurant approximately 10 minutes before their closing time to check on the order no one answered the phone. I contacted the restaurant today to complain and request a refund and was told that they had shortened hours due to the holiday weekend, and that Seamless had been informed of this so therefore my order should not have been able to be placed. I then contacted Seamless and their rep confirmed that in fact the restaurant had advised them of the change in their hours, so she didn't know why that happened.

If this had been the first or even second time this had happened to me with Seamless I would not be compelled to seek out a place to write a negative review about them, but this has now happened three or more times. There are also several restaurants that come up as being within my delivery area that do not deliver to me (I found this out an hour after placing the order when it never showed up), and even one or two that only offer pickup that Seamless has allowed me to place a delivery order with. Given the size of Seamless/GrubHub, I find it unacceptable that they do not have a system in place to confirm that the restaurant has received the order, and that the order is delivered within the promised timeframe. If they were truly interested in providing an excellent service they would put these checks in place and refuse to allow restaurants who do not adhere to acceptable service standards to work with them. I can only assume that their business is lucrative enough that they don't feel they need to go the extra mile to ensure their users are actually happy.

And - not that I asked for any type of accommodation, coupon etc. for my troubles but it certainly wasn't offered up either. In each of these cases I took the time to voice my frustration over the situation, only to be told by customer service that they did not know why it happened and that they "do apologize for the inconvenience". I find it to be very poor form that they never proactively offer you some sort of gesture in good faith to show that they value your business and want to keep you coming back to them. Perhaps if I had demanded something they would have given it, but that's just not my style.

Seamless clearly does not care about their customers and this will likely not change as long as they are doing well. I for one will not be ordering from them again.