Janine S.

I placed my order, the delivery driver pulled up to the house, via app notice, I waited for him at my door for a good while. I went back to my phone to notice two missed calls from Calgary, I live in Lethbridge, I didn't even think it was the driver, and an email saying my food had been canceled. Now, I keep my phone on silent, I didn't expect them to call, I expected them to put it on my porch without knocking for contact. This is supposed to be a contactless delivery. Which can mean so many things. Nothing was specified by the company about a phone call. I got on with chat right away, and was told that my order was canceled due to me not answering my phone. I also called customer service and was told the same thing. There was no effort from the company, the driver could have easily come back after I had made an effort to contact. I was told I would get no food and no refund. These are hard times in everyone's life with the virus, and some people don't make a lot of money. Like myself. That was $50 of my money just gone. I was in tears after my effort and I felt very little effort from the company to make sure something could have been done. Like the driver simply coming back, I would have paid a delivery fee or something, anything to not lose my food and my money. There are so many reasons people couldn't get to their phones. Maybe they are in the washrooms, or dealing with their kids, and then all of a sudden their food is canceled? Their plans ruined. I suggest your drivers maybe take a bit more effort. But what should they worry? They get a free meal it seems out of the act of canceling someone's order. This policy is just terrible. Also, being so that you cannot except cash at the time, everything is prepaid, so that is also reason to believe people that order actually want their food that they have paid for. If it was cash, I could see someone not answering their phone for a reason if they decided not to purchase. I just cannot believe this horrible experience, and I hope someone in charge of these matters will see this.