How not to customer service, by GrubHub
This story takes place on Sunday November 14th, in the city by the Bay.
~4:30 PM — The girlfriend and I decide that we’re hungry and going to continue our lazy Sunday by ordering dinner. We looked at our options of GrubHub, Caviar, SpoonRocket, Eat24, and Doordash, but eventually settle on a random restaurant on Grubhub.
5:21 PM — Order is placed and email confirmation is received. ETA is 50-60 minutes
6:01 PM — Text message received from GrubHub confirming food is out for delivery. We’re happy because we’re quite hungry now.
6:30 PM — Food hasn’t arrived but we’re trying to be patient.
7:00 PM — Still no food, or any updates. Patience is starting to wear thin; getting quite hangry.
7:23 PM — Per GrubHub’s website, I call the restaurant to inquire about the status of the food. I’m informed that “GrubHub handles the deliveries” and I should call them.
7:24 PM — Call GrubHub’s 877 number and explain the situation. The rep is apologetic and says the food definitely shouldn’t take 2+ hours (which we’ve now passed). However I’m informed that GrubHub outsources the deliveries to a 3rd party, so the rep would have to contact the dispatcher at the delivery company.
7:29 PM — Someone from the delivery company calls (they don’t identify themselves) and says the food will be there “in 10 minutes” (exact quote). I turn on the oven as I don’t have terribly high expectations that the food will arrive even remotely warm.
7:53 PM — Food finally delivered, 2 hours and 32 minutes after order. It is, unsurprisingly cold. Food is put into the oven for reheating.
7:59 PM — While waiting for the food to reheat, I call GrubHub about a refund. After explaining my situation to the rep (calmly) and that I’d like a full refund I was placed on hold. I sat on hold for 20 minutes and the rep never came back on the line. Needless to say I was pissed at that point.
8:20 PM — Food is finally reheated sufficiently. We get to eat just THREE hours after placing an order with GrubHub.
9:26 PM — While more calm and better fed, I was still extremely displeased about the service — especially the 20 minute hold. I was still determined to get my full refund. Emailed [email protected] with my timeline and request for refund.
9:28 PM — Filled out the form on grubhub.com/contact with my timeline and requesting for refund.
9:32 PM — Started tweeting @grubhub about my poor experience and requesting refund.
9:43 PM — GrubHub called me regarding email. Then informed me that the issue was “resolved” in my previous call (the one where I sat on hold for 20 minutes) with $10 refund. I informed the the rep of my timeline (again) and service experience and that I would not settle for anything short of a full refund. The rep told me they weren’t able to authorize such, so I requested they get someone who could. After a few minutes on hold the rep said they would call me back when they got manager approval.
9:54 PM — GrubHub called me and it went straight to Voicemail. In the message they noted that a full refund had been provided.
I’ve been a customer of GrubHub since September 2011 and I will never use GrubHub again.