Deliver Me From This Delivery

, , , , , | Working | April 9, 2019

(Our local fast-casual burrito place offers delivery through a third party. In this story, I’m honestly not sure which company gets the bigger share of the blame. My biggest annoyance here is the lack of F’s given by the restaurant staff. One night around 6:00 pm, I use [Restaurant]’s app to order delivery for myself and two kids. Note: I do not order from the delivery company’s app. It is directly from the restaurant. After my payment goes through, my delivery window is quoted between 6:30 and 6:45. But about five seconds after the confirmation window pops up, the restaurant app goes to an error page. After that point, I cannot get my order confirmation and delivery status to load. I check my email and there is nothing. Around 6:10, I call the closest store to see if the order even went through.)

Me: “Hi. I’m calling because I ordered through your app, but now I’m getting an error message. Did you receive the delivery order for [My Name]?”

Employee: “Yep. It’s made.”

Me: “Okay, great. Did it come through as a delivery order?”

Employee: “Yep.”

Me: “Okay, well, I can’t see the status. Do you have any way to tell if a driver is coming to get it? Is that possible from your end?”

Employee: “Uh… I don’t know.”

Me: “Okaaay, does anyone there know?”

Employee: “Uh… I’m not sure.”

Me: “Can you please get a manager?”

Manager: “So, I’m not sure what’s up with your order.”

Me: “Okay. So, what do I do from here?”

Manager: “I don’t know. You could call [Delivery Company], I guess.”

(I’m thinking, “Okay, maybe restaurants don’t get any communication from the delivery companies they contract.” Seems like a flaw in the system, but not this manager’s fault.)

Me: “Okay… is there a local number you have for them? Because their app doesn’t have one and I don’t really think they are set up to take customer calls.”

Manager: “Um, I don’t know. Maybe you could, like, check the Internet or something.”

Me: “I mean, I’m on the [Delivery Company] app right now and there is nothing.”

Manager: “Oh, well, then I don’t know what to tell you.”

Me: “All right, then please just cancel my order and refund me.”

Manager: “But we already made your food. I can offer you a free bowl for next time, though.”

Me: “No. I ordered and paid extra for delivery. I cannot leave my house right now. I need a refund.”

Manager: “Okay, fine. We’ll refund it. Have a good night.”

(Fast forward a few hours. Dinner was an hour late because of the debacle with [Restaurant], and my grumpy kids, therefore, went to bed an hour late. Then, at 9:30, the doorbell rang, because of course, it did. It was [Delivery Company] with my soggy burritos that had been made at 6:00. For some reason, [Restaurant] didn’t toss the order when I cancelled it, and then sent it off 3+ hours after making it. Gross. The poor driver seemed very confused when I declined delivery, and I tried to explain the situation. I hope he gets compensated. Anyway, the noise from the doorbell woke my kids up, and then they were up for, like, another hour. What should have been a simple order turned into a huge, multi-hour clusterf***.)

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