What Part Of “Cancel And Refund” Confuses You?

I’ve ordered food over a delivery app, but after a while, it still hasn’t been picked up yet. Since the delivery time has come and gone, I decide to just go ahead and cancel the order. I’m immediately put in a chat with a customer service agent who’s trying to convince me to wait.

Agent #1: “Hello, I understand that your order is delayed! We’re so sorry about the inconvenience. Rest assured that your order is in the works and will be on the way soon. To make up for this, we would like to credit you $5 toward your next delivery with us.”

Me: “No, thank you. I would just like a refund and my order canceled, please.”

Agent #1: “I understand that this can be frustrating. How about a $7 gift certificate toward your next delivery?”

Me: “Just the refund, please.”

Agent #1: “One moment, please.”

Five minutes later, the agent returns.

Agent #1: “Your order is being prepared right now and should be delivered within the next twenty minutes. Is there anything else I can assist you with today?”

Me: “Yes, I would like to cancel the order and get a full refund.”

Agent #1: “I understand that a delay is frustrating, but your food is on the way.”

Me: “It’s been picked up by the driver and is currently on the way?”

Agent #1: “Your food is being prepared and is awaiting driver pick-up. It should arrive by [time].”

Me: “I’m sorry, but I would rather have a refund. That is far too long to wait for food that will be cold when it gets here. I would wind up asking for a refund anyway. Please just cancel the order and refund me.”

Agent #1: “I understand your position. Our driver is heading to the restaurant and will arrive with your food by [time]. Are you sure you would like to cancel? Due to the delay, I am more than happy to offer you a $10 credit for your next delivery with us.”

Me: “I ordered this meal an hour and forty-five minutes ago. The tracking information in your app is showing me that the delivery driver is currently ten minutes away from the restaurant, which is fifteen minutes away from me. Cancel the order. I would like my money back.”

Agent #1: “Your food will arrive, and if it is inedible, you may start another chat with us so that we may determine if you qualify for a refund.”

Me: “If? So, my option is to wait even longer for my food and hope it arrives edible, and if it does not, I might not get my money back? If that’s the case, I would rather cancel the order right now and guarantee my money returned. Cancel the order.”

Agent #1: “I understand. Our driver is almost to the restaurant. Are you sure you would like to cancel the order?”

Me: “Yes.”

Agent #1: “One moment, please.”

Three minutes later, the chat ends abruptly. I immediately restart the app and open another chat. As I’m doing so, I notice a banner ad stating their delivery time guarantee. 

Agent #2: “I’m sorry you’re having issues with your order. May I ask what specific issue you are having?”

Me: “I ordered my food two hours ago, and it’s still not here. According to your delivery time guarantee, I am entitled to a full refund of my order. I would like my refund, please.”

Agent #2: “I’m sorry about that. I would be happy to help. One moment while I address this.”

Me: “Thank you.”

Agent #2: “Your refund has been processed. It can take up to two business days for it to appear in your account. I can see that your food has been picked up and is on the way. Please feel free to accept and keep the delivery, and please contact me with any further issues.”

Me: “Thank you very much.”

The food was stone cold when it finally arrived — two hours and twenty minutes after I ordered it.