Delivered Dish

Initial Business Response /* (1000, 10, 2015/08/11) */
My name is [redacted] and I am the owner of Delivered Dish. I am terribly embarrassed at how we treated you. I want to assure you we will fix this problem and take your complaint about the early delivery and most importantly the rude way...

you were treated very seriously. This is not the typical experience folks have with our service.
Our Denver Manager [redacted] will be reaching out to you within 24 Hours. We will be comping your entire meal from the day in questions. We will also be putting a $100 credit on your Delivered Dish account in the hopes you will give us another try.
Feel free to contact me regarding this matter at any time. [redacted]@ddish.com
Please accept our apologies.
Sincerely,
[redacted]

Review: They advertise that if you order from certain restaurants there is a guaranteed delivery time within 60 minutes. I tried to order from Adams Avenue Grill tonite, and it says it delivery is GUARANTEED within 60 minutes......I called tonite they said they are too busy to deliver in that time frame. They are in complete in complete opposition to what they advertise on line as delivery within 60 mins. They were EXTREMELY rude to to me on the phone.Desired Settlement: This is complete misrepresentation of what they say they offer. I would like a fulll investigation and I'd like their business shut down for false advertising.

Mark Gabuzda, MD: Professor of Medicine UCSD

Business

Response:

Dear [redacted],

We were given notice about a complaint made through your company regarding an issue that occurred on 1/10/2014 with a client from case number [redacted] In this complaint the customer expresses his concern about an alleged guaranteed delivery time of 60 minutes and also stated that one of our employees were rude to him on the telephone. I would like to address these concerns by first stating that we did reach out to the client and try to apologize to him for any miscommunication as well as any rude conversations that had taken place on the phone. In addition we offered the customer a $50 future credit with us, which he declined. In the recent call to the client addressing these concerned we advised the customer that there is no place on our website or marketing material that stated a guaranteed delivery of 60 minutes. We also directed him to the FAQ section on our website that states under the “How Long Does it Take” question: “It generally takes about an hour from the time you place the order until we close. Please allow extra time for Fri. and Sat. nights, peak traffic times, and particularly long runs. Be assured that your food does not just sit there. We won’t give the order to the restaurant until a self-employed delivery professional is on the way to pick it up.”

To explain the situation, the customer was trying to place an order on a Friday night during peak dinner times when we did not have a driver available to do the delivery for approximately 75 minutes from that time (only 15 minutes past the alleged 60 minute guarantee). Due to the information found on our website and the recorded phone call we have with the client while he was trying to place the order, we do not believe there was any false advertising. Proper expectations were set with the client when we advised him we had other orders in front of his and the delivery would take approximately 75 minutes to deliver.

Thank you for your time and please let me know if you have any further questions.

I also would like to update our company’s information with the Revdex.com;

Name: Delivered Dish

Managing Partner: [redacted]

Address: 9133 Chesapeake Dr. San Diego, CA, 92123

[redacted]i

General Manager

Delivered Dish San Diego

858-490-3930

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is false advertising when you say guarantee delivery within 60 minutes but then bury language in some FAQ someplace about you dont have to honor that guarantee. I find this company in contempt of its promises. In the meantime, I have found an alternate delivery company that provides much better and much quicker service.

Regards,

I have been using Delivered Dish for about 3 years......I am a very loyal customer and have ordered a ton of times from them. I ordered dinner from a thai restaurant via delivered dish last evening. After about 15 or so minutes, a neighbor friend had a dire emergency with her cat and I had to rush her and the cat to the emergency vet. I was unfortunately not there when the food arrived, as well as my phone was still in my apartment because I left so quickly. I returned home about 2 hours later to messages and a text. I assumed that I wouldn't be charged because I did NOT RECEIVE any of my food. I contacted Delivered Dish and they said "it's policy to charge because we attempted to deliver the food." I even spoke to a manager ([redacted]) because I was hoping that my loyal customer status to them would help out or at least that he would help me with a compromise. Nothing. He actually said, "well, we have bills to pay too." They lost a very loyal customer today and I will be telling as many people as possible about this experience and posting something on the community bulletin board in my apartment building.