Delivery.com

We refunded the customer the amount of the soup ($6.92) the day after she contacted us (214)The convenience fee, tip, and delivery fees are not delivery.com feesThey are from the delivery service contracted by the specific restaurantDelivery.com makes no commission on any of those feesHowever, since the customer was not satisfied, I just submitted a refund for the delivery fee ($6.99), convenience fee ($5.26), and tip ($6.76) - an additional refund of $ Sincerely, [redacted] [redacted] *** [redacted] * [redacted] * [redacted]

The order was placed to a merchant that was supposed to be openThey closed without informing usThe order was cancelled - this automatically triggers a void in the chargeDepending on the financial institution, this may take between - business daysWe have also reached out to the business to remind them of the importance of keeping us informed of any changes to their operation.The call was reviewed by supervision and the customer is correct that there was noise and laughter in the background coming from employees that were not actively on shiftThis is obviously less than ideal and understandably exacerbated the caller's frustrationInternal actions have been taken to prevent a re-occurrenceIt was also determined that the agent that handled the call did not terminate the call but it was dropped unintentionallyThe agent should have re-engaged the caller to bring the call to a final resolutionCoaching and mentoring sessions have taken place to make this clearOn behalf of delivery.com I sincerely apologize that the customer's experience with us was anything less than stellarA friendly and professional user experience is of the utmost importance to usI am confident that the circumstances that occurred in this instance are anomalies and not indicative of the day to day customer service that we provide All staffing and disciplinary measures are made internally and are considered private

The finalized charge of $for order# [redacted] includes both the $referral credit that was initially applied to the order and $ [redacted] credit that was not initially applied by the customer but was then adjusted by delivery.comThe original order total for the food plus tax was $without any credits applied$minus the $credit the user added minus the $delivery.com adjusted equals $The final charge of $is correctRegarding the customer other assertions: There is no user in our database with an email address of [redacted] The user the customer is referring to has an account under [redacted] This user did not sign up with the complainant's referral linkIt was the other way aroundThe complainant's account is under [redacted] This email address used the referral link of [redacted] to registerRegardless, [redacted] was, in fact, rewarded the $credit, but never applied it to an orderWe have since edited his order by $as a measure of good faithRegarding the customer's assertion that [redacted] never received a credit and therefore did not finalize the order: this is a self-referralThe complainant, [redacted] , has his account under the email address [redacted] The user for [redacted] is named [redacted] ***The ip addresses also matchedSelf-referrals are not honoredWe do not allow the same user to create multiple accounts to take advantage of the referral programRegarding the complainant's assertion that there is a second charge of $for an order he never placed, there evidence in our system to support thatIf the customer is able to provide screen shots of his statement showing multiple finalized charges to our billing department or is able to engage in a three way call with our billing department and his bank, we will be happy to resolve this with him

The customer's account of the events is correctThere was an error on the site that caused multiple orders to be createdAll of the orders were cancelled by customer serviceNormally this would trigger an automatic void of any and all associated chargesIn this instance the initial error also prevented the voidsThe charges then settledThe error has been corrected and all charges have been manually refundedThe total refunded amount of $will reconcile with the customer's account within 1-business days We also contacted the customer directly to make her aware of the issue as well as to offer an apology and a site credit

The customer did receive the $promotional credit for order number [redacted] The order total came to $The customer's [redacted] card was charged $The remaining $balance was covered by the $referral creditSee attached screen shotThe customer did successfully sign up for the additional $ [redacted] Checkout promotion but did not apply the additional credit to this orderIt remains active in the user's account for future useAn additional screen shot displays that the $"tell-a-friend" credit has uses left but the [redacted] Checkout promotion has use leftAll applicable amounts and fields are highlighted on both screen shots.As a measure of good faith, we are happy to adjust the order to reflect the additional $credit that the customer wished to place on the orderThe $refund will reconcile with the customer's account within 1-business days (depending on their bank's policy) from 1/*/It is worth noting that we will also leave the $credit in the account active so it may still be applied to a future orderIn regard to the customer's assertion that his roommate had an identical problem, we would need to know their name and email address to investigate the matter

Terrible customer service experience for the merchants who sign up to do business with delivery.comIt has been over a month that I have signed up with delivery.com and yet no further actions have been taken to actually get my store onlineThe sales rep that come in promising increase in sale and outreach to more consumers only care about signing you up to get their commision and leave you in the dust afterwards Their are much more reliable delivery services to partner with I recommend steering clear away from delivery.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and their admission of having a record of the redemption of points and their assurance that I would get the gift card within weeksand find that this
resolution is satisfactory to me and the matter has been resolvedShould I not get the gift card by 6/**/I will re-file the complaint
Sincerely,
*** ***

The customer contacted us several times and she was told politely and professionally each time that we needed to obtain authorization from the restaurant from which she ordered to process a refundThe restaurant gave us the permission to process the refund and we
did so less than hours after the order was placedThe refund would have reconciled with her account 1-business days from 1/**(the date that the refund was processed)

The customer is correctThe refunded amount did not include the amount of the taxThis was due to human errorThe additional amount of has been refunded and will reconcile with the user's account within one to five business daysA credit was also issued to the customer's delivery.com
account for the error and inconvenienceThe customer was a left a voice mail with the resolution as well

The customer is correct that we switched his laundry order to a different business than the one he initially selectedThis is done only in the event that the selected business will not or cannot accept the order for any reasonIn the event that an order is switched, we honor prices of the original
business unless the updated business has lower pricesNever at anytime in this process is it considered whether one of the businesses has a sponsored listingWe make all attempts to switch an order (again, only if necessary) to a business that has the best reviews or that we know to be reputable.Part of the required protocol when a laundry order is rejected by the selected business and switched to another is that we inform the customer via phone and/or email prior to the pick up date and timeThis is done so the initial requested pick up date and time can be reservedIt also gives the customer the opportunity to cancel the reservation with the new businessIn this instance, the customer is absolutely correct that this did not happenThis was due to human error on our part and is an isolated incidentWe have taken the necessary training and mentoring measures to ensure that this does not happen againTo further compound the issue, the business that completed the order provided inadequate service (as described by the customer)We are in full agreement that the customer should receive a full refund of all chargesA full refund has been processed for this order and will reconcile with the customer's account within business days of this resolution

We refunded the customer the amount of the soup ($6.92) the day after she contacted us (2/**/14). The convenience fee, tip, and delivery fees are not delivery.com fees. They are from the delivery service contracted by the specific restaurant. Delivery.com makes no...

commission on any of those fees. However, since the customer was not satisfied, I just submitted a refund for the delivery fee ($6.99), convenience fee ($5.26), and tip ($6.76) - an additional refund of $19.01.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted] * [redacted] * [redacted]

The order was placed to a merchant that was supposed to be open. They closed without informing us. The order was cancelled - this automatically triggers a void in the charge. Depending on the financial institution, this may take between 1 - 7 business days. We have also reached out to the...

business to remind them of the importance of keeping us informed of any changes to their operation.The call was reviewed by supervision and the customer is correct that there was noise and laughter in the background coming from employees that were not actively on shift. This is obviously less than ideal and understandably exacerbated the caller's frustration. Internal actions have been taken to prevent a re-occurrence. It was also determined that the agent that handled the call did not terminate the call but it was dropped unintentionally. The agent should have re-engaged the caller to bring the call to a final resolution. Coaching and mentoring sessions have taken place to make this clear.
On behalf of delivery.com I sincerely apologize that the customer's experience with us was anything less than stellar. A friendly and professional user experience is of the utmost importance to us. I am confident that the circumstances that occurred in this instance are anomalies and not indicative of the day to day customer service that we provide.
All staffing and disciplinary measures are made internally and are considered private.

The customer's account of the events is correct. There was an error on the site that caused multiple orders to be created. All of the orders were cancelled by customer service. Normally this would trigger an automatic void of any and all associated charges. In this instance the initial error also...

prevented the voids. The charges then settled. The error has been corrected and all charges have been manually refunded. The total refunded amount of $217.80 will reconcile with the customer's account within 1-7 business days.
We also contacted the customer directly to make her aware of the issue as well as to offer an apology and a site credit.

The customer did receive the $13 promotional credit for order number [redacted]. The order total came to $34.73. The customer's [redacted] card was charged $21.73. The remaining $13 balance was covered by the $13 referral credit. See attached screen shot.
The customer did successfully sign up for...

the additional $5 [redacted] Checkout promotion but did not apply the additional credit to this order. It remains active in the user's account for future use. An additional screen shot displays that the $13 "tell-a-friend" credit has 0 uses left but the [redacted] Checkout promotion has 1 use left. All applicable amounts and fields are highlighted on both screen shots.As a measure of good faith, we are happy to adjust the order to reflect the additional $5 credit that the customer wished to place on the order. The $5 refund will reconcile with the customer's account within 1-7 business days (depending on their bank's policy) from 1/*/2016. It is worth noting that we will also leave the $5 credit in the account active so it may still be applied to a future order.
In regard to the customer's assertion that his roommate had an identical problem, we would need to know their name and email address to investigate the matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The order history on my account shows $16.73, which would include the $5.00 [redacted] charge that they told me on the phone that they would add, but instead charged me the $21.73. to my credit card.  
ALSO when I tried to place a second order the $5.oo that they claim is still in my account DID NOT show up as a credit to the second bill, as they say it is supposed to, I called them that time as well.  
ALSO, my friend placed an order using my "INVITE a Friend and they get $13.00 off and you get ANOTHER $13.00 off for each friend you invite.  [redacted].  He placed the order while I was sitting there in the room.  He ALSO had Problems and had to Call Customer service who told him that they would apply his $13.00 and $5.00 credit to his order, but INSTEAD billed him the Full amount, with NO DISCOUNTS as PROMISED.  
ALSO I did NOT get the $13.00 Promised for Signing up my friend posted to my account.  I called customer service about this also, and they said they had record of Jose's order but did not post it to my account.
ALSO I sent my roommate a Friend Request, [redacted], for $13.00, He tried to Put an Order through With the SAME EMAIL LINK that I sent Jose from Delivery.com  and DID NOT receive $13.00 off or $5.00 off for the [redacted] Checkout of his order in his checkout, so he CANCELLED his Order before finalizing.  He called in to Customer Service also, like ALL OF US DID, and GOT NOWHERE.
ALSO, Delivery.com Charged me a SECOND time for a SECOND order, which I NEVER placed, on January [redacted], because I was looking again to see if that $5.00 credit to my account they said was in there and the $13.00 credit they owed my from Jose's order would be added to my checkout.  NEITHER WAS ADDED, so I cancelled the order without pressing to FINALIZE, and they put the order through ANYWAY without my consent and charged me another $16.73.
So so far they owe me personally $5.00 for my checkout [redacted] Application, $13.00 for Jose's order, and $16.73 for an order that I never placed.  That's $34.73.  They also owe Jose B[redacted] $5.00 for his [redacted] Checkout Application, and $13.00 for the first time discount he was supposed to get, which is $18.00, and they owe my Roommate That same $18.00 if he places a first time order, and again would also have to send my an additional $13.00 for Recommending him.
As you can see Delivery.com made MANY MANY ERRORS that were Advertised and NEVER RECEIVED, Even though ALL 3 of us CALLED INTO CUSTOMER SERVICE and complained about our service.  not one of us was Helped by customer service.  so 3 out of 3 of us, ALL had the SAME ISSUES and SAME COMPLAINTS with the SAME LACK of Response.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The finalized charge of $16.73 for order# [redacted] includes both the $13 referral credit that was initially applied to the order and $5 [redacted] credit that was not initially applied by the customer but was then adjusted by delivery.com. The original order total for the food plus tax was $34.73 without any credits applied. $34.73 minus the $13 credit the user added minus the $5 delivery.com adjusted equals $16.73. The final charge of $16.73 is correct.
Regarding the customer other assertions: There is no user in our database with an email address of [redacted]. The user the customer is referring to has an account under [redacted]. This user did not sign up with the complainant's referral link. It was the other way around. The complainant's account is under [redacted]. This email address used the referral link of  [redacted] to register. Regardless,  [redacted] was, in fact, rewarded the $13 credit, but never applied it to an order. We have since edited his order by $13 as a measure of good faith.
Regarding the customer's assertion that  [redacted] never received a credit and therefore did not finalize the order: this is a self-referral. The complainant, [redacted], has his account under the email address [redacted]. The user for [redacted] is named [redacted]. The ip addresses also matched. Self-referrals are not honored. We do not allow the same user to create multiple accounts to take advantage of the referral program.
Regarding the complainant's assertion that there is a second charge of $16.73 for an order he never placed, there evidence in our system to support that. If the customer is able to provide screen shots of his statement showing multiple finalized charges to our billing department or is able to engage in a three way call with our billing department and his bank, we will be happy to resolve this with him.

My full name is [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Dear Revdex.com, I've ordered with delivery.com twice. On my second order, the restaurant sent a small soup instead of the large soup I ordered. I called to complain, but someone from delivery.com insisted that the soup I received was a large. Why would I lie about that? I even have pictures to prove my statement. When the call didn't work, I emailed to ask for help. After nearly one month, I still can't get a refund for my soup. After emailing different sources, including the [redacted], someone finally offered me a small credit of $10 yesterday. BUT I don't want the credit because it will not even cover the delivery charge and convenience fee. Also, why would I continue to spend money on a business that continues to ignore me? I am a busy professional and thought that delivery.com would help me save time. I gladly paid $12-15 total in delivery and "convenience fees". But I am no longer willing to spend that money on a company that is not able to do right by me.Desired Settlement: Please refund me for the cost of the soup, plus tax, tip, and the "convenience fee" that you add to each item added to the order. By my calculations, that should be about $10 credited back to my credit card.

Business

Response:

We refunded the customer the amount of the soup ($6.92) the day after she contacted us (2/**/14). The convenience fee, tip, and delivery fees are not delivery.com fees. They are from the delivery service contracted by the specific restaurant. Delivery.com makes no commission on any of those fees. However, since the customer was not satisfied, I just submitted a refund for the delivery fee ($6.99), convenience fee ($5.26), and tip ($6.76) - an additional refund of $19.01.

Sincerely,

Review: This complaint concerns Order # [redacted]. After placing the order for a delivery from one of the restaurants on Delivery.com, Delivery.com immediately confirmed that the order was processed and charged my credit card (temporary hold from 10/**/2013 to 10/**/2013; the hold became a permanent charge on my credit card on 10/**/2013). About an hour after placing the order, the restaurant called me to say that no driver was available and that the order should not have gone through. I explained to the restaurant that Delivery.com had already charged me and asked what the restaurant could do. The restaurant had not been paid for the order and was unable to help me get a refund from Delivery.com. I have since made multiple attempts to contact Delivery.com to resolve the issue and get my refund. Delivery.com has not responded to any of my attempts to contact them.Desired Settlement: A full and immediate refund to my credit card for the unauthorized charge.

Business

Response:

In the event that a member merchant cannot fulfill an order that they have received, they are required to contact us immediately the proper steps can be taken to void any applicable charges, etc. In the case of [redacted]'s order, this did not happen. We were not aware that the order would not be delivered.

We did receive [redacted]'s correspondence via email on 10/** and 10/** but we were not yet able to reply due to higher than normal email volume. The order has been cancelled and a full refund has been issued in the amount of $25.00. Depending on [redacted]'s financial institution, the refund will process in up to 5-7 business days.

Sincerely,

Director, Customer Service

delivery.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,