Eat24hours.com

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hi ***It looks like this order was cancelled out and your funds were released on 7/in addition to the credit you were given to your EataccountThe restaurant has already been spoken to, and you should have received an email informing you the order was cancelledYour banking institution may take a few days to return the money back to your account, but everything has already been cancelled out on our endNot sure how else you'd like us to help you on this one, but if there's something we're missing, feel free to email [redacted] @eat24.comWe look forward to hearing from you ~Eat

Hello Michelle, Thank you for letting us know about your recent experience with Eat I apologize our services did not meet your expectations, and appreciate you taking the time to share your concerns I understand your frustration at having made a simple request to speak with a supervisor--someone who had the authority to fix the problem at hand We let you down in that regards and for that, I am also sorry We take full responsibility, please be assured that this type of situation will never happen again It is very important to us that our customers have access to anyone within the company, all the way up to senior management I regret that we provided you with bad service and a poor customer experience--it is the exact opposite of what we pride ourselves on We value our customers and understand how important it is to offer exceptional service Thank you again for bringing this to our attention It will help us to improve our operations and services A manager will be in touch with you soon

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 meSincerely, Michelle [redacted]

Hi ***, It looks like this particular order was refunded back on 6/13, so the funds should have already posted back to your accountIf they haven't, feel free to shoot a quick email to [email protected] and let the team knowWe can also send over an email confirming the cancellation if you need something for your records This situation wasn't handled the way it should've been and we appreciate you bringing it to our attentionYou should've been kept in the loop with what was happening and we'll be following up with ownership at the restaurant to see why the story flipped up on you getting refundedWe're following up with the reps who spoke to you originally, as we think this is an excellent training opportunity to improve the quality of service If there's anything else you need, please don't hesitate to email the support team and I know we'd be happy to take care of you --The Boss

Hi ***, We received your message and refunded you for the orders in questionIt looks like three of the duplicate charges were refunded that day and my team has refunded the original charge todayYou should see it post back to your bank account within the next 3-business days In the future if you ever run into an issue, please contact [redacted] and we'll be happy to assist you without you having to go through the extra steps reporting through the Revdex.comI know my team would've loved to help out on this, so don't hesitate to contact us directly should you ever run into trouble with an order in the future If you have any other questions, comments, or concerns, please reach out to my support department and they'll be happy to help take care of you -- The ***

Hi Alexandra, It looks like this order was refunded in fullWe'd never want to hold on to your money if you didn't receive the foodI'll have the account managers speak with the ownership over at the restaurant to determine why you didn't receive your food in the first place If you ever need assistance with an order or getting a refund if your meal can't be delivered, just hop on with [redacted] The team has your back and should always be able to provide you with a solution through our channels If there's anything else you need, don't hesitate to reach out to us againWe'd be happy to help ~ The Boss

Hi ***, I never like hearing that you're unhappyOur goal is to try and always give you the best customer experience and customer service, every time you use usIf that doesn't happen, and we're at fault, you can be that we'll step up and do whatever we can to make things rightIt does look like your past few orders have been placed with restaurants that contract a 3rd party delivery service (Doorstep Delivery - [redacted] ***) to drop off the foodMy team informed me that the delivery service originally told us that there would be a delay with the order that we notified you about, but later told us that they were unable to find a driver for the order (which is totally unfair to you) so it had to be cancelledI completely understand why you'd be frustrated, because I'm frustrated with the situation tooNow we look like bad guys and you went hungry, and neither of those two things sits okay with me Checking back on the order, it does look like we refunded it that day, about an hour and minutes after you placed itWe can resend your cancellation email so you have something for your records stating the charge was reversedWe don't like holding on to anyone's money, especially for food they didn't receive, so your funds were released immediately and we were waiting for your bank to post them back to your account, as is the procedure with credit card refundsWe'd be happy to work with your banking institution to get things straightened out if you haven't already received the refundIf you could do us a favor and email [redacted] with a screenshot showing the charge is still pending, we'd love to have our billing department look into things for you We also hate that you had to go through all this to begin with and will be reaching out to and following up with Doorstep Delivery, because this isn't the type of service our customers should be receivingWhile the issues here may not have directly been our fault, I know my team would love to get the chance to make things up to you Hope to hear back from you soon, -- The Boss

Complaint: [redacted] I am rejecting this response because: This is already the second chanceIf you want to make it up after an unfortunate event like this, the customer support (of them) I contacted right after the incident should offer a credit immediately, not after I filed a Revdex.com complaintI truly think that your business does not workThis is making everyone suffer, including you, customers, and restaurant ownersIf you don't have a leverage on the restaurant owners (e.g [redacted] issued bad review / service award), you should think about using your own delivery service like many others do ( [redacted] etc).Sincerely, [redacted] ***

Hi [redacted] , Looked up your order number and it appears the order was cancelled and refunded in full on 6/We've sent over another email confirming we received your request and notifying you the order has been cancelled We released your funds immediately, but it may take your banking institution up to business days to post the money back to your account (as per the email we sent you)You should see the refund on Friday, but if it hasn't reached your account by 6/EMAIL [redacted] and we'll have our billing department work with your bank to see what's wrong and make sure you're refunded We don't see any additional debits on this order, but if there's something we're missing, feel free to contact [redacted] with screenshots showing the error We look forward to hearing back from you -- [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/10/26) */ Hey [redacted] We're a little confused as to what went on hereWe couldn't find any chat logs from you explaining exactly what the issue was (outside of the one where our rep had to receive several vulgar insults)It also seems that when we tried email you for more info on the matter, that you didn't seem interested in any assistance from our endWe always want to make sure you guys end up satisfied, and if there's an issue with payment, we're always happy to help get things settledWe were originally contacting you to get the details we needed to look up your charge (because there's no record of a $anywhere on your Eataccount, but you informed us the restaurant had "already taken care of it" and that you were "done with Eat24"We're sorry you feel that way, but if you change your mind, we'll always be there for youIf there's anything else you need on our end, please don't hesitate to let us knowWe'd love an opportunity to try and turn this all around ~Eat

It looks as though the customer service department has already cancelled the remainder of this order, so you should be refunded in fullThere should have been an email sent to you when the order was cancelled out, to help serve as your cancellation receiptIf you didn't receive this email, feel free to email [email protected] with your order number, and the team will happily re-send it If there's anything else you need, feel free to let the support team know when you email and they should be able to work things out with you there

Hello Seth, This was never the way this situation occurredThe team in charge of dealing with the delivery services spoke with their own and we got your order refunded on 10/so it should have already posted back to your accountWe'll be following up with them as well but if there's anything my team can do on our end to make it up to you, don't hesitate to contact [redacted] This wasn't handled properly, and I know my team would love the chance to make things right if there's anything we can do in addition to the refund Hope to hear from you soon, -- [redacted] ***

Hi ***, It sounds like there's a little bit of confusion here. We aren't the people who actually deliver the food. We're the website/app set up for online ordering for the restaurant. We don't touch the deliveries themselves, but if we did we promise you we would never leave food sitting out to... get cold before delivering it. We agree with you, it sounds like this entire situation was a nightmare and we hate the fact that you ended up with cold food that you couldn't eat after an hour+ delay. That 30-45 minute delivery estimate displayed is given to us by the restaurant themselves and we expect them to be able to make deliveries within that timeframe. Honestly, we would've liked to help you cancel the order and order with a different restaurant had anyone known the restaurant was going to take two hours (little too long to wait for food). We completely understand the outrage and we're with you on this. We'd love to have been able to refund you for the order, but it appears you paid the restaurant directly in cash. We're currently waiting for management to arrive at the restaurant so we can follow up with them on the lapse in service and do our best to try and get a refund coordinated for you. Since we had no way of physically refunding the cash on our end, we wanted to try and offer at least partial credit that you can use on our site. We know that mistakes happen, and the restaurant didn't intentionally have a delay, but we you're our customer as you are theirs, so we wanted to try and do something on our end to make up for the issue. We'll be in touch with you as soon as we can speak to the management at [redacted] to how this is going to be handled and what the restaurant can do for you. We hope this clarifies some of what went wrong, and we want you to know that we're here for you every step of the way on getting this resolved. If you have any other questions or need to talk to us further, please don't hesitate to email [redacted] with your order number and we'll do whatever we can on our end to help make things right.

Hello Michelle,
Thank you for letting us know about your recent experience with Eat24. I apologize our services did not meet your expectations, and appreciate you taking the time to share your concerns. I understand your frustration at having made a simple request to speak with a
supervisor--someone who had the authority to fix the problem at hand. We let you down in that regards and for that, I am also sorry
We take full responsibility, please be assured that this type of situation will never happen again. It is very important to us that our customers have access to anyone within the company, all the way up to senior management. I regret that we provided you with bad service and a poor customer experience--it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service
Thank you again for bringing this to our attention. It will help us to improve our operations and services. A manager will be in touch with you soon

Initial Business Response /* (1000, 5, 2015/07/07) */
Hi ***It looks like this order was cancelled out and your funds were released on 7/in addition to the credit you were given to your EataccountThe restaurant has already been spoken to, and you should have received an email informing
you the order was cancelledYour banking institution may take a few days to return the money back to your account, but everything has already been cancelled out on our endNot sure how else you'd like us to help you on this one, but if there's something we're missing, feel free to email ***@eat24.comWe look forward to hearing from you
~Eat

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/20) */
We completely understand the frustration ***We know what it's like to pay for something and then, for one reason or another, end up having to be refundedWhen we cancel an order on our end, we release the funds immediatelyIt may, however
take your banking institution a few days to post the money back to your accountWe never want to "freeze" your funds
In our experience, when placing an order online you're usually charged at the time of checkoutIf there's ever a problem or mistake, you then have to be refundedWe don't want to hold onto your money for something you didn't receive
We're assuming the money used on this order have already posted back to your account, but in the event that they haven't, feel free to contact ***@eat24.comWe'd be happy to work with your banking institution to help out however we canWe've already spoken with the restaurants in question to emphasize how important it is to properly communicate early closures, so this type of thing doesn't happen again in the futureIf there's anything else we can do to help feel free to drop us a line and let us know
~Eat

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Michelle ***

Hi [redacted],
It looks like this particular order was refunded back on 6/13, so the funds should have already posted back to your account. If they haven't, feel free to shoot a quick email to [email protected] and let the team know. We can also send over an email confirming the cancellation if you need...

something for your records.
 
This situation wasn't handled the way it should've been and we appreciate you bringing it to our attention. You should've been kept in the loop with what was happening and we'll be following up with ownership at the restaurant to see why the story flipped up on you getting refunded. We're following up with the reps who spoke to you originally, as we think this is an excellent training opportunity to improve the quality of service.
 
If there's anything else you need, please don't hesitate to email the support team and I know we'd be happy to take care of you.
 
--The Boss

Hi Alexandra,
 
It looks like this order was refunded in full. We'd never want to hold on to your money if you didn't receive the food. I'll have the account managers speak with the ownership over at the restaurant to determine why you didn't receive your food in the first place.
If you ever...

need assistance with an order or getting a refund if your meal can't be delivered, just hop on with [redacted]. The team has your back and should always be able to provide you with a solution through our channels. 
If there's anything else you need, don't hesitate to reach out to us again. We'd be happy to help. 
 
~ The Boss