Eat24hours.com

Hi [redacted], 
I never like hearing that you're unhappy. Our goal is to try and always give you the best customer experience and customer service, every time you use us. If 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 right. It 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 food. My 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 cancelled. I completely understand why you'd be frustrated, because I'm frustrated with the situation too. Now 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 2 minutes after you placed it. We can resend your cancellation email so you have something for your records stating the charge was reversed. We 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 normal procedure with credit card refunds. We'd be happy to work with your banking institution to get things straightened out if you haven't already received the refund. If 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 receiving. While 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

Initial Business Response /* (1000, 7, 2015/10/26) */
Hey [redacted]. We're a little confused as to what went on here. We 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 end. We 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 settled. We were originally contacting you to get the details we needed to look up your charge (because there's no record of a $52.60 anywhere on your Eat24 account, 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 you. If there's anything else you need on our end, please don't hesitate to let us know. We'd love an opportunity to try and turn this all around.
~Eat24

Hi [redacted],
We've followed up with the representative you were having issue with. Arguing with a customer isn't okay. The rep was confused because you were sent a version of the email that did not have the $10 subtotal requirement listed in the fine print. We have since edited that text to now...

properly reflect the requirements needed to use the coupon. Any further email correspondence you receive from us will explicitly state that all orders need to meet a $10 subtotal to be eligible for the discount.
We've also refunded the $5 amount to your card. This was a mistake on our end and if there's anything else we can do to make up for it please contact [redacted] The team is aware of your situation and would love to try and make things right if there's anything else we can do for you. 
 
-- [redacted]

Hello Seth,
This was never the way this situation occurred. The team in charge of dealing with the delivery services spoke with their own and we got your order refunded on 10/11 so it should have already posted back to your account. We'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 [redacted],
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.

Hi [redacted],
 
Looked up your order number and it appears the order was cancelled and refunded in full on 6/05. 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 5 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 6/13 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 /* (1000, 7, 2015/09/23) */
[redacted] we've gone through the transaction records and it looks like the charge you're referring to failed and did not post. This transaction would've been refunded on our end, and in the event that it hasn't, you may need to contact your...

banking institution. One of our representatives should be contacting you later today to clear up any further confusion and address any questions you may have. If you'd prefer to reach out to us directly instead, feel free to email [redacted]@eat24.com so we can get this all straightened out.
Eat24

Complaint: [redacted]I am rejecting this response because:
This is already the second chance. If you want to make it up after an unfortunate event like this, the customer support (2 of them) I contacted right after the incident should offer a credit immediately, not after I filed a Revdex.com complaint. I truly think that your business does not work. This is making everyone suffer, including you, customers, and restaurant owners. If 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]

It looks as though the customer service department has already cancelled the remainder of this order, so you should be refunded in full. There should have been an email sent to you when the order was cancelled out, to help serve as your cancellation receipt. If 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.

Revdex.com:Thank you Eat24 for finally admitting fault and for correcting your false advertising.Everyone please pay attention to what happened here: by no means other than reason, one person stood up, denounced an injustice, protected consumer rights, and affected positive change in the world. I hope you all have the courage to do the same in your own lives.Peace and love, [redacted]

Hello,
 
We're sorry things didn't work out, but we've received your message loud and clear. We dropped the ball. You should've been contacted immediately after we were unable to reach the restaurant. Of course this was a mistake, but it's one that inconvenienced you as a customer, and that's...

never something we want to do. 
We have already refunded you and originally, we wanted to reach out to you to see if maybe we could offer you a credit on a future order to make it up to you. That way you'd have a chance to see how smoothly things normally go, but we can also understand the hesitancy. We've received the message that you want no further contact from us and will respect that.
That being said, if you change your mind and do decide there is a way that we can help make things right, don't hesitate to contact us at [redacted] and we'd be happy to discuss things with you to try and come to a solution.

Hi [redacted],
 
We received your message and refunded you for the orders in question. It looks like three of the duplicate charges were refunded that day and my team has refunded the original charge today. You should see it post back to your bank account within the next 3-5 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.com. I 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 [redacted]