GoWaiter.com

Review: I placed and order with gowaiter.com for [redacted]. The manager by the name of [redacted] called me to inform me that my order would not be delivered because the driver said he had been to my residence before and I never tip. I told her that was very unprofessional and I do tip but not all the time because I can't always afford to, and [redacted] goes on to say well that's how the drivers put gas in their cars and a few other unnecessary remarks that were also unprofessional. I asked that I be given proof of my credit card being refunded and I was told that they are unable to do so.Desired Settlement: I want my money refunded IMMEDIATELY and the manager needs to be reprimanded for her unprofessionalism!

Business

Response:

January 14, 2014

Dear Revdex.com,

This memo is in response to complaint ID 9864068, submitted against GoWaiter.com, by [redacted], on January 5, 2014. **. [redacted] did place a food delivery order for [redacted]) via www.gowaiter.com on Sunday, 5 January, 2014 at 10:28 a.m. Upon receipt of the order, the independent contract (1C] driver was assigned to pick up the food from the restaurant and deliver it to **. [redacted]s residence. The 1C driver contacted the dispatcher on shift and advised that he declined to deliver the order to the customer because he has delivered to her numerous times and she was very rude and never provided a tip. Please note, as independent contractors the drivers can decline a delivery order. The dispatcher immediately notified me about the situation and asked how we should handle the matter. I contacted the 1C driver and informed him that "unfortunately we have no control over customers providing drivers with a tip. Sometimes, customers may not be aware that the drivers are independent contractors and that is how they are paid.” The driver response was as an independent contractor he can decline to take a delivery, therefore he chose to do so in this case.

I called **. [redacted] and thanked her for her order. I informed her that the drivers were independent contractors and they could decline delivery orders and unfortunately the driver currently available assigned to deliver her order declined to accept the delivery, due to he has delivered to her numerous times and she never provided a tip. I stated, that I understood that some customers may not be aware that the drivers are independent contractors and work for gratuity. However, we could still deliver her order, however it may arrive a little later than the estimated delivery time (45-60 minutes), because we had to wait until another driver was available. **. [redacted] became irate and stated, on top of having to wait an hour for her food to be delivered; now I was telling her she would receive her order later. I responded that it may take a little longer; we would try and get it delivered to her as soon as possible. **. [redacted] stated that she wanted to cancel the order and it was unprofessional of me to call herabout not tipping the driver, because everyone may not always have money to tip. I responded, I understand, however, gratuity is how the drivers are paid and they need to put gas in their car in order to deliver the food to customers.

**. [redacted], stated she wanted to cancel her order and she would never use our services again...then hung up. I immediately informed the dispatcher on shift to cancel the order. I also had the dispatcher call the restaurant and inform them not to cook the order that we just faxed to them. Please note, the order was faxed to the restaurant because we had every intension on delivering **. [redacted]s order (please see attached order confirmation that reflects the fax time]. **. [redacted], immediately called back and asked for the manager. I advised that I was the manager and I provided my name. [redacted], replied "oh wow" and hung up again. **., [redacted] called back a third time (within a 2-3 minute time frame) and spoke to the dispatcher and requested proof that her money was being refunded. I witnessed the dispatcher inform **. [redacted] that the order was cancelled and she would not be Charged.

therefore, no funds would be taken out of her account. Additionally, if she saw the transaction pending on her account it should no longer show as pending after 24-48 hours, after her bank released the funds. The dispatcher reiterated that her account would not be charged because the order was cancelled and nothing was processed. **. [redacted]'s replied, "Well, I just want to make sure I will not be charged" then dispatcher responded, that he assured she would not be charged. At that time, **. [redacted] hung up the phone.

The dispatcher verified during closing, that **. [redacted]'s order (#[redacted]) was properly reflected on the "[redacted] Credit Batch Report" and was in fact cancelled and the transaction was voided. **. [redacted] was never charged and no funds were withdrawn from her account. Therefore, **. [redacted] should not be refunded or awarded a settlement in the amount of $33.08.

Based on the time and date **. [redacted] submitted her complaint to the Revdex.com, It appears it was immediately (within 30 minutes] after the incident transpired, which did not allow adequate time (24-48 hours) for the initial authorized funds, in the amount of $33.08, to be released by her bank and to validate that the transaction was indeed voided, as the dispatcher conveyed to her.

Please see attached documents as proof that the **. [redacted] transaction was cancelled and voided. Please note: **. [redacted] transaction is circled and/or highlighted with an *.

Regards,