GrubHub

Complaint: ***
I am rejecting this response because:They state that they applied a refund for half of the total of my orderHowever, where is the refund? If you are getting a refund, that means money comes back to youI do not see a credit to my *** account and I do not see a refund sent to me in any other formWhy is such a simple transaction so complicated for GrubHub? I will not accept a resolution that involves lying to me
Sincerely,
*** ***

Hi ***, Thank you for taking the time to contact us regarding your order from *** *** *** on 5/6/ We are sorry to hear you didn't receive the meal you ordered after waiting an extended period of time I have reviewed your account and provided a full refund which will be
reflected on your card statement within 3-business days. We appreciate your business and hope you will give us another chance! *** ***Manager, Customer Care

Hello ***, Thank you for reaching out to the Revdex.com. We have looked at your account and can confim that a refund was processed on 11/25/from Grubhub. However, *** declined the refund on that same day. We will email you what we see on our end. We strongly suggest that you partner up with *** on this issue. We can confim that the funds have been released.Please look out for an email from us today.Thank you, Grubhub

Hey ***, Really sorry to hear all you had gone through on this issueThe restaurant never reached out to us, and this has been going on for far too longWe are refunding your charge and sending a free grub code to your email address on your account for the inconvenience. Sorry
again,

Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: *** ***, VP of Care
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grubhub.com
Hi *** -
Thanks for the candid feedbackWe strive to be upfront with our customers and in this case it appears as though
we missed the markAs a gesture of goodwill we've gone ahead and refunded the entire amount of your order and issued you an additional $in future credit so you can order again and hope to have a better experience
We appreciate you taking the time to communicate and encourage you to share additional feedback at anytime through our 24/Care team
Regards - The GrubHub Team
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Good Afternoon Ms ***, Thank you for contacting us regarding your order and experience with Grubhub I apologize the food and delivery time was not to your expectations We have reviewed your case and issued a full refund for the order which will be reflected on your card
statement within 3-business days. We appreciate your business and hope you will give us another opportunity to serve you Thanks,*** ***Manager, Customer Care

Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: *** ***, VP of Care
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grubhub.com
Hi *** - We're sorry your order arrived so late on July 13thWe've gone ahead and refunded you in full; you should have
received the email noting the transaction
We do see the restaurant has also given you a small discount for the late delivery as wellHope you continue to use GrubHub and please call us at XXX-XXX-XXXX if we can be of any additional service
Thanks - The GrubHub Team

There were missing items from this diner's orderInitially they were offered a partial refundHowever, after review we refunded the remainder of the orderA full refund has been issuedThe diner was notified of this by phone and emailIt may take three to five business days for the funds to
appear in their account (depending on their financial institution)

Jill *** *** W*** ***, IL Daytime Phone:(*** *** Fax:(*** *** E-mail:j***@abtechlaw.com 3/27/ Re: Jill *** Revdex.com case *** I am Mauricio PCustomer Care Manager for Grubhub Holdings Inc(“Grubhub” or “Seamless”) and am responding to your
correspondence dated 3/15/in connection with the customer complaint submitted by Jill *** (the “Complainant”)As reflected in the complaint with the order being deliveredComplainant indicates that Jill did not receive her order due to the driver being lostJill also indicated that she is requesting a refundOur records indicate that we did not meet the requirements of having your order delivered in a correct wayTherefore, we have issued a full refund of $for the *** *** orderPlease be aware that the refund could take 3-business days for it to fully processWe believe this complaint has been resolvedPlease let us know if you need any additional informationSincerely, Mauricio PCustomer Care Manager

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: Grubhub
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grubhub.com
Hello Samantha, We apologize for the the issues you had with your order on 8/29/We had already refunded you and issued you some FreeGrub for
the troublesWe also issued you an additional $in FreeGrubThank you for your patience

Andrew K *** *** *** Ct *** ***, CA Daytime Phone:(*** *** E-mail:***@aol.com 3/27/ Re: Andrew K*** Revdex.com Case *** I am Mauricio PCustomer Care Manager for Grubhub Holdings Inc(“Grubhub” or “Seamless”) and am responding to
your correspondence dated 3/14/in connection with the customer complaint submitted by Andrew K*** (the “Complainant”)As reflected in the complaint with the order being deliveredComplainant indicates that Andrew waiting over an hour to receive his orderAndrew also indicated that a representative contacted the restaurant to see what the update was regarding his orderOur records indicate that we did not meet the requirements of having your order delivered in a timely fashionTherefore we have issued the remaining amount of $to the original card used for the purchaseInitially a refund of $was already issued on 3/14/Including both refunds the total comes out to $We believe this complaint has been resolvedPlease let us know if you need any additional informationSincerely, Mauricio PCustomer Care Manager

We were able to locate and remove the restaurant reviews per the diner's request

Complaint: ***
I am rejecting this response because: GrubHub is aware that they agreed to accept and reissue the expired certificates whenever I was ready to use themThere is no issue with verbiageThe issue exists when a customer is told said verbiage can be waived by requestTo arbitrarily rescind this offer without warning, therefore nullifying the value is not only unfair but fully deceptiveHow would I have knowledge that they were no longer honoring statements made by their own Representatives? All of my actions support my positionIf this was not the understanding, why would we place and pay for additional orders when there was at least $of (unexpired) credits on the account? It would make no logical senseGrubHub needs to do the right thing and honor the $worth of credits that I was told could be reissued even after expiration.
Sincerely,
Mimi ***

Hi ***, Thank you for reaching out to us via the Revdex.com website. I have investigated your issue and completely understand where you are coming from. I have issued you a one time full refund of $for your missed delivery. Documentation was sent to the email we have on file
indicating the refundI will be following up with the representative that you spoke with. Feedback is very important to us as a company and I want to thank you for taking the time to provide that. If you have any additional questions, please feel free to contact usOnce again very sorry for the experience and hope that you do try us again in the futureThank you, *** PCustomer Care Manager Grubhub

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

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

Hello ***,Thank you for reaching out to us via the Revdex.com website I have looked into your order from *** *** and I have fully refunded your order in the amount of $ Please keep in mind that it can take 3-business days for the funds to be present onto your account
(depending on your banking institution).I am very sorry for the over all experience that you have received and the back and forth emails If you have any additional questions please feel free to reach out.Thank you,*** P.Customer Care Manager***

Hi ***, Thank you for taking the time to contact Grubhub in regards to your order from *** *** on June 2nd, We apologize this order was not appropriately refunded for the items that were not available from the restaurant I have reviewed the ordered and refunded
$as you have requested A credit will be reflected on your card statement in business days. Please feel free to contact us with any other questions. Regards,*** ***Manager, Customer Care

Hello,Thank you for contacting us via the Revdex.com website. We are very sorry about the unknown charge that occurred with your card. We have investigated our systems and do not find any account associated with your email or phone number indicated on your Revdex.com complaint. We do see that
you have never conducted business with us which is why you might not have an account. The best suggestion we have is that you will need to work with your bank and file a chargeback for the unknown charge. We are very sorry that this caused a big inconvenience for you.If you have any additional questions please feel free to contact us.Thank you,Grubhub Care

Hello ***,Thank you for reaching out to us via the Revdex.com website. I am very sorry for your overall experience. I also see that you have been in contact with us and you did indicate that you wanted Management to follow up. However, I do see that was never done and I am sorry that
you did not receive any sort of follow upI have issued you a full refund for the order as a goodwill gesture. Please keep in mind that it does take 3-business days for the funds to be reflected on to your account. The total amount of this refund was $46.07, and an email has been sent indicating that refund. You as a customer should not have to jump through hoops for a resolution. I will be following up with all parties that you encountered. If you have any questions, please feel free to reach out.Thank you,*** P.Customer Care Manager