Postmates

Complaint: ***I am rejecting this response because:
Postmates issued a refund only for the $service feeAs I mentioned in my filing, I believe that at least a refund of the total $order charge at this time would be fair given the circumstances hereAs stated in those filings, I chose to document my experience to the Revdex.com less over the $monetary issue and more because I genuinely believe that the nature of this fee and the explanations I (and I’m sure many other customers) are given regarding the fee are deceptive and highly questionableMy initial questions and comments for the customer service representatives were communicated clearly and reasonably, and it was not my first reaction to involve any other agency until I found that the responses from customer service representatives were indifferent, evasive, and misleading; and the obscurity and deception surrounding the fee on the app seemed clearly intentionalI have attached the maximum number of images allowed to this response of all relevant screenshots of the Postmates app, an image of my bank statement (irrelevant account activity and my account number was redacted) showing the total of $which was held against my card, and the most recent correspondence I received from the customer service representative
Firstly, as my attachments show, the customer service representatives offered no actual solution (other than suggesting that I buy the paid version of Postmates) to my problem until they learned of my filing with the Revdex.comIt was only at this point that the customer service representative offered to refund only the $service fee “this one time around.”
Secondly, in this email after learning of my filing with the Revdex.com, the representative for the first time addresses my questions regarding the hold charges, but mischaracterized the hold charges that I am seeing on my bank accountShe stated that I see one hold charge of $and then one hold charge for the total amount for the orderAs you can see in the image of my bank statement, this is not the caseI was inexplicably double-charged the $amount ($x = $318.04), and on top of that, $was held, and on top of that, my tip was heldThe total of those holds against my account is $499.08, more than times the amount the app explicitly stated would be held against my card
Thirdly, in this same email, the customer service representative states, “As you have ordered with us many times previously, you should know this [the misrepresented hold charges and overcharging to my bank account] isn’t the norm.” This is also untrue, as this is not the first time Postmates has misrepresented the hold charges to me and then double charged or overcharged my card in temporary authorizations; this is the first time I have spoken out and contacted an outside agency about it
I believe that given all these factors, it is more than reasonable for me to reject the company’s response and would respectfully request a full refund of the total order chargeI would like to thank the Revdex.com for its prompt assistance and its time.Sincerely,Jaya ***

Our sincerest apologies for this negative experience, as this is not the kind of experience we want for our Postmates usersWe are glad to see that one of our agents was able to resolve this for you yesterday and offer a refundWe will be sure that the previous correspondence are reviewed for
appropriate actionThank you for your feedback, as it is one of the main ways we improve at Postmates

Dear Maanasi,
Thanks for the feedback and my apologies for any inconvenience you've experienced with our service recentlyI was able to locate the order in question and see that we've already refunded in fullIf you are still seeing any pending charges, these are preauthorization holds
that usually fall off in a few daysI will follow up with all parties involved.
We appreciate the opportunity to make this right

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, *** **

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, Garyelle***

Hi***,
First of all, please accept our apologies for the confusion and unclear pricing on this orderYou are right, it does appear as if you were charged double for this order - we have issued you refund of $** for the pricing discrepancy, which reflects the difference in price and all
associated fees
We will be working closely with this merchant to ensure that we are accurately displaying the price of their items moving forward
Thank you again for the feedback and our apologies for the confusion

We sincerely regret that we offered such a delayed response to your request and that we did not provide the refund in questionA member of our team is followiwith an email to confirm your refund and an additional credit as a token of our apology.
Thank you for your feedback, as it is
one of the main ways we improve at Postmates, and thank you further for your patience

Complained about aa pre-authorization amountFinal total matches exactly what he was quoted

Hello ***,
We apologize for this experience, as I understand a full refund is needed hereWe regret that this did not happen soonerPlease look-out for an email from us in the next few minutes as a follwith the remainder of the refundThere is also an additional credit waiting
in your account
I was able to see email responses and a phone call back from us that appeared to be corresponded to, but if you have any issues receiving emails from us we apologize for thisAs far as the temporary authorization holds, I understand that there was a previously canceled order on our end that led to two temporary authorizations in your account and we regret any inconvenience this may be causingI can confirm these should be released from your account very shortlyI will provide a refund receipt in the follemail that may help your bank account release those funds, as I can confirm they are refunded on our end at this time
Thank you for your feedback as it helps us improve our servicePlease look-out for the follemail arriving in the next minutes

Hi Jermaine,
On behalf of Postmates, I want to apologize for the less than satisfactory service you experienced with Postmates.I would be disappointed if that happened to me as well and I would like to assure you that this is not the norm for our service.We have followed up with you
about your issue that you have with Postmates through via emailOnce you have received them via email from PostmatesWe will make sure your problem is solved with us.Please let us know if there is anything else that we can further assist with.We looking forward to your response

Our sincerest apologies for any frustration this situation may have been causing with your order not arriving on time and your needing to cancelI see an agent refunded your order in full yesterday and followto your email threadI'm glad we were able to assist with this particular situation
A member of our team will be followiagain to that email thread in regards to your previous Revdex.com correspondence, as I was able to locate only refund confirmations from our customer service department previouslyPlease be on the look-out for an email from our team

Hi ***
On behalf of Postmates, I want to apologize for the less than satisfactory service you experienced with Postmates.I would be disappointed if that happened to me as well and I would like to assure you that this is not the norm for our service
We have followed up with you
about your issue that you have with Postmates through via emailOnce you have received them via email from PostmatesWe will make sure your problem is solved with us.Please let us know if there is anything else that we can further assist with
We looking forward to your response

Dear Lorna,
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recentlyUnfortunately I will need to get your daughters account information before I can look into these chargesI'm going to follow up with an email from our customer service
platform to request that info
I look forward to assisting, and we appreciate the opportunity to make this right

Dear Xiao,
Sorry for any delay in responseHere was our email from our escalation team:
Dear Xiao,Our sincerest apologies that your order was not deliveredI can certainly understand your disappointment in not receiving your meal and being charged for itWe want to assure you that we will be doing everything possible to make this right for you. After looking into this, we are showing that the phone number entered in the delivery address field was ***We desire to provide customers with a seamless experience from start to finish, so I understand your concerns and apologize for this incident. At this time, we will be removing all charges associated with your order from Coco Fresh Tea & JuicePlease keep in mind that refunds process within 5-days depending on your banking institution. We appreciate the opportunity to make this rightYour feedback is valuable to the growth of our company.Thank you for choosing Postmates

Dear Heather,
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recentlyI can definitely understand the frustrationI was able to find your account and the charge in questionI have cancelled your subscription and have refunded you the
full amount of $You should see this in 5-daysI will definitely be passing your experience to the proper parties
Thanks for the opportunity to make this right

Our sincerest apologies for the way your issue has been addressedAfter reviewing this, we want you to know that we have processed a full refund for the entire order in the amount of $due to this inconvenience. We want you to have an awesome experience when you use our service, and we're
sorry that didn't happen with this orderPlease be on the lookout for an email from our customer service team confirming your refund

Dear Jillian,
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recentlyI was able to locate your account and the order in questionI am having our escalations team refund this in full, and have them follow up with some expectations of
when you can expect this refundI will follow up with all parties involved
We appreciate the opportunity to make this right

Thank you ***
I have gone ahead and processed a full refund for this order - our apologies again for the confusion and poor experience
Please let us know if we can be of any further help

Complaint: ***I am rejecting this response because:Sincerely,Amira*

Dear Patrick,
Thanks for the feedback, and my apologies for any inconvenience you may have experienced with our service recentlyI was able to locate your account, and see that the owed amount is from your Safeway order on December 3rdIt looks like your payment failedYou can go into
your order history and find this order and clear the payment to have your account unsuspended.
We appreciate the opportunity to make this right