Postmates

Dear Mak,
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recentlyI was able to locate your account and see that your preauthorization hold has been released, and that our escalations team has responded to you and given a creditThis is
definitely not the norm for our service, and I will be passing along this feedback to the right departments
We appreciate the opportunity to make this right

Thank you for bringing this negative situation to our attention, as we understand this matter was not handled appropriately previouslyWhile our couriers do not default to leaving food with anyone other than the customer, we understand you have never had this issue previouslyWe will have a member
of our team follwith a refund and credit to your account, as a token of our apologyWe thank you once again for your feedback, as it is one of the main ways we improve at Postmates

Dear Charlise,
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 locate your account and see that your last order has already been refunded in fullSeeing as you have been
a loyal customer, I am following up to your email with an additional credit that should take care of your next few ordersI will be following up with all parties involved.
We appreciate you bringing this to our attention the opportunity to make things right

Hello - thank you for your feedback regarding this card that was charged and we sincerely apologize for the delay in resolution hereWe have refunded this charge in full, and will not be charging it to the other cardThis one is on usOur team is followiwith an email to confirm the refund
Going forward, just be sure to look over all credit card and address information before confirming the order.
I don't see a tip charge on this order but we will be following up about the charge price, as I believe you may be seeing a temporary authorization that was a bit higher than the charge
Thank you again for your feedback, and be on the lookout from our team for an email confirming the refund

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, Tamika ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAgain, thank you for your time.
Sincerely, Kristina ***

Hi ***,
I've investigated your complaint and I believe I understand your confusion.
Whenever you place an order with Postmates, an estimated price is generated, based on the data we have for the merchant in questionWe always have this listed as an estimate as we do not
control the prices presented by merchants, and they do not always update us on changes they makeAdditionally we always pre-authorize an amount of funds slightly higher than the expected cost of the order This is simply a hold, and depending on how your financial institution processes authorization holds, it may appear as a charge initially For the order in question that generated this complaint, our initial pre-authorization was $ The actual purchase cost of the items was cents, plus a 9% purchase fee of centsThe delivery fee on this order was waived, and the final cost was $
I hope this helps provide some clarity on our how our pricing worksPlease let me know if you have any additional questions or concerns.
Regards,

Postmates,
I don't expect the extra $credit$1,credit wouldn't erase what happenedEven the miniscule $** refund was never the point; it was the principleI never expect more than I pay for - all I ask for is to get what it is that I do pay forThe way this whole thing snowballed into such a ridiculous ordeal is just beyond meMy previous several orders were all stars and no problem, and to think it was the smallest order, $** that caused such a disaster, simply because I didn't feel like putting my child in a carseat.
Anyway, I do appreciate you finally working wth me, although it seems like it is too little too lateMy opinion of postmates has changed completely and as I said earlier, it didn't make sense how your initial reaction was too ignore and block me, then cancel my fleet account rather than work to resolve thisNot that I was planning to become active anytime soon, but it was just another also in the face, since I don't know what one thing had to do with the other
I'm letting this go, but I'm forever disappointed.
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, *** ***

To whom it may concern at the Revdex.com:
I’d like to express my appreciation again for your prompt and respectful response to this issueFrom my interactions with the representatives at Postmates and from their correspondence addressed to me through the Revdex.com, I see that the refund of the service fee is all they will be remitting here (they apparently could not refund anything more than $of my $total order charge because, after waiting approximately two hours for my food, "you did receive the order in good standing")Therefore, in terms only of my complaint with the Revdex.com (complaint ID *** I will state here that I will accept the $refund and that I find it acceptable for my Revdex.com complaint to be closed at this timeHowever, as I mentioned in earlier correspondences, I maintain my claims that Postmates is engaging in highly deceptive, misrepresentative, and misleading practices in regards to this ~20-21% hidden “service fee” that it charges consumers on top of the delivery fee and tip for certain restaurantsI took the time to reach out to the Revdex.com for this reason more than any monetary reason, as the amount at dispute here ($181.04) is not so significant to me that I would spend this amount of time corresponding with the Postmates representatives over simply a refund
Therefore, I have recently filed a complaint with the Office of the California Attorney General (I have disclosed this to Postmates already as well)I’d like to thank the Revdex.com for its assistance and I hope to receive a more in-depth resolution from the Attorney General’s Office, given that they are an agency with regulatory authority over the types of business practices that I believe, and can prove, Postmates is currently engaging inThank you for your time
To whom it may concern at the Revdex.com:
I’d like to express my appreciation again for your prompt and respectful response to this issueFrom my interactions with the representatives at Postmates and from their correspondence addressed to me through the Revdex.com, I see that the refund of the service fee is all they will be remitting here (in a recent email they offered store credit, but no actual refund for the dollar amount of the entire order charge)Therefore, in terms only of my complaint with the Revdex.com, I will state here that I will accept the $refund and that I find it acceptable for my Revdex.com complaint to be closed at this timeHowever, as I mentioned in earlier correspondences, I really believe that Postmates is engaging in highly deceptive, misrepresentative, and misleading practices in regards to this ~20-21% hidden “service fee” that it charges consumers on top of the delivery fee and tip for certain restaurantsI took the time to reach out to the Revdex.com for this reason more than any monetary reason, as the amount at dispute here ($181.04) is not so significant to me that I would spend this amount of time corresponding with the Postmates representatives over simply a refund
Therefore, I have recently filed a complaint with the Office of the California Attorney General (I have disclosed this to Postmates already as well)I’d like to thank the Revdex.com for its assistance and I hope to receive a more in-depth resolution from the Attorney General’s Office, given that they are an agency with regulatory authority over the types of business practices that I believe, and can prove, Postmates is currently engaging inThank you for your time
Sincerely, Jaya ***

Dear William,
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 locate your order and have now refunded it in fullI will also be placing a credit on your account for the
delayed resolutionThis is definitely not the norm for usI will have our customer service team follow up with an email of when you can expect the refund, and also the credit
Thanks for the opportunity to make this right

Hi,
Thank you for your feedback in regards to your recent experience
Postmates, unlike some of the other 3rd party delivery platforms that require formal partnership to advertise and/or promote restaurants on their app, is first and foremost a courier serviceOne of the most unique and
distinguishing traits about Postmates is that we do not require locations to partner with Postmates for customers to order items from merchants near themOur app is, in many ways, more similar to the Yellow Pages than it is 3rd party delivery apps
For those restaurants that choose not to partner with us, we do our best to ensure that our pricing is accurate on the app, however pricing discrepancies can occurFor this reason, we advertise our prices as estimated and clearly indicate this in our terms of service, in an attempt to avoid confusion
Regardless, this resulted in a poor experience for youI am going to issue you a refund for the difference in price and issue you an additional $credit towards a future order
Thank you again for your feedback and understanding as we work to improve our platform

Dear Leila,
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 have already refunded the cancellation fee in fullPlease allow 5-days for this refund to reflect on your
bank accountI will be following up with all parties involved
We appreciate the opportunity to make this right

Dear Chris,
Thank 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 last order and do see the discrepancyI have refunded the difference and have also issued a credit
to your account for the inconvenienceI'm going to have our customer service team follow up with an email as well, to give you some expectations of when you can expect the refund.
We appreciate the opportunity to make this right

Initial Business Response /* (1000, 5, 2016/01/26) */
Dear ***,
First of all, let us earnestly apologize for your negative experience with Postmates! It sounds like your order was not only missing items, but it was cold and late as well
We have investigated your order from
*** and can see that it indeed ran very lateOur guarantee is that any order placed will be delivered within one hour, and clearly we did not uphold thatOur records show that the particular location you ordered from ended up being closed, so your Postmate was delayed because they had to travel to another *** to pick up the items you orderedWe take responsibility for not having the correct hours for the original location updated in our system and for not effectively communicating these updates to you in real time
We can also see that you were missing the cold-pressed juice you requestedBecause your order ended up being incorrect, and the items you did receive were cold, we went ahead and processed a full refund for your order in the amount of $This was submitted on 1/12/2016, so you should have seen it appear on your card statement already
Since you've been a great customer and we really appreciate you choosing Postmates, We're also adding a $credit to your account, which will be automatically applied to your next order with us!
Please let us know if there is anything else we can do for you! You will hear back within hours if you email ***.com
All the best!

Hi Matt,
Our apologies for the confusionWe make every effort to display an accurate price, including all delivery and service fees, prior to the order going throughIt appears as if your delivery fee was $**, which is based on the delivery distance, number of available couriers, and other
factors that can influence the price when you complete your orderI certainly understand that this seems high, and we will issue you a full refund for the delivery fees on this order
Our apologies again for the confusion, please let us know if we can be of further assistance

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, *** ***

Dear Richard,
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recentlyI can definitely understand the frustration at this pointI was able to locate your account and the charge in question and will be refunding this in fullPer your
request, I will have an escalations specialist give you a call for a follow up and they can answer any other questions or concerns that you may have
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 me
This doesn't change that this company should be watched and their practices be put under review with our ridiculously shady their charges areYou shouldn't put a $hold on a $purchase, nor should you say a purchase is $and then charge the customer $10.Sincerely, Justin ***

Hi ***,
Our apologies for the confusionIn reviewing your case it appears as if the delivery charge should not have been charged, since your order fell within the parameters of the promotionI have issued you a refund for the delivery charges, and issued you a $** delivery credit for a future
order as well, as a token of our apology for the confusion
Please let us know if we can be of any further assistance

Hi Monica,
On behalf of Postmates, I want to apologize for the less than satisfactory service you experienced with Postmates on your order from Village InnYour order was clearly not handled appropriately, and I want to assure you that this is far from the norm and I have followed up with
all necessary parties to ensure this does not happen again.As a token of our apology, I’ve issued a refund for your incorrect order in the amount of $Your refund will reflect back onto your bank account in 5-daysAlso, I have added $of delivery credit to your Postmate account that will automatically apply to your next Postmates order for the delivery fee cost.I know none of this changes the circumstances, but I hope you give Postmates another chance soon