Postmates

Hi [redacted],
Sorry for the confusion surrounding your Postmates Plus Unlimited subscription. It appears as if our team has already issued a refund for this service, which should be processed to your account within 5 to 10 days of handling, however typically much sooner.
Please let us know if we can be...

of further assistance on this issue.

Hi [redacted],
Our apologies for the high fees. It appears as if you were charged $** for the two burgers - which seems like a fair prices. The delivery fee of $** is high, especially if you weren't expecting it. We make every effort to have a fair delivery price, and the final price is ultimately...

decided based on the distance, number of available couriers in the area and a few other factors. Seeing as the delivery price would have impacted your decision to complete the order, I am adding a $** credit to your account that can be used towards a future purchase. This is on top of the $* delivery fee credit that was already issued by our customer service team.
Your feedback about our pricing helps us to improve our services, as pricing is hugely important to us, so we take this feedback seriously. Our team is working on a way to improve our pricing structure to be more transparent and customer focused.
Let us know if we can be of any further assistance.

Customer was refunded partially for the mistake, and was not charged for the missing item as he claims. We advised him accordingly and he was happy. Customer has placed a lot of orders since this complaint.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the help in this matter. Sincerely, [redacted]

Hi[redacted],
Our apologies for the mixup with this order. It appears as if our customer service team has already issued you a full refund for this mistake. As an added token of our apology, I am adding a $** delivery fee credit to your account, which can be used towards a future order.
Please let...

us know if we can be of any further assistance.

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

Hi[redacted],
Sorry for the mix up with your recent order. While we try to set fair and consistent terms for all deliveries, we do miss the mark sometimes, as not all scenarios are the same. We do our best to estimate the correct delivery time when orders are placed, however if a merchant changes the...

time the delivery will be ready for pickup, we are at their disposal. Since the order had not yet been prepared, we have issued a full refund for this order.
Our apologies for the confusion, and please let us know if we can be of any further assistance.

Hi [redacted],
Our apologies for receiving the incorrect item! While we do our best to fulfill all special requests, we do sometimes miss the mark. While this is never intentional, it is unfortunate and results in a poor experience. It appears as if our customer service team has already issued you a...

full refund for the mix up (apologies for the back and forth). 
Please let us know if we can be of further assistance, and our apologies again for this mistake.

Hi [redacted],
Please accept our apologies for the frustration that came from your order with Postmates. As you indicated, you asked for a special request and you did not receive it - this is not a great experience. As our staff has indicated previously, unfortunately special requests are filled at...

the merchants discretion, and while we encourage them to honor these special requests, we are somewhat limited with our ability to ensure they are guaranteed. Since the merchant does not always let us know whether or not they will honor the special request, we cannot always inform our customers prior to completing their delivery.
I am going to go ahead an refund your order, which will post to your account inn 5 to 10 days. I have also issued you a $** dollar delivery credit for future orders, should you decide you would like to give us another shot.
Our apologies again for the poor experience.

Hi [redacted],
Our apologies that the delivery was taken to the wrong address. We make every effort to ensure that the delivery address is clearly indicated prior to your order being placed, our apologies that it went to the wrong address.
We have issued a full refund for the order.
Please accept...

our apologies once again.

Dear Eric,
 
Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recently. I can definitely understand the frustration at this point. I was able to locate your account, and see that all holds have been released on our end. Unfortunately we can...

not expedite this on our end, but usually does not take more than a few days for your bank to remove the hold. 
 
We appreciate the opportunity to make this right.

Complaint:[redacted]I am rejecting this response because I need to know that they have been officially unblocked once they are open and ready for use I'll accept their message until then I'll waitSincerely,Javira [redacted]

Dear Jessica,
 
Thanks or the feedback, and my apologies for any inconvenience you've experienced with our service recently. I was able to locate your account and the order in question, and I will have our customer service team refund the difference as a courtesy. They will also follow up...

with an email with a better explanation and some expectations of when you can expect the refund.
 
We appreciate the opportunity to make this right.

Dear [redacted],
 
Thanks for the feedback, and my sincere apologies for any inconvenience you've experienced with our service recently. I did check your history and see you reached out to us about your last order. I also see that we fully refunded your order from the 30th, which I believe is the...

one you are referring to. We definitely strive to delivering great quality food every time, and I will be following up with the local community manager to review this issue, to try and prevent this from happening again.
 
If this order was not the issue you are referring to, please reply back with the date of the issue, and I can look into any other problems you may have. This feedback is valuable to our company as we continue to grow. Thanks again.

Complaint: [redacted]I am rejecting this response because:
It is clear Postmates has no intention of taking accountability for the error.  I called [redacted] myself to inquire about the missing burritos.  I was told the burritos were not on postmates order.  They offered to make them but I was told I would still have to go through postmates.  "Lack of inventory" doesn't even make sense.   It seems a sorry excuse to push the blame on the restaurant instead.  
Sincerely,[redacted]

Dear[redacted],
I am terribly sorry that your experienced poor service with our platform and your feedback is valuable to us. 
I have sent you a follow up email in regards to your experience and I would love to get more information from you. 
Thank you for your time and of course your...

feedback.

Hi [redacted],
Our apologies for the poor experience. We perform a pre-authorization hold on every transaction that is performed using our app - this is detailed in our terms of service, including the length of time the hold might last. I'm sorry that you feel as if the length of the hold is excessive,...

there is little we can do to control this, and it is typically determined by your bank. In our system, I show that the hold was released on May 4th - meaning that the date it would reflect on your account is dependent on your bank and how quickly they processed the release.
Since you purchased cigarettes, I am unable to issue a refund for this order. However, I have added a $5 delivery credit to your account, for a future order.
My apologies for the mix up!

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

After reviewing this complaint we discovered the following. 
 
A total of 5 issues have been reported to Postmate's since June 16. 3 in June which resulted in $15.49 in delivery credits being applied to the customers account due to unavailable items on the order that did not result in a...

charge. Those credits are transparent and automatically reduced from the delivery price of the next order. Due to the service having not been used since the last credits were applied, the customer still has $13.50 in delivery credits remaining.  Additionally in June there was a full refund issued to the credit card we have on file in the amount of $26.76 for a missing order from Rooster's Kitchen.  We have no additional complaints or reports that would warrant an additional refund outside of what was described and actioned previously.

Hi [redacted], 
 
I've sent a copy of the refund to your email address of [redacted].  You'll see the original pre-authorization amount, followed by 2 refunds. 1 is the difference between the authorization and the final charge, the second is the 26.76 cost of the order.  
 
I hope this helps clear things up.