Postmates

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, [redacted]

Hi [redacted],
I completely understand the disappointment, and trust me, I wish we had been able to resolve this the first time around. I cannot change what happened in the past, I can only continue to work on improving our platform. As you highlighted, the best and most logical resolution to this would have been to simply resend you the messed up item. Unfortunately, our platform is not set up to handle this yet, and I will continue to chase our engineering team in an effort to add in this functionality, that you, and all of our customers deserve.
I realize we ruined your viewpoint of Postmates, and while I don't expect this to change your mind, should you decide to give us another chance, I am adding $25 in credit to your account that can be used towards a future order, should you decide to come back.
Again, our apologies for the poor experience, and thank you for the feedback - it helps us improve.

Hi [redacted],
Sorry to hear of the issues you experienced on your delivery. Can you please provide us with your Postmates account information so that we can quickly resolve this issue for you?
Thank you

Hi [redacted],
First of all, please accept our apologies for the confusion surrounding your recent order. We have reviewed your case and it appears as if you definitely did not get what you were expecting to receive, which is disappointing.
We are issuing a full refund for this order, which will...

post to your account in 5 to 10 days.
Again, please accept our apologies for the confusion.

Complaint: [redacted]I am rejecting this response because:Since Wednesday and now here it is Monday I still do not have my money $[redacted] back  for your business error. Thanks a lot. Sincerely,[redacted]

Dear Jack - thank you for this information, as we are looking to assist. I was unable to find an account with the Gnail address mentioned. If you could follow up to our email from our Customer Service team that we sent Monday, then we are happy to locate this account with some information. We will follow-up once again just to put it at the top of your inbox for you. Thank you for your patience, and we look forward to assisting.

From: [redacted] [mailto:[redacted]] Sent: [redacted], [redacted], [redacted] AM To: info <[redacted]> Subject: resolved response The company did place a hold on the account and since that time there has been no further unauthorized use of my email.

Thank you so much for reaching back out regarding your recent negative experience. I see we were able to refund you the cancellation fee of $4 and offer an additional credit as a token of our apology for the experience. Our cancellation fees will always show on the cancellation screen before confirming the cancellation. The authorization for custom order fields is currently in a trial period, and our agent made sure your feedback was escalated appropriately regarding our authorizations. 
Thank you once again, as we are always working to grow and improve based on user feedback!

Dear [redacted] ,
 
thank you so much for your feedback and for letting us know there was an issue with the payment here and we sincerely apologize for any frustration this may be causing. It looks like you might be seeing the temporary authorization for a cancelled order and for a completed order....

I understand there was an issue with the temporary authorization price as well, and our team is following-up with an email. Again, we apologize for any inconvenience this may have caused.
 
We have refunded this order in full back to the card charged, and will confirm such in the email we send your way. 
 
Thank you for your feedback and please be on the look-out for an email response from us.

Hi [redacted],
Our sincere apologies for this mistake! We have issued a full refund for this order, and while I realize you said you would not be using Postmates again, should you decide to give us another chance, I have added a $** credit to your account for the inconvenience. 
Please let us...

know if we can be of any further assistance, and our apologies again.

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, [redacted]

Hi [redacted],
I apologize for the confusion when it comes to our pricing listed on the app.  We work closely with all o our merchants to ensure our prices are reflecting accurately, and I'm sorry this wasn't this case on your recent order.
I have refunded you $**.** that you were charged, in order...

to try to rectify your complaint. 
Please let us know if we can be of further assistance.

Dear [redacted], Thanks for the feedback, and my apologies for any inconvenience you've experienced with our service recently. I can definitely understand the frustration. I did find your account, and it looks like your order was with an anywhere merchant on our platform. These are merchants that...

are not yet partners with us, and unfortunately we do not have a way to streamline these menus and keep prices updated. We do have partner merchants in every market, and those prices we do guarantee, as we have direct lines of communication to keep menus up to date. Either way, I have refunded the difference in charges in the amount of $10.68. I will also be passing along this feedback, as I can totally understand the confusion with our first time customers.I am not sure why you did not receive our two responses to your inquiries, but I will be having the proper parties looking into that issue as well. I have issued a $10 delivery fee credit in hopes that you will give us another shot. We appreciate the opportunity to make this right.

Postmates is a third party delivery service, that purchases and delivers product from a variety of merchants within our delivery zones and it is not limited by just food.  We only charge the cost of the items that the merchants charge us plus a clearly outlined delivery and service fee. We will never log the cost of an item differently than what the merchant in question charged for that item.  
 
We are unable to reimburse any additional cost, as we didn't add any additional cost to the individual prices of items we purchased on behalf of our customers.

This response was already sent by a Customer Service Pro on 3/15, the day this complaint was filed:Hi [redacted],Thank you for contacting us.I apologize for the inconvenience caused by the wrong order.Because the order was wrong, I have refunded the whole amount of $18.87, which will be processed and...

transferred into your account within 3-5 business days. I will also place a $10.50 delivery credit on your account, which can be used on your next order.Thank you for choosing Postmates!-----In addition to the above, we've gone ahead and applied $50 in general credit to your account to make up for the poor experience on past orders. We hope you will give Postmates another chance!

Complaint: [redacted]I am rejecting this response because: It's not because I cancelled the delivery. It was because your courier lied to me and said they were at the restaurant when they actually weren't even there in the first place. I called the courier to verify why it was taking so long and the courier insisted it was the restaurant that was busy. From 30min to 1hr 30mn. Thats is when I called the restaurant to make sure if they were actually busy. When I spoke to the an employee she had confirmed that NO ONE from POSTMATES even came in to check. Which my order was ready 1hr and 30min ago. I was working and had leave to pick up my own dinner and repaid again. The inconvience, unreliable, and the lack of responsibilty from postmates is unacceptable. The reason why I used postmates was because of my busy schedule and work. Which was still interrupted because of your employee (courier) lied to over am over again. Still had me waiting until I did my own investigation. This $15 is still not enough for my efforts and being lied to by your own employee. Thisis very unsatisfactory. Sincerely,[redacted]

Hi Jessica,
 
Thank you for following up regarding your Postmates Unlimited subscription, though I’m sorry to hear it wasn’t right for you. I can confirm your subscription has been cancelled and your refund of $83.88 has been approved. This should be available to you within 5-10 days, if not...

sooner depending on your banking institution’s processing times.
 
We appreciate your patience while we processed your request. Let me know if you have any other questions.

Dear Ken,
 
Thanks for the feedback, and my apologies for any inconvenience or confusion with our referrals. I was able to locate your account and I have refunded $5.99 as a courtesy. You should see this in 5-10 days. I will follow up with all parties involved to try and prevent these types...

of events from happening again.
 
We appreciate the opportunity to make this right.

Hi [redacted],
Our apologies for the poor experience and the incorrect order. This is not the expectation of our delivery platform, and we hope that this has not deterred you from using Postmates in the future. We have gone ahead and refunded you the $[redacted] for the incorrect items, which will post to...

your account with 5 to 10 days, however typically much sooner.
I am also adding a $* delivery credit to your account, to be used towards a future order.
Our apologies again, and please do not hesitate to reach out to us if you have any further concerns.

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, [redacted]