Postmates

Dear[redacted],
 
So sorry again for any inconvenience. I did track down your communication with two of our departments, and it looks like we have called you and resolved the issue. Due to the sensitive information about your account, this went to a special team, and I can not comment on the resolution. If you feel this is still not resolved, please respond to the last email you received from us, in which our specialist Sam confirmed speaking with you on the phone.

Customer was refunded for the missing items already, refunded $[redacted] of her order

Dear Sam, 
I found and reviewed the issue you submitted to our support center about this issue. You initially reported a missing bottle of coke. The final charge we placed as $[redacted]. After being notified of the missing bottle of coke we refunded services and charges associated with that...

item in the amount of $[redacted]. This brought your final total to $[redacted].  Regarding the tip complaint, Postmates does not ever add gratuity. When your order is complete you are presented the option to tip and rate. Postmates can not influence the behavior on this screen as it is solely at your discretion to choose an amount or no amount at all. The actions on this screen can only be manipulated by the end user of the app. Additionally after choosing an amount you're presented with that total before finishing the process so the amount being tipped is clear. The initial charge quoted in this complaint for [redacted] was not a charge, but an authorization of funds Postmates does on every order.  This authorization is always slightly higher than the anticipated charge, and the additional funds are released the moment the order is complete. I confirmed in our payment processing system that this was the case in your order as well, hence the charge amount of $[redacted].

This customer does not appear to have a valid email address or phone number in our system that would allow for received communications.  It could be possible there is a secondary account, or that someone incorrectly used her phone number in their account. 
If Alyssa can supply us with her...

phone number we'd be able to check further for any duplicate entries that may exist.  Additionally we could not find record of open tickets or emails in our system.

Hi Caitlyn,
 
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 canceled 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.

Hi [redacted], 
Postmates always displays the price as an estimate when you go to check out. On the check out screen it's very clearly stated this is an estimate and not a final price.   Postmates simply provides delivery from 1000's of merchants and we cannot control pricing of goods....

 Merchant's may at any time - raise, or lower their prices, add an additional fee, or remove items from their menu without informing Postmates or other third parties.   Please see "Payment terms" in our terms of service for additional information.  https://postmates.com/terms Regards,

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]

Initial Business Response /* (1000, 5, 2015/09/01) */
We have completed removed [redacted] from the platform, including personal information. He has been sent an e-mail confirming this resolution.

Revdex.com:The order should be under the email [redacted] for [redacted] on [redacted].Sincerely, [redacted]

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]

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, Elisha [redacted]

Complaint: [redacted]I am rejecting this response because:
 
I need to speak to someone.  Received email from Daniel P.  I have sent 5 emails for him to call me but no reply.  I'm old school and hate this internet crap communication.  I need a call at [redacted].  If this isn't resolved then I will be forced to put put bad reviews on Revdex.com, [redacted], [redacted], [redacted],[redacted], etc.   No emails just phone calls.  Also account is under [redacted]Sincerely,[redacted]

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]

Our sincerest apologies for this overall experience with your order not arriving on time and for this issue with the price you saw estimated at checkout not matching the price you were charged. For this particular restaurant, we found that the merchant has updated their menu, and we will be sure...

that our pricing reflect this very soon. In the meantime, we have followed-up with an email to confirm a refund and a credit as a token of our apology for this situation and for the issue with the order not arriving on time. We do have Unlimited merchants whose pricing is fixed every time. We thank you for your feedback, and please be on the lookout for an email from our team with the refund and credit confirmation.

Initial Business Response /* (1000, 7, 2015/12/16) */
A full refund for this order was processed on 11/30/15. In addition she was offered delivery credit for the inconvenience. The customer was sent notification of this refund on 11/30/15 at 2:18PM PST. The customer replied to this notification on...

12/1/15 at 9:17AM PST.

Hi[redacted],
Our apologies that the food arrived and was inedible. We do our best to work with our merchants and Postmate to avoid these types of issues, and it's regrettable when it happens! We have issued a full refund for this order, which will post to your account within 5 to 10 days however...

typically much sooner.
Let us know if we can be of any further assistance.

Hi [redacted],
Our apologies for the poor experience. We work hard to optimize our Postmates performance, this includes trying to ensure that they deliver to the location listed when the order was placed. We are actively working to allow our customers to change their dropoff location within the app, as...

things change frequently! Unfortunately this feature is not yet available. We understand how frustrating that can be, so we have issued a full refund for this order, which will post to your account within 5 to 10 days, however typically much sooner.
Thank you for your feedback, and our apologies again 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, John [redacted]

Complaint: [redacted]I am rejecting this response because:
I don’t see anything addressing a warning prior to updating a payment card or ordering something that is a custom item to place such a high hold on your account rather after you’ve already pressed add/submit. Nor do they address the fact the cancellation fee was charged even though order status was on accepted which they clearly state after looking for it that they do not charge a cancellation fee of the status is accepted. Sincerely,Margaret [redacted]

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]