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.  The funds were also deposited back into my account.Sincerely, Jessica[redacted]

Hi [redacted],
First of all, our apologies for you never receiving your meal - this is an experience we never want to have happen! We rely on our Postmates to deliver to you, and make the appropriate effort to contact you when they do, and that regretfully didn't happen this time. I have issued you a...

full refund for your order, which will post to your account in 5 to 10 days, however typically much sooner.
As far as our response times are concerned, you are absolutely right, we need to be faster. We are growing tremendously fast, and working hard to keep up with increased volumes. Please accept our apologies for not resolving your concern quicker. I am adding a $** delivery credit to your account for the delays, which will be available for immediate use.

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. I just received the balance of 10.68 back as of today to my account.  Thank you so much.  I only use the Revdex.com when all else have failed when talking to corporations.
Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2015/09/04) */
I want to confirm that the remaining $50 was refunded on July 14th, 2015 to the bank account [redacted] provided for payouts while he was a courier.
Initial Consumer Rebuttal /* (2000, 16, 2015/09/07) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

Customer no longer a subcriber, but has a long order history since complaint. Unable to find specifics about his complaint in our system

I have reviewed this order carefully. We have refunded 20% of the order  ($[redacted]) we also credit $[redacted] for her next delivery. We apologize for any inconvenience. The total charge should now reflect $[redacted]

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 was able to locate the order in question, and have refunded it in full. I will have our customer service team follow up...

with an email of when you can expect that refund.
 
We appreciate the opportunity to make this right.

Complaint: [redacted]I am rejecting this response because:
Thank you for finally responding, since almost all my other attempts to discuss this went ignored. 
I hope you had a chance to review all my previous correspondence with you guys, because if you did you'd have seen that much of what you stated is false. 
If you would have proposed this in the beginning, it would have avoided this whole mess. At this point, it's not about the $**, but the principle of what you did. I'm sure you might have offered the full refund this time around because you probably got notice that my bank accepted my claim already and agreed what you did constitutes fraud. 
In the beginning, yes I thought it was simply missing salad dressing. I was already upset enough about that because I specifically contacted the driver to let them know the importance of it. Shortly after, I realized the reason they didn't include any dressing was because the item delivered was not even a salad! I kept it in my refrigerator for 2 weeks to prove this!
So regardless, the item was useless, not eaten, not what I ordered. Your customer service people pretty much laughed in my face. Read the few email responses that I did get and you'll see this, and I was forced to accept that I had wasted my money on an item I didn't order until I explained it to my bank branch manager and he swore he would go to bat for me. 
I immediately asked that customer service send me the correct item and I'd return the incorrect item to prove it was in fact an incorrect item. I was told you would not do that and shortly after is when I was ignored and I was forced to do this. 
I used to be a big promoter of your service, I used to believe in you guys, I even tried my hand delivering at one time. Since this incident, I've received notice that I've referred 2 new users to you guys. That's because I have so many self-made promotional fliers and advertising out here in [redacted], but going forward I have to discourage everybody I encounter from using you because of this. I deal with several tens to hundreds of thousands of tourists and locals working as a promotional concierge here in [redacted] and you stabbing one of your biggest fans in the back like this was uncalled for. Over a $** mistake that someone made either at [redacted] or on your end, you lost a repeat customer, a big fan, a huge promoter of your company, and yes even one of your better drivers because you did in fact cancel my fleet account, although I was not ever planning to return anyway. 
 
I hope it was worth it. I will get my refund one way or the other, but your offer came far too late to erase all of what I had to go through and you need to take a closer look at how you conduct business. I was the last person anybody would think would turn on you guys, because I used to talk up the world about you. Now, because of how much I used to love you guys, I despise you and make sure everybody knows it. 
 
Again, I can't believe it came to this. All you had to do was send me the correct item!
 
 
 
 
Sincerely,[redacted]

Hi [redacted],
Our apologies for the confusion surrounding the pricing on your recent order. As previously communicated to you by our customer service team, our pricing is dependent on the merchant, and while we do everything we can to ensure accurate pricing, the prices visible on our platform do at...

times vary from what the pricing at the merchant is. This is clearly laid out in our terms of service. We make every effort to ensure that the pricing matches.
Despite this, I am also refunding you the price difference and the additional $* tip that was left for the Postmate. This will post to your account within 5 to 10 days, however typically much sooner.
Our apologies again for the resulting confusion on this order!

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],
My apologies for this unfortunate situation. I have researched your complaint a bit, and we have decided to issue you a full refund for this experience, as the Postmate did not arrive at the correct address, as you indicated. We appreciate you making the effort to go meet the Postmate, and...

apologize that the Postmate did not wait for you.
You will see the refund post to your account in 5-10 days.
Again, our apologies for the mixup.

Hi [redacted],
Our apologies for the confusion surrounding this order. We have set standard cancellation practices when a customer cancels, and these cover 99% of normal cancellation cases! However, for the 1% that are unique, we are still working on improving how our team handles these scenarios, our...

apologies for the poor experience.
I have issued a full refund for this order, including the cancellation fee. This will post to your credit card in 5 to 10 days, however typically much sooner.
Please let us know if we can be of any further assistance.

Hi[redacted],
I looked into these charges and it appears as if you were only charged $[redacted] for your order on June 4th. The $[redacted] charge was simply a pre-authorization on your card for the anticipated total - the final amount charged was only $[redacted]. 
Regarding the $[redacted], this was not charged...

to your card either - you may be seeing a pre-authorization for this on your account, however no charges were made.
Our apologues for the confusion and inconvenience, pre-authorizations are a part of our platform to ensure that any cards used to make a purchase have sufficient funds to be able to place the order.
Please let us know if we can be of any further assistance.

Complaint: [redacted]I am rejecting this response because:
Although Postmates did remove the hold from my account they are charging me again for an order that I already paid $42.26 for their charging me an additional $15 for a cancellation fee even though in the long run but order did not end up being cancelled and I did receive it and I did pay for itSincerely,John [redacted]

Customer was already issued a full refund for this order on 4/22

Hi [redacted],
Our apologies for the confusion surrounding this issue. We have gone ahead and issued a full refund for this order, which will process to your account in 5 to 10 days, however typically much sooner.
Please let us know if we can be of any further assistance.

Dear Javira,
 
Thanks for the feedback. Unfortunately we can not reinstate either account until the disputes are removed.

Dear Spencer,
 
Thanks for 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 see that we have already refunded this in full. I will be following up with all parties involved to try...

and prevent these types of events from happening moving forward.
 
We appreciate the opportunity to make this right.

Hi [redacted],
Thank you for the feedback, and our apologies for the poor experience and mis matching totals. Per our terms and conditions we do our best to advertise what he estimated total is, however as menu prices change and we work with any merchants, we do have times where the order total is...

slightly off. This is why we indicate that the order total is estimated prior to you confirming the order.
I have gone ahead and issued you a refund of the $[redacted] in question, which will post to your account within 5 to 10 days, however typically much sooner.
I am also sharing your feedback about improving our processes with our team for further review, in order to work towards continued improvement of our platform.
Apologies again for the poor experience, and thank you for the feedback!

Initial Business Response /* (1000, 5, 2015/12/28) */
Dear [redacted],
My name is [redacted] and I'm reaching out as a Customer Service Manager at Postmates. I was very disappointed in our team here when I learned how the issue with your Bunk Bar order was handled so poorly. First off, let me just...

earnestly apologize for the stress and wasted time this has caused you.
It looks like the root of the issue here is that what you were actually charged differs from the estimated total that you saw in the app when you placed your order. (And of course this was exacerbated by the following poor customer service you received.)
You ordered:
Side of half sour pickles - $3
Oregon albacore tuna melt sandwich - $11
+ add side of tomato soup to sandwich - $2
Estimated total for items = $16
What you were charged for:
Side of pickles - $3
Tuna melt - $11
Small tomato soup - $4 *
Gratuity charged by merchant - $2.70 **
Actual total for items = $20.70
As you can see, the Postmate mistakenly got you a separate small soup instead of adding it on to your sandwich, which contributed to the increased price. Normally, we would refund you this difference ($2) since the mistake was on our end. The other additional charge ($2.70) came from the merchant charging a mandatory gratuity fee. It is our policy to always pass ** any fees that the merchant requires since any customer would pay this fee regardless of whether they ordered through Postmates or not.
Since we can't always anticipate which merchants will charge a gratuity, and occasionally menus and prices are changed by the merchants before we can update our app to match, we always state that the amount your see in the app when you place your order is an estimated total. It can change depending on what the merchant actually charges us at the time your order is picked up.
However, since this was your very first order and you likely got the wrong impression of our standard of service, I have gone ahead and fully refunded your order. Postmates does not stand by the lack of care you received over this issue and I hope this makes up for the inconvenience and frustration you experienced. Your refund should be reflected on your card in 3-5 business days.
Please let me know if you have any further questions or concerns and if I have resolved this issue for you.
All the best,
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Got my money back. Will not use them again.