Seamless

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Unfortunately, my complaint has NOT been resolvedIt seems they didn't read my complaint at all and basically sent a general assumption of what they thought happenedThis has been the back and forth communication or "lack there of" all alongI also felt like all the blame was on me, rather than an admittance that the fault was in the stated rules.What I want to be done: I still feel that the steps/rules of their refer-a-friend program need to be made clearerPlease see attached and read below for my explanation.here are their rules Share Seamless With Your FriendsFriend Tries SeamlessYou Both Get Paid!I referred my friend, my friend tried it, we both did not get paidAccording to Seamless, the bonus was credited to my friend's account, prior to her first useWhen my friend made an order (thinking this is what was needed to receive the bonus), the bonus was nullified as was mineHer bonus was later re-instated, but mine was notI just wanted to let you know that this is misleading/incorrect and I am reporting this issue to the Revdex.comSeamless has tried to give me the bonus, but only after contacting Revdex.comI feel they should make it clear that the bonus is credited prior to the referred first orderThis was not clear to meIt was not about the $10, it was about the principle In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 and the matter has been resolved Sincerely, [redacted] ***

Hello ***, I am sorry to hear that you had a problem with your Seamless orderI investigated the situation and I am happy to report that your order was refunded the same day that you calledI apologize if this information was not communicated to you in a timely mannerOur goal is to make sure that you are treated like a Seamless VIP, and it looks like that did not happen I did get a chance to listen your call and determined a few things that could have gone better: Our rep did not clearly state that the refund was, in fact processed, only that it would be processed; He interrupted the conversation a few times too , but overall he was trying hard to assistThe call ended poorly, so will work with our rep on his communication skills Because it is reasonable for the restaurant to expect payment for an order that they prepared correctly and made several reasonable attempts to deliver, it is their decision to refund, redeliver, or charge the party for their errorThe restaurant paid for the food, preparation and delivery, all as expectedBecause food delivery has such a short life span, most redeliveries are a loss for the restaurant .They did authorize the refund and took a loss on the order You stated, and we agree, it was ‘honest mistake’ on your partWith that, no one wants you to pay for something that they did not receive, so in this case we worked with the restaurant to provide a solutionWe want our restaurant partners to be happy so they keep delivering, and of course we want you to be happy so you will keep orderingWe always try to balance this with great service and fair resolutionsOur mission is to bring diners and restaurants together I am sorry this was not explained betterIn addition to the refund, we are sending you a Seamless discount code to use on your next orderWe will also work with our rep to improve some communication skillsWe hope you understand the situation better and give us another opportunity to provide excellent serviceWe really value your businessThanks again for using Seamless

Hello [redacted] , we are sorry that you did not get your orderOur mission is to connect hungry diners with great restaurants and there was an unfortunate break in the chain this time.Here is what it appears to have happened: The restaurant stated that they made and attempted to deliver your orderDuring the delivery attempt, they were not able to call you as there was no contact numberThey called us, but we did not have a contact number for you eitherWe sent you an email asking you to contact the restaurant as soon as possibleYou replied via email that you wanted to cancel the orderBy the time we received the email, it was too late to cancel the orderIn this case, because the restaurant is a small business that relies heavily on each order to remain profitable, we let them decide whether to refundIf a reasonable and documented delivery attempt is made,they have a right to refuse a refundIn this case however, due to the delayed response and the fact that you did not get any food, as a one-time courtesy we will credit the orderYou will see the refund within 3-business days (depending on your bank)Thanks for using our siteWe value you as a Seamless customer

Hello [redacted] , sorry that you did not get your food orderWe contacted the restaurant and they did insist that they tried to deliver and did try to callBecause they paid to make and deliver the food,understandably they refused to refund the orderWhile we have strict guidelines for restaurants in terms of delivery attemptsIf they make an honest attempt that we verify, then they have a right to refuse a refundThat being said, we realize that things like cell technology,delivery drivers and awesome websites are not always perfectWhatever happened,we are happy to refund you based on two factorsRegardless of the reason,you did not get your order and Because we want you back as a [redacted] customerWe appreciate your business and want to offer you a discount code if you decide to give us another tryThanks again, our goal is to connect hungry diners with delicious foodEven if that connection hits a snag, we will try our best to correct the situation

We are not sure what happened, possibly a temporary tech glitch of some sort, but I did confirm directly with the customer that the account is open and workingAnother discount code was sent and all is goodSorry for the inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I received an email from the customer care dept stating their apologies and offering a discount code which I do greatly appreciate However, when I went to actually use them my account had been deactivated What's the point of offering this if you're going to make my account inactive?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 and the matter has been resolvedHowever, I have another case (ID ***) open in regards to *** * ** ***'s statement that refund
of $should come from SeamlessI am awaiting a response from Seamless, because as of today, ***, March **, 2015, I have not yet received refund payment.Sincerely, *** ***

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 and the matter has been resolved
Sincerely,
*** ***

Hello ***, sorry you had such a problem with your order; after speaking with the restaurant we determined that while they did have the correct address, somehow you did not get your orderBelieve me we do take that very seriously and will follow up with our Care rep to make sure they treat all of
our customers with respect and the proper careYour order was fully refunded on 2/*/and I was able to expire your Seamless account from our siteWe are again sorry that there was such a frustrating experience, I will email you a discount code if you decide you are willing to give us another tryPlease let us know and we will gladly reopen your account but only at your request, Thanks again for using Seamless

Hello ***, sorry for the confusion on the discount codeJust for clarification purposes, we do not recycle codesThe codes are randomly generated and the odds of getting the same code twice on two different promotions are pretty remoteThe problem was most likely a
technical glitchI see that you have had several discount codes in the past and they all worked well; if you somehow end up with a second code for the same promotion it also may not work as we allow just one discount per customer on promotional eventsThat being said, we are happy to send you a new code, and I will throw in a second one just for the delayed response. Thanks again for using Seamless

If I could give 0 reviews I most certainly would. I made an order through seamless and it told me it was going to be 15-20 mins, once I booked it it told me the wait was going to be an hour. So I called the restaurant which was called "my apartment" and asked how long it would really take and they told me 45 mins. I told her that was too long and to please cancel the order. Fast forward to today I go on my bank account and the money was still taken out. I call seamless to tell them I want a full refund for an order I never received and she told me she had to speak with the restaurant first. She put me on hold and called them, she came back on and said the manager doesn't recall any of this happening, so I said of course he doesn't recall why would he admit they were wrong and stole money from me basically. So the girl gets back on with them and puts me on hold, she comes back and says they have to call the girl that answers the phone to confirm I said this is ridiculous im calling the place. So I put it on three way with the restaurant and I confronted them as to why im not getting a refund, I said do you have proof you devilivered it to me? He said no I said ok where is the girl I spoke to he said I have to call her, he calls her she admits that it was cancelled. All that for just a refund. I never saw a company basically infer that you are a LIAR and have to follow up with the vendor to make sure you aren't a LIAR. This company should be automatically refunding deliveries that were never made instead of doing an investigation/interrogation of whether you are lying or not. NEVER AGAIN WILL I BE USING SEAMLESS OR ORDERING FROM THAT RESTAURANT.

Hello [redacted], I am sorry about the problem you had with your order on 01/**/15. I am also happy to report that the order was set up for a refund on 01/**/15 and processed on our end on 01/**. I do apologize that the refund has taken longer than anticipated. Due to several severe weather issues...

around the country , we have had an unusually high cancellation and refund situation for the last few weeks. We are experiencing slight delays but are staffing up regularly to keep up with the weather. I did verify that your refund was processed and you should see it today or tomorrow. I tried to contact you via telephone, and left a message. I will call back to insure that the refund was issued on your account. In the meantime, I have sent over a few discount codes for a future order. We value your business and hope that you will give us another try. Thanks again for using Seamless.

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 and the matter has been resolved.
Sincerely,
[redacted]

Hello [redacted],We are sorry about the misunderstanding regarding our Refer-a-Friend program. We appreciate that you like Seamless enough to refer us. While we are sure that the $10 was the major incentive, the fact that you would refer our service, I hope means that you had good...

experiences in the past. Just to clarify, most any referral program, regardless of the industry, is designed to bring in new customers. In other words, if someone has used the service then they are technically not a referral by definition. In your case it looks like your friend found another Seamless promotion first and tried us out before she received or used your referral link. Well that sounds kind of frustrating, and we get that, so we are going to send you the discount anyhow.  Just to clarify the language on our promotional page, I noticed four places where we either said or pretty clearly implied that the promotion was for first time Seamless users.1.     Refer-a-Friend (If someone has used us viaanother source, you are not referring them)2.     # 3 on the promotion page states “once they try us, you get $10”Unfortunately, Your friend already tried us.3.     The disclaimer at the bottom states: “Referrermay receive a $10 discount for every friend referred who places their first Seamless order from the Referrerspersonal link. Discount valid on orders of $12 or more, cannot be combined withother offers”4.     Finally, the email that you send to the referredperson, also on the same page states: “Seamless is the genius way to orderpickup or delivery from your favorite local restaurants – I love it. You canorder on Seamless.com or on your iPhone, iPad, or Android device. It’s free touse! Use my link below to get a $10 discount on your first order!” Finally, the links to the terms and conditions on the same page clearly states that the Refer-a –Friend program is for first time users.  That all being said,as we value you as a customer I want you to know that we try to be very clear about our promo’s and the five places that state the first time user requirement is sufficient without moving into legal brief territory. I will be happy to send you a $10 discount code that you can use one time in the next 30 days for an order of $10.01 or more.  Thanks againfor using Seamless and letting your friends know.

Hello [redacted], sorry that you did not get your food order. We contacted the restaurant and they did insist that they tried to deliver and did try to call. Because they paid to make and deliver the food,understandably they refused to refund the order. While we have strict guidelines for...

restaurants in terms of delivery attempts. If they make an honest attempt that we verify, then they have a right to refuse a refund. That being said, we realize that things like cell technology,delivery drivers and awesome websites are not always perfect. Whatever happened,we are happy to refund you based on two factors. 1. Regardless of the reason,you did not get your order and 2. Because we want you back as a [redacted] customer. We appreciate your business and want to offer you a discount code if you decide to give us another try. Thanks again, our goal is to connect hungry diners with delicious food. Even if that connection hits a snag, we will try our best to correct the situation.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Unfortunately, my complaint has NOT been resolved. It seems they didn't read my complaint at all and basically sent a general assumption of what they thought happened. This has been the back and forth communication or "lack there of" all along. I also felt like all the blame was on me, rather than an admittance that the fault was in the stated rules.What I want to be done: I still feel that the steps/rules of their refer-a-friend program need to be made clearer. Please see attached and read below for my explanation.here are their rules 1. Share Seamless With Your Friends2. Friend Tries Seamless3. You Both Get Paid!I referred my friend, my friend tried it, we both did not get paid. According to Seamless, the bonus was credited to my friend's account, prior to her first use. When my friend made an order (thinking this is what was needed to receive the bonus), the bonus was nullified as was mine. Her bonus was later re-instated, but mine was not. I just wanted to let you know that this is misleading/incorrect and I am reporting this issue to the Revdex.com. Seamless has tried to give me the bonus, but only after contacting Revdex.com. I feel they should make it clear that the bonus is credited prior to the referred first order. This was not clear to me. It was not about the $10, it was about the principle. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are not sure what happened, possibly a temporary tech glitch of some sort, but I did confirm directly with the customer that the account is open and working. Another discount code was sent and all is good. Sorry for the inconvenience

Hello [redacted], I am sorry to hear that you had a problem with your Seamless order. I investigated the situation and I am happy to report that your order was refunded the same day that you called. I apologize if this information was not communicated to you in a timely manner. Our goal...

is to make sure that you are treated like a Seamless VIP, and it looks like that did not happen.  I did get a chance to listen your call and determined a few things that could have gone better: 1.   Our rep did not clearly state that the refund was, in fact processed, only that it would be processed; He interrupted the conversation a few times too , but overall he was trying hard to assist. The call ended poorly, so will work with our rep on his communication skills.2.   Because it is reasonable for the restaurant to expect payment for an order that they prepared correctly and made several reasonable attempts to deliver, it is their decision to refund, redeliver, or charge the party for their error. The restaurant paid for the food, preparation and delivery, all as expected. Because food delivery has such a short life span, most redeliveries are a loss for the restaurant .They did authorize the refund and took a loss on the order. 3.    You stated, and we agree, it was ‘honest mistake’ on your part. With that, no one wants you to pay for something that they did not receive, so in this case we worked with the restaurant to provide a solution. We want our restaurant partners to be happy so they keep delivering, and of course we want you to be happy so you will keep ordering. We always try to balance this with great service and fair resolutions. Our mission is to bring diners and restaurants together.   I am sorry this was not explained better. In addition to the refund, we are sending you a Seamless discount code to use on your next order. We will also work with our rep to improve some communication skills. We hope you understand the situation better and give us another opportunity to provide excellent service. We really value your business. Thanks again for using Seamless.