Contact Grubhub: Food Delivery

I use this app a lot due to not wanting to have to keep up with restaurants who deliver in my area. It use to be that when you placed your order through this app and and item could not be prepared, a representative from this app would directly call you and ask you if any other item could be substituted. If you said no they would allow you to cancel your order in full, if you said yes they would find a replacement for the order and your order would go though. Now however it seems like their customer service team doesn’t want to call customers or try to make it right. They will just go ahead and refund the item the store can’t provide and you WILL NOT know anything until your order arrives with missing items. Why are we using a delivery app if they can’t even contact the costumers if items won’t be delivered? This has happened multiple times through different restaurants in the past few months. Zero contact from this app like they use to. Even paid for the this app membership so you would think they would want to support their customers but I guess not. I deleted my membership, my information from their site, my app and I’m not going to use them for food delivery anymore as their care of customers has really gone downhill this past year. The customer service agents use to really be on top of things in the past and I have been using this app for years now. Not anymore I’ll be installing DoorDash to give them a shot now.

This was my first order through this app and I am EXTREMELY disappointed. If I could, I would rate everything 0/5. To start off, when it said my order was delivered I was expecting it to be right outside my door but instead I found it behind my car in the driveway. When I first messaged the driver He claimed that there was a snake on my front steps. When I check my camera the driver doesn’t come close to my door or even bother to look at it. And when placing the food down, he basically threw it on the ground. I’m not sure if all drivers are like this but mine was unfortunately appalling. On the camera it shows he quickly came to my driveway just to drop the food and leave. The container of the food broke and to top it all off it was the wrong order! I order one item and got 2 items I had no intention of ordering. On the physical receipt it does say my name and the mistaken order. So I am not sure who messed up because on this app it does say my correct order. It’s safe to say I will never order from this app again or recommend it to anyone. My grandma just came out the hospital and I was trying to get her favorite soup for her to eat but it seems this app is far from being professional to even provide a simple order that can safely arrive at my door. From this experience its safe to say I’m going to stick to doordash and if the driver is reading this I’ll be sure to call animal control to take care if that enormous python at my front door 😁

Tonight we tried to order from a pizza place. When our food was almost a half hour late we called the pizza place and found out they did not even start on our order; they said the issue was with this app. Irritated by how bad the service is, I decided to contact customer service through chat to check the status of our order and cancel my this app membership. An irritated customer service rep through chat canceled our food order instead of the this app membership . When I told this person to stop they claimed the order was already canceled. I spoke with a customer service rep over the phone at the same time and was told our order wasn’t canceled. At the same time I am on the phone with customer service the rep in the chat said the order was not yet canceled because she was on hold; she deliberately and intentionally proceeded to cancel the order when it was not already canceled. This experience was so bad I have decided to never use GH again. Right now I am on the phone waiting to talk to a supervisor to get a refund on my GH membership, and have been on hold for 30 minutes. Edit: I was on hold for over an hour then was hung up without speaking to someone. I am now BATTLING with this app to get my account deleted and they want me to take so many extra steps to permanently delete the account. This reason ALONE is a reason to never ever use this app. Literally no one anywhere wants to spend HOURS trying to delete an account!!!!!