Contact Caviar Support

Well for the last six months understanding pandemic aside because Uber and seamless are doing the same and they are not as late as they are and you are able to reach them, they apologize and always find the best solution or at least give you a credit to make it worthwhile. Caviar support team is easy on saying goodbyes, take a long time and then get back to you with no answer or problem fix, so for the last 10 or so orders all close by restaurants from my house, I waited about an hour to find out the driver was lost and was calling me in Spanish or the driver never showed up, and mostly I had to basically cancel the order and re-order again, I am finding out that the only way to get an order is to first order and then contact Support to make sure they are reaching out to somebody to get your food picked up, I can’t be using an app as such and always waiting around an hour and sometimes get my food cold because it’s been out there so long or never get it and re-order. The worse is customer service that basically tells you it is what it is, goodbye because they have to help somebody else. Knowing seamless GrubHub and Uber eats they always try and they always give you some sort of credit to make up for it immediately before you even asked for it to try to alleviate the problem. Caviar never does until you force their hand. I had just signed up for a subscription plan which I will be canceling since this is just not acceptable

I would say the app experience is superior to other delivery apps, which is a shame because the customer service is terrible. Our expected delivery time upon ordering was 8:24 pm, which eventually got pushed back to 8:49 pm. The app notified us of the delay, which is better than other food delivery apps in which I’ve experienced delays but wasn’t notified. However, when order finally arrived, my husband noticed the delivery guy gave us the wrong order. Turns out he had given our order to the wrong person. Driver says he’ll contact support, saying they’ll probably re-deliver. I contact customer support on my own, and the rep offers a refund...okay, but at this point it’s past 9 pm and we still haven’t had dinner. I reply back saying it’s not okay. Rep blames it on me, saying that I selected that the items were missing and I preferred a refund. Except there are no options for “my driver messed up, get me a new order asap”. Eventually he offers $10. Their twitter account offers me $30, saying the restaurant is closed, which is why a re-delivery wasn’t available. The correct response would have been to offer expedited delivery form another restaurant. At this point, I am not going to use this app again and will not recommend this app to my friends. Note to the developers: there are other food delivery apps out there, you are the new guy and you need to do more to stand out besides offer different restaurant selections.

Right as the pandemic was starting I used Caviar for the first and last time when one of my favorite restaurants only participated with them to place an order. My order was shorted a sandwich, when I called the restaurant they said they couldn’t reimburse me and I’d have to go through Caviar. I contacted Caviar immediately, they initially directed me back to the restaurant. When I said the restaurant had told me go to Caviar because they couldn’t reimburse and now the restaurant is closed, Caviar said they would look into it and get back to me. Five days later and still nothing so I emailed their customer service again where I got the same runaround even though I copied their previous responses the rep hadn’t clearly even bothered to read my whole complaint. This time they said they’d love to help BUT I’d waited too long to contact them and anything past 7 days couldn’t be reimbursed!! I responded back and attached previous convos of how I contacted them immediately and any hesitation was on their end. They assured me they’d look into it and get back to me so of course I never heard anything again. All this over a $6.99 sandwich which I never received - had they reimbursed me right away I might’ve given the service another chance. Now not only will I not use them but I’ll tell everyone I know not to use them either. Lesson learned - stick with the other apps!