With all the delivery app choices out there, AVOID Grubhub and thank me later. We placed an order through the app for a local restaurant at 4:38 this evening. At 5:08, the restaurant called and asked if I had received the order. I had not. My app still showed the order had not been picked up. Apparently, a driver had shown up and picked up my order and shortly after, a second driver showed up to pick up my same order. I could hear the driver in the background. I told her we still wanted our order. Within 2 minutes I got a call from Grubhub customer service, explaining the same thing. They apologized for the inconvenience and asked If I was willing to wait for the order to be remade which I was.
I watched the app show my order as picked up and on the way and then at 6:30 it showed the order had been delivered at 6:15 which it had not been. I called customer service and they explained the restaurant "refused" to remake the order. I asked to speak to a manager and while on hold with Grubhub, I called the restaurant and spoke to the same girl who had called me initially. She said they had remade the order and given it to the second driver who came back in shortly after leaving and said I had canceled my order.
Once the supervisor got on the phone he proceeded to read a script taking zero accountability, blaming the restaurant, and saying the order had been refunded. I understand mistakes can happen but what I have zero patience for is LYING. Grubhub lied to me and the restaurant. I called the supervisor, Mark, out on the lies and explained I wanted to know what happened. The restaurant had not refused to remake the order. He promised to research and call me back which he did within the hour. Only to tell me that they had recorded calls with the restaurant and had spoken to Christian and HE refused to remake the order. When I said Christian was a woman and not a man, Mark got quiet and said thank you and the call was over. This is not an ethical company and certainly not a company I will EVER do business with again. This isn't how you earn or retain customers especially with so many options out there.
Pro tip - Don’t lie to your customers when you screw up - especially not while they are hangry.
By the way Grubhub - it’s 5 days before Christmas and I have a lot of things to do, however, as a matter of principle, I have nothing better to do with my time other than leave a negative review in every single social media and review website there is letting people know what a shady company you really are.
Bottom Line: No, I would not recommend this to a friend