Complaints

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is intended to provide delivery service for local food delivery. Every time I used it there was a problem with the company delivering the food. On 8/18/23 I placed an order for food a few minutes before 7pm. The restaurant closed at 8pm, ample time to place an order and receive food. However, SoCo Eats accepts orders they cannot fulfill due to them not having drivers to complete the incoming orders. This meant by 7:45 my driver had been assigned but she was driving in circles around the city and not picking up my order or delivering it. The restaurant stated the food had been ready and that they were closing soon so I had to get someone to drive to the restaurant to get the food at which point there was another problem with the food being paid for because not only was SoCo Eats unable to deliver the food but theyd already charged my card but they hadnt paid for the food. So now the restaurant doesnt have their money and I dont have my food Id paid for. The delivery driver didnt get to the restaurant until after 8:15 an hour and 15 minutes after the order was placed and 15 minutes after the restaurant was closed. The driver then started driving toward my home without my food (because it had already been picked up) then cancelled my order. When I contacted SoCo Eats of course since it is a low rent company they dont have a phone number and the chat feature on their app doesnt work I had to wait to hear from someone by email. Whoever they have resolving customer complaints refused to give me my money back for the delivery even though they didnt even deliver it. Then their representative was completely rude and unprofessional blaming the customer for their inability to function and provide the service clients pay for. They finally refunded $12 of $89. This company is trash and should not be able to accept money for orders they cannot fulfill. They also need a phone number, chat ability or some way to resolve open orders. Will never use SoCo Eats.

  Business response

  09/19/2023

  Complaint ID: ********
  Date Filed: 9/8/2023 | Date Responded: 9/19/23

  Dear BBB Great West + Pacific,

  Thank you for forwarding ****'s complaint (ID: ********* filed on 9/8/2023 for our review. We have carefully examined the entire situation, including the chain of communication between ****, our delivery driver ******, and the merchant, ************* located at *******************************************************************, ********.
  

  To address ****'s concerns:
  

  - Delivery Delays and Change to Pickup: Upon reviewing the specific details of ****'s order, we found that she elected to change her delivery order to a pickup an option that is not typically allowed on our platform. As a result, there was an unexpected shift in order processing and coordination. Our driver, ******, had been dispatched and was in the process of delivering the food, as per our service agreement.
  

  - Refund Processed: In light of the unique circumstances, and considering ****'s decision to convert her order to pickup, we've already processed a refund for the delivery fee and tip. It's essential to clarify that **** paid SoCO Eats for her order, and we, in turn, remitted payment to *************. When **** picked up her food, she did not incur additional charges at *************. Therefore, all parties are squared away financially with no outstanding dues.
  

  - Operational Insights: While **** shared her perspective on our operations, it is essential to note that our platform and drivers work efficiently to ensure timely deliveries. On occasion, external factors can influence delivery times. However, in this case, a delivery driver was dispatched and on route when **** decided to change her order to pickup. This resulted in costs to us, as we still had to compensate the driver for their time and effort.
  

  To further clarify our position:

  - We stand by our decision to refund only the delivery fee and tip, given the circumstances where **** changed her order type.
  

  - For any disputes about the charges on her order, we recommend **** contact her financial institution. We are prepared to provide detailed information about the transaction on the SoCO Eats platform, as well as receipts of funds transferred to the merchant, to validate the transaction's legitimacy.
  

  In conclusion, we believe we've taken appropriate action to address ****'s unique situation. While we genuinely regret any confusion or inconvenience she may have experienced, our decisions and actions were in line with our policies and the specifics of the situation. We strive to offer a satisfactory service and are always open to feedback to improve.
  

  Thank you for your understanding and attention to this matter.

  Warm regards,
  SoCO Eats Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩