ComplaintsforDelivery Express
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Company is a food delivery service. Ordered specific food and paid premium for it, company called and confirmed the order. Food was delivered completely incorrectly. Contacted. Company and they said the wanted to pick it up in order to receive a refund. This was ice cream and had already begun to melt and it was discarded. As such, Company refuses to issue refund unjustly.Business response
02/24/2024
Dear Better Business Bureau,
I hope this communication finds you well. I am writing to address a recent concern raised by Mr. Justin regarding his ice cream order from Friendly's through Delivery Express.
We sincerely apologize for the inconvenience Mr. Justin experienced due to receiving the wrong item. We understand the disappointment and frustration that can arise from such errors and regret any inconvenience caused.
Upon careful review of the case, we acknowledge the mistake in processing the order and extend our sincere apologies for any confusion caused. Our team is dedicated to providing excellent service, and we deeply regret falling short of Mr. Justin expectations on this occasion.
To resolve the issue, we adhere to a standard refund policy. Our standard procedure for us to proceed with the refund, the incorrect item needs to be returned. We understand that Mr. ****** mentioned the item was discarded without our authorization and acknowledgment. If you were in a restaurant and a wrong item was brought to the table would it be customary to go to the bathroom and throw the item in the trash? No, you would hand it back to the server for a credit or new item.
In this case we will gladly refund their order. Please allow 3-5 business days to post credit. We request understanding on this matter.
We apologize once again for any inconvenience caused and appreciate Mr. ******** patience and understanding. If there are any further concerns or if Mr. ****** has additional questions, we encourage him to reach out to us directly.
Thank you for your attention and understanding.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.