ComplaintsforSeamless

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Today July 17, 2024 I placed an order through seamless. According to the app my delivery driver ***** picked up my order. The order was never delivered and my food never arrived. A picture was taken of the food at the door of another building I couldnt identify. The money was deducted from my credit card without any verification of the order being completed from me the customer. ********************** doesnt have a reachable customer service line and they failed to offer me any additional customer service,

  Business response

  07/18/2024

  Hello, 

  Thank you for reaching out, we are very sorry to hear that you experienced trouble with your recent Grubhub order. 

  According to our records, we applied a full refund to your recent order on July 17th, 2024 as a courtesy for your issue. 

  Ref: ************
  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday, June 8th, I placed an order through grubhub with specific instructions on how to reach my location. When I looked on the app, the driver was driving in circles for almost 20 minutes and would not respond to text messages. I contacted a support supervisor who was completely unhelpful and rude, saying my driver will reach my location shortly, completely missing the fact that I told them hes not responding and driving around in circles. The agent offered a $5 coupon and made some claim that I could net get a refund because of to many issues (I never requested a refund especially during this interaction) and then threatened to close the chat on me. I politely told them that if they close the chat they would be getting a formal complaint lodged against them, and they closed the chat out anyway.This is not the first time this has happened, and was a very frustrating experience. And I got my food late on top of it.

  Business response

  06/11/2024

  Hello,

  Thanks for reaching out to us about your order. We have looked further into this issue and have sent you an email with a resolution for this order.

  Ref: ************

  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 9, 2024, I placed an order and when I arrived to pick it up the restaurant told me that a refund had been given because they no longer had the items. On May 10 I called because the refund was not showing, the owner told me to wait 48 hours to process. I waited I called back on May 13 and then I was given a number for seamless and they stated that they could not process a refund because it has been longer than ********************************* the refund was processed. I was never told I needed to call another number until May 13. Seamless are thrives! My order total was ***** and they wanted to give a credit for 30, I said I did what I was supposed to do by contacting the restaurant after they told me a refund was processed. Seamless is crooked.

  Business response

  05/14/2024

  Hello,

  Thank you for reaching out, we are sorry to hear that you experienced trouble with your recent Grubhub order. 

  Unfortunately, due to the amount of time that has passed since the issue occurred, we are unable to provide you with a refund. Please know our Customer Support is available 24/7, so you can report any issues that you have with your order as soon as possible.

  Ref: ************
  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered through Seamless for delivery from a local pizza restaurant for a small party at my home. Some of the guests had dietary restrictions so my order being correct was important. I placed the order during the day at around 2:30 pm for a delivery at 6:45 that evening - May 7th, 2024. I received a text at 2:46 pm stating "we've confirmed your order from ************. Your food should be delivered between 6:45pm - 6:55pm on Tuesday May 07."At 6:18pm I received another text saying "your order is delayed and will now arrive between 7:06pm and 7:21pm"Then another text saying "your order is on the way and will arrive between 6:45 and 7:00pm."At 6:50, the order arrived and it was WRONG!!!!Half of the order was delivered to the wrong address and I got the other order from the other party.When I contacted the restaurant to replace the missing items, they told me they couldnt and to contact Seamless. I contacted Seamless and was told they could not place the order again and would only refund my money for the items missing. Since the driver left BOTH receipts (for MY order AND another order on his route, who got MY missing items), I tried to call the number of the customer on the other order but it went right to voicemail. I genuinely made the attempt to correct this mishap. Meanwhile, some of the guests at my party were left without anything to eat and I, their host, spent a half an hour on the phone trying to resolve the matter.With the service fees, delivery fees and all the other unnecessary fees that are tagged on to delivery services like Seamless, I would expect the delivery to be perfect. Not to mention that I actually TIPPED a driver who screwed up my night. Please refund my entire payment of $55.77. AND the pizza was wet for some reason on one side of the box and my order was incomplete.

  Business response

  05/08/2024

  Hello,
  
  Thank you for taking the time to share your experience.
  
  We sincerely apologize for the inconvenience, this is not the experience we aim our customers to have. Please see the email we sent you directly for details on the full refund we have issued for this order.
  
  Ref: **********
  If you have further questions, please reach out via ***************************************
  
  Best,
  Grubhub

  Business response

  05/08/2024

  Hello,
  
  Thank you for taking the time to share your experience.
  
  We sincerely apologize for the inconvenience, this is not the experience we aim our customers to have. Please see the email we sent you directly for details on the full refund we have issued for this order.
  
  Ref: **********
  
  If you have further questions, please reach out via ***************************************
  
  Best,
  Grubhub

  Business response

  05/08/2024

  Hello,
  
  Thank you for taking the time to share your experience.
  
  We sincerely apologize for the inconvenience, this is not the experience we aim our customers to have. Please see the email we sent you directly for details on the full refund we have issued for this order.
  
  Ref: **********
  
  If you have further questions, please reach out via ***************************************
  
  Best,
  Grubhub

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 4/22/24 an order was placed on my seamless account under the email *********************** i been trying to get my money back but apples bank doesn't answer the phone and seamless keeps saying they'll get back to me *** never do. i just want my money back because i didnt make the order neither did anybody i know

  Business response

  05/03/2024

  Hello, 

  
  Your order refund not process because Grubhub recently noticed concerning activity in relation to your order feedback. 

  
  Although the ************* team is available to field all your concerns, our goal is to make the ordering process a respectful, valuable, and honest partnership for all involved.

  
  After carefully reviewing your account, we will not be processing any refunds for this order. If you have further questions, please reach out via ***************************************.
  

  Ref: *********
  Please see our Terms and Conditions for further details.

   

  Best,
  Grubhub

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered food through Seamless today (4/10/24) and it was not received. I reported it through their online chat option and they refused to refund my order, even though they have not provided any evidence that my food was delivered - either a picture of my food having been delivered or even a message from the delivery person. They conceded in a second chat that no picture was ever taken. They claimed "You may have received an unusual number of refunds or concessions on this or previous accounts. Because of this, Im unable to process a refund, but I can provide you with $5 in Free Grub to use within the next 30 days." I have purchased food delivery through Seamless 80+ times in the last year alone. Only one prior order was cancelled, and that was a cancellation by Seamless for unexplained reasons. I have not claimed in all of those other deliveries any issues. I have no idea what they are talking about regarding "an unusual number of refunds or concessions." They are making false allegations in order to justify not providing the service I paid for and not having to refund the money they have stolen from me. They refuse to clarify when and how many refunds or concessions have been made because they know there has been nothing unusual about my account or my prior deliveries. I refuse to use the $5 concession because they owe me $74.02 in a refund. The next steps are to file FTC complaints and request my credit card company issue a charge back.

  Business response

  04/11/2024

  Hello,

  Our specialized team received your refund appeal request and will email you with their decision once completed.

  Reference: **********

  If you have further questions please reach out via ***************************************.

  Best,
  Grubhub

  Customer response

  04/14/2024

  Better Business Bureau:
  
  The business provided me a refund in reference to complaint ID ********, and find that this matter has been resolved, despite the fact that they still are incorrectly claiming I violated a policy.
  
  Sincerely,
  
  ******
  
  
  
   
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Seamless allows you to filter to restaurants with a "30 minutes or less" option that in my experience basically never true. Often an hour+. This is blatantly false and you are not made aware until the order is placed and the updated estimate is given.

  Business response

  03/04/2024

  Hello,

  Thanks for reaching out to us about this issue.

  We take this very seriously and know how concerning this is. We greatly appreciate your feedback regarding this issue and will forward this information to the correct department.

  Please use the Reference Number ********* or you can reach out to Grubhub via ***************************************.

  Best,

  Grubhub

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Seamless did not deliver my food from Sweetgreen on 1/10/2024. I discussed with their online chat and they issues a credit for a full amount and state that credit would be available in my profile when I went reorder. That credit for $61.80 never appeared.

  Business response

  02/20/2024

  Hello,
  
  We are sorry to hear that you have experienced trouble with your Grubhub credit refund. Upon looking into your account we can see that a portion of your Grubhub credit refund was used for a recent Grubhub order. 
  Ref: (*********).
  
  If you are still having trouble applying the remaining balance of your Grubhub credit to your next Grubhub order please reach out to us directly:  ***************************************
  
  Best,
  Grubhub

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seamless started charging my credit card $10.71 a month without my authorization. First charge was 12/22/23, second charge 1/22/24. I want a refund $21.42 and to CANCEL that subscription.

  Business response

  01/27/2024

  Hello,
  Thanks for reaching out to us about the unrecognized charge on your statement. We have identified this charge to be associated with a Grubhub+ Membership.
  Please check your email and use the Reference Number ********* or reach out via *************************************** if you have any questions.
  Best,
  Grubhub

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The business didnt mentioned any refund for the charges that I didnt authorize. I know the charges were made by ******* (seamless) because I saw them in my bank statement. I just want a refund of the two membership months that I was charged without my permission. 
  PLEASE REFUND THE MONEY AND DO NOT KEEP CHARGING MEMBERSHIP. 
  Thanks.

  ***************************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  02/14/2024

  Hello,

  We located the membership under your name with an email that ends in ****** You will need to get in contact with your financial institution to dispute the charges. We notified you of this on 01-27-24. Ref: (*********)

  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Most likely 95% of the time I order trough seamless in advance because I know they are not really fast. I order from this app because they offer restaurants that Uber eats not. But they alway delayed my order and after they guarantee that the order will arrive they cancel the order . This is not good because they said that there are not drivers, and then they said that the restaurant is not able to fulfill the order . But thats a lye because the restaurant always have the food ready quickly, I always call ti make sure. The point is that I dont have to much money and after they cancel all my orders they leave me without money ti feed my kids, and I never see the refund back on my account. They never offer solutions and they always repeat Tye same script. Im pretty sure that they put a note on the system ti cancel my order because I always call and go to the chat . But how can be other way if they always cancel my order and dont offer solutions. Last two times I was very stress and maybe not really polite but in reality they make stress and anxious since today I dont have more money to buy food and I have to feed my kids with Raman. They really need to change the service or hired more drivers . The service in the worst and the refunds are a lye I never see it on my account. The worst app ever . I even have a lot of stress because of them. I dont recommend it at all.

  Business response

  01/25/2024

  Hello,

  We hope this message finds you well. Thank you for taking the time to provide us with your valuable feedback regarding your recent experience with Grubhub.
  We sincerely apologize for any inconvenience you may have faced due to the limited availability of drivers in your area. At Grubhub, we understand the importance of timely and reliable deliveries, and we are continuously working to improve our services.

  We would like to clarify that Grubhub delivery partners operate on a flexible schedule, allowing them to build their own blocks based on their unique availability. While this system provides flexibility for our drivers, we acknowledge that it may lead to occasional challenges in certain areas.

  To express our apologies for the inconvenience you experienced, we have taken the following steps:
  Full Refund: We have issued a full refund for your recent order. The refunded amount will be credited back to your original payment method.
  Promo Code: Additionally, we have issued a $25 promo code as a gesture of goodwill. You can use this code on your next Grubhub order to enjoy a discount.

  We understand the importance of reliable and convenient food delivery, and we are committed to enhancing our services to better meet your expectations.
  Once again, we appreciate your feedback and the opportunity to address your concerns. If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to our customer support team.

  Thank you for choosing Grubhub. We look forward to serving you better in the future.

  Ref: #*********  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

*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. ↩