ComplaintsforSeamless
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered food delivery through seamless. The app said my food would be delivered within 40 minutes. After 90 minutes, I called the restaurant which said that my food had been ready for a good while but that the seamless driver had not picked it up. While seamless was willing to offer a refund, they would only do so in conjunction with a cancellation of the order. In other words, there was no way for me to actually get my food without paying for it, despite the many hour delay caused by seamlesss failure to pick up the food.Business response
12/16/2023
Hello,
We are sorry for the issue you experienced with an order not being received. After carefully reviewing your account we have appropriately resolved your issue by refunding the order in full. Please check your email for additional information. Reference Number **********
If you have further questions please reach out via ***************************************.
Best,
GrubhubInitial Complaint
12/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company charged me 25% more for pickup, as if it was delivery. When I tried to speak to customer service to cancel before I received my order, they were rude and hung up. Then they take 30%+ commission from the restaurant. I am asking for an adjustment of $30 which is the difference of what I would have paid if Seamless would have cancelled my order as requested.Business response
12/06/2023
Hello,
Thanks for reaching out to us about the charges on your order. Our prices on our platform may not be identical to the prices in the restaurant, and the correct price is based on our listing also including fees, which may be lower in-store and is often set by the restaurant. We have reviewed your account and confirm you were charged correctly. Please reference *********
Please see our Terms and Conditions for further details
Best,
GrubhubInitial Complaint
12/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order via Seamless for food from a local restaurant on 12/2/23. I received a promotion code via email the day before for $15 off my order, valid until 12/4/23. The promo code would not apply at checkout as they described in the email (this is typical any time they send a promo code) when I placed my order. I connected with Seamless via online chat, where they told me to place the order first and then they would apply the promo after, which I did. I then requested they apply the discount code, to which they said "sorry - too many people have used the code, we're not honoring any longer". This is a complete bait and switch scam, and I will be boycotting Seamless and Grubhub going forward - lost customer unless they make this right. No where in the promotion or *******'s terms of use, does it say they can just decide to stop offering the promotion at any time. In fact, I am providing the exact language here:*Valid for intended recipient only. To redeem, click on the link above or enter code **************************************** at checkout on a qualifying order. Offer limited to one use per diner. $15 will be taken off of your subtotal on minimum orders of $20, before tax, tip and fees. Expires 12/04/23 at 11:59pm PT. Only valid for personal (non-corporate) accounts. May not be combined with cash or certain other discounts. May not be applied toward purchases containing alcohol. Offer and participation are subject to the Grubhub Terms of Use, available at *********************************************** company's promotions are a complete scam - BEWARE!Business response
12/06/2023
Hello,
We are sorry to hear about your experience with your promotional code not applying to your order. We would like to extend an apology for any inconvenience you experienced. As mentioned in the promotion, the offer and participation are subject to the Grubhub Terms of Use, available at ******************************************.
Please see our Terms and Conditions for further details.
Best,
GrubhubCustomer response
12/06/2023
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:I previously reviewed the Terms of Use. Can you please advise specifically where in the Grubhub Terms of Use it allows the promotional offer to be revoked prior to the stated expiry of the offer?
Thank you,
***********************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer response
12/29/2023
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:The email I received stated the promotional codes were being sent to an email address that is linked to my Apple ID, *********************************************************.
I am receiving the emails to my linked email account held with Gmail. They state they promo's can only be used by a Seamless account that is using the relayed email they are distributing the promo code to ************************************** This is not possible and doesnt make any sense. They have also not offered any way to correct this, or offered to change the email they are sending the promos to.
They have not been clear in resolving the issue and I stand by that they have a major issue within their promotional offerings that is misleading and fraudulant.
This is a completely unfair practice and they should be held accountable for this. I will be spreading the word that this service is taking advantage of people.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
01/16/2024
Hello,
We're sorry about this frustrating experience with the promo codes you are receiving to your appleid.com address. The promotional codes are specific to an account and will only work on the account email address they are sent to. You as the account holder are able to make changes to your email address that is associated with your Grubhub account. To make changes to relay apple id emails, you will need to update your information in your iPhone settings.
Reference Number: ********* or you can reach out to Grubhub via ***************************************.
Best,
Grubhub
Initial Complaint
11/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Seamless is a food delivery service. I placed an order that a Seamless delivery person picked up. The delivery person stopped off along the way for over 20 minutes and my food was delivered late and cold. I attempted to resolve the issue with Seamless but they would not offer any refund, simply a $5 and then a $7 credit for a future purchase. My driver tip alone was $10. I attempted several times to obtain a refund but they would not provide.Business response
11/30/2023
Hello,
We're sorry to hear about the experience you had with your order and any inconvenience this has caused.
As a courtesy, we have refunded your order and a confirmation email has been sent to you.
If any additional assistance is needed, please contact us at **************************************.
Best,
Seamless
-Powered by GrubhubCustomer response
11/30/2023
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
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We were given the wrong order by a driver who we contacted the same day of the order and now ******* has been a nightmare and is refusing to help because it has been over 48 hours. This is ridiculous and now I am out of my money for an issue that is out of my control and not my fault at all. Order number is #**************** from STK. My email is *********************** Phone: ************Business response
11/16/2023
Hello,
We are sorry to hear about the issue going on with your refund request.
Please check your email and use reference number **********
Please respond with any additional questions you may have at ********************************************;
Best,
Grubhub
Initial Complaint
10/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
After months of food being delivered cold, damaged, and missing items, I finally used the chat to ask why I am unable to review a restaurant after filing a complaint with the app about the food. The response I got was ****** is available. by the rudest, most condescending agent alive. I am going to be relying on other services moving forward as this app fraudulently prohibits customers with genuine problems with their orders from warning other customers about their experience. This is why all restaurants have high ratings, because the app prevents people with reported order problems from sharing that publicly. Enjoy your inevitable FTC suit.Business response
10/30/2023
Hello,
We apologize for the trouble you experienced placing an order with Seamless!
Thank you for taking the time to share your experience with us. We apologize for the trouble you experienced placing an order with Seamless, this is definitely not the experience we want you to have with Seamless.Please follow up with ************* for further assistance. You may reach ************* at ***********************************Best,
GrubhubInitial Complaint
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Tax in the ***************** is not dependent on the time of day that an order is delivered. But Seamless increases their 'Tax' line item by $0.44 for deliveries requested after 9 PM. In the two attached screenshots, you can see that changing the delivery time increases the 'Tax' line item by $0.44.Unless Seamless can explain why 'Tax' rates change after 9 PM, this is financial fraud. Saying that you are passing through a 'Tax', when you are really adding on a service fee is financial fraud.Customer response
10/27/2023
This is a new complaint. This was just on Thursday, Oct 26 that the Seamless website is charging $0.44 as an additional 'Tax' on orders placed after 9 PM.Initial Complaint
10/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 17, Seamless/******* attempted to deliver food to me from a restaurant I didn't order from. I contacted support and they promised a refund. A week later, I haven't received a refund. I contact Seamless support again and they said they can no longer refund past 48 hours.I do not feel safe eating food delivered from some unknown location with unknown safety. Seamless acknowledged this and promised a refund, I have proof, and failed to follow up.I will be requesting a charge back and reporting this violation and fraud to regulatorsBusiness response
10/24/2023
Hello,
Thank you for reaching out, we are very sorry to hear about an issue with your recent Grubhub order. Our records indicate that we have sent a follow up email in regards to your recent order.
Ref: *********
If you have further questions, please reach out via ***************************************Best,
GrubhubInitial Complaint
10/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Seamless's website is currently charging a different amount of 'tax' depending on whether the delivery time is before or after 9 PM. I'm certainly not aware of any taxes that have different rates depending on what time of day an order is placed. So it would seem that Seamless is adding additional fees for late night purchases and calling them 'taxes'. That would seem like financial fraud to me.Business response
10/03/2023
Hello,
We have received your inquiry regarding a further explanation on how taxes and fees are factored on our platform.
Please check your email and use the Reference Number *********, or reach out via *********************************************** you have any questions.
Best,
GrubhubInitial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I tried to place an order with a gift card I purchased and I couldn't. I tried with my credit card and I couldn't. They told me my account was under review how and why I never ordered before ? I just want my money back from my gift card that's stuck in this account. I will also tell all my Instagram, TikTok and ******** followers to stay away from both Seamless and Grubhub.Customer response
09/25/2023
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,
********************
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Customer Complaints Summary
92 total complaints in the last 3 years.
27 complaints closed in the last 12 months.