Postmates Customer Service Issues

On July 21, [redacted], I placed an order through the Postmates app for chili cheese fries and a grilled cheese sandwich from The Hat in Monterey Park, totaling $18.56. Despite a 46-50 minute expected wait time, the real issue arose when the driver veered off course from my location, breaching the "5 minute wait" policy Postmates typically follows. Even though my account status showed the order as "received," I never got the delivery. Despite my efforts, Postmates marked the problem as "Resolved," claiming it was my fault and refused to provide a refund. Following multiple unanswered emails, requesting for a refund due to an undelivered order, the company failed to respond despite my clear plea for a resolution.

In my original order, the total amount spent qualified for free delivery. However, one item was missing from my order, and when the Postmate informed me, I agreed to proceed without it. Unfortunately, I was still charged for delivery because the missing item reduced the total below the free delivery threshold. This feels unfair to me. I have contacted customer support three times via email, but only received clarifications rather than a resolution. Request number [redacted]. I would appreciate it if this issue could be reviewed promptly and the $6 delivery fee refunded. The issue is not just about the money but about the integrity of the charging system. It needs to be rectified to ensure fairness for all customers.

I was unable to answer the door promptly as I was assisting my 3-year-old granddaughter in the bathroom. The delivery driver did not attempt to notify anyone by knocking on the door, even though specific instructions were sent to his phone requesting this due to a non-functioning doorbell. Subsequently, the driver left without delivering the food, which was intended for five hungry individuals, including my family. Despite attempts to contact the driver via text and calls, there has been no response. A second order from the same restaurant, delivered by a different driver 15 minutes later, managed to successfully bring the food to the door. However, the initial order worth $35 remains undelivered. I am seeking a refund for the undelivered food.

I received a double order today which was already picked up and delivered by someone else, causing inconvenience. My order number is # [redacted][redacted] for Walmart. I mistakenly pushed the picked up order option on the app and couldn't remove it from my screen. The order was then taken by another driver, leaving me to explain the situation to the customer. I did not complete the delivery due to this mix-up. This app problem has resulted in wasted time, gas, and money from traveling to Walmart unnecessarily for a double order. Please resolve this issue promptly. Thank you.

We ordered three dishes from Nittaya’s Secret Kitchen, but unfortunately, the food was very disappointing. Despite requesting mild spice for the salad and low sodium for the noodle dishes, the salad dressing was extremely spicy, making it inedible. Attempting to adjust the spice level only made the taste worse. The Pad Thai lacked its traditional flavor, being a strange brown color. The noodles were also overly salty with a strange chemical taste. To add to the disappointment, the order did not include utensils or napkins, and the final bill was higher than expected based on the prices listed on Postmates. I am seeking a full refund and am prepared to return the food to the restaurant. This experience was unacceptable, and I hope for a resolution promptly. Thank you.

Hello, my name is Marci Finlayson, born on 12/04/[redacted]. I work as a delivery person for Postmates. Today, while delivering an order for Marlon from The Grain Cafe, I faced an issue where two additional items arrived late, causing a delay of about 40 minutes. This impacted my goal of completing 8 rides by 1:30. To resolve the situation, I used my own funds as the Postmates card declined, but Marlon reimbursed me. Yesterday, I encountered another problem when the navigation led me to the delivery location instead of the restaurant, resulting in extra travel to Cafe 50s. Having a quicker way to communicate with support during such incidents would greatly help us delivery workers manage unexpected challenges efficiently. Although I value working for Postmates, these repeated disruptions affecting my earnings can be frustrating. I hope for smoother experiences in the future. Thank you, Marci

I placed an order with Postmates for Pizza Hug at 8:40. After waiting for thirty minutes, I received a message saying, "We tried to place your order but the store has either closed or changed locations. Your order was cancelled." My family and I frequently use Postmates, and this experience has left us extremely disappointed. We were eagerly waiting for our food to arrive when we were suddenly informed that the delivery was cancelled. It's late at night, and it's disheartening for us, especially because we would have made alternative arrangements if we had known earlier about the delivery issue. We are all hungry, and this situation is very frustrating.

I recently placed an order on Postmates. The Postmates courier informed me that the restaurant could not fulfill my order because the item I wanted was not available at that location. Since the courier could not proceed to a different branch where the item was available, they advised me to cancel the order. Despite the order not being made, I was charged for the item and a cancellation fee. I am requesting a refund for these charges. If needed, I can provide the text conversation between the courier and me. The refund amount can be credited back to my card ending in [redacted]. Thank you.

I encountered several issues with my recent Postmates order. Some food items were missing, the food was undercooked, no utensils were provided, and I did not receive a receipt. When I reached out to the restaurant, they claimed they are not responsible for any problems as they have a contract with DoorDash, not Postmates. Despite paying $65 for my order, it did not meet my expectations. I even received an email referencing a conversation with "Richard," although I never corresponded with anyone by that name. I am requesting a full refund and expressing my frustration as this is not the first time my orders have had problems with Postmates. The total cost was close to $[redacted], and I am disappointed. This experience has led me to decide not to use Postmates again.

I recently placed an order at Havana Rumba in Louisville, Kentucky for 2 Cuban sandwiches with a side of fries and a drink. Unfortunately, only the sandwiches were delivered by Postmates. Upon contacting the restaurant, I was informed that the Postmates driver did not specify the type of fries (sweet potato) and did not mention the drink in my order. As a result, I have been charged for items I never received. The restaurant stated they couldn't help due to the unclear order. I am seeking a refund for the missing items and want to be charged only for the sandwiches I actually received. I believe clarity in orders is crucial. It would be helpful to have a support number on the app for such issues. I hope for a resolution or will need to escalate this matter further. Thank you.

I had to cancel a food order that took almost 2 hours to be prepared. I contacted Postmates after waiting for 1.5 hours, as the delay was unacceptable. The Postmate assigned to my order misled me by falsely claiming traffic was causing the delay when the restaurant was nearby. When I suggested she walk to get the order, she rudely dismissed it as a parking issue. Postmates support incorrectly updated the status of my order, causing more delays. After gathering all the information, I decided to cancel the order. Despite understanding that refunds can be refused, given the situation, not issuing one would be unacceptable. If the refund is not processed, I will cancel my subscription and delete the app. Thank you.

Hello! I am exploring entering the food delivery industry and I'm in the process of obtaining a Mobile Food Handlers handler license from the Minnesota Department of Agriculture. They have advised me that it is against the regulations for a food delivery person to handle payments from customers to pay the restaurant on the customer's behalf before delivering the food. This contradicts the standard practice in the industry. Can you confirm if the Minnesota Department of Agriculture is correct in stating that this procedure is illegal? I appreciate any insights you can provide. Thank you! - Mario

I did not receive confirmation that my Las Scala order was correct upon pickup. I am withholding payment as the salads were not mixed as requested for my two handicapped family members. No contact was made prior to delivery. I am canceling my membership. Please contact me promptly to discuss further.

I have been trying to place an order with you for 45 minutes for Raku Restaurant on Wisconsin Ave. NW. I previously ordered from my desktop using this email and "delivery" password. After being blocked on my desktop, I switched to my phone. It took 15 minutes to start the order and an additional 30 minutes because the codes sent via text were not verifying. I tried to contact support but was unsuccessful. A Postmates delivery person from two weeks ago told me you deliver from Raku Restaurant on Wisconsin Ave. NW in D.C. However, I couldn't place the order last night. Can you please confirm if you deliver from there?

I placed my first order after arriving in Salt Lake City. I was disappointed to receive a notification that my Postmates order was canceled due to the merchant being unable to accept orders. I had canceled my dinner reservations to enjoy a meal at home, only to have that plan disrupted. When trying to reach out to customer service, I had trouble finding their contact information and even had an email fail to send. I had high hopes for using your service based on recommendations from friends in other cities, but this experience has left me unimpressed. As a seasoned business person, I find it hard to believe you thrive in other communities with this level of customer service. The delayed cancellation notification and difficulty in contacting support have not left a good impression on me.

We purchased $27.54 worth of food from Arby’s, expecting a 20-30 minute delivery. However, when the delivery arrived by Afshin G., he apologized for not having curly fries, only to unveil that it was from Wendy’s instead of Arby’s. Our order was entirely incorrect - missing 3 bacon cheddar classics, 2 large Pepsi's, 1 large Mist Twist, 1 small Dr Pepper, 1 large Loaded Curly Fry, and 3 small Curly Fries. Instead, we received 3 hamburgers, 1 small Sprite, 2 large Pepsi's, 2 small fries, and 2 large fries. The total charge amounted to $44.03 with a reported $4.03 tip, which we did not provide. We rated the service poorly with 1 star and did not leave a tip. The invoice stated a total of $52.12, confusing us as our order only amounted to $27.

I used Postmates to order from Five Guys for my office, but the delivery took two hours and the food arrived cold. I had to call the driver multiple times and go outside to find them, which was inconvenient since I work at a firm. I expect better service for a $51 order, especially when advertised as quick and convenient. I would like a refund for this disappointing experience.

While attempting to deliver an order to Dickey's Barbecue Pit just after 5 PM, I encountered an issue with the address provided. Dickey's Barbecue Pit is now located at the Shoppes at Gateway, not on Coburg Road as listed. Due to this discrepancy, the system did not properly register that I had picked up the order, causing a delay in receiving the next delivery address. I had to contact the customer directly for their address. Following this, I received a call inquiring about my location, and upon explaining the situation, I was assured I would still be compensated. However, approximately 5 minutes after dropping off the order, I received an alert stating it had been canceled. I am reaching out to ensure I receive payment for my time, as this situation took over an hour to resolve due to the incorrect address provided.

I made a $[redacted] order from Fortina. When the delivery arrived, the restaurant claimed there was no order in their system and does not work with Postmates. After speaking with the delivery person, I requested to speak to the Fortina hostess. She was impolite, informed me they don't collaborate with Postmates, and abruptly ended the call. Contacting the restaurant, I asked to speak with a manager, who explained they don't use Postmates and have asked to be removed from the app. Despite this, Fortina decided to fulfill my order, but it took nearly two hours and involved unpleasant interactions. Posting a complaint on the Postmates app yielded no response or apology.

Postmates placed a "temporary authorization fee" of $75.92 on my account for a $30.92 meal, more than double the actual cost. I purchased two sandwiches and two drinks from Subway. I have upcoming bills and was counting on having dinner tonight, but now I can't due to this unexpected overcharge. Postmates needs to rectify this issue. What if I didn't have $76 in my account? Previously, the maximum temporary authorization fee Postmates charged me was $8. Taking $75.92 for two sandwiches and two drinks is excessive and impacts my finances significantly.