Postmates Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Postmates customer service, archive #2. It includes a selection of 20 issue(s) reported May 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I had a To-Go order at Chili’s located at [redacted] Virginia Beach Blvd, Virginia Beach, VA [redacted]. Unfortunately, the order was incorrect as discovered by the Postmates customer during pick-up. Upon returning to Chili’s, they claimed not to have the order in their system and even called another Chili’s location to verify. I displayed the online order from my Postmates app to prove I was at the correct Chili’s. They acknowledged the mistake and agreed to remake the order, stating they would inform Postmates of the issue. I am kindly requesting reimbursement for my gas and time spent. The journey from the customer’s location to Chili’s took 20 minutes each way due to rush hour, totaling 40 minutes round trip. Additional time was spent driving from the customer's house back to Chili’s. This situation has resulted in me losing money instead of earning.
Reported by GetHuman-bdotmart on Thursday, May 10, 2018 11:01 PM
I'm experiencing an issue with the application. The main problem is that I cannot contact the customer until I am near the restaurant. The specific location assigned for pickup is only serving breakfast, which conflicts with the items I need to pick up. If I travel there and cannot complete the order, it may count against my cancellation rate. I've confirmed this location's restrictions and need assistance promptly. Waiting for the customer to cancel or contact me isn't ideal and is unprofessional. It's frustrating to potentially waste time and effort traveling to a distant McDonald's just to cancel. I've already called to verify this information. Please contact me as soon as possible to address this issue. Thank you.
Reported by GetHuman-agentmas on Saturday, May 12, 2018 11:52 AM
I’m very disappointed with the service provided. I planned ahead and ordered a special gift for my mom who lives far away, only to have the order canceled last minute. It's frustrating that there was no way to fix this issue. It’s incredibly frustrating that it's impossible to contact anyone for assistance. I hope this lack of customer service doesn’t continue for the business. To add to the situation, when contacting the bakery directly, the manager mentioned they had no affiliation with Postmates. This raises questions about how the order was even placed in the first place. This experience has been quite upsetting, especially because my mom was looking forward to receiving her apple tarts during a tough time.
Reported by GetHuman681082 on Sunday, May 13, 2018 10:23 PM
Hello, this is Set Voskanyan. I just read my complaint on GetHuman, and I find it completely unacceptable. The situation with my order from Caferev wasn't fully explained. There was a mistake in the order which led to a delay, but it was due to a stacked order on the app, not my error. I was understanding of the delay and apologize on behalf of the restaurant. Unfortunately, without clarification, I was unexpectedly deactivated. I am sorry for any inconvenience caused to the hungry customer, and I have kept records of all my messages. This deactivation seems unfair, and I will pursue this as a civil matter. I am puzzled as to why this action was taken.
Reported by GetHuman-mrvoskan on Monday, May 14, 2018 6:04 AM
Hello, my name is Sheila Hood. I placed an order for 2 burritos and 3 tacos from Ramona's via Postmates at [redacted] S. San Pedro St. LA, CA [redacted]. I was informed by the driver that the restaurant is no longer Ramona's, and the menu and prices have changed. Due to this confusion, I decided to cancel my order. I checked my bank account and noticed a temporary authorization hold of $32.23 which needs to be removed. I am also concerned about a $19.35 cancellation fee being charged. Please contact me at my number, [redacted], to discuss this matter as I am currently upset and without my lunch. Thank you.
Reported by GetHuman-shehood on Tuesday, May 15, 2018 9:38 PM
I recently placed an order with Steak 'n Shake, but encountered some issues with the items not being available. After replacing one item, I was again informed that both the replacement item and another item were unavailable. When I tried to cancel the order, the Postmates driver mentioned that I might still be charged as the order was already picked up. Despite my many seamless orders with Postmates previously, this situation was frustrating. The driver explained that it might have been her error for picking up the order before confirming the item availability, as she was new to the job. I understand mistakes can happen, but I am puzzled about why I would be charged for errors that weren't on my end.
Reported by GetHuman687956 on Tuesday, May 15, 2018 9:47 PM
I purchased a vegan chocolate cake from Urth Cafe through Postmates. After eating half of the cake, I noticed the taste was different and my stomach felt uneasy. The receipt described the cake as "crown cake" instead of the vegan cake I ordered. I contacted Urth Cafe to inquire if they had substituted my vegan cake with a traditional one due to running out of stock. They confirmed no mention of a vegan chocolate cake was received. I am disappointed with Postmates for not accurately conveying my request for a vegan cake. I feel let down as a vegan, as sometimes our dietary choices are not taken seriously. I would like a refund for this incorrect order.
Reported by GetHuman-alyssong on Thursday, May 17, 2018 6:05 AM
Dear Postmates, I am Elisamuel O., a Postmates Fleet Delivery Personnel. On 5/16/18, I encountered technical issues with the Fleet App during my deliveries, including a problem with payment at Scalinatella Restaurant in New York City. To resolve the situation, I used my personal debit card ending in [redacted] to pay for the order, amounting to $[redacted].15. I have attached the receipt and card details. I kindly request reimbursement for this expense. Please let me know if additional information is needed. Thank you.
Reported by GetHuman-elithegr on Thursday, May 17, 2018 8:09 PM
I placed an order at 5:30 pm, but it didn't arrive until after 7:30 pm. The delivery person parked in front of my house but didn't exit the car until I signaled her. Upon checking the food, I noticed that three of the expensive dishes appeared to have been mishandled, with the side dishes squashed as if they had been mixed together. The steak, shrimp, and spinach were all over the place, and the shepherd's pie had its bottom separated from the top. In my previous orders from Cheesecake Factory through Postmates, everything arrived intact, but this time was a complete mess. Although the two cheesecakes were fine, the rest of the meal, which cost over $[redacted], was badly damaged, much to the surprise of my guests.
Reported by GetHuman-melancer on Saturday, May 19, 2018 3:35 AM
I reside in Nashville, TN, in a multi-level apartment complex with two garage entrances and various call box locations. Despite using Postmates multiple times, I must say we've had a positive experience only a couple of times. We often face additional delivery charges and still need to search for the delivery personnel, guide them to our location, or go down to the garages to collect our orders. Living in downtown, we value the hard-earned money we spend on your services. As someone who strives to provide excellent service in my job, I expect the same when I am the customer. Recently, after receiving notifications about our food delivery, we were informed that the driver was in the garage. Despite my roommate going down to collect the order within minutes, the driver was nowhere to be found, and the driver did not respond to texts. Our order was marked as delivered, leaving us without food and disappointed once again. Although we were refunded after reporting the issue through the app, this repeated poor service is frustrating. I hope this feedback highlights the inconvenience and disappointment we feel. It is disheartening to encounter such low service standards when I consistently maintain high expectations in my own role. I remain hopeful for an improvement in your services.
Reported by GetHuman-sarahras on Friday, May 25, 2018 12:03 AM
My order was incorrect. The prices were higher than expected, and upon double-checking, I noticed the discrepancies before the driver departed. She promptly returned the order to the restaurant. I have screenshots of my order and a photo of the receipt from the driver for comparison if needed. The driver provided excellent service. Here is the breakdown: I ordered 4 personal pizzas at $3.49 each but received 2 at $3.99 each and 2 small pizzas at $8.99 each. I also ordered wings for $6.99, but received them at $9.99. I am unsure why there was a mix-up between the app and the restaurant. Additionally, I would like to cancel my $9.99 subscription to Postmates; please advise on the process. It seems there may be a recurring issue pushing customers away. My brother canceled his subscription last night due to a similar experience. The driver kindly returned with a voided receipt, and her exceptional handling deserves acknowledgment and appropriate compensation.
Reported by GetHuman-adawgaz on Monday, May 28, 2018 3:01 AM
The delivery person was pleasant, but unfortunately, my order was incorrect. I had requested a caramel cake from Chili’s, but I received a chocolate cake instead. This cake was the only item in my order and initially costed around $8, but after factoring in additional charges and tax, the total came to $21. I attempted to reach out to my Postmate using the number they provided, but I was unable to connect with them. Since I couldn't find a direct contact number for Postmates, I decided to contact Chili’s. The manager explained to me that the caramel cake I wanted was seasonal and unavailable at that time. It seems that this item should not have been listed on Postmates if it wasn't available, or at the very least, I should have been notified that my selection was not an option. I have been a loyal Postmates customer for several years and have never encountered an issue like this before. I am willing to continue using the service based on how Postmates handles this situation. I am requesting a full refund for this order, as I would not have placed any order if I had been informed that my desired item was not in stock. Thank you.
Reported by GetHuman-rioshaun on Tuesday, May 29, 2018 3:48 AM
My account is linked to my alternate email at [redacted], but I'm experiencing issues with my AT&T account currently. I recently placed an order for food through Postmates for $44.00. After the payment was refunded and then deducted again the next day, my account went into the negative, resulting in two NSF fees being charged. I had to cover the additional amount due to the delayed withdrawal. I kindly request reimbursement for the NSF bank fees incurred as a result of the transaction and perhaps a credit applied to my next order. I frequently use Postmates, and I appreciate your assistance in resolving this matter.
Reported by GetHuman-cutierm on Tuesday, May 29, 2018 4:52 PM
On 6/2/[redacted], I joined the Postmates team. During my second order, I was supposed to deliver to [redacted] Post Oak Drive. Before arriving, I received a text from the customer informing me that the apartment complex was [redacted] Oak. When I reached the building, the individual apartment numbers were not displayed. Despite texting the customer to inquire about the specific apartment number, I did not receive a response. Regrettably, I mistakenly marked the order as delivered before physically handing it to the customer. I attempted to locate the correct recipient by knocking on all the doors in the building, but no one had placed the food order. Subsequently, I proceeded to my next delivery. Unfortunately, I now have some leftover Jamaican food in the delivery bag from Sunshine Jamaican Restaurant, which was picked up at 8:14 PM EST.
Reported by GetHuman-corrin_a on Sunday, June 3, 2018 3:31 AM
I am really concerned about a Meal Train I've organized for a friend who recently had a heart attack. I suggested using PostMates for the deliveries, and the first delivery was scheduled for tonight. However, the participant received an email from PostMates at the delivery time saying the order could not be completed. This is very worrisome, as I have another delivery scheduled for my friend tomorrow night. I hope PostMates can ensure that this next delivery will not have the same issue and will be completed as confirmed.
Reported by GetHuman751136 on Tuesday, June 5, 2018 4:36 AM
We are a restaurant frequently visited by your drivers for orders. Today, a driver picked up an order at 12:10 PM from Wendy's located at [redacted] South Atlantic Blvd in Alhambra, CA. Unfortunately, the driver exhibited unprofessional behavior by ordering and eating his own food before delivering the food from our establishment. This could give the impression that the food was not fresh. Additionally, he parked in a non-parking area, creating a safety concern for our customers as he ate. Despite being asked to park in a designated spot, he disregarded the request. He used a card ending in [redacted] for this order. It is essential for your drivers to maintain professionalism and ensure that the food is delivered promptly and in the same condition it was given to them, hot, fresh, and delicious.
Reported by GetHuman-goindam on Tuesday, June 5, 2018 7:37 AM
I ordered pizza from Pizza Hut via Postmates, but upon delivery, Pizza Hut claimed they couldn't fulfill my order and charged me $22.24 for a pizza they didn't have. I canceled because of their error, and now I'm seeking a refund. Please contact me promptly. - Tara Webster Order details: [redacted] East Craig Road, [redacted] Tara Webster Phone: [redacted] Pizza Hut [redacted] E Craig Rd Canceled 6/6/[redacted]
Reported by GetHuman-taraweb on Thursday, June 7, 2018 8:11 AM
I recently received a message regarding the possible deactivation of my account due to a meal delivery issue. I believe there should be a more thorough review process by Postmates before holding delivery workers responsible for customers' actions. In a specific incident, the customer double-ordered, which I was unaware of until the restaurant informed me. I promptly contacted the customer to rectify the situation, and they confirmed the mistake and requested to cancel the duplicate order. I believe it is unfair to penalize me for a situation that was out of my control. Postmates should establish clearer communication channels between the company and delivery personnel to prevent misunderstandings and unwarranted consequences.
Reported by GetHuman761939 on Friday, June 8, 2018 1:27 AM
I placed a pick-up order at Kopan Ramen in Pasadena through Postmates. The app initially showed a 23-minute wait time, and after this period, it stated that the order was ready for pick-up. However, upon arriving at the restaurant, I was informed that the order was not ready. After waiting an additional 15 minutes outside and returning inside, it still wasn't prepared. An employee mentioned that Postmate orders are of least priority compared to dine-in orders, and my order was ignored for 40 minutes. If this is accurate, I recommend that Postmates: 1. Clearly state that online orders are of lower priority, and 2. Provide more accurate wait time estimates on the app.
Reported by GetHuman-zwwang on Friday, June 8, 2018 5:51 AM
I have been waiting for over a week now to receive my refund of $73.62. This money is crucial for me to pay bills and prepare for an upcoming family trip. I am trying my best to remain patient, but the delay in getting my money back is truly distressing and frustrating. I prefer to discuss this matter over the phone as it is more efficient than exchanging emails. I feel like the responses I am receiving are automated, and it's important for me to resolve this with a real person. I have evidence in the form of screenshots showing that I was charged, yet it appears that the refund process is not moving forward. I am extremely upset about this situation and just want my money returned promptly.
Reported by GetHuman762713 on Friday, June 8, 2018 11:47 AM

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