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Verified Reviewer | Springfield, IllinoisDelivery did not arrive
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Not a pissed customer
User's recommendation: Driver should double check that they are leaving food at correct address.
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Preferred solution: Full refund
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Delivery Failures
I am writing to express my disappointment and annoyance about the handling of two orders from different restaurants in Franklin TN over the last several days. Your delivery drivers are great but your internal process on notifications, helpfulness are atrociously bad.
Both orders resulted in not getting some of the food we ordered.
On Sep 2nd and 4th, we ordered two dinner entrees through your website - one order from Carrabba's and the other Granite City Brewery.
We received acknowledgements, order number and an indication that Carrabba's had the order which would be delivered as requested.
Several moments later we received a generic email from you indicating one of the items would not be delivered.
No real explanation, no quick link to ordering a replacement item.
The one other item was delivered at the appropriate time.
I ordered separately a replacement item, received confirmation etc. the item never came.
I received a phone call that evening from one of your employees about the missing item from the original order and the Salmon Saporito. She was horribly confused about a house salad, said she needed to do further research and she'd get back to me.
She never did.
The Salmon Saporito was not delivered.
The following night we ordered two dinner entrees from Granite City Brewery.
One item was delivered. One wasn't.
Text communication with the driver indicated she was given the one item to deliver and did.
I hadn't checked to see if my PayPal and AMEX accounts have been appropriately charged, considering the items not received.
I'm confident you know that the food and not refunds is what is wanted.
When you cancel a part of an order after it has been submitted and acknowledged why isn't there a link to make an immediate substitution and have it delivered with the rest of the order? The wait time for the original order has been set.
Why would your website say something is available when after it is ordered we're informed it is not.
What explanations do you have for my recent issues and the above questions?
Surely, you can do better than what happened to us. I recognize you receive many orders and have a logistical challenge getting them from website to the restaurant, to the driver, to person doing the ordering.
The process you use now is your creation.
You're in charge of the process. MAKE IT BETTER.
I look forward to hearing from you.
John Geer
703 855 ****
Copy to:
Carrabba's
Granite
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- One time courtesy refund its my money no food
Preferred solution: Full refund
User's recommendation: Don’t click any buttons as they put you into a member
Issue signing up to drive
Didn’t get help it hangs up
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