Waitr - Local Food Delivery

I found out today that if your driver doesn't pick up your order, Waitr will try to blame the customer before asking any questions and after messaging them for an hour they will offer you a refund that will hit your bank in 2 to 6 days. They will not ask another driver to pick up the food you paid for. After a notification stating that my driver was close, 30 minutes went by so I messaged customer support. I was told that my order had been delivered. When I said it hadn't been, they said that it had been so I should check outside. After walking around my building, I again said it was not delivered. After several minutes, I was told that my order wasn't picked up but the driver marked it delivered. I was surprised that no offer to fix the problem was made so after a minute I asked if I could get my food. The agent informed me that they do not redeliver orders. I reminded her that my order was never picked up from the restaurant. She said she was going to issue a refund that would hit my bank in 2 to 6 days. I placed the same order with Uber Eats which delivered within 15 minutes and continued to complain for almost an hour and was finally offered a free delivery coupon worth $2.99. I've heard that many restaurants are getting tired of the horrible customer service that Waitr provides. After all anything that goes wrong is a reflection on the restaurant. Just know that if you order from Waitr and your order is wrong, arrives cold or not at all, Waitr will do very little to fix the problem. It's really sad that a service that is needed during a pandemic is so poorly managed.

I placed an $87 for myself and my family at 6:15pm on a Saturday. The app said the food would arrive by 7:03pm. At 6:53pm, the app said my order was delivered. I checked outside, just in case the driver left the food at my door. Nothing. I checked my neighbors, and the food was not delivered to them either. I contacted customer support to request a refund if my food could not be delivered. I gave them the delivery address and phone number, as requested. On Monday, at 2:10pm, I sent a follow-up email to get an update and I was told that their policy is to not issue refunds after 48 hours, even though contact was initiated at the time of the incident. I asked again for a refund, and I was told how strict their policy is. I will not be doing business with them again, and I would discourage anyone else from doing business with them as well.

Constantly says our order is delivered and nothing ever gets delivered. We have EXTREMELY specific delivery notes along with a note that says "please call if you need directions." This is a condo complex with over 100 units, so we get the driver may havr trouble, yet they do not call, say the order is delivered, and Waitr support never has an answer as to what happened. Do we get a refund? Yes. Do we use Waitr when we work 16 hour days and need food delivered due to time at work? Yes. Do these people realize that people use Waitr when they have no time to go shopping and cook, and that makes getting your order screwed up 10x more frustrating? No. They do not care at all. We don't care about the money refund, the inconvenience of not having our order delivered when the entire point of Waitr IS convenience, makes the service below one star. Forgot to add...our over went out with the hurricane, so we cant even cook. Thanks Waitr...