ComplaintsforSeamless

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered food through Seamless today (4/10/24) and it was not received. I reported it through their online chat option and they refused to refund my order, even though they have not provided any evidence that my food was delivered - either a picture of my food having been delivered or even a message from the delivery person. They conceded in a second chat that no picture was ever taken. They claimed "You may have received an unusual number of refunds or concessions on this or previous accounts. Because of this, Im unable to process a refund, but I can provide you with $5 in Free Grub to use within the next 30 days." I have purchased food delivery through Seamless 80+ times in the last year alone. Only one prior order was cancelled, and that was a cancellation by Seamless for unexplained reasons. I have not claimed in all of those other deliveries any issues. I have no idea what they are talking about regarding "an unusual number of refunds or concessions." They are making false allegations in order to justify not providing the service I paid for and not having to refund the money they have stolen from me. They refuse to clarify when and how many refunds or concessions have been made because they know there has been nothing unusual about my account or my prior deliveries. I refuse to use the $5 concession because they owe me $74.02 in a refund. The next steps are to file FTC complaints and request my credit card company issue a charge back.

  Business response

  04/11/2024

  Hello,

  Our specialized team received your refund appeal request and will email you with their decision once completed.

  Reference: **********

  If you have further questions please reach out via ***************************************.

  Best,
  Grubhub

  Customer response

  04/14/2024

  Better Business Bureau:
  
  The business provided me a refund in reference to complaint ID ********, and find that this matter has been resolved, despite the fact that they still are incorrectly claiming I violated a policy.
  
  Sincerely,
  
  ******
  
  
  
   
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Seamless allows you to filter to restaurants with a "30 minutes or less" option that in my experience basically never true. Often an hour+. This is blatantly false and you are not made aware until the order is placed and the updated estimate is given.

  Business response

  03/04/2024

  Hello,

  Thanks for reaching out to us about this issue.

  We take this very seriously and know how concerning this is. We greatly appreciate your feedback regarding this issue and will forward this information to the correct department.

  Please use the Reference Number ********* or you can reach out to Grubhub via ***************************************.

  Best,

  Grubhub

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Seamless did not deliver my food from Sweetgreen on 1/10/2024. I discussed with their online chat and they issues a credit for a full amount and state that credit would be available in my profile when I went reorder. That credit for $61.80 never appeared.

  Business response

  02/20/2024

  Hello,
  
  We are sorry to hear that you have experienced trouble with your Grubhub credit refund. Upon looking into your account we can see that a portion of your Grubhub credit refund was used for a recent Grubhub order. 
  Ref: (*********).
  
  If you are still having trouble applying the remaining balance of your Grubhub credit to your next Grubhub order please reach out to us directly:  ***************************************
  
  Best,
  Grubhub

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seamless started charging my credit card $10.71 a month without my authorization. First charge was 12/22/23, second charge 1/22/24. I want a refund $21.42 and to CANCEL that subscription.

  Business response

  01/27/2024

  Hello,
  Thanks for reaching out to us about the unrecognized charge on your statement. We have identified this charge to be associated with a Grubhub+ Membership.
  Please check your email and use the Reference Number ********* or reach out via *************************************** if you have any questions.
  Best,
  Grubhub

  Customer response

  02/01/2024

  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:

  [Your Answer Here]

  The business didnt mentioned any refund for the charges that I didnt authorize. I know the charges were made by ******* (seamless) because I saw them in my bank statement. I just want a refund of the two membership months that I was charged without my permission. 
  PLEASE REFUND THE MONEY AND DO NOT KEEP CHARGING MEMBERSHIP. 
  Thanks.

  ***************************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  02/14/2024

  Hello,

  We located the membership under your name with an email that ends in ****** You will need to get in contact with your financial institution to dispute the charges. We notified you of this on 01-27-24. Ref: (*********)

  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Most likely 95% of the time I order trough seamless in advance because I know they are not really fast. I order from this app because they offer restaurants that Uber eats not. But they alway delayed my order and after they guarantee that the order will arrive they cancel the order . This is not good because they said that there are not drivers, and then they said that the restaurant is not able to fulfill the order . But thats a lye because the restaurant always have the food ready quickly, I always call ti make sure. The point is that I dont have to much money and after they cancel all my orders they leave me without money ti feed my kids, and I never see the refund back on my account. They never offer solutions and they always repeat Tye same script. Im pretty sure that they put a note on the system ti cancel my order because I always call and go to the chat . But how can be other way if they always cancel my order and dont offer solutions. Last two times I was very stress and maybe not really polite but in reality they make stress and anxious since today I dont have more money to buy food and I have to feed my kids with Raman. They really need to change the service or hired more drivers . The service in the worst and the refunds are a lye I never see it on my account. The worst app ever . I even have a lot of stress because of them. I dont recommend it at all.

  Business response

  01/25/2024

  Hello,

  We hope this message finds you well. Thank you for taking the time to provide us with your valuable feedback regarding your recent experience with Grubhub.
  We sincerely apologize for any inconvenience you may have faced due to the limited availability of drivers in your area. At Grubhub, we understand the importance of timely and reliable deliveries, and we are continuously working to improve our services.

  We would like to clarify that Grubhub delivery partners operate on a flexible schedule, allowing them to build their own blocks based on their unique availability. While this system provides flexibility for our drivers, we acknowledge that it may lead to occasional challenges in certain areas.

  To express our apologies for the inconvenience you experienced, we have taken the following steps:
  Full Refund: We have issued a full refund for your recent order. The refunded amount will be credited back to your original payment method.
  Promo Code: Additionally, we have issued a $25 promo code as a gesture of goodwill. You can use this code on your next Grubhub order to enjoy a discount.

  We understand the importance of reliable and convenient food delivery, and we are committed to enhancing our services to better meet your expectations.
  Once again, we appreciate your feedback and the opportunity to address your concerns. If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to our customer support team.

  Thank you for choosing Grubhub. We look forward to serving you better in the future.

  Ref: #*********  If you have further questions, please reach out via ***************************************
  Best,
  Grubhub

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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,
  Grubhub

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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,
  Grubhub

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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,
  Grubhub

  Customer 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

  More info

  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 Grubhub

  Customer 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

  More info

  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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩