ComplaintsforZuppler

• Initial Complaint

  03/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 26, I placed an order for a restaurant called ** **** using Zuppler. After being told by the restaurant this order would be refunded upon cancellation, they stated they could not find my order and to call Zuppler which I did but they never called me back. I will need the funds back for this unfifilled order or I will have to dispute this with my bank. My order ID is ********

• Initial Complaint

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  - date of transaction: 10/6/22 - order number ******* Order# **f06e98 - order number zuppler: **** - we ordered delivery but it never arrived - never received a call to indicate an issue - called the restaurant after waiting 2.5 hours and they said it had never been picked up - called zuppler multiple times over an 1.5 hour timeframe asking for a refund, but they would not pursue it. Saying that they were waiting for an update from the restaurant - from our previous call we already knew the status and told them, but they were adamant about waiting for a callback - we asked if they had a process for if they never get a call back and they didn't indicate there was one in place - a large amount of the payment went toward delivery fees and tips, which was never completed and is now moot due to the amount of time - so we'd like a full refund for the order amount and delivery fees ($87.26)

• Initial Complaint

  10/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order at ********************* on Oct 12, 2021 for delivery and I never received my order. My order was either stolen or the delivery driver had I hard time finding my location but the driver never contacted me and when I contacted the driver there was also no answer. I have a doorbell camera and upon looking at the video the driver actually did steal my order, the driver pretended to drop off my order then took my food away. I mentioned this to Zuppler customer support and I also sent the video proof and they steal denied giving me a refund and that is not fair because facts and evidence are very important and I just want the business to do right by the customer. My order # is ******** They are really against providing me a refund and they were being very rude to me.

• Initial Complaint

  06/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company handles complaints for ******** ******. We ordered a pizza and 2 hrs after ordering, had not received our food. Called the company ant they refused to connect us with a manager and referred us to zuppler. When I called them they also jerked us around and refused to connect us to a manager for a refund and was told they dont have the technology to put us on hold and call a manager for approval. Both companies had the same answer. Refused to issue a refund without manager approval, but refused to connect with a manager or put us on hold.

  Business response

  08/03/2021

  Greetings ***************;

  
  

  We are happy to respond to this complaint.

  
  

  After reviewing the order and checking the call logs it looks like this customer was impatient and somewhat aggressive. Our CS agent received a call from the customer, she stated that the order was late and was demanding a refund. He calmly told her that he would have to check with the delivery service and call her back. She demanded her refund right then and there and he again stated that he had a process that he had to follow and that he would have to check with the delivery service and will give her a call back. She was angry after that, saying this is BS and said if she did not receive a call back she would contact the BBB. 

  
  

  Our agent then called the delivery service, received approval for the refund and called her back within five minutes letting her know it was refunded. He kept his cool throughout the conversation and gave the customer exactly what she was after so I'm not sure why she felt compelled to go to the BBB. 

  
  

  We are happy to provide call recordings if deemed necessary.

  
  

  Thank you in advance for rectifying this situation.

  
  

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

  
  

  Zuppler 
  

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

  VP of Admin & Retention 

  Call: **************  

  Web: www.zuppler.com

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

  Customer response

  08/03/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the only reason I became aggressive and impatient is because the person I was talking to kept saying he couldnt do anything and wouldnt transfer me to anyone who could. Only after I became impatient and angry did any kind of help happen. Magically he could get the refund processed and could finish things up. Before that he was absolutely not helpful. Saying he was not authorized to do anything. But after I got mad he was. 
  

  This issue can be considered resolved. It does not need to go any further.
  
  Regards,
  
  ***************************

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