I’ve had plenty of bad experiences with Postmates, some of them were the merchant’s fault, some the courier’s fault, some the app/system’s fault, some probably my own fault. This ordeal takes the cake.
I placed an order at 12:10PM, my Postmate arrives at the restaurant around 12:25PM. He waits around a few minutes until I notice I’ve been assigned a new Postmate, and the app says “Order was delayed at the merchant”. This new person isn’t anywhere near the restaurant and doesn’t start moving towards it. A few minutes later I’m assigned a third courier, closer than the last one but still nowhere near the restaurant.
20 minutes pass and they haven’t moved so I call to check if they want me to cancel or something. “Nah it’s good I’m on my way.” Cool.
Another 20 minutes pass and they’re still nowhere close. Now I’m assigned a fourth Postmate, who was great and got my order to me not 10 minutes after he was assigned to it. Of course, my food was stone cold at this point. I left him a generous tip anyway because none of this is his fault.
So I go to tell support what just happened. They completely ignored what I said in my support ticket, including my request for a refund. Told me “we’ll let the merchant know your comments so this doesn’t happen in the future”. Here’s the kicker: this wasn’t a merchant issue. My receipt from the restaurant says my order was ready to go at 12:30PM, 5 minutes after the first Postmate arrived.
I have no problem waiting an hour and a half and getting bounced between couriers if the order’s taking a while to prepare. That wasn’t the case here. The first guy left and let my order get reassigned when it was sitting right there. Everything after that I’ll chalk up to bad luck, but support has been utterly useless. Fingers crossed the Postmates_Help twitter helps me out here
ETA: And just as I posted this, Postmates_Help twitter refunded my full order plus $10. They’re great but why do I have to complain on Twitter to get the support I should have gotten thru the app...?
ETA2: I should add that I’ve lurked this sub for a loooooong while so I know how PM mistreats y’all. That’s another part of why I’m done with PM, I’ve been on the fence a while and this sealed it. All of your explanations helped a lot too, thank you!