December 2012

as posted back on December 2nd, 2012 we talked about a restaurant that is listed on just eat
that is not one I’ll be dealing with anymore.
It’s been awhile, and things have come to light.
I continued working with just eat to bring this resolution to a close, and as of December 3rd, 2012, the following was completed.

a complete refund of the order at the expense of the restaurant was issued
a confirmation of the punishment served was requested, but as of today, the person we need to get this confirmation from is on vacation.
I was told by just eat that a letter normally would be sent to the restaurant, and a fee assessed against the restaurant. We won’t know the extent of this action until the person that is responsible for this is back from vacation

so we’ll see where this goes.
But it’s nice to se even 10 days after the problem, just eat is still committed to their customers, and will follow up with a complete resolution to the matter.
I’ll post more later as we know more.

Please note, this is in no way against just eat, absolutely and utterly not, they’ve been the rock in this whole fiasco and there just as in sensed as we are.
Over the past nearly 2 years I’ve taken a distinct pleasure in being lazy, and just forget cooking on certain nights, and hitting up
just eat
hammering in the postal code for wherever I happen to be, sorry Americans no go for you, picking a restaurant, ordering what I want, paying via credit card or interac online, and in about 45 minutes, voila, food.
Fast forward to tonight.
We’ve got a couple of kids, and 4 adults to feed, so who wants to cook for 5 people on a Saturday, if your answer was absolutely not us? You’d be correct! Tell them what they’ve won, Johnny!
OK, never mind that.
So we hit up just eat, banter around some ideas, finally make a choice, punch in the order, have a small argument with interac online because it liked to throw 500 errors, won the battle, tells us the order’s gonna be there at 20 to eight.
Ok, whatever. sit, spin, who cares.
order delivery time comes and goes. OK, maybe someone got lost. Ring up just eat. They call the restaurant, driver got lost, here, have $10 off your order we’ll be there in 5 minutes.
Five minutes comes and goes, so does ten. so does fifteen. we head for I think it had to be half an hour. Hey, look who’s here, the delivery driver!
I answer the door; this guy barely says two words to us. he hands me the drinks, I hand it to
this person over here
and turn around, and the guy’s already shoving the pizza at me. Instead of handing them to me one at a time, first the medium, then the extra-large, he shoves the extra-large at me, with the medium on top about to fall off.
OK, get them out of the way.
Then the driver wants me to sign the debit receipt. That’s right ladies and gentlemen, sign the debit receipt.
OK, I didn’t know what it was at first, so I ask him what it was I was signing, he never tells me.
I sign it, because at this point, I’m internally like, I want you out of the doorway and off this property.
please note I only find out that it’s the debit receipt I signed during subsequent conversations with just eat.
My first reaction is to call the restaurant and outright beat them over the head with their rude behavior. But take 30 seconds and breathe, then decide, let’s do this the right way, contact just eat.
SO I hit up there live chat system, explain the entire situation, please note I got the same rep I got on the phone, so he goes and rings up the restaurant to find out what in the name of all things squeaky and fuzzy’s going on.
They can’t tell him anything because they want to talk to the driver.
Ok, whatever, I know how this is gonna go down because I’ve been here before when I dealt with delivery places before directly, and I tell the just eat chat rep this straight up. You know they’re gonna deny it, the customers blind, so they’re gonna deny deny deny deny anything was wrong. Also during this chat, I said that I felt $10 off the order wasn’t enough for the now larger issue and that a complete refund was in order.
He says can I call you in 45 minutes. I need to talk to the restaurant about this, etc. Sure, I’ll go eat, you call me.
While you’re eating, I’m gonna put this complaint to my supervisor and account manager that is the head of our company.
Fast forward about an hour, 20 to ten or so.
He rings up, and of course I’m write, again. Restaurant says there wasn’t anything wrong, they weren’t going to issue a refund, he was polite, yada yada, I call complete bull. sorry, 4 adults say you’re in the wrong, now, let’s go.
Ok, I was more polite then that, but believe me, even just eat knows there getting tossed around.
so after that call, I end up finding the e-mail from the rep. Names of employees are removed for privacy reasons.

This restaurant delivered this order almost an hour past the delivery time, the owner said it would be there within about 5 minutes when it was 30 minutes past the delivery time. The customer came into chat about 20-30 minutes afterwards and the order had still not been delivered. The owner told me again it would be there within a few minutes and offered 10 dollars off. The order was for small children and the main customer who the account is under is blind. The delivery driver came with the delivery about an hour past the delivery time and was rude to the customer, asking him to sign the receipt for a debit order which I assume confused the customer and shoving the food into his hands before he could pass it to other people helping carry the food. There were multiple other people there as well including the customers girlfriend who can potentially confirm this. I spoke with the staff and owner there regarding this and they were unwilling to do more, stating that their delivery guy was the nicest one they ever had and there was no way he would act like that. The owner called in later and was combative, threatening to leave Just Eat and asking for my full name and seeing if I had an employee code, saying he’s been in this business forever and knew more. This will need to be resolved fairly quickly as all the parties involved are quite upset.
Thanks,

Let me just say this, if I were just eat, amato’s would be dumped so fast and I’d be refunding the customer in question completely and telling the restaurant that these are the consequences.
I’m not them, so that’s not how it rolls.
I can dream, can’t I?
lol.
Later on, a Just Eat rep calls me back and tells me they talked to more of their staff, and there upset over this issue, and they want to give me another $10 in credit to use against any future order from just eat as a thank you for my patience and an apology they can’t resolve this until Monday.
They send me the $10 credit.
SO as a bit of a thank you I send this.

I’d like to take this opurtunity to thank all involved with this situation for working with myself to bring this to a satisfactory resolution and to hopefully get a full refund of the order in question.
I understand your just an intermediate company, but that’s no reason for this restaurant to treat your company, or your company’s customers like they’ve done tonight.
Amato’s treatment tonight of myself, and the rest in this household, is in no way a reflection of just eat or it’s employees.
Your willingness to keep in constant contact regarding this issue as it heads for a resolution speaks volumes for the level of customer service you want to see from both your own employees, and the restaurants you promote and serve.
If anyone has further questions, I can be reached using the information below my name.
Thank you for your time and attention.

We’ll see how this turns out, and I’ll post another entry when I know more.
Of course, the comments section is always available for you to give your opinion. Were we in the right to be pushing this as far as we are? Or are we all completely off our rockers. Let’s hear your thoughts.
See you next time.

Archives for December 2012

an update to: unimpressed, that’s the nicest way this can be put

unimpressed, that's the nicest way this can be put