This company seems to have their stuff together but they very sadly don't. My job hired them to deliver meals for a special event. It was virtual, and we wanted our guests to be able to enjoy something tasty while they were engaged in the event.
It was a 4 course meal with a cocktail included. They were given the anticipated menu items well in advance. These people promised all of the meals (about 21 total) would be delivered between 3-5, but at the very latest, 5pm. Our event started at 6 and the meals needed to be delivered on time because our cocktail demo was at the start of the program.
Unfortunately, the execution of this plan couldn't have gone more wrong.
We were notified that they picked up all of the meals at 10:30AM.
1. 7 of the 21 meals weren't delivered until AFTER 5pm. Personally, my meal didn't come until 7:30! Mind you -- the event ended at 8. It's was 2 1/2 hours late! How do you have someone's meal for 8 while hours and STILL show up late?
2. When we noticed some of the meals weren't arriving (our guests were reaching out to us) we tried to call the company. You would think if they were running late or experienced issues with the deliveries they would notify us at least -- nope. On the first call they answered and explained that some of the meals were leaking and their drivers had to find new bags. It was collard greens. Which they knew would be included in the bags. I used to drive for Uber eats and we were given tools to help prepare for situations like this. I would assume an experienced food delivery service would also prepare for potential risks like food spillage but, nope.
3. As a result, several items in the bags that spilled were thrown away, another detail they never mentioned to us. So half of the meals were delivered with missing courses!
4. As the night got later and later with several meals still undelivered, we called again for another update and this time they stopped answering the phone! Seriously? It was so embarrassing trying to explain to our guests what was happening. And the utter lack of communication for a client who at that point, had already paid IN FULL for the service, was unacceptable.
5. When we did finally get ahold of someone several calls later, they explained only 2 drivers were making our deliveries, which was also causing delays. 2 people? Handling 21 orders in 2 hours and they thought this would be feasible? With traffic and rush hour timing? This was INCREDIBLY poor preparation all around.
6. At this point, we planned to have a conversation with them the next day and emailed to set up a meeting. Sam got back to us and basically said, yeah we can meet but how about we just offer you 75% off any delivery after 6pm? Like seriously? We don't even get a chance to express what the issue was? You knew you screwed up THAT bad that you didn't even want to have an In-person (virtual) conversation? By the time he responded, We hadn't even received an APOLOGY. Was our business just so irrelevant to them, that they didn't care what we had to say or have a genuine interest in preserving our relationship for future business opportunities (which we had several of)? Wow.
We pushed back and were able to get a more reasonable solution, however we still have yet to receive our money back. First they said it would go on our card we paid with, then they said we would get a check instead because something was wrong with their payment processing system.
Overall, this was the most ridiculous experience we have ever had with a delivery service and gave absolutely zero intent of ever working with them again. Their lack of accountability, communication, and preparation was truly despicable. If you're looking for a food delivery company in Seattle, there are several more professional options who will actually do what they commit to doing. read more