Postmates Terrible Customer Service Experiences
Postmates is a delivery service the aims to get you what you want without you having to go get it yourself. It is sort of a mix between Uber and Grubhub, although you can order a lot more than food. Basically, you order something and a Postmates driver picks it up and brings it to you.
A Google search for “Postmates Customer Service Issues” will deliver a number of results showing that this company often fails to stand behind their product. From their misleading “$100 in free delivery” promotion that only counts towards delivery fees and not the actual cost of anything, to issues with deliveries, the problems are widespread.
I have used Postmates a few times over the years with mixed results. With that said, I hadn’t needed to talk to customer service until recently and when I did it turned out to be terrible.
Contacting Postmates Customer Service
The first issue arose when I was visiting Arizona a couple of weeks ago. My wife and I ordered a Cobb Salad and some other food from a local restaurant since we figured it was easier than dining in with the baby. When the food arrived, there was no salad dressing. 🙁
Hoping to get this resolved, I quickly emailed Postmates (no chat option exists as far as I know) and it took them about 10 minutes to respond. They said there was no way to get what I ordered, but they gave me a $5 refund. I had a $14 salad with no dressing, but I got $5 back. I responded that I didn’t want a refund, but wanted my dressing. My subsequent emails simply were ignored. As in they never responded.
Fast forward to a few days ago and I had a delivery credit to use so I decided to give Postmates another try. This time I ordered some Mexican food. To me salsa is as important to the Mexican food experience as anything else, so I asked for a specific type and quantity of salsa this restaurant provides in three different places on the order. Of course the order arrived and there wasn’t any.
Once again I contacted Postmates and asked for my stuff to be brought, but this time they simply said they have “no hand in the preparation” and thus weren’t responsible. They said I could place another order and wait for it, but how would I just order salsa? If I ordered more food because my current food was cold, then I would have to pay for it. Crazy.
Challenging the Credit Card Charge?
While I am not sure if my situation warrants this, challenging the credit card charge is a tool at your disposal if Postmates fails to deliver on what you order. In most cases they are charging you for a very specific order and if they fail to deliver that order correctly and/or fail to fix it, then I feel it is absolutely right to dispute the charge or at least the part of the charge that pertains to the mistake.
If you decide to dispute the charge make sure to keep your emails with customer service as evidence that you tried to resolve this issue with the merchant. The bank may want to see the emails if Postmates fights you and they probably will.
Considering the often absurd delivery charges Postmates levies on customers, their customer service simply is unacceptable. From the lack of a live chat, to no real resolution, I think I am done with this company since they simply aren’t reliable in any way.
Have you had an issue with Postmates? How do you feel about disputing a charge when an order is missing items or is incorrect? Are there other similar services which have been better? Share your thoughts in the comments.