Postmates Terrible Customer Service & What You Can Do When They Fail to Fix a Problem!

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 Postmates Terrible Customer Service Experiences

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.


Shawn Coomer
Since 2007 Shawn Coomer has been circling the globe with his family for pennies on the dollar. He uses that first-hand knowledge and experience to teach others how to achieve their travel dreams for the least amount of money possible.

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  1. I placed an order for a family meal that totalled $40, not including the driver tip. We recieved the wrong main entree and I was issued a credit of $3.51 that is less than 10% of the cost of my undesirable mea. I Postmates for a reconsideration for at least half the amount but was denied. I was also basically told via email that if do no not use the credit issued in 30 days, I lose it. So technically Pstmates resolution is virtually not refund or even a credit if I don’t ont uses. Why would I be that quick to use them again if this is how they handle their customer service? That is a consumer issue for and I will be deleting my postmates account and uninstalling the app to use another competitor. I’m also planning to share share my unsatisfied experience with family and friends

  2. i ordered from my local Indian place, it came out to a total nearly 25 dollars. The delivery driver called me stating that the restaurant gave out my order. I contacted postmates through the app, and there was a 72 hour waiting period before they could get back to me. They emailed earlier than the 72 hours but stated in the email that they could not help me. And are refusing to refund me. Never again.

  3. As I wait to see if my first and now my last postmates food order to get delivered already 30 minutes late, I am ready to cancel my membership as soon as I (hopefully) get the food. It is supposed to be in the Free Trial period. The driver texted me that the restaurant was not open and no one answered the phone. I called the restaurant and they have the order ready to pick up at the agreed upon time. Now postmates message says there is a problem at the restaurant. Since I have spoken to the restaurant, I know this is a lie. The problem is postmates. And yes, I have spent the waiting time trying to contact a non existent customer service. Wish I had checked this site before I tried them.

    • Issue with Postmates: recomend never using Postmates..


                      Now that I have a real person to talk too, I can express my displeasure with your service. I place my order at 6:17pm I received an email back that postmates and the restaurant got my order. I was watching the app and it said there was a delay in the order. I waited about an hour and still had the same message on the App. I called the restaurant and they said they never received an order from Postmates. At 8:30 there was a driver a signed to pick up the order. When he got to the restaurant it was closing. First of all it should never take 2 hours to get the order to the restaurant. Second the way Postmates handles their customer service is ridicules. It should not take 12 hours for a response on an order you placed the day before. I would expect Postmates to give me a full credit and a credit on the cancellation fee sense it was Postmates fault that the order was never placed. I will be deleting your app and using your competitor’s in the future..

      Regards Matt Atkins 

  4. I reached out to customer service because I placed an order and then immediately cancelled it. They said there would be a $2.99 cancellation fee and while that sucked I decided it was okay. Today while reviewing my credit card bill I noticed they charged me the $2.99 fee ON TOP OF the cost of goods that were not delivered (because of said cancellation). When I reached out to postmates they said because it was longer than two days ago they couldn’t refund but admitted to their mistake.
    I will be disputing through my credit card company who actually cares about their customers.

  5. This is why I wish customers could contact the driver at least for 30 minutes after a delivery. While some drivers would not be willing to help, I take pride in my work as a Postmates driver and if you were missing some salsa or needed a fork I would be more than happy to help you out, to ensure that I have customers that are willing to order again and keep me busy. The way the privacy model works it is good for protection from stalkers but it is terrible when we want to provide quality services as an independent contractor.

    • It’s nice that you are offering quality with you service. Unfortunately, Postmates could care less about the customer! They do nothing to make up for missing items and hungry people as long as they didn’t charge you for it. “Suck it up, Buttercup,” is their attitude. DoorDash takes care of issues with greatest apologies and puts their money where their mouth is! Postmates could care less if customers order again.

      • Same thing I am trying to figure out. $50 worth of food and they said we are sorry that you didn’t get your order however we can’t process a refund??? Are you kissing me? So I said well I will just file a police report on your driver bc I have a name a picture and dispute every charge ever as I never noticed that I have had an issue with every order and they gave Partial refunds to your Postmates account but I want it returned to my card be they are straight up criminals

  6. I ordered with them twice this past weekend. First order came quick and while half of one item was incorrect, it still tasted great so I didn’t care. The second time was so screwed up that well, long story short, I basically ended up with a $22.00 box of 5 snickers ice cream bars in the end.

    It was hard getting someone on the phone and the entire time the guy just said “mmhmm” over me before crediting 5.00 to my account that I absolutely will not use because they aren’t to be trusted. That’s why once these transactions post, I’ll have no hesitation over calling my bank to initiate a chargeback. They make UberEATS seem like a 5 star deliver service (when they’re more like a 2).

  7. postmates customer service is never helpful when a restaurant overcharges me.
    Sometimes the subtotal is double what it was supposed to be, and even if you email proof, they don’t care. You can’t chargeback the restaurant directly so what other recourse than to chargeback postmates?

  8. Postmates customer service is non-existent. My teenage daughter placed a food order late at night on 5/28/19 and the Postmates delivery driver (older sounding man) arrived about 12:30am and called my teenage daughter’s cell phone to lure her out to his car to pick up her food order. She refused to come out due to safety concerns, so the Postmates courier left with her food. We contacted customer service through the app and they said sometimes there are parking issues or weather issues; neither was the case. We live in sunny SoCal, the weather was clear and there’s plenty of parking in my driveway and on the street in my suburban neighborhood. When Postmates failed to resolve the issue, we contacted our bank to dispute the charge for non-delivery of the food order. Postmates provided a GPS timestamp indicating the driver showed up at our address, so the ~$30 charge was upheld. This is not sufficient because we know the driver showed up; he just didn’t deliver the food. My son paid for the food with his card, so Postmates effectively stole $30 from my son and my daughter never received her food order, and there’s no recourse with the restaurant. They clearly don’t vet their drivers. I think a class action lawsuit is in order.

    • I’m so sorry they said this to you!!!

      I live in a safe neighborhood, had all the lights on outside, lovely evening —I’m perplexed. My driver let me now she was there, and I had to go out to get the order from the driveway, too. (Reading your post raises an eyebrow; I wonder if they set that as an ok standard for drivers?)

      Unfortunately, the app only processed one item, my daughters; the rest of the order was missing after 40 hungry minutes waiting. They charged my card $46.02, stating that would fall off within three days, and the actual padded charge of $13.52 would be withdrawn within 24 hours. In other words, I’m out $59.54 until that happens, and I didn’t even get my own meal!

      Customer service is a joke. I asked for a credit or a refund to make it up to me. Apparently, I was expecting something that doesn’t exist with Postmates —good service is not in their policy guidelines!

      • I have been driving with Postmates since September 19. Last fall it was easier for us to give great service. Made sure everything was in order and always hand off at the door(I’m a woman). Since covid, Postmates lowered the base delivery fee to $2 and often keeps the tips up to a month. Sometimes I have waited at a drive through for 45 at Popeye’s or BK and then wonder if I will get more than $2. I have begun to move on with Doordash because Postmates is shifting us too. Too many restaurants staff scream their frustrations with Postmates at me when I have no control, No driver helpline either.

  9. Have been using Postmates the last couple of years… and they always seem to get something wrong or miss some condiment or utensils. I only report when things are drastically bad, like over an hour late, completely wrong order, etc. I always tip the driver, because that’s what you do.

    So, when my order today was an hour and a half late… and the only thing I reported was that my French fries were soggy mush and inedible… it was a $70 order and I only reported the $4 fries.

    Postmates responded back that they looked at my account history and saw that I had reported things in the past… so they weren’t going to refund for the fries.


    When did it become acceptable customer service to say; “oh in the 4 years you’ve used our service you reported 3 problems out of hundreds of deliveries… so, we have decided to start ignoring you.” ???

    I’m flabbergasted because I literally do not report ALL of the times they mess up because I don’t want to seem like I’m a complainer.

    Won’t be using them anymore… that’s just unheard of terrible customer service!

  10. I’m so glad I’m not the only one. I will NEVER use Postmates again. Not only are the drivers careless (ours picked up whatever bag for delivery without checking with the restaurant) probably because they aren’t paid or treated well, but the customer service is difficult to reach. We had to GOOGLE the number since it’s not on the app. I’ve now been on hold for nearly an hour to resolve our issue, although someone has contacted me through Twitter and Facebook (mostly because I was trolling them) and gave me a refund plus a $5 credit. I don’t want a credit. I want someone to answer the freaking phone.

    • I reached out to Twitter, too. No refund for me. Email contact is a joke! I was far more livid after multiple replies from them than before. I’ll never use Postmates again at this point —even if they offer a credit or refund. It’s too late!

      • Update: They replied to my diligent negative tweets and DID issue me a refund, not a credit, which would have been unacceptable since I’ll NEVER use them, again.

  11. Well, they still suck. They must screw up the menus online because three times in a row now I have chosen something on the menu and have gotten a completely different order with no full refund or new item brought to me. Today I ordered a sandwich with a side macaroni salad. Macaroni salad is fine. Don’t like macaroni. Instead of these items I just got a small sized portion of regular degular macaroni. Gross, and no full refund.

  12. Be warned this company does not care about service or train their couriers how to respond to delivery issues.

    We ordered from Zankou for a department lunch (15 people) on Postmates. When the food was delivered, there was only two bags so my coworker who went to meet the driver questioned him on the completeness of the order. The driver was defensive and said, YES he absolutely checked the order and then became angry when questioned if he was sure. When my coworker came back to the conference room with 2 bags, we were shocked to find more than half of our order not included. POSTMATES does not have a service number and you must email them with issues for an order AND an explanation for each order item. REALLY, Postmates? You messed up and order, let me spend 20 minutes filling our your forms. We contact Zankou and to their credit(shout out to Zankou), they were immediately attentive and started on the missing order which WE ran over to pickup since it’s now been 2 hours with people waiting the conference room. Postmates customer service provided us a $5.22 credit (yes, you read that correctly) which was a cucumber salad and a $10 credit. Our order was nearly $200 and they charged us $25 service fee. REALLY? What service did you actually provide? The 2 1/2 wait or making us DRIVE to get our own food?

    On principal and because I can not support a business that treats customer service like a favor to be withheld, I cancelled my annual subscription and I will definitely look to other delivery services.

  13. If there’s anyone, like me, that has been denied a refund by postmates and wishes to get their refund please contact me at
    For the record I’m not an attorney or anyone trying to offer anything. I’m just another person postmates thinks they took.
    I was a courier and a customer, keyword WAS. I refuse to deliver for a company that refuses refunds in situations that are legitimate reasons to give a refund. Postmates took my $100 and refuses to give a refund for cold food, no utinsils to eat pasta and salad, no salad dressing for salad, 2hr delivery wait (kids were asleep when I finally got my order). We quite literally could not eat the food. I was in a motel in the Disneyland area. Motels dont offer utinsils.
    I’m not sure what can be done here but I know the more people that wont accept their money being taken the better chance we will have to get our money back. Email me at

  14. I ordered pizza with Postmates two days ago (again, fell for the ‘100 dollar credit’, gave my phone number, correct address and even special instructions for the call box, when I received the message that the driver was downstairs, i literally FLEW down the stairs (this was on a cold, rainy afternoon in CA), and stood there, watching my neighbor, who was hanging open door signs for his apartment (this is relevant, wait..) after 10 minutes of waiting outside, in the cold, my neighbor, who was coming in and out of his apt., asked if I was waiting for a pizza, to which I replied YES, he said someone called him on his cell to ask if he had ordered (his cell was posted on the gate of the apartments, cause he was hosting an open house), he offered to call back the driver to deliver the pizza, (he HAD his number, since the driver called him), driver said he would come back with the order, I stood there, wet and cold, for another 15 minutes…nothing. Rang my neighbor to borrow his phone, so I could call driver myself and ask if and when he was coming, driver proceeded to yell at me, said he would NOT deliver my pizzas, and called me crazy, stating I did not answer my phone, and that is why he called my neighbor’s number on the gate..)(lies, I had my phone with me all the time, and they had my number, since they sent me the message that he was downstairs), so I messages postmates customer service, since I had not received my order, they said I would be charged, cause driver got it, and waited 5 minutes outside (another lie), so I would be charged FULL price for it, even when I didn’t get it, I of course emailed them again, threatening with the chargeback (so what, the driver gets MY food, and the company MY money? I don’t think so!) they stated they will refund my money, and give me a credit for 10.00 for my next order (yeah, right!) and then the lady proceeded to tell me “even when their records show the driver called FOUR times” (another lie, told him I too, have “records” and my phone had NO calls from them! so basically, this company and their employees attempt to SCAM people, insult them, and expect our businesses?? it’s is a HORRIBLE service, and I honestly would never give them mine.

    • I ordered food through Postmates which came out to close to $50 I go to pick up my order and the merchant proceeds to tell me they never received an order but yet I’m looking at an email that says my order has been confirmed and was ready for pickup.. I get there the employees were very rude and didn’t apologize or anything they just kept yelling out the window we don’t have any online now I’m pissed I didn’t get any food and the money was taken from my account.. I attempted to try and contact Postmates “Customer Service” what a joke this service sucks and I will NEVER use them again.. I will get my money back I will blast them on any and every social media platform

  15. I’d heard that Postmates weren’t paid well. So, I always tip 15% as standard or more if the service is great. The problem is that the couriers vary wildly. Some are fantastic and clearly make every attempt to get your order right. Some are terrible. One guy decided to take my order from across town for a burger, fries, and shake and then bicycle over. Hot food was cold, cold shake was melted. Nothing I could do about it. When you get someone terrible, there’s literally nothing you can do. When I had an issue with a Caviar delivery, they fixed the issue. I get that these couriers are a middleman between you and the restaurant, but it’s not like the restaurant will do anything if you contact them and say that they forgot an item. So it’s up to the delivery service to make sure they’re delivering what you asked them to and to make it easy to resolve the issue regardless where the failure is.

  16. This is the restuarant fault. The app had problems of accurately following someone. Stop blaming the driver you asshole get up and go get your fucking food your godamn self.

  17. To the point that many here are saying “it was the restaurant’s fault for messing up the order, not the fault of Postmates”, I can say with full confidence that Postmates behaves as Shawn describes even when the delivery stage is to blame for a messed up experience, and not the restaurant. Last night I ordered some pasta through Postmates as I was home alone working late and had allowed my wife to borrow my car (as hers is being repaired), and my food arrived stone cold and in my opinion totally inedible. The reason for this is because the delivery person drove across town in the opposite direction for several miles (I watched her on the in-app map), and I reached out to her several times asking why she was driving away from my location – she assured me that she had accepted the order but was yet to pick it up, which I thought was strange as the app literally said “out for delivery”, and I told her I’m concerned my food will arrive cold. She texted back 90 seconds before she arrived at my house saying “I just felt the bag and it is piping hot, so no need to worry”, so I figured that it should be okay, and went outside to accept it. She literally handed me the bag out of her window without fully stopping her vehicle, and drove off before I could notice the delivery was stone cold (as I had feared). By this point, the delivery person had already marked the delivery as accepted in the app, so I couldn’t cancel it either. I literally stood there in disbelief as this happened, I kind of laughed and also cursed at the same time. The pasta was so cold that the entire dish had coagulated into a brick. It was about 40 degrees F outside, and that was about the temperature of my food. “Piping hot” 90 seconds ago? She straight up lied! Seriously, had I been told the truth by the delivery person, I would have taken the chance to cancel the order while I had the chance. I can only assume that the driver was somehow trying to double or triple dip with her deliveries, and either I’m the one who got the shaft, or all of those deliveries did. I notified Postmates about the nature of the delivery, thinking they would do something about it, as it’s clearly are botched delivery, and they offered me a 20% refund. Wait, what?! I emailed them several times, and each time I got a response from a new person – they don’t have their customer support people track the conversations they reply to with the same customer support person who started the resolution, so each time a response is sent by me, a customer support specialist is looking it over for the first time every time – it’s like the “50 First Dates” of customer support. The point is, if a food delivery arrives and the food is even remotely inedible, the onus is on the delivery service to rectify the situation fully. Postmates has a standard of issuing the delivery fee back, but they don’t take responsibility for whatever the order costs beyond that EVEN WHEN the order gets ruined due to a crappy delivery. Beware, they don’t stand by their customer. They are a big corporate machine who would prefer to take your money than create loyalty and trust. They seriously suck, and I ALWAYS tip my Postmates drivers, because it is meant to be a service of convenience and so tipping is vital. Last night is the first time I have never tipped, and it was deserving. That delivery person went out of her way to mislead when she could have been honest. Postmates have lost me as a customer for sure. So to everyone who thinks Shawn’s complaint is unfounded due to the restaurant being at fault, I get what you’re saying, but Postmates don’t stand by the experience even when they are clearly to blame. Adios, Postmates.

    • Even if you had canceled the order, they still would have charged you the money and not refunded it regardless of your cold food. That’s their policy!

  18. Has anyone else had a problem not with the customer service aspect, but with recharging orders? A close associate ordered something twice and the next day there was a charge for $30 for something she hadn’t ordered. While looking through the emails, they only discovered their two original charges. Does anyone have any advice on how to get the money back?

  19. Yes Postmates is a really bad joke. I am a driver. Thing are wrong through their whole operation. They allow customers to order items which aren’t on the menu. The addresses of restaurants are wrong, or the kitchen is closed, different hours, or it is no longer operating. There are spelling errors on the menus, not to mention prices are wrong, Postmates advertising lower prices than the current price. I’ve been told by some restaurants they don’t want to work with Postmates anymore, yet months later they are still on the Site. There are articles online about that issue. No one to call if a driver needs help. Oh yeah, they don’t even update the insurance or registration info for their drivers. THIS COMPANY IS ROTTEN !!!!

  20. There is a lawsuit Google posmates cash payment.
    I tried Uber eats and was better. By next year Amazon eats will be in the mix and Postmates will be gone. If you Google Postmates CEO customer response you can see how the fish stinks from the head down
    Never again after 9 orders.Giving me $5 on $50 order is such a joke.

  21. Sorry you experienced this. I worked for postmates for a brief period along with my room mate. It was a horrible experience for me due to all the cancellations and issues with payment. Then throw in their terrible path navigator and zero support for deliveries on our end as well, it made me quit fast.

    PM has a notes section where you can add notes for the driver to see. I recommend leaving notes on there for the driver to review because some are in such a hurry that if there are no notes they won’t bother to have the courtesy to text/call you to ask if you want dressing. In my opinion your driver should have had enough sense to notice there was no dressing and contacted you to ask if you wanted any. That is what I would have done anyway.

    I fully understand why you quit them and I would recommend people to use ubeteats or something else.

  22. I just had a really bad experience with Postmates. After waiting for an hour for my food, I couldn’t get ahold of the driver. Don’t even waste your time downloadkng this app!!

  23. I just reported them to the FTC. They fraudulently update my order total by substantial $ after I’ve already received the items. So you end up getting incorrect order and on top of that they update and charge you more. And then to add insult to injury they ignore your emails and you have to create a Twitter account to contact them further. And, then in Twitter they smugly argue with you despite evidence and refuse to make things right!

    Tell me what company would possible cause that much problems for their customers? Probably one that’s either making money fraudulently or one whose going outta business soon and no longer cares.

    Either way, One order is all it took me to say goodbye and open a claim. Some of you people here are enabling these type of behavior when you either continue to order from them after the first mistake has been made, or when you fail to file a claim to get your money back. What that tells postmates is that you are ok being treated however way they see fit.

    • Hi Ari,

      With them its not uncommon to see authorizations greatly in excess of the actual order amount. Invariably that authorization drops off and the actual charge appears. BUT , there can be many other problems with them !!!!!! Their customer service -if it can really be called that – is an absolute nightmare!

  24. I’m done with Postmates. I had the same issue where, in separate instances, part of my order didn’t arrive. I submitted a notice via the app immediately and both times they told me there was nothing they could and would credit me the cost.
    I’ve ordered from their competitors and caviar and door dash actually sent the driver back to pick up the missing items. That is the level of service I expect from a food delivery company. They have a reputation for treating their drives as bad as they treat their customers. So done!

  25. Hi there, I’m actually one of the couriers for Postmates. Now back when I started working for them a few years back, they had not only customer service support, but also job support for us. However in recent times, it looks to be like they no longer have either. However, I personally go out of my way to make sure that not only is the customer getting what they ordered right from the start, but that the food is piping hot as well when I deliver it. If there’s anything wrong, I’ll personally go out of my way to make sure that everything is corrected. I work out of San Francisco, and that’s where I made sure the customers are also happy with the service. Personally I don’t know what’s gong on with the internal workings of Postmates, but I’d love to find out.

  26. i sense a business opportunity disruption in the force…

    To a neighborhood near you… NINJA-MATE. so fast and accurate, its deadly.

    better watch your back poopmate.

  27. Don’t worry guys. They’re starting to out source their customer service department to other countries and are slowly shutting it down here in the States. Things should improve


  28. Postmates is very popular at the upscale BBQ I work at. Most of the time, togo orders are handled by either a Togo employee during peak hours, and bartenders at all other times. There are a few things that happen on the restaurant’s side that might explain frustrations with postmates.

    Sometimes the volume of Postmates is so high that the calls clog the system for regular call-in orders. Postmates outsource the operators (as of about a year ago if I remember) and often there is a language barrier which might cause confusion to the person taking the order. The operators have a series of scripted responses including “This call is being recorded” as soon as you pick up the phone.

    Orders are sent out to the driver closest to the restaurant, so on a busy Saturday night 5 or 6 Postmates can be seen congregated by the end of the bar, holding their Postmates branded insulation bags and arriving as soon as the order was placed, even though the quoted wait time might be 25 or 30 minutes on weekends. This, along with our regular togo customers who usually arrive around the quoted time, creates tension and causes us to be very busy.

    We have a number of protocols including double checks and showing the customer each togo box before sending the items off. This helps us reduce mistakes, but also adds time to how the order is produced. So a 12 plate order on Sunday before Game of Thrones might actually take 30 minutes to assemble boxes with garnishes and sauces, label all boxes, get the boxes double checked, and lastly show the items to the customer.

    Lastly, unless you become friends with the regular Postmate drivers, Postmate orders do not tip, because the tip goes to the driver. No matter the restaurant, tremendous work is done by the people who actually assemble orders, whether it is a Togo employee or a bartender, who obviously has to juggle making drinks for the restaraunt and entertaining bar patrons. As soon as the order is taken, we know it’s a guaranteed no tip for our efforts. So, a person really has to take pride in their job to do it right, even when they know they won’t be rewarded for it, even if it is technically their job. Remember most employees at a wait staff restaurant earn a minimal base pay and work for tips entirely.

    Menus on Postmates are often incorrect or past versions. When restaurants contact the corporate office, Postmates says that we can pay an annual fee (I believe 300 is the basic) to become a Postmates Partner. These partnerships allow the restaurant to upload correct menus and some POS systems load the orders automatically and have a call in system in place for drivers. Our restaurant gets so much togo business, we did not feel the need to pay money to get more. So, we pay the price by having an old menu and dealing with frustrated operators that work long hours and drivers that arrive way early because they prefer the call notification available for premium memberships.

    I hope this offers a new perspective on the middleman known as Postmates. It is useful for many reasons when you can’t leave your house, but the system flaws are obvious for customers, drivers, and restaurants alike.

      • I was a new employee and I had a good review until the other nite. I had a terrible drunk customer who accused me of having someone in my car dropping them off, I went home to use the bathroom. I thought I was going to have to call the police. SCREW POSTMATES.

    • Not all drivers do it, but the restaurants that I know take pride and make sure all my food is correct, silverware and sauces are included etc. When I get good tips from them I kickback to the folks who prepare my order. They save me tons of time at the pickup by having everything all ready to go without me scrambling for drink carriers, sauces, ketchup packets etc, and I appreciate that so share my tips with them. There is no rule for this but those restauarants that know me also look out for me and my stuff is usually ready before other drivers.

  29. I am a part time driver for Postmaster for now and if it says that the order needs sauce of some sort I always tell the restaurant and they put it in the order.

  30. I’m a postmates driver in DC… There is a lot of construction going on in some areas. When you order items that need to be delivered in a congested construction area… PLEASE come out to get your items. Sometimes parking is unavailable and the parking authority are ruthless… and one more thing…. TIP YOUR DRIVERS!!!!

  31. I use postmates often – to feed my daughter when I’m working late – and love the service. I like that I can see when the delivery is near so I can be on the phone when she answers the door. We’ve had lots of issues with orders being canceled and sometimes wrong orders or missing items. One time the driver went back and got the correct items. Postmates credited my account for cost of the food so I tipped it to the driver. I always tip and recently realized that even though I’m tipping 20% on a $13.00 order that’s hardly worth 30 minutes time for the driver. I now just add on by amount and not percentage. I love Postmates even though the process doesn’t always work great.

  32. I have worked for Postmates and 99% of the time I get a tip. I always get tipped because I text my customers if I have issues or questions, I read their special instructions, and I open the bags and check the order. I also bring everything the restaurant will give me for free: napkins, silverware, ketchup, plates, mints etc. I also talk to my customers when I hand them their food. I routinely get a 10 to 30 dollar tip at least once a shift. I can easily make 100 dollars with 10 dinner deliveries in maybe 4 to 6 hours. The problem postmates has is the same problem all employers have, crappy employees (or in their case crappy independent contractors).

  33. If you think their customer service is bad, their support for their drivers is even worse – in many cases, non-existent. Having driven for them for about 9 months now, their changes to the platform consistently take away features that help us drivers, which (go figure) decreases the quality of the services we provide – it has become increasingly evident to me that they don’t care about this fact.

  34. I’d keep my cool over something like that and give them a one-time exception (I’m pretty sure that you will get the dressing next time you order a cobb salad).

    In regards to the high delivery fees, it’s a premium service so you should put aside some cash for it. Where else can you get McDonald’s to your front door or get an order thru a restaurant out of range?

    I’ve dealt with their customer service, and they are definitely more accommodating than the norm.

    • Glad you have had different experiences with their customer service and I am sure the experience largely depends on the area/driver you get. I did have two issues and both times their response wasn’t up to par. I also agree that it is a premium service and they charge for it. Even more reason they should get it right or fix it. Thanks for your comment!

      • Oh I totally agree! There’s lots that Postmates can do to make the situation better! But until they do that, their fleet is left with this mess, and the typical result is far from customer friendly.

      • I get where you’re coming from since the missing ingredients make-or-break your orders. I guess I view Postmates as such a luxury to have that I generally overlook these mistakes.

        Don’t give up on Postmates. They do a great job of getting quality delivery people and customer service reps.

  35. The problem is that Postmates is JUST a delivery service.
    Your problems are valid, but it’s kinda like yelling at the Post Office when part of your Amazon order is missing.

    You can contact the restaurant directly and see what your options are. And 99% of the time, the issue IS the restaurant. Postmates just picks up the bag and hands it to you. They also, usually, ensure cutlery, napkins and straws are included as you need… But if anything is left out it’s a struggle.

    In Los Angeles, a Postemates driver may earn $4.10 for your delivery. That’s it. On top of that, most people forget that a huge portion of these guys’ income comes from your tips. In order to make rent, pay your car bill, keep your phone and lights on, you have to do deliveries non-stop for 10-14 hours a day. Maybe breaking for lunch or something between lunch and dinner rushes.

    Now throw in your forgotten item. Your delivery guy is already on his way to another delivery (or whatever). Postmates isn’t paying another delivery guy $4.10 for salad dressing or salsa. If I delivered it to you, and it was forgotten… that is literally time and money off of my day because I now have to go back and get your salad dressing.

    So, as a driver, that leaves me with 2 choices: Ignore the missed item and move on. Or go back and get it, not get paid for the delivery, (chances are) not get a tip for the delivery, AND miss out on 1-2 more deliveries to make up for a mistake that was more than likely made in preparation.

    It sucks – BUT your best option is to work it out with the restaurant. Postmates doesn’t pay people to make up for these mistakes. I wouldn’t deliver dressing to your door for free if it was someone else’s delivery’s mistake… and, as messed up as it sounds, I also don’t get paid if I or the restaurant messed up the order.

    If we got paid better, or more than 30% of the customers we actually service without issues left any sort of a tip, I could see taking a hit for the team… But in Los Angeles, there’s no time for it.

    • Hi Fronda. I definitely understand your point and don’t know a solution. It is always frustrating to hear that drivers aren’t being paid a decent wage. My only issue with Postmates claiming to just be a delivery service comes when they are fully integrated with a business. For example for these restaurants they have the full menu online and I ordered just like with Grubhub, Eat24 or any other service. I understand the driver is just picking up and delivering, but from the customer perspective the order should be correct. This issue is obviously on how Postmates communicates their role. Thanks for the insight. It is truly appreciated.

      • Oh I totally agree! There’s lots that Postmates can do to make the situation better! But until they do that, their fleet is left with this mess, and the typical result is far from customer friendly.

  36. 2 family members both do deliveries for Postmates. They are both very dedicated to doing a good, conscientious job. They have been frustrated by the fact it’s very hard for drivers to get any kind of help anymore from the company. Also I have an issue personally .. almost all customers do not tip the drivers. Ppl tip pizza carriers but not these guys. Why? The company doesn’t tip ppl… and sometimes a driver will spend over 40 min. doing someone’s grocery shopping. If a Postmate does a good job.. a tip would be so nice !

      • Yes drivers do see the tips through the app. Both cash tips and tips on the app are appreciated. At least I do 🙂 thanks to the awesome tippers. It’s crazy how often we fill up or cats with gas. I’m at the gas station every two days and I have a 4 cylinder Ford fusion.

    • I too drive for postmates. I like to keep good communication with the customers. I haven’t had any complaints or negative feedback since I’ve been delivering since April 2017. I appreciate all tips I get. I too am a tipper. But thanks to my boyfriend I don’t expect tips. Cuz apparently I chose this job. But it’s not like we get hourly. So tips would be nice. I love being able to deliver things to people that aren’t able to get it themselves. And I always do it with a smile. Not all drivers are unreliable. The postmates site communication. Sucks. It should have a chat feature. For customers and drivers.

    • The frustrating part is the app actually nags you to rate and tip your driver. You cannot place another order until you do.

      Which means the people not tipping either never use Postmates again, or are actively choosing a $0 tip. And, as you said, for someone working that hard for your food, it’s a bit disappointing.

      Heck, I once had a super-specific, vegan Taco Bell order. Spent the time to make sure it was accurate. Even had to have them make it again because one product had meat in it. The customer called me repeatedly to ensure that I understood the order and that it was accurate. She even promised a decent tip for all the trouble. Of course, there was none to be found – and all that work for $4.10.

      Sometimes the lack of help we get from Postmates combined with the way a majority of the customer base treats us is soul-crushingly terrible. It’s the reason I’ll never use the service or work for them again.

  37. I ordered something from them once. One hour later, when we were all starving, we received a cancellation notice saying that they could not locate any drivers to pick up our order. #DeletePostmates

    • Sometimes customers order from restaurants that are packed or have extremely horrible parking situations. And being a postmates courier myself, I never feel like the 4 dollar base pay is worth the hassle. Especially since the customer doesn’t put that fact into their head and later factor it into the tip. Usually very little to no tip. Sometimes I do cancel the order if those circumstances arise. But most of the time, the customers ordering don’t think of that. They just figure postmates does this, so do it. I’m not saying this is what happened with your order, but there are issues that drivers have that the customers are aloof to.

  38. You can file a chargeback but they have every right to ban you from their service. It seems like their service has value to you so id caution you to be aware this could be a potential permanent break-up

    • I also experienced terrible customer service more than once and finally decided to dispute the charge with my bank. because of that, Postmates froze my account it was a good thing because I was spending entirely way too much money with them. I get by just fine without them and have not missed their service at all.

      • Postmarks is the worst. They have the worst customers also. I had a terrible experience with a drunk man here in Studio City California. I was doing deliveries and went near where I live to use the restroom. I was told by the customer I went to drop someone off on his time. Four dollars please. Door Dash needs to go out of business.

  39. They are a delivery service, like Seamless. They delivered the item on schedule. It’s the restaurants you ordered from that messed up the orders. I think the issue is that you perceive them as “a mix between Uber and Grubhub”, which you translate as them being responsible for both the food being right and the delivery being on time. They are indicating it’s only the second part they are responsible for. As far as the restaurants and the food they deliver, it’s right there in the Terms of Service section 5.1 that those are third parties whose products they are not responsible for. Would you expect UberEats to fix issues with the food they deliver?

    In fact, they go further and indicate they are just a service connecting you to willing delivery drivers, but they do seem to take responsibility if any issues arise with the delivery bit.

    • You are correct in what they are asserting their role as, but the truth is far from that. They have the restaurant’s full menu integrated onto their site. Basically they want customers to think they are a fully integrated service, but when things go wrong they seem to hide behind the “we are just couriers” line. And yes, when I had a minor issue with Uber Eats they corrected the problem. I don’t expect them to be responsible for the quality of the food, but they should ensure everything that was ordered is in the bag.

    • For real. It is not postmates fault the restaurant messed up the order. You don’t want your driver going through your stuff with unwashed hands to check everything either. If it is really important, like the salsa, text your driver before they pick up the order.

      • The real issue is that Postmates has restaurant menus on their site without gaining permission from the restaurants themselves. The restaurant has no control over what the customer is ordering through Postmates. For example – if you search Fuddruckers on Postmates – you will see a burger called “The Tex Mex”. This is not a burger Fuddruckers even offers. So when the driver drops off a burger that Fuddruckers doesn’t even offer – how did the restaurant “mess it up”?

        If the burger is wrong, cold, etc. – the restaurant has no control over what was ordered or how long it took to get delivered. Postmates conveniently gets to say that they are just the delivery service?

        Avoid this service – at least from non-partnered restaurants!

    • Jig, that’s true enough, often times the restaurants do blow it. It’s just a simple fact. That said, there are actual problems with Postmates . The reality is this: Postmates provides no real time customer service for persons placing orders. Cancellations -as just one example- when necessary can become an absolute nightmare even when using the very system Postmates provides. Its as though Postmates has done everything possible to make direct customer contact with them IMPOSSIBLE. I really could site example after example of real world happenings but I am just getting madder by the second. Sorry.


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