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A disaster
I’ve used Waitr a handful of times and I haven’t had many great experiences. Recently I ordered food from Subway and it took almost 2 hours to get my food. I called subway twice and they let me know the order was ready to be picked up even though it still said “preparing order” on my app. I tried to reach out to customer service multiple times and never got a response. The order was placed at 7:41 the food was picked up 5 minutes before the restaurant closed at 9pm and still didn’t make it to my door before 9:30 despite the restaurant being so close.
Naturally I ordered food from a different subway thinking there was a technical issue and I would get refunded because it didn’t look like my food was coming. My mistake. I placed that order at 8:30pm and that order wasn’t delivered until after 10pm. (The restaurant closed at 10pm) I again reached out and got no response from customer support. I left my number and email and they’ve emailed me twice asking for my information but never responded when I replied.
I ordered with them a month prior and only one of the two items went through so I got my food but my friend didn’t. I will surely just go pick up my food in the future. The headache isn’t worth it.Show lessBets-Rod890123
Developer Response
Hello Bets-Rod890123, we are so sorry for the delay in delivery and for our customer support not responding. Please feel free to email us at reviews@waitrapp.com for assistance. We are happy to help!High Fees
I have used your app for awhile and over the past year or so the service fee and delivery have been increasing to ridiculous numbers. I tried to order from a restaurant and the food itself came out to about 60 dollars. However when I go to complete the order the total goes up to about 90 dollars. I had a 10 dollar service fee and 9 dollar delivery charge. And on top of that the app still requests a tip for the driver. Now I am a good tipper usually tipping 20% even on delivery but with the high service fee I am discouraged to leave a tip which is unfair to the driver when they are the one actually doing the physical work for the delivery. I am happy to leave a good tip but am unable to due to the extra 19 dollars in fees. I will continue to check but if fees continue to be so high then I will be unable to use the app. I believe the service fee should be around 3 or 4 dollars unless somebody is physically picking up a phone and placing my order for me.Show lessN3WIph0n3Us3r
Bad customer service
I use this app like two or three times a week and I don’t have major problems but I just don’t like the way that their customer service is set up I ordered food yesterday and I didn’t get one of the drinks that I ordered I asked the driver did they give me another drink or just one and he said they just gave me that one so I said I ordered two and he basically just shrugged and said oh well they just gave me one so what was I supposed to do just let them keep my money because I couldn’t get in touch with anyone over the customer service chat and then two weeks ago I ordered food and they gave me the entirely wrong entrée and then I talk to someone about it and she said that they would give me an option to choose a refund or get credit on my account and I told her I wanted the credit on my account and then I guess she just ignored that and said OK well your refund should be on your car within 3 to 5 business days which I never even got the refund this is not rightShow lessRenaeeTheG
HORRIBLE SERVICE
I do not suggest this app at all. If I could give it 0 stars I would.
When I say service, I mean customer service. I accidentally place two orders back to back because the app froze. I contacted customer service through their chat and they 1) couldn’t cancel it on their end. Had to try to call the restaurant to cancel the second order. 2) said because I didn’t catch the mistake in 5 mins I couldn’t get a refund. 3) weren’t understanding. I wasn’t asking for both orders to be refunded. Just one cause I wanted my food still. But they weren’t understandings treated me like I was trying to finesse their system when I genuinely accidentally place two orders. Do not use this app. There are so much better ones. Their system is obviously out of date or old or something because it is ridiculous that they didn’t have the power to cancel an order when superior food delivery apps do. Ended up paying $50 for a $25 order. And it’s not like I can save the second order for later... because it won’t be good later.
I do not suggest this app at all. Will not be using again.Show lessQuiana28
TERRIBLE SERVICE
I would leave zero stars if it was an option. I ordered food to be delivered and it never showed. I contacted customer service and spoke with two different people only to be told I could not receive a refund for food THAT WAS NEVER DELIVERED, and was never given an explanation as to what happened to my order. So I paid for food that never came AND the customer service people did NOTHING to assist me in any way. They condescended me about if I had checked my front door, as if that isn’t the first place I checked after I checked the app and saw my order was marked as delivered. I immediately messaged customer service but was only told “no refund available have a nice day.” THEN I saw my neighbor a few houses down and he explained it had been dropped off at his door step so he ate it. Which made matters worse because I left a detailed description in the delivery notes that we live in a PINK house and even detailed the cars in the driveway. His house is completely WHITE and does in no way shape or form fit the description of the house I left. So over all, customer service could careless, dont expect a refund for food that disappears or explanation, and the drivers are terrible.Show lessMarbleGlint
Excellent Service!!!!
I have a very busy life as an RN Supervisor, especially with the Covid 19 Pandemic. My husband is handicapped and when I am home, my work is never done.
I use Waitr a lot and the few times my order is not perfect, I just text Waitr and within 10 minutes, the problem is resolved. The delivery crew are fantastic, friendly and eager to please. I alway tip them on my credit card and am assured that the driver gets my tip.
Waitr is the only food app I use because of their superior customer service. It is the perfect solution to my busy life and my husband loves it too. He is on a Renal diet secondary to cancer of his kidney. This diet has many restrictions and I frequently adjust his food using the “special request” section. My delivery crew make sure it is right and that I am satisfied with their service.
I recommend Waitr to my staff and friends and they love it as well. Thank you, Waitr , for simplifying my life. You do a great job.
BrendaShow lessjg7415
Use a different app
I used to loooove Waitr. I worked in Belton and used them all the time, it was easy, you could do group orders, and it was super fast. But the last month that I have used the app it has been nothing but trouble. I ordered 2 sandwiches from subway not too long ago and waited TWO HOURS for the food to get to me. When I finally got it one sandwich was stale and the other was very soggy due to the condiments. Then about two days later, giving them the benefit if the doubt I ordered Sonic. Again time went but and still not food. The grilled cheese I ordered was cold, the ice cream was partially melted- gross. Then a couple days after that my boyfriend used to to get ice cream and it too TWO hours for it to get to use. One of the items wasn’t even delivered and the ice cream was once again- half melted. Mind you I live pretty close to 3 Sonics. The only reason I didn’t just drive was because everyone in the house was sleeping and someone was parked behind my car. I honestly should have just went myself. I have only received 1 of my refunds back. And with all the refunds they have to do I really don’t know how they’re making any money. At this point I just deleted to app off my phone and use others like DoorDash or UberEats. Don’t give yourself a headache with this app.Show lessbs44277
Developer Response
We're terribly sorry to hear about this negative experience! This is not at all the expectations we wish to set and we hate to see you go. If there is anything we can do to resolve this, please reach out to reviews@waitrapp.com and we'd be happy to help.No problems with service
We have ordered using Waitr many times. I have only had 1 problem with Waitr & that was their app. I had trouble ordering and then my food arrived, very fast which surprised me. About 20 minutes after it arrived I got a text from the driver said my order was here! WHHHHHAT? So the app ends up sending two separate orders,the exact same order which came to about a total of $85 ish dollars. One person. That was tough during these times. The other wasn’t Waitr at all it was the food from the same restaurant I order from. Southern Comfort Food here in the LaPorte area. The cheese sticks were under cooked and cold, the grill macaroni & cheese was something a chef or cook should NEVER let leave the kitchen! Hard brown substance (I think cheese?) covered the whole thing. Tasted ok ( not eating the hard stuff, but it looked worse then dog food. Good job drivers!Show lessNeorn66
Horrible service
There’s always something with this app. Either our food is very late, incorrect, the app itself is broken, unclear delivery radius, etc. Today my fiancé and I ordered food from a local restaurant that is 1.8 miles from our home. We received our food almost 2.5 hours later. This was after multiple contacts to customer service, one representative lied and stated that the food was on the way when it was confirmed later by someone else that it wasn’t. We finally got them to cancel our order and give us a refund after being told there was nothing they could do and that if we cancelled, we’d be charged for the food we still hadn’t received. We told them we didn’t want cold food, to which they assured us the food would be warm when it arrived. Miraculously, the food did end up showing up after the 2.5 hours and the ordering being cancelled. It was not even warm to the touch and the ice in our drinks had all melted. This isn’t the first time we’ve had problems but it will be the last. We’ll be deleting this app from both our phones.Show lessLacy628
Works the way It should I guess
It was easy to use the menu was navigable and readable. Food was ready when I got there and just as I ordered.
My wife and I were trying to find a menu we could read online in the car but they were all blurry and couldn’t blow up the size to make it better then I remembered I downloaded this app for lunch at work and never used it.
We lucked up found the restaurant and menu we could read placed our order and a 25 min drive later we are on our way home with food we ordered. You could still call the place and get a busy tone, but if your places are like ours the virus has got a lot of people ordering take out and places are jam packed with people calling in and picking up orders
It’s easy to mix something or leave something out in the shuffle. This app worked but I’ve never use another so I don’t have anything to compare it to but it pulled through this time we shall see what the next takeout dinner quest holds.Show lessallnamestaken234
