Not reliable
One of the great things about Caviar is that you can schedule orders in advance. I scheduled an order on 12/23 for delivery at 6 pm the next day, Christmas Eve. I’m housebound and wanted to buy a nice meal for my caregiver so they wouldn’t have to cook. I gave a good tip, too, since the driver would be working on a holiday. When I received a confirmation that had two different delivery dates and two different prices I immediately contacted customer support to confirm delivery for the next day. I was kept on hold for a long time, and before we could resolve the issue the driver arrived with my order. I really didn’t want to spend $160 on Christmas dinner for two that would have to be reheated in the microwave because it was delivered a day early. Customer service tried to tell me that I selected ASAP instead of schedule in advance which is absolutely not the case. I triple checked with my caregiver that 6 pm (the next day) would work, and the delivery confirmation was estimated for 7:30 pm same day. In the end the rep I chatted with was only authorized to refund $20 for the delivery fee and service charge. But I was still out the tip and stuck with an expensive meal I had no use for. Very disappointing. Will order directly from the restaurant in the future.
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Nightmare customer service
Two stars due to poor customer service. Beware to all Caviar customers or potential customers always be on the lookout for your orders because there’s a possibility your order will be stolen by the delivery driver. From now on, I will be ordering for pick up because I cannot trust that my order will be actually delivered.
If you’re not paying attention, Caviar will say that your order is delivered when it’s not. I recently on November 22 had a bad experience with Caviar customer service due to their employee stealing my order they never delivered it. The reason why I accused the delivery driver stealing is because I was able to confirm with the restaurant that the driver picked up my order then marked my order as delivered. I have camera footage cooperating with what I said, I received no resolution regarding this issue from customer service. Customer service lacked professionalism, and I received no compensation. Plus the drive didn’t follow the driver didn’t even follow my delivery instructions I said to call or text when outside never did.
If you’re not paying attention, Caviar will say that your order is delivered when it’s not. I recently on November 22 had a bad experience with Caviar customer service due to their employee stealing my order they never delivered it. The reason why I accused the delivery driver stealing is because I was able to confirm with the restaurant that the driver picked up my order then marked my order as delivered. I have camera footage cooperating with what I said, I received no resolution regarding this issue from customer service. Customer service lacked professionalism, and I received no compensation. Plus the drive didn’t follow the driver didn’t even follow my delivery instructions I said to call or text when outside never did.
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Feedback goes here when Help & Contact Us do Nothing
I was just notified I will have to “sign for my deliveries” or change the setting to “leave it at my door”. I’m immunocompromised, w/ spouse at home on zoom calls, and a dog trained to bark at the door to notify me. Why can’t we have “hand it to me” so they know to bring it upstairs w/o having to read farther, and then see my sign to please leave it at the door? Makes zero sense…
…On the bright side: dark mode at last!!! However now the toggles have no differentiation other than moving left to right and back…
… Ongoing for a year+ now; issues with orders updates not texting me and texts and messages sent through the app don’t show all in either the app or the text thread making it very confusing, and the photos are randomly emailed to me vs app message and text- so I’m checking 3 locations while watching for the delivery.
…Last 2 orders dropped randomly in our HUGE building without any consideration of instructions & no photos sent to indicate that it even made it to the correct building vs neighboring one (holiday hiring maybe?), so it’s annoying to have to contact support instead of adjusting the tip myself. Otherwise I’m a heavy user!
…On the bright side: dark mode at last!!! However now the toggles have no differentiation other than moving left to right and back…
… Ongoing for a year+ now; issues with orders updates not texting me and texts and messages sent through the app don’t show all in either the app or the text thread making it very confusing, and the photos are randomly emailed to me vs app message and text- so I’m checking 3 locations while watching for the delivery.
…Last 2 orders dropped randomly in our HUGE building without any consideration of instructions & no photos sent to indicate that it even made it to the correct building vs neighboring one (holiday hiring maybe?), so it’s annoying to have to contact support instead of adjusting the tip myself. Otherwise I’m a heavy user!
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Incapable of delivering drinks with food
If you want to pay for a delivery subscription where the delivery people repeatedly drop off your food but forget to pick up and drop off your drink with the food… this is the app for you! If you love eating a hamburger without the milkshake you ordered. Or if you love eating Indian food without the mango lassi you ordered! This is the place.
The good news for you is caviar will credit you for the missing idea so you can use the credit to buy more food and drink where they will forget your drink only issuing you more credits towards beverage-less meals! Not to mention all the food waste you can create by have unconsumed beverages be thrown in the trash by the restaurant you ordered from.
I don’t know how complicated it is to pick up food. And I have been told by customer service that the dashers do see your order! The good news for teh dashers are that they get tipped in advance so it really doesn’t matter to them if they forgot your drink.
The good news for you is caviar will credit you for the missing idea so you can use the credit to buy more food and drink where they will forget your drink only issuing you more credits towards beverage-less meals! Not to mention all the food waste you can create by have unconsumed beverages be thrown in the trash by the restaurant you ordered from.
I don’t know how complicated it is to pick up food. And I have been told by customer service that the dashers do see your order! The good news for teh dashers are that they get tipped in advance so it really doesn’t matter to them if they forgot your drink.
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First order; bad experience
We ordered from one of our favorite restaurants that we know and love. We have done pick up before by calling and different apps, and never had any issues. Used caviar to save some dollars on our first order. Scheduled pick up for 12:30-12:40. We arrive at the later end to be safe. The restaurant panics as they haven’t even started our order. Food is done about five after. Unfortunately we weren’t picking up for only ourselves but for a birthday get-together so we felt awful showing up late.
I raised the issue to Caviar and they offered $10, which barely covered the restaurant tip. I suggested they offer a larger credit as I believe my time is worth more than $10, but they told me that they have a “system” for determine make-up credits. If pickup food being 30 minutes late equates to $10, I can’t imagine how bad it has to be to get more. Spoiled food maybe? The yogurt that came with the biryani was seemingly curdled so maybe I should have brought that up to Caviar. Then I’d get a life-changing windfall of $12!
Anyway, we probably should just call the restaurant directly. Lord knows DoorDash/Caviar doesn’t deserve our money — the restaurants do. Lesson learned.
I raised the issue to Caviar and they offered $10, which barely covered the restaurant tip. I suggested they offer a larger credit as I believe my time is worth more than $10, but they told me that they have a “system” for determine make-up credits. If pickup food being 30 minutes late equates to $10, I can’t imagine how bad it has to be to get more. Spoiled food maybe? The yogurt that came with the biryani was seemingly curdled so maybe I should have brought that up to Caviar. Then I’d get a life-changing windfall of $12!
Anyway, we probably should just call the restaurant directly. Lord knows DoorDash/Caviar doesn’t deserve our money — the restaurants do. Lesson learned.
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Delivery people let your food sit while picking up other orders
I used to love this app when it was done by Caviar. Now that they have partnered with DoorDash to deliver the food the service has dramatically dropped. Dashers are allowed to pick up your food then go pick up other orders while your food sits and gets cold. Expect long delays. My last order took almost 2 hours from when I ordered for it to be delivered. My dasher picked up my food then went to pick up someone else’s order and sat at that location for over 50 minutes waiting on that persons order. My order was almost $70 and when I reached out to support about receiving cold inedible food that went into the trash I was offered $24 in credits! After stating nothing but a full refund was acceptable I was offered a credit or refund of $40something. It took having to threaten a chargeback and a supervisor request to get a full refund.
Caviar and DoorDash here is a suggestion for improvements (if you read these) as you have just lost a customer that orders from you almost weekly with average orders being $40+. When a dasher picks up food it needs to go directly from the establishment to the person that ordered the food. Dashers should not be allowed to pick up another order until the one they have has been delivered.
Caviar and DoorDash here is a suggestion for improvements (if you read these) as you have just lost a customer that orders from you almost weekly with average orders being $40+. When a dasher picks up food it needs to go directly from the establishment to the person that ordered the food. Dashers should not be allowed to pick up another order until the one they have has been delivered.
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Horrible app run by careless company.
So I wrote a review about DoorDash since they banned my account for no reason, offered no help in reactivating it, and we’re not able to provide a reason as to why I was banned. Come to find caviar is owned by DoorDash, and even though I have only used caviar ONCE, they banned my account too. I “chat” with a customer service rep and they too, are unable to give me a reason as to why I am banned. I am just told that I “violated their terms and conditions” but what part? What did I specifically do? I am a 22 year old female who has only used the app to order food. I am not some hacker stealing free meals from this service so I don’t understand what I possibly could have been banned for. I ask for a phone number to speak to someone directly and try to get my account working and they straight up tell me “they don’t have a phone number at this time”. How do you not have a phone number for you customers to reach out to?? Especially when you are banning their accounts for no reason?? Absolutely ridiculous how they have zero lack of care or sincerity when it comes to their customers. Even if they somehow deactivate my account I will never be using DoorDash or caviar again. I don’t appreciate being made to feel like I’m some criminal on a black list when I am literally just trying to order food and support local businesses.
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Caviar murdered by DoorDash
Caviar used to be the best food delivery app by far: great restaurants, almost never any problems, and customer support was amazing when you did have an issue. However, now that Caviar has been bought by DoorDash, they’ve migrated Caviar to the DoorDash platform such that the Caviar app is just a rebranding of the DoorDash app. The experience is now far worse and reliability is way down. Unless you want to risk going hungry, I recommend using Uber Eats instead, which is much more reliable.
Caviar will happily accept an ASAP order and then do nothing for multiple hours. The app might show that the restaurant is “preparing your order” but nothing is happening. If you contact customer service, which is annoying with their poor interface, you might be told that the restaurant is closed or refused your order or that they couldn’t find a Dasher. In the meantime, you’re hungry and you might have missed order cutoff times for other restaurants. This has happened repeatedly with multiple restaurants.
Unless DoorDash completely revamps their poor customer experience, use Uber Eats instead.
Caviar will happily accept an ASAP order and then do nothing for multiple hours. The app might show that the restaurant is “preparing your order” but nothing is happening. If you contact customer service, which is annoying with their poor interface, you might be told that the restaurant is closed or refused your order or that they couldn’t find a Dasher. In the meantime, you’re hungry and you might have missed order cutoff times for other restaurants. This has happened repeatedly with multiple restaurants.
Unless DoorDash completely revamps their poor customer experience, use Uber Eats instead.
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Very 1st Order, not so much
So I decided to give Caviar a try, and was swiftly disappointed. So I place my order for some Korean food at 3:09 pm. I get the confirmation email from Caviar saying that the restaurant has received my order, and to expect it by 3:45 ish. So I go about my day, until after 4 pm and realize that nothing has been delivered. So I check the App and it says that my food was already delivered the exact same time I placed the original order.
Thinking that is very strange, I contact CS to find out that they immediately canceled my order (with the excuse of saying) that my order was never received by the restaurant. I get more run around about some other details (like trying to get all the charges/tip get refunded and making sure all credits will apply), until 15 minutes later I had only a credit of $8, and I had to reorder everything again or forfeit the I was money owed.
This just doesn’t seem fair to me. Caviar did apologize for the mixup, but they never took ownership of their mistakes or tried to go above and beyond (especially during these times. ) I normally wouldn’t be perturbed by this, but due to the pandemic I can only get food from delivery since I’m immunocompromised. It’s hard enough trying to afford all the fees and charges with these services. I just came away feeling used and upset. Not a good 1st impression by any means.
Thinking that is very strange, I contact CS to find out that they immediately canceled my order (with the excuse of saying) that my order was never received by the restaurant. I get more run around about some other details (like trying to get all the charges/tip get refunded and making sure all credits will apply), until 15 minutes later I had only a credit of $8, and I had to reorder everything again or forfeit the I was money owed.
This just doesn’t seem fair to me. Caviar did apologize for the mixup, but they never took ownership of their mistakes or tried to go above and beyond (especially during these times. ) I normally wouldn’t be perturbed by this, but due to the pandemic I can only get food from delivery since I’m immunocompromised. It’s hard enough trying to afford all the fees and charges with these services. I just came away feeling used and upset. Not a good 1st impression by any means.
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I used it once, NEVER AGAIN
I was cornered into using Caviar because it was required to make an online order from a restaurant. I did not receive an item that I was charged for that night, which is no problem, it happens... I contacted the restaurant via the customer support email on their website. The restaurant replies with apologies, asking for my receipt and what was missing. I sent them the Caviar receipt and the packing list missing the item I had paid for. They emailed me back later saying that they were sorry, but I would have to contact Caviar to receive a refund. Apparently, Caviar has a 24 hour window in which you may request a refund. Outside of that, sorry you lost your money. By the time I had received that second email from the restaurant, that window was well beyond gone. I tried chatting with customer support for Caviar, same response. Sorry, your time is up, no refund for you. I feel so cheated. What terrible customer service. My restaurant will never use Caviar or Doordash, and I suggest restaurant owners go a different route. I would never want my customers to experience this thief of a middle-man company.
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