Good resolution and customer service!
Response from developer
Hi, thank you so much for sharing this! We are sorry you initially received an incorrect order, but we are thrilled to hear that Isha was able to turn things around with a great resolution for you. It is wonderful to know our team delivered the best customer service experience in food delivery! We will make sure Isha gets the recognition she deserves.
Very disappointing experience for a first order
I immediately contacted customer support through the app to report the issue. However, there was no proper or satisfactory response. I was given assurances that the order would be cancelled and that my refund would be initiated, but after providing this unsatisfactory resolution, the customer service agent disconnected the conversation.
I then had to formally escalate the issue and repeatedly follow up with customer support. Even after multiple requests to have the refund returned to my original payment method, I was repeatedly being pushed to accept the refund in the EatSure wallet instead.
For a prepaid order that was never received, having to spend so much time chasing customer support and repeatedly requesting a refund to the original payment source is extremely frustrating.
A first order should build trust, but this experience has done the opposite. EatSure needs to seriously improve its order tracking, customer support, escalation process, and especially its handling of refunds for orders that customers have not received.
Based on this experience, I would never recommend EatSure to anyone.
Response from developer
Hi, we are deeply sorry to hear that your first experience with us was so frustrating. Having a prepaid order marked as delivered without actually receiving it, and then facing repeated pushback on your refund request, is something we take very seriously. We understand how disheartening this must have been, especially as a first-time customer. To help us look into this and resolve it as quickly as possible, please email your order ID and contact details to care@eatsure.com and our team will work to make this right for you.
Worst app ever. Although Kuldeep from support helped me.
Response from developer
Hello, we truly appreciate your patience and are deeply sorry for the distressing experience you faced, from delivery partners requesting extra cash to your order being cancelled without your consent. We regret that our app showed serviceability for your location incorrectly, and we understand how frustrating that must have been. We believe in doing our job well rather than disappointing our users, and your area will be on our serviceable list soon as we want to expand the right way. We are glad Kuldeep was able to assist you and secure your refund, and we will make sure your feedback reaches the right team at care@eatsure.com.
Good food but costly little bit
Response from developer
Hi Harman, thank you so much for your wonderful feedback and for loving EatSure! We are thrilled to hear that you found the food tasty and that your order was delivered on time. We understand your concern about pricing, and we want you to know that we believe in delivering top-notch quality with the best taste, which comes with additional steps such as double sealed packaging, eco-friendly packaging materials and food hygiene tests. We truly appreciate your love and support, and we look forward to serving you again!
Customer care is flawless
Response from developer
Hello Tushar, appreciate you taking the time to share this! It's wonderful to hear that Kushal made such a positive impression. Great customer care is something we genuinely care about, and knowing he handled your situation with such attentiveness is really gratifying. Whether it's food delivery or anything else you need help with, we always want every interaction to feel this smooth. Cravings Satisfied, and hopefully any concerns too! Thanks again for the lovely feedback.
Scam
R
Positive Resolution Experience with EatSure Customer Support – Kartiki’s Assistance
She sincerely apologized for the inconvenience and immediately took responsibility to resolve the matter. Kartiki offered a proper solution by informing me that I would receive a full refund for the order, and additionally, as a goodwill gesture, I would also be provided a free order for the next day along with a complimentary dessert.
I truly appreciate Kartiki’s helpful and polite nature. She guided me properly throughout the conversation and ensured that all my concerns were addressed. Speaking with her completely changed my frustration regarding the order issue, as she handled everything in a very understanding and supportive manner.
Overall, I had a very positive experience with Kartiki. Her professionalism, patience, and customer-friendly attitude made a big difference, and I genuinely felt satisfied after the conversation. She is a valuable support executive, and I appreciate her assistance in resolving my issue so effectively.
Response from developer
Hello, thank you so much for sharing your experience with us! We're truly sorry about the delayed order and the frustration it caused, and we sincerely apologize for the inconvenience. We're so glad that Kartiki was able to turn things around for you with her calm, professional, and caring approach. Your kind words mean a lot to us and will absolutely be shared with her and the team!
Zero star for eatsure and fassoos
Great app
Response from developer
Hi Asha, what a wonderful thing to hear! 🌟 Your feedback, even brief as it is, reminds us why we pour so much heart into the EatSure Food Delivery app, and it truly keeps us going! 😊
Terrible Application
The kitchen in Mohali, is unprofessional. The food is terrible, their signature wraps are sometimes thinner than their classic wraps, toppings on pizza non-existent, terrible delivery partners, and an even more terrible customer support which makes it impossible to connect to a real human.
Tried another kitchen in Ahmedabad, turns out it is even worse. They do not have in-house delivery partners, and they use third party services, and they have a fault in their API calls where the delivery location is marked incorrectly. As a result, delivery partners run away with the food without making delivery, while you wait for a full hour for no food to arrive.
Excellent service
Response from developer
Hi, glad you shared this! It's wonderful to hear that Subodh was able to step in and resolve your offer issue so quickly with a smooth replacement. Our team works hard to make sure every food delivery experience feels seamless and stress free, and it's great to know that care came through for you. Eat More, EatSure More! We hope to keep delighting you with every order.
Incomplete order
There is no easy way to speak to a real person, and the chat support is absolutely pathetic. It keeps taking you through repetitive automated responses without actually resolving the issue or providing an option to report missing items effectively. It feels like there’s no accountability once the order is delivered.
Paying for food that never arrives and then having no proper channel to get it resolved is unacceptable. Customer service should be there to help when things go wrong, but this experience was incredibly frustrating. I hope they improve their support system and make it easier for customers to report and resolve issues.
Response from developer
Hi, we are sorry to hear that your order arrived incomplete and that reaching our support team felt like hitting a wall. We completely understand how frustrating it is to pay for items that never arrive and then have no clear way to report it. We want to make this right for you, and we genuinely want to look into both the missing items and the support experience you described. Please email your order and contact details to care@eatsure.com so our team can resolve this for you as quickly as possible.
Pallavi B
Excellent Platform
A special appreciation for Ms. Mamta from the customer support team. She was extremely polite, professional, patient, and genuinely helpful in resolving my concern. It’s rare to come across customer support executives who handle customers with such empathy and efficiency.
Great food, great service, and an outstanding support team. EatSure has definitely earned my trust and, in my experience, offers a much better overall experience than many other food delivery apps. Highly recommended!
Response from developer
Hello, what a wonderful review to read! Appreciate you taking the time to share such detailed feedback about your experience with EatSure. So glad the app has felt smooth and reliable, and that our food quality and packaging have consistently hit the mark for you. Your appreciation for Mamta truly made our day. She genuinely embodies the care and professionalism we strive for across our support team, and we will be sure to pass along your lovely words to her. With cravings satisfied every time, it is always our goal to stand out in food delivery and offer an experience worth recommending. Thank you for trusting EatSure!
Guest handling
I contacted customer care, and Mr. Kuldip was incredibly kind, patient, and understanding. He immediately resolved my issue, manually placed the complimentary order for me, and even surprised me with a complimentary lava cake.
His excellent customer service truly made my day. I’m very happy with my experience and sincerely thank Mr. Kuldip for going above and beyond to help me. He is a great asset to the team!
Order Cancelled, Refund Still Not Received
The cancellation itself was inconvenient, but the bigger issue is the delay in receiving the refund. Customer support and communication could be much better. Based on my experience, I found the service unreliable and stressful to use.
I personally had a much smoother experience with other food delivery apps. I hope EatSure improves its order management and refund process so that customers do not have to face similar issues in the future.
Good
Response from developer
Hey Kumar, so glad to hear you had a good experience with EatSure Food Delivery! If there is ever anything we can do to make it even better, feel free to reach out and we are always happy to help.
Partial delivery
Response from developer
Hello Lahiri, we completely understand how frustrating it must be to receive only one pizza when you ordered under the Buy One Get One offer, and we are sorry to hear that the Help and Support section wasn't accessible when you needed it most. We genuinely want to make this right for you. Please send an email to support@eatsure.com with your offer details and contact information, and our team will ensure this is sorted out for you promptly. We appreciate your patience and look forward to resolving this.
The Biriyani life 🤢
Response from developer
Hi, we are sorry to hear that your Biryani experience left you feeling this way, and we completely understand your frustration. Maintaining high food quality and hygiene is something we take very seriously, and your experience matters deeply to us. We would love to look into this for you. Please share your Order ID and a brief description of the issue with us at support@eatsure.com so our team can investigate and make things right.
