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.

Conclusion

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.

 


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40 COMMENTS

  1. 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.

  2. 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.

  3. 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

  4. 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.

  5. 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.

  6. 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 Delivery.com 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.

  7. 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.

  8. 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).

  9. 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.

  10. 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!!!!

  11. 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.

  12. 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.

  13. 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

    Not.

  14. 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.

  15. 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.

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