DELIVERED DISH

Tonight, we placed an order online on the company's website for a full meal for our family. Immediately after the order - at 6:22 p.m. we received an email saying that they had received our order, a summary of our order, and a receipt for our purchases. The estimated delivery time was 90 minutes. Which seemed a little long to begin with. But it's Saturday night so we figured maybe that was why. During the checkout process, one thing stood out as being very annoying. There is a box where they allow you to insert the TIP for the driver. The box is already pre-entered with a 15% tip added in. But you can change that to 10% or whatever amount you feel like tipping. I don't know about you, but $12.50 seemed a little excessive for someone just bringing a meal to my door. I mean, the pizza guy is really happy with just $3.00. So $10.00 seemed a little excessive. I went to change it to 10%, which made it a little over $8.00. But the website just changed it back to $12.50. I was confused why I wasn't allowed to change the tip. So I clicked on the box next to my order that said, "Need Help? Chat Live Now." I began chatting with a guy named Justin. I asked Justin why I wasn't able to change the tip. He explained, "Deliveries to the west side are automatically charged 15%. That can't be changed." I asked him, "Wow. Really? I'm forced to tip 15%? Is he going to set the table and bring drinks to us as well? Doesn't that seem a little high to you?" and Justin promptly terminated our chat session without any response. I was a little flabbergasted. But we were all hungry so we just went ahead with the order, despite my displeasure about the forced tip. Fast forward 2 hours. At 8:22 I finally call them. I gave them my phone number and they responded, "We don't see any order in our system for you. Are you sure you ordered today?" I said, "What? Are you kidding me? I have the email and receipt right here. It shows you charged me $83.00 at 6:22 p.m. this evening and I have a summary of my order and everything." The guy who was on the other end of the phone said, "Well, we've been having some problems with our website lately. I'm sorry, but even though you got that email, we didn't get it. And we never processed your credit card either. We can get an order placed for you right away. But unfortunately we don't have anything yet." I said, "So what happened to the order I placed earlier? How would I get a confirmation assuring me that my meal was on it's way when it really wasn't????" He couldn't really answer that. Just again explained that they had been having periodic problems with their website. Long story short, we did finally place another order and waited a little over an hour for it to finally come - over 3 hours after we initially ordered our meal. I was just appalled at their overall lack of consideration, lack of any empathy at all when we called and unwillingness to really do anything for us to make up for the 3 hours that our family sat hungry waiting for our meal that we paid over $80.00 for! I haven't seen this bad of customer service almost anywhere in my life. I'm just stunned.

It's an amazing service. I have never ever had a problem. If there's ever a problem, they will come right back if you call. Their service is great, it's so great that it's unnoticeable. It's like you shrug your shoulders and say; "Oh, the foods here." For us it has just been amazing because my husband has a disability so it's been really nice to us especially when the weather is terrible and we don't feel like going out driving around. I think their delivery charge is very reasonable and they have never been later than they promised, quite often they are earlier.