So last week, the support team for the company I work for had their retreat in Florida. I opted out of going and so I was helping to keep things running smoothly while the rest of my smaller team got to do other things at the retreat. As a thank you, my manager gave me a $25 GrubHub gift card.
Awesome! I decided I’d use it for lunch today. The sign up process for GrubHub, via the website, was very good. I even commented to my wife about how great a user experience it was.
It was easy to find where to redeem my gift card and ordering was a breeze. So far, so good. Once I was ready to checkout, however, things went awry.
I had a coupon code for $10 off my first order, so after delivery fee, taxes and tip (and a small donation to No Kid Hungry) I owed $3.00. Sweet!
I chose to use the PayPal option and when I tried to submit the order it said there was a problem. Ok, bummer. I tried again. Still no.
I decided to use my debit card, which meant going downstairs to get my wallet (which I tried to avoid by using PayPal). That card didn’t work, along with a couple of others that I tried.
My so-far-stellar experience was going downhill. I finally got my Venmo card to work, and I got the notification that GrubHub had charged me $3.00. Yet there was no order confirmation. Had it actually worked, then? Checking my email I saw a bunch of emails from PayPal saying that when GrubHub places the order they’ll charge me $3.00. So it had kinda sorta almost worked?
I started a chat session and messaged back and forth with an agent. He saw no order. So I thought I’d been charged (several times) but with no order having ever been placed. He can’t place the order FOR me because he can’t see my cart.
At this point I’m starting to get annoyed. I decide to download the app and just finish up there. I sign in and check my cart. Empty. Apparently it doesn’t carry over. Now I have to re-enter all the various items of my order. I’m getting hangry.
I finally get to the checkout screen, I’ve got promo code in there and I choose my debit card as the payment method. Ready, set...
"This promo code is only valid with your first order.”
Are you fucking kidding me right now, GrubHub? Are you legit trolling me? You saw no order, I placed no order, and yet this promo code can’t be used because this isn’t my first order?
Aaaaargh! So now the total I owe is $13. It still a great deal for all the food we were getting. But at this point it’s the principle of the thing. I don’t want to pay more than I would have if this had just worked the first time. And I sure as hell don’t want GrubHub getting MORE money, given the terrible time I’d had thus far.
I ask the agent if he has a generic $10 coupon code he can give me? Hell, I’d take one for the whole $13.00 for the awful customer experience. He can’t do that. He can only do it after I order.
I ask whether this will be a refund thing, where I pay the $13 then get $10 back (which I honestly don’t wanna do) or if it will take effect before I’m actually charged. He doesn’t really answer.
By this time I don’t even care anymore. I want the food so I place the order and will deal with the $10 later if I have to.
“We have processed a refund for this issue. Depending on your bank, it can take up to 5 business days to reflect in your account. You'll either see a credit for the amount or the charge will disappear entirely.”
Because of course it’s the thing I didn’t want. I can’t see myself using GrubHub again anytime soon. The whole thing just left a sour taste in my mouth.
The food was delicious, though! At least there was that.