delivery.com
View company profile →
Worst Customer Service / Buggy "Credit Card Fraud" System
I used to use delivery.com all the time. Multiple times a week. I didn't used to have an issue with it but in recent months it has just gotten worse and worse. I never receive email alerts that my order has been received anymore. On June 28th my husband and I placed an order. I received the confirmation email. Then a few minutes later, got an email with the following message: "We regret to inform you that your order was unable to be processed. At this time, your account has been flagged due to suspicious activity. We are requesting that you contact delivery.com during business hours 9am-5pm to resolve this issue. Accounts are flagged for your protection and to prevent credit card fraud. We are sorry for any inconvenience." I signed back in and my account had been locked. I couldn't even use another card. Okay, so no problem, we could figure this out. We ordered using my husband's account. It hadn't been that long - we had only lost about 25 minutes. Annoying, but not the end of the world. During the week, I called them during business hours and the person I spoke with couldn't tell me why this issue happened - just that the third party they use for fraud alerts had flagged it. They couldn't reinstate my account until they had fully looked into the issue but I was assured it would be resolved within two days. I was told I would get a call and / or email from a manager when it had been sorted out. I was also promised a $10 credit for my next order. A week later - still no call or email. My account was still locked. I called back again. I informed them of the issue. After a long conversation and my insistence that a supervisor get involved to resolve it now, they were able to unlock the account and said they saw a pending $10 credit so only gave me $5 for the delay. The $10 credit never showed up. Then the same thing happened to my husband. He received no alert that his order had been cancelled until he called the restaurant to check on the order an hour later. He used my account and placed the order again. Two and a half hours later he got his food. Then it happened to me again but this time no email alerting me to it being cancelled. After an hour, I called the restaurant to check in and they said they never got it. I ordered with them over the phone knowing based on past experience that it would take too long for delivery.com to fix the issue. Plus, my husband's account was still not unlocked from the last issue with "a fraud alert." I clicked on the "Chat Now" option to report the issue. The representative was very slow to respond - never apologized - took over 30 minutes to get her to say they were looking into it and that I would receive an email when the management fixed the issue and would try to push the original $10 credit through onto my account. Guess what? It's been almost two weeks and still no email or call. Nothing has been resolved. WORST. FOLLOW. THROUGH. EVER. I mean, even if the problem is with this third party fraud system they are using - why is their customer service and follow up so terrible? Obviously, they are not organized and don't care enough to try to keep the customers they have had for years. We are done with delivery.com.