Complaint Review: Grubhub - Illinois Chicago

Alright, So the reality is I'm not usually the type of individual to make complaints like this, however I feel it is necessary to voice the situation that I had. I placed my order on January 12th 2018 at 3:21 p.m. My order was scheduled to originally arrive in between 3:50-4:00. Also keep in mind today is a Saturday so rush hour traffic is not as very bad at all.

However, my order did not arrive until 4:25 p.m. Upon arrival I noticed that there was a passenger in the car and he was actually the individual that brought my food inside. I say inside because I was at work in Tempe, I work at a smoke shop so it is not a big issue for a delivery driver to bring the food inside.

But, when the delivery driver is 25 minutes late, and as a driver they are privately contracted through grubhub so they really should not have passengers in the vehicle distracting them from their job, on top of completing the job for them by leaving the vehicle with the food and bringing it inside or to the door. Grubhub is not contracting the passenger. The driver is the employee and they are suppose to be by themselves in the vehicle, delivering the food to the individuals that place their orders.

Issues such as negligence towards customer service, ranging from late orders, and possible food contamination issues. As well as the possibility of foodbourne illness due to the extended period of time in which the food was within the "danger zone." I did make it known to the passenger that brought my food in, "I would have tipped the driver cash had he not been 25 minutes late." The passenger procedeed to ask, "what my problem was," and that they "came from Chandler,"(...to Tempe) to deliver my food. But in reality the restaurant is less than 2 miles away from my work,  exactly 1.07 miles, or 1.27 miles if you go the long way.

Upon placing this complaint with Grubhub customer service, I was expressing my annoyance towards the situation, and they literally never even said they would contact the individual that delivered my food about the issue, and also put me on hold for about ten minutes until the held call timed out and hung up on me.

Before they rudely put me on hold they did say they were going to put a $5 coupon towards my next Grubhub order, but were still rude not very understanding towards the situation. It was basically like I called an automated recording however they were real people on the phone. So I called them back to possibly try to speak with a different customer service representitive that may have been a bit more understanding towards the situation but that was a lost cause.

This representative was less helpful and less understanding even though I fully detailed the complaint, and still yet again never even expressed the fact that they were going to voice this complaint to the driver that was in question. I myself was not combative, or irrational. I used proper language and tone as to not annoy the customer service representative, but I felt that just because I was calling to voice my complaint I was already annoying them even though it is their job to handle customer issues. I hope people read this and can possibly understand where I'm coming from, I did read the Grubhub user agreement and this may not be within a legal standpoint, but it should come down to ethics, and understanding of customer service. 

From another stand point, I have recieved an order from Grubhub that was 45 minutes late, but the traffic was actually very bad at the time and the delivery driver was the one and only one that delivered the food, and I still even tipped the guy.

I am never ordering through grubhub or seamless again, they have disappointed me,