Caviar - Order Food Delivery

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I would say the app experience is superior to other delivery apps, which is a shame because the customer service is terrible. Our expected delivery time upon ordering was 8:24 pm, which eventually got pushed back to 8:49 pm. The app notified us of the delay, which is better than other food delivery apps in which I’ve experienced delays but wasn’t notified. However, when order finally arrived, my husband noticed the delivery guy gave us the wrong order. Turns out he had given our order to the wrong person. Driver says he’ll contact support, saying they’ll probably re-deliver. I contact customer support on my own, and the rep offers a refund...okay, but at this point it’s past 9 pm and we still haven’t had dinner. I reply back saying it’s not okay. Rep blames it on me, saying that I selected that the items were missing and I preferred a refund. Except there are no options for “my driver messed up, get me a new order asap”. Eventually he offers $10. Their twitter account offers me $30, saying the restaurant is closed, which is why a re-delivery wasn’t available. The correct response would have been to offer expedited delivery form another restaurant. At this point, I am not going to use this app again and will not recommend this app to my friends. Note to the developers: there are other food delivery apps out there, you are the new guy and you need to do more to stand out besides offer different restaurant selections.

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After ordering my food I got a call from the delivery guy saying he was at my gate. I buzzed him in while I was on the phone with him, and I heard the gate open. Then he never showed up. I received an email that it was delivered, so I called and called and he didn’t answer. I tried contacting customer service but there is no number to call, so I was limited to texting and emailing them. They took ages to respond to each text and email, and they eventually closed without giving me any answers. The last thing they told me was that they couldn’t get a hold of the delivery guy and they didn’t know what happened to my food. I had guests at my house who ended up leaving without dinner because they had a plane to catch and everything was closed after all this ridiculousness went down. Caviar didn’t even offer a refund, I had to demand it. I demanded something be done about what happened as well and all they’d do is give me a ten dollar credit. The customer service is AWFUL and you cannot rely on this service to actually bring you food. I haven’t even received an email or anything confirming that I will be refunded. So who even knows if they really did issue me a refund. I just read other reviews and it seems food not being delivered is a common theme with Caviar. Looks like they make it way too easy for drivers to steal the food, and then they blame the customer for it. I will never use this app again.

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UPDATE: I contacted customer service as directed below. The short answer is, they aren’t willing to refund orders, it’s against their policy. Even if it shows up over an hour late (nearly 2 hours after the order was placed) and is cold and soggy- I’ve already gotten more than one credit for poor service. What I want is my money back. I informed them I’d be deleting the app, and got a canned response saying we hope this experience doesn’t reflect badly on them. I am deleting the app and will be ordering from DoorDash moving forward. DoorDash is now picking up many of the restaurants that were once specific to Caviar, they’re timely, and their fees are lower. I’m sorry Caviar, I tried. . . . . . . If the food ever got to me in a timely manner, or even lukewarm, I wouldn’t be complaining. That said, nearly every time I’ve ever use this service, the delivery time increased from the posted 45-55 minutes, to 1.5-2 hours. That’s ridiculous. I wonder how they treat their restaurants as well because more than once I’ve received strange inaccurate orders- for example, a salad will show up bare (just a container of lettuce, minus any of the listed ingredients from the site), or most frequently, anything I add on as “extra” to a dish I get charged for, but the “extra” isn’t included. I’ve requested refunds, with no response. It’s a shame bc they work with some good places.

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For all of you that have had a horrible experience with this app it’s not just on your end . As a delivery driver for them I am constantly delayed at restaurants well past pick up time before food is ready .Or the pick up time on my end and the restaurants are never the same . Caviar doesn’t provide a way for us as courier to contact them either . Whenever there is an issue they just send the pre set answers . They don’t pay us what the jobs say they are going to pay so most of the time we get about 3 dollars a job even tho the app will say more . They never update customer info so a lot of the jobs will be late or not show up because the app has the wrong address or the wrong number . Also it works on some kind of algorithm they say which sends us the jobs super late during the peak hours of dinner and lunch . That app usually crashes during these times so that’s why the food is late or never gets there . If the app says the food has been delivered and has not that because as couriers we can get in contact with caviar to deal with any issues so the quickest way to get a job of the screen is to hit complete . Just so we can move on and hopefully get another job . Delays, lack of communication, faulty app . Nothing about this company works anymore and I am very sad to say this .

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Don’t bother with them - just stick to seamless, and for any restaurants not on it take a taxi and pick up the food yourself, you will be much happier (and it’ll probably cost the same). Caviar touts itself as an upscale delivery service allowing you access to delivery from restaurants that you can’t get anywhere else and charges prices (delivery and service charges) to match. My first few orders I was okay with this because I could get food delivered from some pretty wonderful restaurants...then it all went downhill. My last few orders have been nothing short of disastrous, and the worst part of it has been the customer service. Rather then helping or problem solving, they (barely) apologize and blame the restaurants. Today, when our food arrived late and stone cold they were flippant and passed off blame to the restaurant, even though their app said food was out for delivery for 40 minutes AND it was delivered not in a hot bag/case. After quite a bit of back and forth, they finally relented saying they would give a $5 credit to “make things right”. And that was it - after overpaying for cold food that was here well after it should have been. Quite honestly, I’ve had more luck with Comcast customer service, and at least with them you have a phone number to call.