Thread by @seanmbowen

I have utilized the @SkipTheDishes platform for more than 100 transactions since moving to Canada. Among those, there were three instances where my food did not get delivered, and in all such cases, I followed the appropriate procedure by filing a dispute. #BadCustomerService

Subsequently, @SkipTheDishes promptly refunded me for those orders.

On March 1st, at around 6:35 PM, I placed an order and provided clear instructions to ring the doorbell upon arrival. However, at 7:14 PM, I received a notification that my order had been delivered, yet I did not receive same, and at no time was my doorbell rung.

After verifying that indeed nothing had been delivered, going as far as checking both of my outdoor cameras and checking the front porches of my immediate neighbours, I contacted live chat support - the only option available for immediate issue resolution.

The agent I spoke with essentially accused me of lying, and given the number of refunds I had previously received, the agent refused to issue a refund for the latest order. I am not sure how 3 of 100+ orders equates to "a lot of refund requests" and even so? @SkipTheDishes 😕

Despite my request to escalate the matter to a supervisor, the agent disconnected the chat abruptly. When I tried to contact support again, the same thing happened with another agent, who ended the chat without a word. I assume at this point some note was added to my profile

After several attempts to get in touch with a supervisor, I was advised that a supervisor would contact me by phone to discuss my issue. However, instead the email below was received (not sure why they kept referring to me as "Owen":
@SkipTheDishes

As a result, I filed a complaint with Consumer Affairs and the Better Business Bureau against @SkipTheDishes, requested the permanent deletion of my profile from the platform, contacted their corporate headquarters, and posted about my experience on their social pages.

I also contacted some media outlets

I assume that better equipped customer support agents at @SkipTheDishes started their shifts, as subsequently I have received communication: a) asking me to reconsider leaving and b) inquiring about what could be done to make things right.

They also issued a full refund for the order.

Nonetheless, as a paying customer, I should not have been treated in such a manner and made to feel like a criminal trying to defraud a multimillion-dollar company out of $33 CAD @SkipTheDishes

I have postponed meetings, paused direct work on client engagements to conduct research, be on the phone with various authorities, sending emails, etc. These have most certainly equated to a $ value well exceeding the requested refund but it is about the principle @SkipTheDishes

I will not be subjected to your draconian policies effectively trying to punish me for making legitimate claims as a result of inefficiencies within your own operations. Certainly not today and not ever.

All it takes is one bad customer experience to lose a customer forever and last night I had mine @SkipTheDishes

See you soon @UberEats 👋

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