ComplaintsforGrubMarket

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2024, I placed an online grocery order through Grubmarkets Southern California Market using $36.48 from my gift card balance. Grubmarket deducted this amount but failed to deliver my groceries on the scheduled date. When I contacted their support, I was informed only then that they had ceased operations in the Southern California Market, which had not been disclosed at the time of purchase.I immediately requested a refund for both the undelivered $36.48 order and the remaining gift card balance. While Grubmarket initially confirmed my balance, they failed to account for the missing $36.48. Furthermore, Grubmarket insisted on issuing a refund to the original payment method used to purchase the gift cards in 2017, even though that credit card has since been canceled. I communicated this to Grubmarket and requested an alternative refund method, such as ****** or check.Grubmarket promised to coordinate with their third-party payment processor, inKind, to resolve the refund through an alternate method. However, after a month passed without any updates, I reached out again, only to be told that I needed to contact ****** directlyan action that I believe to be unlawful. Under consumer protection laws, a business is directly responsible for refunding its customers and cannot unreasonably shift this burden to an undisclosed third-party payment processor. I reiterated to Grubmarket that they must address this issue themselves, to which they responded that they would consult with their accounting team.After several additional follow-ups, Grubmarket abruptly claimed that my gift card balance is now zero, implying there is no need for a refund. This statement is contradictory, as Grubmarket had previously confirmed my remaining gift card balance, leaving me with substantial evidence that they have failed to honor their obligations. This situation has left me without my original $36.48, the remaining gift card funds, or any form of resolution from Grubmarket.

  Business response

  11/06/2024

  Dear Valued Customer,

  Thank you for reaching out regarding the refund for your undelivered order and the remaining gift card balance. We understand the inconvenience caused by this situation, and we apologize for any oversight in communication on our end.
  
  We have reviewed your request thoroughly. Given the unique circumstances around the cessation of operations in the **************************, we are committed to resolving this issue promptly and to your satisfaction. Our team is actively working on issuing the refund for the outstanding balance of $36.48 and will be processing it through an alternative method, as you suggested. We are coordinating with our third-party payment processor to expedite this refund and ensure a smooth resolution.
  
  We will provide you with an update within the next few business days regarding the status of this refund. Please be assured of our commitment to resolving this matter as quickly as possible.

  Thank you for your patience and for giving us the opportunity to address this matter.

  Warm regards,
  GrubMarket Customer Support Team

   

   

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 21, 2024 I ordered from grubhub delivery to receive breakfast from **********. I got an alert that said my food had been delivered when I checked outside there was no food. The driver sent a receipt( picture) that was the wrong door. I called driver there was no response. I then initiated a chat with customer support. I felt like the conversation tried to make it my fault. They had my number which she never called. I was asked to look around my apartment complex to see if I see where my food is. I was told I could reorder. Then in the same breath told I couldn't reorder but they could give me a grubhub credit and $10 added on to grubhub credit. I asked for a refund to my card and they just canceled my order and gave me credit without me saying I agreed to it. I don't think it's right when you have proof that your delivery wasn't delivered as it should have been for them to give credit that can only be spent with them when they didn't get it right the first time. I have a transcript of the chat conversation and picture of where my food was delivered. My door is blue, the door it was dropped on was red. My number was correct abd I received no phone call. I specifically said in additional information where my delivery information is if you can not find me please don't hesitate to call.

  Business response

  10/21/2024

  Dear *******,
  

  Thank you for reaching out and sharing your experience. Im sorry to hear about the frustration and inconvenience you encountered with your recent order. However, it seems that your complaint is related to Grubhub, the food delivery platform, and not GrubMarket, which is a separate company that specializes in delivering groceries.
  

  We understand how frustrating these situations can be, and I encourage you to reach out to Grubhubs customer support team to resolve this issue. Since you have detailed information, including the transcript and the delivery picture, this should help them assist you more effectively.
  I hope this matter is resolved quickly for you, and please don't hesitate to contact Grubhub directly for further assistance.
  

  Best regards,

  GrubMarket Customer Support Team

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  GrubMarket has a banner on their website that says "Hooray! FREE delivery for all orders over $29.99" but when I ordered on 11/2 for a 11/10 delivery, my order was ***** but delivery was not free. I emailed the company about this and they told me that delivery is not free on the west coast because it costs them too much money. I told them it was illegal to advertise free shipping as they were and they ignored me. Then they did not deliver our order and so far have not yet refunded our money that we spent on the delivery.

  Business response

  11/14/2023

  Dear Customer,

  We hope this message finds you well. We extend our gratitude for your diligence in notifying us of the concerns you encountered with your recent order, and we deeply appreciate your continued patronage.
  

  We wish to express our sincere apologies for any confusion and inconvenience related to the delivery charges, the technological error affecting our website, and the recent unforeseen delivery issues during transit. These matters are taken seriously, and we are committed to resolving them with the utmost urgency.

  Regarding the discrepancy in delivery charges, we acknowledge the oversight in communicating the accurate information about the free delivery offer. Our team is diligently working to rectify this miscommunication and ensure clarity for all future transactions. The technology error affecting our website is also receiving immediate attention. We recognize the importance of accurate information and transparency, and steps are being taken to prevent such errors from occurring in the future.

  Moreover, as your orders are delivered by our third-party logistics company, recent unforeseen delivery issues during transit have been reported to them. We understand the impact this has on your experience, and we are actively working with our logistic partner to address and mitigate these challenges. 

  Regarding the non-delivery of your order and the pending refund, we assure you that a thorough investigation is underway. It is our priority to rectify this situation promptly and ensure the swift issuance of the refund for the undelivered items. 

  Your feedback is pivotal in our continuous improvement efforts, and we genuinely value your commitment to helping us enhance our services. Should you have any additional concerns or specific details to share, please feel free to reply to this message. We are here to address any further inquiries or uncertainties you may have. 

  To provide further transparency, we have attached the delivery transit and refund report for your reference. Thank you for your understanding, and we look forward to the opportunity to restore your trust in our services.
  

  Best regards,

  ******* from GrubMarket CS team

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩