| Name of Complainant | |
| Date of Complaint | February 25, 2024 |
| Name(s) of companies complained against | Eatsure |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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The order was not delivered to our family including children after waiting for 1hr till late night 11pm due to cancellation at the before reaching the provided location.
First of all after trying from 9pm, I was unable to order the added cart items (pizza 4 numbers) after providing location & address because the website app was not letting to progress further for payment. Contacted the support team connecting to Sushil at 9:36pm, then he said there is technical problem & ordered manually.
He assured delivery in 30min to 40min, for the order.
After waiting for 45min, since nobody called up regarding delivery, I asked support team Susil & he gave delivery guy contact Mahesh. I called up Mahesh & he said he is on the way & was near by around 1.5km. After 6 min, I called Mahesh & asked why not yet reached, meanwhile in this 6 min, I got some land line call as spam & got automatically rejected. I called him to check where he is, and he said the order is cancelled because nobody was seen at the location & returning back to restaurant. I was shocked that there was nobody at the location since I called him 6min ago & waiting at my home gaye. As my children, myself & spouse were hungry waiting for almost 1hr, I said I am waiting here & nobody came at my location. He said he is at the bus stop nearby & then I understood he did not come to the location at all. Then I said we cannot get hotels at 11pm & all are hungry waiting for dinner delivery, so asked him to get still the order to me & I shall pay the amount.
He resisted saying the order is cancelled & cannot be delivered, so he is returning to the hotel back. I argued him saying that since more that 6 min I was waiting outside our home gate for the delivery. The delivery guy has not come to the location at all & I asked how he can cancel the order even not turning up at the location and not taking acknowledgement from customer. Still I asked him to deliver to me the food instead returning back to restaurant and also said that I can speak to your manager for re considering the order & pay for it because we whole family are waiting for dinner and the time is 11pm, but he resisted saying cannot deliver and asked to reorder again. And I said him there is technical issue with the app according to your support team so I am unable to order, And if even reordered, again it takes the whole 1hr loop for the order through customer care and repeat the process further that will go for delivery beyond midnight after 12am.
The support team Sushil said he shall escalate this issue & investigate further and did not even understood and did not think or agree of redelivery of the order. This situation is very humorous as the whole family including children are hungry & waited for dinner till 11pm. So I asked Sushil that this kind of bad service is so disappointing to customers like us, so the company Eatsure has to compensate with fine to me. He did not agree to this compensation or redelivery and resisted to me.
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