Quality of Menulog Gone down The Shitter

Lanushi on 12/09/2022 - 12:14

Not sure if it's just me here experiencing their terrible service, so here's a rant.

I ordered last night through Menulog. I get a call close to the ETA from the delivery driver to say that the restaurant had no evidence of my order - some kind of technical issue. I spoke to the restaurant - they said cancel the order, and put in a new one. Bit crap, but okay. I get on the customer service chat, and the rep was quick to cancel the order for me with my refund coming in 24-48 hrs.

I put in a new order with the same restaurant. Same food. The time now is significantly extended. Their ETA clock on their website/app is alredy awful to begin with. It began as 7.30-7.50pm, and once it hit 7.40pm, the time window extended to 7.50-8.29pm. This is was what I was trying to avoid when I placed my first order at ~6.30pm. So I'm waiting. At this point I'm starving so I take a slice of bread from the kitchen. I opened the customer service chat line again at 8.32pm. They assure me it is on its way, and it just got picked up from the driver. Okay cool. I wait for the delivery and it's marked as delivered on the website. Except there is no delivery. No contact from the driver.

I'm in a third storey apartment with no elevator, so I go down stairs to the foyer to check. Nothing. No sign of a driver in sight. I'm noticeably pissed at this point. I head back upstairs and get my partner to chat to them again as I'm too mad to, and I walk down the street, in the rain, to the nearest restaurant.

What the hell is going on? Has anyone else had similar terrible service from Menulog recently?

Food & Grocery

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Comments

  • bdl on 12/09/2022 - 12:28

    Menubog

  • bobbified on 12/09/2022 - 12:29
    +4

    At this point I'm starving so I take a slice of bread from the kitchen.

    Did you get on the chat to Menulog and ask them to also refund you for that slice of bread? lol

    • leelemon on 12/09/2022 - 16:35

      plus a percentage of the phone and electricity bill - it's only fair

  • Ocker on 12/09/2022 - 12:38
    +6

    Ah! Long gone are the days where we we would get off our ass and go to the restaurant ourselves to pick up the order. Or if we were lucky the owner would deliver at no extra cost.
    Now people rely on the food service delivery who charge restaurant usury fees to sell/deliver the food.

  • Presence on 12/09/2022 - 13:06
    +1

    I've been screwed around by so many delivery services I pretty much refuse to use them any more. Every single time it takes way longer than indicated and I'm sitting around hungry and angry.

    • EightImmortals on 12/09/2022 - 14:14
      +1

      At them or at yourself?

    • BewareOfThe Dog on 12/09/2022 - 15:54
      +1

      We've done the same. We had one really bad experience Xmas Eve.

      We only use 1 Chinese food restaurant now, who have their own driver, so he knows where we live.

  • SF3 on 12/09/2022 - 13:21
    +2

    Could you not goto the restaurant to pick up? You seem to not have mobility problems.

    • capslock on 12/09/2022 - 14:40
      +1

      Why pick up your own food in the rain when you can pay someone else a few bucks to do it for you?

    • Lanushi on 13/09/2022 - 11:54

      Not this one in particular. Nor should I have to when I'm paying for a service. How dare I expect them to deliver, right?

  • Hellfire on 12/09/2022 - 13:39
    +2

    I've had a couple of terrible delivery experiences recently. Similar to yours where the ETA just keeps getting pushed out and eventually they cancel my order after a few hours waiting. Menulog doesn't want to take any responsibility and thinks they are doing me a favour by refunding the cost of the cancelled order.

    I've given up ordering by Menulog delivery on Friday or Saturday nights.

  • Iwantthebestprice on 12/09/2022 - 13:50
    +4

    This happened to me last night with deliveroo! Ordered Guzman y Guzmen at 7.30pm. Time says expected time 8pm. No issues there so I wait, at 8pm time says estimated 8:30pm, hmm ok still wait at 8:40 I check the app and it now says 9pm, now I’m pissed, ordered finally gets to me at 9:25pm. The sticker on all the food boxes says ready for pick up at 7:49pm. So the food sat there for well over an hour, $60 of crap food! I get on chat to complain, they offer me a $11 refund and end the chat, I was like hell no by this time I went into full Karan mode and got a full refund. But never again I will just get the food myself.

    • EightImmortals on 12/09/2022 - 14:15

      Food?

    • Lanushi on 13/09/2022 - 11:57

      Good on you for sticking to your guns. What the hell were they thinking - $11 dollars? Legally you are entitled to a full refund on first contact, not a portion of it.

  • dogboy on 12/09/2022 - 14:00
    -2

    Thank you for some insight into the kind of mindset and people that order from these services. It always bewildered me how this could be a thing. Seems it is very targeted at people who do not pre-plan their meals and food shopping in order to eat healthy and save money. Interesting.

    • EightImmortals on 12/09/2022 - 14:15

      But not surprising.

    • Lanushi on 13/09/2022 - 11:59

      Oh I pre-plan, but I also don't see an issue with ordering in once a week. You don't even know what was ordered? Don't assume what you don't know mate.

      • dogboy on 14/09/2022 - 13:20
        -1

        Fair enough. Is there a reason you cannot just pick up the food directly yourself though? I don't trust these food delivery places due to all the horror stories people keep relating.

  • ktvibes on 12/09/2022 - 14:12
    +2

    Yeah I've had a couple bad experiences with them recently too, not too different to yours.
    I don't recall it being so unreliable a couple of years ago and even initially during the pandemic.

    My latest issue in short was having Menulog spontaneously call me up to advise that my order had been "picked up by another driver", and the only possible way they can fix the issue would be to issue me a "refund" via voucher credit, and have me place the same order again. (TLDR, I never got my food, nor did the restaurant have any idea of either order I had placed). Ended up having to fight for a refund after 3 hours. Bloody frustrating, especially when you're starving.

    The thing I don't understand is how Menulog have seemingly no way to solve problems or re-issue an order on their end if something goes wrong. It's forced on to the customer to place another order and follow up to make sure it's processed at the restaurant.

  • netjock on 12/09/2022 - 14:13

    There is a shortage of people because Australia haven't been importing them. You should have heard the summary at the jobs summit. Basically only thing they could think of is letting kids work from 13yo and try to get retirees into work. Obviously getting women with children into work is just too hard.

    Immigration cap up 35k to 195k and there is 1 million visa backlog.

    You'd have to be pretty stuffed if you need to bring a car to the job with petrol prices (and second hand car prices).

    Your delivery is probably one of 5 the driver picked up and tried to deliver.

    • Presence on 12/09/2022 - 15:34
      +3

      But it's not on the customer to know Menulogs capacity to perform the services they offer. If they are understaffed they should simply indicated this in their expected delivery time.

      • netjock on 12/09/2022 - 16:24

        But it's not on the customer to know Menulogs capacity to perform the services they offer

        True

        If they are understaffed they should simply indicated this in their expected delivery time

        Not going to happen. It isn't in their bones to be honest. If you saw 3hrs (maybe) wouldn't you just go elsewhere. They take your money and pray basically.

  • WreckTangle on 12/09/2022 - 14:14

    It’s just you.

  • pharkurnell on 12/09/2022 - 14:26

    It was ever good?

  • mctubster on 12/09/2022 - 14:28

    All of the food delivery services have gone down hill massively. They no longer have enough drivers, they are no longer discounting like pirates.

    Occasionally with small children asleep and home alone I have used, but I much prefer to pickup myself so I know it will be piping hot, fresh from the kitchen.

    Watch the TV show "Alone" … then you won't complain about going out to pickup prepared food ;)

    • BewareOfThe Dog on 12/09/2022 - 15:55

      Great show, I've been watching it since series 1. So glad it's on SBS now, and I no longer have to 'sails the seas'.

      • mctubster on 12/09/2022 - 16:30
        +1

        Agree, great show. Only discovered a few months ago, binged and now half way through season 9 … no one in S9 has grabbed me yet, ie no real characters surfacing in S9 :\

        • BewareOfThe Dog on 12/09/2022 - 18:47

          Imagine when Alone Australia comes to life?
          Will they have Emergency Spider/Snake venom on hand, as well as Croc bite repair kits?

  • Look Up on 12/09/2022 - 14:39

    Amazing, we already have the winner for forum post of the year and it's not even October

    The sense of entitlement, privilege and disgust is burning holes in the OzB database

    • Presence on 12/09/2022 - 15:35
      +5

      The entitlement to receive services you've paid for?!

    • Lanushi on 13/09/2022 - 12:03

      Heaven forbid I actually get the food that I paid for 🙄

  • garetz on 12/09/2022 - 14:41

    This is not the rule, your experience is the exception, I've had my order stolen by a driver on uber eats, it happens.

  • Bing0 on 12/09/2022 - 17:05
    +2

    After paying Katy Perry and Snoop Dogg, they have no more money for logistics and customer service. I've never seen an ad for Doordash and also never had an issue with them, so that simple vacuous correlation is enough for me.

    • Lanushi on 13/09/2022 - 12:04

      I'm sure all delivery services all had celebrity endorsements at some point, but I agree that these have been some huge names as of late.

  • Benno007 on 16/09/2022 - 22:28

    Happened to us with the Hamilton dominoes recently too. The wait time ended up being 2 hours, and they claimed after that time when we called that there were no delivery drivers so it would take another hour. We asked if we could just go down and pick it up instead, after paying the delivery fee. Don’t think we were able to get it refunded, but won’t be ordering there again…

    Have noticed Uber eats and particularly Uber being crap as well lately.

  • Leadfoot6 on 26/11/2022 - 21:08

    Does anyone have a telephone number to Menulog?

    I tried to order tonight with special instructions.

    My mother is 98 years old and almost completely handicapped without assistance.

    She is also nearly blind and very hard of hearing.

    Contrary to the very clear special instructions the Menulog driver left the food at the bottom of 3 steps without knocking or ringing.

    50 minutes after the email message to me informing me of delivery, my mother calls me to say that the food is at the bottom step.

    She had been waiting for almost an hour to receive delivery

    She is going hungry tonight.

    I need a telephone # for Menulog please - one that will be answered by a real person.

    Thanks.

    P.S. I had gone to the trouble of calling the restaurant just after receiving order confirmation with the clear special instructions attached, to confirm that these instructions were clear, and confirming that the driver would be reminded to follow these instructions.
    As apologetic as the restaurant is, they cannot seem to impress on the drivers to follow instructions.

    Compared with when I was a taxi driver and later a courier driver, it is a disgrace how far standards have fallen.

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