Toters توتر‪ز‬ 12+

Unprofessional service

I placed a lunch delivery order through the app and got an estimated delivery time of 35 minutes.
Half an hour later, I receive a call from Toters saying that the restaurant was not delivering today because it was undergoing renovation works. He said that their driver went to the restaurant to pick up the order and saw it was closed. Which means that they were not informed that the restaurant was not operational before that.
I called the restaurant to inquire and they said that the moment they received the order, they immediately informed Toters they were not able to accept it.
Bad app experience, poor operation flow, unfriendly staff, Toters has a long way to go...

Worst Customer Service

I ordered through the butler service and got a wrong order. The butler service is basically a delivery man from toters picking up an order from any restaurant I want, even if toters is not partnered with them. BUT, I put in the order on toters, not with the other restaurant. So, logically, it is toters’ responsibility to get the order right, since the order is placed through THEM.
When I told toters about the wrong order, they said it was not their responsibility and that they couldn’t do anything to help not even give me back the money that I paid for a wrong order. They were very quick to dismiss me, saying that I should contact the restaurant. I did contact the restaurant and they said that the delivery guy from toters fid not show them the order, did not wear any toters uniform, and took a wrong order without even checking it. The restaurant assumed that the delivery guy was one of their own and gave him a random order.
When I contacted Toters again, informing them of how things were actually handled at the restaurant, they still denied responsibility and I ended up paying a lot of money for a wrong order. And they did not care one bit.

WORST EXPERIENCE EVER.

VERY BAD DELIVERY AND CUSTOMER SERVICE!!!!!
Food came missing, then the rest of the food came late and cold, all the while I’ve been trying to get any bit of help from Toters customer service. I’ve went through 7 agents who each told me not to worry and everything will be resolved ‘shortly.’ It’s been almost 2 hours, I’m about to be on my 8th agent. Most importantly, I was supposed to get a call from the manager 30 minutes ago (still hasn’t called by the way), who has the authority and responsibility of following up with the customers, but still the issue hasn’t been resolved, AND I am now down SO much money that could have otherwise been well spent. They keep blaming the restaurants and the restaurants blame them. The review section clearly shows that this has been a recurring issue regarding toters, and for a company that prides itself on its ‘fast’ delivery and ‘best’ customer service, you sure seem to be living in your own bubble. Sad that you didn’t live up to your word.

Developer Response ,

Hello. We're very sorry to hear about the bad encounter you had with our team, please note that your satisfaction is extremely important to us. Would you please provide us with your contact details for us to learn more & make things right by you?