ChowNow: Local Food Ordering 4+

I love the restaurant selection and being able to order from local places without going though the predatory competitor apps, so I order from ChowNow as often as I can. That said, the app itself needs some work. Always defaults to a wrong nearby address, even though I have mine saved in there. The filters seem to work only sporadically, so sometimes pickup-/takeout-only options show up in delivery, and it’s not clear from the interface/tags which restaurants have delivery or just takeout (the tags are sometimes wrong). Restaurants say they’re in your delivery area per the location filter and then tell you they’re too far away after you’ve already selected your food and are checking out. There should be a place for restaurants to add a description and delivery notes separate from the menu itself. Also, you can’t add special delivery instructions, which has been tricky for me when I live in an apartment building and need no-contact delivery during COVID. Needs work!

Tried a new restaurant for the first time and we were excited; we decided to order through this app which the restaurant is apparently partnering with. 20 minutes after my food was expected to be delivered I called the restaurant who apologized that they were short staffed and that my food would be ready in 5 more minutes. Another 25 minutes past and I called again as this app said my order was still pending pick up. To my surprise the restaurant stated that the drive mr left approximately 20 minutes ago; I called the number on the app and got no where; no answer, straight to voicemail. After another 15 or so minutes I got a notice that my order had been cancelled by the driver. I called the restaurant and they were more than helpful; they even offered to remake my food if I was willing to come pick it up. I eventually was able to reach someone in customer service for this app but they simply just repeated how they are simply a third party service and have no control over the situation. I truly feel bad for the restaurant and their staff in situations like these. I’m sure they are out money, time, and supplies for this all because apps like ChowNow hide behind vague policies and use the restaurants and delivery services as their scapegoats in situations like mine, but rest assured they’ve been paid.

Placed my first order for a local BBQ restaurant. Estimated delivery time was about 45 minutes. No problem. An hour later still no delivery. I checked my bank and my card had been charged. I called the restaurant and was told that my order had been picked up at least 30 minutes before. I live less than five minutes away. As I was hanging up the phone I received my first text update from ChowNow giving me a link to track my order. Basically told me nothing but the driver’s name. 15 minutes later still no order. I call the number on the link and the driver answers. He lies and says that he is at the restaurant right then and would be there in 10 minutes. 20 minutes later, 1:45 after placing my order my wife calls the number for the driver and he hangs up without saying anything. She calls back and no answer. I call the restaurant back and they explain the ChowNow actually collects money and sends them the order. The manager apologizes and remakes my order, even though they will not get paid for the second order. Meanwhile it has been over 2 hours since placing my order and paying a delivery fee and tip. I end up going to get my remade order. The original order never showed up. I will never do business with ChowNow again.