Snackpass +12

I have had good luck with snack pass. Until today. My order was left outside my job and was taken before I was able to get it. I was not called or texted about the delivery being here. I would have told them they can just leave it. I work in new haven on a busy street. Someone had a free meal on me. When I spoke to support I was told I would get a refund in 48 hours. That doesn’t help me today when my food was taken. I wanted the order replaced or a credit to order it again. They never replied to my last response. I waiting for 10 minutes.

Snackpass has awful customer service the inherently inhuman robot system they have set up is slow and if it is a real person on the other end, they can be very rude. I ordered food for delivery and I put in the instructions to call when they arrive. Instead when the driver arrived here, they did not even try to text/call me and when I went downstairs to pick it up, my order was gone. I contacted Snackpass customer service and they said they tried to ask the delivery courier for a refund but it was denied and therefore they cannot provide any refund for me. I find this extremely frustrating and weird as to why they would offer delivery service at all on their app if they cannot guarantee delivery or provide aid when they don’t deliver. The delivery set up is even weirder as it uses a second party service to deliver and when you order for delivery through their app it provides you with a link to track it that only updates semi frequently. Half the time the page wasn’t updated and didn’t show where my driver was in real time. I even contacted them again to see if they could reach out again for a refund since I placed it through their app and asked why they couldn’t refund it and they instead ignored my message.

Poor customer service and unapologetic staff. I’ve had so many issues with Snackpass/how when I order off of Snackpass vs. place an order in store, the Snackpass order is incorrect and missing ingredients. This could be the stores fault or Snackpass, but I’ve seen this trend too many times. Additionally, many of the wait times are inaccurate (pickup in 15 minutes, turned out to be 50 so waiting in the cold for 30+ minutes) and their double charging issue is completely unacceptable. I had placed a large order on snackpass and the app started not responding, so naturally after waiting 5 minutes I restarted it. However, unbeknowst to me snackpass charged me twice, didn’t send a notification, and doubled my order to the store (totalling around $50). When I arrived, they told me I had two orders of the same items and to take it, and I sent Snackpass a message about their bug. In turn, they said it was my fault for having bad internet connection (GREAT customer service) and they would give me $5 credit. Wow! How generous. When people working for a growing app such as Snackpass respond to ur concerns about their bugs by insulting your financial position/wifi connectivity, huge huge red flag. Needs work on decent customer service and fixing bugs. 👍🏻