I have ordered from this place on several occasions (always large orders for parties) and every time there is a problem. The first time, the food arrived cold. I called and asked them to deliver fresh food & replace what had arrived. They said they could not but would give me a credit. I said, no, I do not need a credit, I need hot, fresh food. They finally agreed to replace the food, but it took them over 2 hours.
I ordered again because I assumed that the original issue was with the restaurant and not the deliver company. This time the food arrived hot. Too bad it was all sushi rolls that should have been kept cold! The delivery driver said something like, "oh, sorry. I didn't know it should be kept away from the hot food." This time when I called I was livid, how could they expect me to serve sushi that had gotten hot, you could kill people. They advised that they would give me a credit, but it never posted to my account. After several emails, the service manager contacted me an provided a "gift certificate" for my troubles and also gave me a refund.
My next order was okay, except when I said no black pepper, the food arrived with black pepper on everything. This after they called to confirm that I wanted no black pepper. The manager, Evan, apologized and said that he'd put a credit on my account (a credit that never materialized).
Tonight was the last straw! I called because my order arrived and was the complete opposite of what I'd typed! Rare burgers arrived fully cooked (almost burnt) and with allergens that had specifically asked them not to add. Evan told me repeatedly that he could only give me a small credit b/c to him the order sounded "okay". I pointed out that the cold food was hot (and missing) and the hot food was cold.
I told him to come & get the items as it was all inedible, and to process a refund. He told me that he couldn't do that and I advised that I would dispute the charge with my credit card company. Finally, he agreed to give me a credit but advised me that "he wouldn't do business with me again." LOL! Thanks for making that decision for me, Evan. It's not as though I was going to give your company another chance. I have spent hundreds of dollars through your company, always tip the drivers, and all you can do is threaten to not serve me? A complete service failure.
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