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GrubHub moves into food delivery

GrubHub moves into food delivery
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  • GrubHub moves into food delivery

    Post #1 - February 6th, 2015, 10:00 am
    Post #1 - February 6th, 2015, 10:00 am Post #1 - February 6th, 2015, 10:00 am
    GrubHub is getting into the delivery business.

    For the past decade, the Chicago-based technology company's primary business was providing an online platform for restaurants to accept orders. Now it's going to offer delivery service, too.

    GrubHub said this morning during an earnings announcement that it's buying two restaurant-delivery services—Dining In and Restaurants on the Run—for about $80 million. That means GrubHub, which provides order-taking capability for 30,000 restaurants, will offer delivery services for about 3,000 restaurants.

    http://www.chicagobusiness.com/article/ ... d-delivery
    Hors D'oeuvre: A ham sandwich cut into forty pieces.
    - Jack Benny
  • Post #2 - February 7th, 2015, 10:07 am
    Post #2 - February 7th, 2015, 10:07 am Post #2 - February 7th, 2015, 10:07 am
    Problem is it costs the restaurants around 20% and won't allow you to add the expense into the pricing. Just had a meeting last wk about it. So already low margins are even lower.
    "In pursuit of joys untasted"
    from Giuseppe Verdi's La Traviata
  • Post #3 - February 7th, 2015, 10:51 am
    Post #3 - February 7th, 2015, 10:51 am Post #3 - February 7th, 2015, 10:51 am
    Jazzfood wrote:Problem is it costs the restaurants around 20% and won't allow you to add the expense into the pricing. Just had a meeting last wk about it. So already low margins are even lower.


    Just for my own curiosity - is it a better (more profitable) option for a restaurant to run their own delivery crew at regular menu prices instead of getting (perhaps) greater exposure through GrubHub?
    Hors D'oeuvre: A ham sandwich cut into forty pieces.
    - Jack Benny
  • Post #4 - February 7th, 2015, 11:19 am
    Post #4 - February 7th, 2015, 11:19 am Post #4 - February 7th, 2015, 11:19 am
    Prob cheaper but less exposure to impulse buyers. There's expenses/liabilities doing it yourself as well. We actually priced a menu adding in the new expenses which made sense to us but they wouldn't allow. Going to give it a try to see if we make it up on volume.
    "In pursuit of joys untasted"
    from Giuseppe Verdi's La Traviata
  • Post #5 - December 10th, 2018, 4:57 pm
    Post #5 - December 10th, 2018, 4:57 pm Post #5 - December 10th, 2018, 4:57 pm
    Doing business with GrubHub as a customer is infuriating. It's the toll extracted for laziness and convenience. Doing business with them almost never works out satisfyingly, or even acceptably.

    It seems that no problem, no matter how large or small, is one for which GrubHub willingly takes responsibility. For not the first, second or third time, I recently had an order that I placed with GrubHub show up exceedingly late -- in this case -- nearly an hour late. I knew, because the restaurant called me to say the food had been sitting at their establishment for nearly a half-hour, that the fault was with GrubHub. Even more annoyingly, I received this call after some anonymous drone-bot at GrubHub texted to inform me that the order had been picked up.

    Unsurprisingly, when the food finally showed up, it was ice cold, soggy and spent. I decided to contact GrubHub since this was clearly their error. When I finally reached a live person there, no easy task, she was incompetent, clueless and impotent. She kept telling me that she was going to make it right by putting some free "grub" in my account. I had to ask her several times how much free "grub" she was talking about. When she finally revealed that I'd be receiving a $5.00 credit (on a $60+ order), I'll admit that I politely went ballistic. I explained as calmly as I could that since this was clearly GrubHub's fault, that wasn't an adequate solution.

    I hung up and decided that I might do better going through their online live chat conduit. After a lengthy back-and-forth with a CSR there, I was able to extract nearly a full refund for the order. I say nearly because in the end, GrubHub would not refund the charge for their service, even though it had been entirely unacceptable and arguably dishonest.

    Here's an excerpt from the transcript of my chat with the CSR:

    (02:24:05) me: why not for the full amount, if I may know?
    (02:24:32) CSR: The processing and delivery fee. The meal was delivered and the processing is for using the GH service.
    (02:25:34) me: considering the circumstances, GH should be the first party willing to give up their fee
    (02:26:51) CSR: I totally understand that thought. And I will be sure to pass on the suggestion
    (02:27:07) me: i mean, saying the food was picked up when it hadn't been is hardly worthy of charging the customer a fee
    (02:28:52) CSR: One moment please

    The chat went on for a brief time after that without resolution and concluded with fake pleasantries on both sides.

    At first, my goal was far more modest -- hell, maybe a simple apology would have sufficed -- but the longer I had to plead my case, the more insistent I became. Motivating me was GrubHub's abject unwillingness to accept responsibility for their error, as well as their possible attempt at deception in the matter. It was pretty clear that the food had not been picked up even after they'd informed me that it had been.

    Conversely, Caviar, which I'm guessing is a much smaller player in this market, and which, admittedly, seems to charge more than GrubHub, has been nothing short of wonderful in resolving issues. I haven't had many but a couple of times when I've reported missing or incorrect items, they've voluntarily offered full refunds. In fact, I've never asked for a full refund from Caviar yet I cannot remember an instance where one wasn't proactively provided by them. So while there are downsides with Caviar, they seem to be far more focused on customer satisfaction. GrubHub comports itself with the attitude that customers have no alternative but to use them. Well, customers always have alternatives. Always.

    It's convenient to order food online. And in some cases, especially when there's a language barrier, it can be a fine option. But in the end, ordering via GrubHub provides virtually zero advantage over simply calling a restaurant and ordering from them directly. It costs more, it costs the restaurant more and it puts a disinterested bullying party between the restaurant and the customer. I guess this is the wave of the future but if GrubHub ever becomes the only conduit through we can order delivered food, it'll be a sad day for all of us.

    =R=
    Gardening is a bloodsport --Meghan Kleeman

    Why don't you take these profiteroles and put them up your shi'-ta-holes? --Jemaine & Bret

    There's a horse loose in a hospital --JM

    That don't impress me much --Shania Twain
  • Post #6 - December 10th, 2018, 5:26 pm
    Post #6 - December 10th, 2018, 5:26 pm Post #6 - December 10th, 2018, 5:26 pm
    ronnie_suburban wrote:it was ice cold, soggy and spent.
    <censored response>
    One minute to Wapner.
    Raymond Babbitt

    Low & Slow
  • Post #7 - December 10th, 2018, 7:24 pm
    Post #7 - December 10th, 2018, 7:24 pm Post #7 - December 10th, 2018, 7:24 pm
    Hi,

    I will guess the refund they offered will result in the restaurant who prepared the food not getting paid.

    Since the restaurant alerted you the food was waiting for GrubHub to collect, it seems especially poor form GH made sure they themselves were whole.

    Why not take issue via your credit card company?

    Regards,
    Cathy2
    Cathy2

    "You'll be remembered long after you're dead if you make good gravy, mashed potatoes and biscuits." -- Nathalie Dupree
    Facebook, Twitter, Greater Midwest Foodways, Road Food 2012: Podcast
  • Post #8 - December 10th, 2018, 10:48 pm
    Post #8 - December 10th, 2018, 10:48 pm Post #8 - December 10th, 2018, 10:48 pm
    Cathy2 wrote:I will guess the refund they offered will result in the restaurant who prepared the food not getting paid.

    I thought the same thing but wished to be wrong. I felt that if I'd cancelled the order, the restaurant would be left holding the bag (so to speak) entirely. I hoped that by demanding a refund after taking delivery, the restaurant might get paid since they did prepare the food within the promised time frame.

    Cathy2 wrote:Since the restaurant alerted you the food was waiting for GrubHub to collect, it seems especially poor form GH made sure they themselves were whole.

    Yes and bordering on unethical, imo.

    Cathy2 wrote:Why not take issue via your credit card company?

    It's my experience and understanding that if the delivery of the goods was made, I'd have no recourse with my credit card company. If it happens again, I'll likely try, though. That said, I'm now actively working to eliminate GrubHub from my life. They're not worthy of my business because they're parasitic barnacles.

    =R=
    Gardening is a bloodsport --Meghan Kleeman

    Why don't you take these profiteroles and put them up your shi'-ta-holes? --Jemaine & Bret

    There's a horse loose in a hospital --JM

    That don't impress me much --Shania Twain
  • Post #9 - September 25th, 2019, 8:09 am
    Post #9 - September 25th, 2019, 8:09 am Post #9 - September 25th, 2019, 8:09 am
    Hi,

    My sister lives on a farm located about 10 miles from a big town and 5 miles from a little town. Delivery? Never. A 10-20 mile round trip for pick up or going out to eat can be a pain.

    Two weeks ago, she discovered she can order food delivered. This news was as astonishing to me as it was to her. Where she lives is truly under served, though it is understandable why. Never thought she would be in anyone's delivery range.

    Regards,
    Cathy2
    Cathy2

    "You'll be remembered long after you're dead if you make good gravy, mashed potatoes and biscuits." -- Nathalie Dupree
    Facebook, Twitter, Greater Midwest Foodways, Road Food 2012: Podcast
  • Post #10 - September 25th, 2019, 12:54 pm
    Post #10 - September 25th, 2019, 12:54 pm Post #10 - September 25th, 2019, 12:54 pm
    I received an update to my car insurance policy today. Geico has completely reworded their standard policy to specifically exclude and coverage for vehicles used as ride shares or any delivery service for which you are compensated or that you have to declare on your taxes.

    They made a lot of changes, no loopholes were left. Even short term leases and rental exclusions were added.
  • Post #11 - October 5th, 2019, 9:10 am
    Post #11 - October 5th, 2019, 9:10 am Post #11 - October 5th, 2019, 9:10 am
    I called my State Farm Agent about Diving for Uber, all he said is that they highly recommend that I don't
    Why does man kill? He kills for food. And not only food: frequently there must be a beverage.
    Woody Allen

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