Pickup Refund Issue? Menulog Refuses to Help

LBabyChica on 03/01/2024 - 20:06
Last edited 04/01/2024 - 11:49 by 1 other user

So, just recently, I placed a pickup order at a Vietnamese restaurant near me and used Menulog for the first time to place the order. I went to the restaurant to pick up the order, and everything seemed fine until I got back home and noticed that I was missing two main meals of pho from my order. I called the restaurant and explained the issue, but they directed me to Menulog to process the refund.

I spoke to the Menulog chat, and after informing them about my order issue, they told me that since it was a pickup order, they couldn't process a refund and advised me to call the restaurant. I called the restaurant again, and they adamantly stated that they could do nothing since the payment was made through Menulog, and I would have to talk to them about it.

Now I'm just confused and annoyed because I'm being passed around, trying to get a refund for the missing orders for both. I'm wondering if anyone else has had this issue with Menulog pickup and if they were able to get a refund for missing items though Menulog or the Restaurant when they accept a Menulog pickup order?

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Comments

  • Protractor on 03/01/2024 - 20:13
    +2

    Aaagh the gig economy. Just avoid. Call it a lesson and move on.( Someone -an AH - ate your meal. )

    • BabyChica on 03/01/2024 - 20:15

      I hope the restaurant wouldn’t pinched my meals and charge it to me. Doesn’t really makes sense. Probably it’s just a mistake where they forgot to make the orders since it was busy when I picked the food up.

    • JimmyF on 03/01/2024 - 20:18
      +4

      Reading is hard, but the OP picked up their own food and failed to check for missing items before they left, only to find…….missing items.

      • AustriaBargain on 03/01/2024 - 20:26

        Yes, it was made and served either by an employee or the business owner. Or possibly the owner's children.

        • thatonethere on 03/01/2024 - 21:00
          +1

          After some bad errors on my part and a heap of judgement from my family i always carefully check inventory on delivery…

      • BabyChica on 03/01/2024 - 23:49
        +1

        Yeah sorry for the long winded post. In hindsight I would have checked if I had gotten everything from my order, but the bag was stapled when I received it so didn’t really think twice to open it before driving back home.

    • AustriaBargain on 03/01/2024 - 20:26

      I don't know about Menulog, but Uber Eats iirc only charges about 5.5% for pickup orders. If the store doesn't get many pickup orders then 5.5% for an entire online ordering system, including payment processing, is very good value for them. Plus these apps brings in users of these apps that their own online system would never have found.

      • JimmyF on 03/01/2024 - 20:29

        5.5% even if they get lots of orders isn't too bad when you factor in the CC fees most places would have to pay anyhow.

        The biggest issue with these delivery platforms is you give up so much control, no control over the drivers, no control over the refunds etc.

        So many drivers gaming the system, ending up in cold food, and customer refunds.

        • AustriaBargain on 03/01/2024 - 20:34

          Little restaurants don't want control over drivers. Managing drivers is a huge pain in the ass. Most pizza places will deliver because it's expected, and plenty of Chinese food places will. But most of the restaurants in Uberlog have never delivered before and wouldn't know how to manage or roster drivers. Too many drivers and there's nothing for them to do, there's only so much cleaning and prep that can be done. Too little rostered on and orders can't be delivered. A manager that doesn' know how to handle them will have teenaged drivers out wasting time on the road to get out of work. It's a hassle.

          Having your own drivers is fine for restaurants that have an online ordering system, have a system and a team of drivers, and have good social media and menu delivery game. But that's not most restaurants. Uberlog evens the playing field in terms of online ordering and delivery. The fact that they take 30% is sad, but Uberlog isn't hardly making money themselves, and Elon Musk is promising us self driving cars soon which will lower that 30%.

          • Daabido on 03/01/2024 - 22:12

            @AustriaBargain: Elon's promise echoes the classic "fusion power is just 20 years away and it always will be."

            • AustriaBargain on 03/01/2024 - 22:16

              @Daabido: Yeah well it's bound to happen sooner or later. It'll make and save trillions. And cars are already self driving in some cities. Sure it's test phase and they will often stop and need assistance, but they are doing it.

          • JimmyF on 04/01/2024 - 09:03

            @AustriaBargain:

            Little restaurants don't want control over drivers. Managing drivers is a huge pain in the ass

            LOL All places would love control over having good drivers but most don't have the volume to justify hiring their own direct so put up with the crud gig ones.

            Most pizza places will deliver because it's expected, and plenty of Chinese food places will

            Because they had the volume of sales to justify having drivers. Back in the day there weren't many places that delivered food. It was pizza or Chinese or get it yourself, then came Thai food and a few other places, but choices had been limited.

            The fact that they take 30% is sad, but Uberlog isn't hardly making money themselves

            and I fail to understand how they can't make money with those cuts, plus delivery fee plus service fee.

            Honestly Uber has been one of the biggest white elephants of this century. So much promise to make money, but failed to happen. All the early VC cashed in when they dumped the hot mess to the stock market for the retail mum and dads to own.

  • brendanm on 03/01/2024 - 22:46
    +5

    Should have just ordered through the store.

    • stuffandthat on 03/01/2024 - 23:32
      +1

      Surely it would have been cheaper and probably appreciated.

    • BabyChica on 03/01/2024 - 23:57

      I’ll know for next time. I thought it would be more convenient for me since their line was busy and I couldn’t get through to someone and also just wanted to pick it up soon after work in time to get home before it was too late for dinner.

      • AustriaBargain on 04/01/2024 - 09:17

        You’re right, they probably wouldn’t have even answered the phone.

  • garetz on 03/01/2024 - 23:27
    +2

    Menulog is the intermediary, they have no control over pickup orders, its your responsibility to make sure what your order was correct on pickup.

    If you left without checking in front of them, they can claim you got the correct order and are lying about the missing items.

    So basically you have no recourse. Unless you want to stop using menulog and get banned on their service you can do a charge back.

  • pegaxs on 04/01/2024 - 09:56

    How did you miss two bowls of Pho? They usually come in what I can only describe as 44 gallon drums…

    I can’t help but think that being a pick up, this is partially your fault for not checking the order before you left the store.

    And you ordered through Menulog and then went to the store to pick it up? Why not just order off the shop directly?

    • BabyChica on 04/01/2024 - 18:37

      It was a large order, so by the time I left the restaurant it was two large stapled bags I was carrying to the car, I didn’t really want to inconvenience the restaurant by unpacking the order to make sure, since when I got there the restaurant was full of diners and no space to double check. Also I couldn’t get though the restaurant by phone so last resort I ordered through Menulog instead.

  • Ughhh on 04/01/2024 - 10:10

    Ask the restaurant to make you another 2 phos?

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