A lot has been written about etiquette and food. Where the forks go, what the different forks are, how to fold napkins, even what time to eat. My suspicion is that this is what led to take out orders, which then led to delivery orders. I knew I should have majored in history in college!
Regardless of how it started, the way @home diners place delivery orders has evolved over the last decade, and here at GrubHub.com we’re making the process quick and simple for you. As the customer service guru around these parts, I wanted to give you an inside look at what happens when your order is placed on GrubHub.com.
After clicking Finalize Order
Recently I’ve had some peeps ask me on Twitter about that nifty green bar that shows up on your computer screen after you’ve placed your order on our site. So what’s up with the green bar? When you submit your order on GrubHub.com, a couple things take place. First, you will notice a green progress bar as our system sends your order to the restaurant and receives confirmation that it printed out correctly. Once we have confirmation, we display your order id and estimated delivery time.
Now behind the scenes, our system automatically phones the restaurant and plays a message asking for an employee to manually confirm the order. We do everything we can to make sure that GrubHub.com orders are taken care of and given priority at the restaurants. At this time we also ask the restaurant to enter the actual delivery time, which we update on your screen and include in your receipt e-mail.
Your order has now been manually confirmed by the restaurant and is already being prepared by the kitchen. However, if anything goes wrong my team jumps in. We fancy ourselves as a Hunger Force SWAT team ready to call/chat/e-mail to clear up order confusion or manage any critical issues that arise. If the restaurant is out of sardines when you ordered extra, it’s no problem because we’ll contact you and confirm that it’s all good. This is what we do and we rock at it. Regardless of hurricanes, snow storms, rain or beautiful sunshine, as long as the restaurant is open, our customer service team will make sure your order is placed one way or another.
A couple of things to keep in mind after placing your order:
1. Make sure your phone is on! About 95% of the time, delivery drivers will try to call you to drop off your order. If your door bell/buzzer is broken and you don’t answer your phone, they get stuck waiting for you and the rest of the food in their car starts to get cold. The person who’s still waiting on his or her food gets the short end of the stick.
2. Check your e-mail. Reason for this is that we send you a confirmation receipt of your order that shows you what you ordered and where it’s being delivered. If you don’t see it within 15 minutes, check your spam folders or contact us asap! Once you see your receipt, if anything is off go on the site to live chat or call customer service at (888) 413-8032. Nobody likes missing food items from their order and the sooner you alert us, the easier it will be to fix.
3. Our customer service reps aren’t totally nocturnal — not yet at least. Our great staff literally holds down the fort until Midnight (EST), but they too need to sleep. We understand things can go wrong with an order after we’ve left for the evening and we are working to staff around the clock. But for now we are doing the best we can. If you ever have a problem with an order after we’re gone, please send us a detailed email or leave a phone message and I bet that we have it resolved before you wake up.
With that said, as we plan to launch into more markets, we’ll be expanding our customer service hours and training our staff to hang upside down bat cave style. Our strong customer service team has been a driving force in the success of GrubHub.com and we want to continue to provide the top-notch service you’ve come to expect when using our site.
4. We want to know how the food and delivery was. At GrubHub.com, we feel that the user experience extends beyond the Web site and all the way into your happy, satisfied, full belly. If the restaurant shook up your food and Kung Pao ended up in your Shui Mai, we want to know. In addition to our extensive reviews, we keep tabs on our partner restaurants and let them know when their service does not live up to our users’ expectations. We also want to know when they go above and beyond. It’s likely that stellar service examples will end up on this blog.
We are constantly improving this process but the final result should always be a piping hot order from any of the thousands of restaurants on our site!
Paul Kim leads the customer service team at GrubHub.com