Stories from the GrubHub Customer Service Ninjas!

Matt and I sit right in the middle of our Customer Service area. On any given day, we hear some pretty incredible stories, both about our diners and about the Customer Service ninjas that help them.  Some of these stories are touching, some are strange, and honestly, some are just plain bizarre. But one thing’s for sure – these stories are begging to be told.

So that’s what this is – the first part in an ongoing series that’s bound to amaze, delight and potentially dumbfound. I’ll detail all the awesome things that are always going on over here, and try to feature some of our more interesting moments…

Exhibit A:

The Broken Doorbell Chart

As all of you (hopefully) know, our job is to make sure the food gets there. For a good intro into the types of things that we see, look no further than the “special instructions” diners request with their orders. It’s our job to make sure the restaurants heed these directives, especially the atypical ones. Let’s take a look:

Over 99,000 broken doorbells! What the frak! I’m not sure what the doorbell association of America is trying to pull here, but I think this deserves some more attention in the mainstream press! There’s more broken doorbells adorning the homes of GrubHub diners than there are people in all of Albany, New York.

And what about the, um, “I’m naked” instruction. Is that a warning? An invitation? Or is it just a reference to the naked guy on the couch on our confirmation page? To be on the safe side, we’re hoping it’s the latter.

Looks like I’m gonna need to dig into these numbers some more. I’m sure there are some funny and interesting stories behind them.

Hope you enjoy the series,


5 Responses

  1. Phil K
    Phil K January 31, 2012 at 12:24 pm |

    I wonder what the numbers are on crossover special instructions, like, “Doorbell is broken, use the back gate,” or, “Can you throw in some extra tzatziki, I’m naked?”

  2. Elise T.
    Elise T. January 31, 2012 at 12:38 pm |

    I wonder how many of the broken doorbells (and naked people for that matter) are the same broken doorbells, and the same naked people. I mean, maybe there are very passionate diners at the Broken Doorbell Association of America, and at the American Association for Nude Recreation?

  3. Bill M
    Bill M January 31, 2012 at 4:27 pm |

    Haha, love it Phil. Of course we all need more tzatziki when we are naked. Though to be fair, it’s much nicer to warn the delivery drivers that you are naked rather than to spring it on them last minute. It throws them off their game.

  4. Karen C.
    Karen C. June 22, 2012 at 6:14 pm |

    I just appreciate the fact that when my special instructions are not understood by the restaurant I am ordering from, they at least take the time to call me and ask for clarification. But even then they sometimes get it wrong. But most of the time they get it right.

  5. Carlos De La Pena
    Carlos De La Pena December 3, 2012 at 7:16 pm |

    A great idea for “special instructions” section would be to keep a track of all the downtown buildings that require customer to meet delivery drivers in the lobby. That way drivers can call the customer two blocks before arriving and not have to wait another ten minutes for customers to come down. Here are couple in the loop 222 s riverside & 165 n Canal.

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