Metro Dining Delivery - Restaurant Delivery Service — Restaurant in Lincoln

I have been using this business since they have started and there has been no improvement. They have a great business idea and supporting a local Lincoln business is great, but the execution is terrible. I have tried to give them every benefit of the doubt, but I am done being a customer for several reasons:

The first reason my faith was lost in this company was the fact they say they take cards, but they have never accepted one from myself or anyone I know. We have used the business enough that if they did accept cards one of us statistically should have been able to do so by now. I understand that using cards as a local business is inconvenient but if you are going to be a cash business just be honest about it. When I have asked about their card policy they have responded poorly, which leads me to my next reason.

The customer service has never been good. Dealing with customers can be unpleasant we have all been there, but customer service is in my opinion the most important thing for running a successful business. This is my experience every time I have ordered: The guy on the phone always acts like he is being inconvenienced, then the driver throws food at me like he is in a hurry, the delivery driver always looks unsanitary which makes my food look unsanitary, and I am left feeling happy I got food but unsure my experience was worth paying for. The delivery driver has other deliveries, but from using chains like Pizza Hut down to local DaVinci's the customer service is by far way better. At this point the implicit costs are too high for me to use their services.

For me this is what finally broke the last thread of hope I had in this company. They shorted me $20 today, my change should have be $31 but they handed me $11. Granted as a customer that is something I could have checked, but while he was throwing food at me, I understood he had another place to be and I was trying to be a good customer by letting the driver go on his way. This is probably the easiest problem to fix, but the reason it happened is a product of their poor customer service. Which their poor customer service is a deep rooted problem. Sure, the company could hand me my $20 back, but that does not solve any of their actual problems.

I really want to support this business, but I feel like it is obvious that as a customer I care way more about my service than Metro Dining Delivery does. They must not understand that this is a competitive market economy and the only thing stopping their future competition is someone with better customer service who accepts cards. At this point that person would have...

Was really excited to use this for the first time...did not check to make sure I received my whole order when the driver was here, which is my fault. Called the driver to ask if she had the spinach artichoke dip since it was on my receipt from Metro Dining. The owner/manager did not order it despite confirming the order with me via text (cool feature, BTW.) Based on his responses to the other reviews, it looks like his excuse will be that he was somehow overwhelmed. Of course, it is his business idea/model, so ultimately he bears the responsibility, right? The driver told me that she talked with "her manager" (who is the owner) and they would go pick up the dip and not charge me for the delivery fee. While that was nice, I had paid a "suggested gratuity" of 15% and wondered how I would be able to recoup that money. Her response was that I could talk to her manager, which I didn't care to do. Then, he called me to clarify that he did not charge me for the spinach artichoke dip, despite its presence on the receipt (they fill it out before they pick up the food from the restaurant, efficient use of time, but could use it to check what is ordered from the restaurant for accuracy). When I questioned him about payment of the gratuity and the lack of accuracy and that I thought his "generosity" of getting my dip 30 minutes after I ordered it without a delivery fee might not meet the standard of customer service I am accustomed to at other restaurants. He was clearly irritated and also told me, as he has told other reviewers, that I should just not use the service again. When I asked him to stop yelling at me and talking over me (i.e., not listening to his customer), he accused me of yelling at his driver to justify his continued aggressive behavior. When I told the 3 people in my office that I was accused of yelling at the driver in the previous phone call, they were surprised and disagreed (of course, I understand that they might be biased). Ultimately, I decided that it would be ridiculous to get the dip I ordered 30-40 minutes after I received the other food I ordered. I will not use Metro Dining Delivery again, and I would hope that some of the affiliated restaurants would be wary of continuing their affiliation. I was excited about the convenience, but disappointed with the execution and the customer service. I'm sure the response to this post will be interesting to read, but I won't...

You tell me if this sounds ethical. Food total: $24.01 Delivery Fee and 20% Tip: $15.99

Delivery should under no circumstance be this expensive. Furthermore...how the tip was calculated is questionable at best. I support paying a predetermined tip as many customers may not tip a reasonable amount and the drivers need to earn a wage. However, our tip was calculated from the subtotal which included both food total and delivery fee!! Why am I tipping on a delivery fee? Also if you are going to require a 20% tip then charge the correct amount. Our subtotal after delivery fee was $32.51. The “20%” we were charged was written as $7.49. I am not a math major but using my calculator, 20% of $32.51 is $6.50.. More or less it feels they were trying to squeeze every penny out of my order.

Metro Dining, I would consider reviewing your business model and ethical principles if you want to regain my business.

Thank you for responding,

I am not being misleading.. I am very clear in saying that the $15.99 charge included BOTH Fee and Tip combined. Read it again. For your information that breaks down to 8.50 delivery fee and 7.49 in tips. Now.. You claim "our rates and fees are clearly stipulated throughout our site". NO THEY ARE NOT. You are the misleading one. Anyone reading this comment: Go to their website and type in $24.01 into the rates and fee calculator. It will tell you "$5.50" NOT $8.50, which I was charged. I.E Just because a feature EXISTS on your website DOES NOT make it ACCURATE. And you ignored my question on why tip is calculated from the food total and delivery fee combined. Just take a step back and read your reviews carefully. People are trying to help you and you are only accepting compliments. Stop taking things personally and learn from your mistakes. Your response to criticism is extremely...