I agree. Their customer support has declined significantly over the years due to what I assume to be growth and scaling pains. Then again, their early support methods included a live phone operator.
However, it's still no excuse for what they have today. Their support, in my experience, is often lackluster at best and requires the consumer to basically beg for a resolution.
I love Postmates and will continue to use them, but competitors like Doordash who have awesome customer service[0] continue to woo me over to their side.
[0] - Had a bad delivery yesterday.. their support flow to select exactly what was wrong and what I wanted done about it (bring me new item, refund me, other).
I had my first bad experience yesterday. There was a big traffic accident and my order ended up taking over an hour. A cs rep called me to apologize and explain the situation and gave me the whole order for free. I didn't expect that at all. Plus, the sandwich was extra delicious and still warm. They pretty much won my lifetime loyalty with that one $15 gesture.
However, it's still no excuse for what they have today. Their support, in my experience, is often lackluster at best and requires the consumer to basically beg for a resolution.
I love Postmates and will continue to use them, but competitors like Doordash who have awesome customer service[0] continue to woo me over to their side.
[0] - Had a bad delivery yesterday.. their support flow to select exactly what was wrong and what I wanted done about it (bring me new item, refund me, other).