Complaints

• Initial Complaint

  24/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order from *** ******* on Feb 23, 2025 at 2:38 pm. My order was clearly mishandled by the driver, both coffees were spilled and the driver left a huge puddle of coffee on our steps from him spilling both coffees in the order. More than half the coffee was missing due to spillage, the bag was soaked and the lids were knocked off. Not only did I not receive the coffees I paid for, but they also created a big mess on my back porch steps that I had to clean up because of the driver's negligence. I tried to contact skipthedishes multiple times through support chat regarding this and sent an email as well. 3 times I was told by support that they will not give me a refund, not even a partial refund or re-order the items for me due to "too many refund requests" from incidents in the past where items were missing from my order, so I rightfully requested a refund for such missing items in the past. * ******** ***** ** *** ******* ********** *** *** ***** *** ****** ******** ******* *** ***** ** ******** ***** *** ****** ******** **** *** *** *** *** ****** ** ****** ** ** ***** ********** *** *** *** *** ****** ***** ** *** **** ****** ** ****). I would like a refund for this ruined order and will be disputing the charge with my bank if we cannot reach a resolution. * **** ******** ****** ***** **** ** ******* ******

  Business response

  26/02/2025

  Hello,

  Thank you for reaching out to Skip!

  We’re very disappointed to hear about your recent experience. We are always striving to provide the best service possible for our customers and we appreciate you bringing this to our attention.

  We can see that your concern has been addressed and resolved over email. If you have any further questions or concerns, please don’t hesitate to reach out using the Live Chat or email *************************

  Best regards,
  The Skip Team

  Customer response

  26/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Julia ***********

• Initial Complaint

  12/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I signed up for a free trial of SkipTheDishes Plus through a promotion from ***** During the signup, I added my card details. However, when I tried to log in, the system wouldn’t let me. It asked for a phone verification code, but I never received one, even after multiple attempts. I checked my spam/junk folders and tried different login methods, but nothing worked. I contacted four different live support agents, and all of them provided generic, copy-paste responses that did not resolve the issue. Since I cannot access my account, I am unable to cancel the free trial, which means I could be charged a monthly fee after the trial ends without my consent. I consider this an unfair ******** ******** ***** ********* ****** ****** **** ****** ** ****** * ************ ****** ***** *******. I request immediate access to my account OR a confirmation that my trial has been canceled and no charges will be made. If SkipTheDishes fails to resolve this, I will escalate the matter with my bank to block future payments and warn others about this issue.

  Business response

  13/02/2025

  Hello, 

  We understand your concern. Please email us at ************************ so we can investigate your issue and assist you accordingly. 

  Thank you, 

  Skip Team

  Customer response

  13/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: i have contacted you and your response does not make sense and has not solved my issue
  
  Sincerely,
  
  Fang ****

• Initial Complaint

  04/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Tuesday febuary 4th between 9 and 10am. I ordered 2 assorted subs with onion green pepper cucumber lettuce mayo and honey mustard. The toppings were given so sparingly they did not cover half the sub, after my.complaint I realized there were no onions. There were almost no green peppers and large sections with no cucumber. There was absolutely no honey mustard which is why I order the sub and barely any mayo. It was a very dry horrible sub. Which was made incorrectly and missing ingredients. I asked skip the dishes for a refund.myorder total was ***** and they refunded me *****. I am trying to get the rest of my refund for this inedible food they have delivered. I have pictures and transcripts of what took place

  Business response

  05/02/2025

  Hello, 
  
  Thank you for getting back to us. We are very disappointed to hear about the experience that you had and we definitely wish to take the steps towards the resolution of your concerns. 
  
  We have refunded you for the undelivered order so that you can reorder right away. You will receive Skip Credits for the affected order items and the delivery fee and tip $******
  
  Warm regards,
  ****

  Customer response

  06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,

  ********* ********

• Initial Complaint

  31/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  **** ** *** ******** ***** ******* *** ********** **** *********  In four orders, I have had 3 failures and one inordinate delivery. The company continuously gives "skip credits" to quell your dissatisfaction due to abhorrent service. I requested a full refund of my money and cancellation of my account after waiting over an hour for a 1.7km meal delivery; where forty minutes post-collection of my meal, the driver refused to complete the delivery and cancelled my order. This experience also comes after failed delivery of my first order 30 minutes prior. In total I waited 2h 45m before leaving my house to collect my intended meal from the restaurant. Had I not ordered from elsewhere using **** **** for someone else; I'd have left to collect and return with my own meal. Customer service completed their customer care experience with me by advising a credit card refund would take ten days to fulfil or I could take the "skip credit". I expressed I wish to close my account and a full refund immediately, to which the response was "The driver was unwilling to deliver your order which is why your order is cancelled and your refund is in skip credits which are available for use right away." "As much as I would like to help you further, I'm not able to change the outcome in any way, and realize this isn't ideal and have gone over everything in detail. So I'll need to close this chat now" "Thanks for choosing Skip, Goodbye" There doesn't appear to be a phone number to call for direct help; only the in-chat or email, where the company can decide when to reply and when to close a conversation at their convenience. So I shall wait to see if I am fully refunded in 10 days commencing 30.JAN.2025 20:02 EST

  Business response

  31/01/2025

  Hello, 

  We understand your concern. 

  Please email us at ************************ so we can further look into it and assist you accordingly. 

  Thank you,

  Skip Team.

  Customer response

  01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Milo ****

  
  On Feb 1, 2025, at 05:44, Operations Team ************************** wrote:

  Hello Milo,
   
  Thanks for letting us know.
   
  Certainly! We will reverse the refund back to your card. Please note it may take up to 10 business days, or sooner, depending on your financial institution, for the amount to reflect back in your account.
   
  We’re sorry to see you go. If there’s anything we can do to keep you on our network, let us know. We’re happy to talk further to provide you with the support you need.
   
  If you want to delete your account only then we are sincerely sorry to see you go, but hope you change your mind! You now have the option to delete your account under “account settings” on the latest Android and iOS app.
   
  Please let us know if you’re using a different device and we will forward your cancellation request along with your account details (email address & phone number) to the appropriate team to complete this process.
   
  If you have any further questions or concerns, please contact our support team using the information below.
   
  Warm Regards,
  The Skip Team
  George K

• Initial Complaint

  27/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for ********* at 9:35pm. The order was picked up at 9:39pm. ********* to my home is about 10 minutes driving. Once the driver left *********, he went the complete wrong way, which the route on his own would've added abut another 5 minutes extra. However, it turns out he wasn't just taking a different route, as according to live tracking he sat outside of a ****** **** for 15 minutes while my food was in his car. Skip the dishes did not tell me he was doing 2 orders, so I assume he was doing ******** at the same time. after 15 minutes he finally left to bring my food, however after appearing to miss the turn, it turns out he was dropping the ****** **** order off at apartment buildings which took him another 5 minutes. It was 42 minutes after he picked up my food that I received it, and of course it was freezing cold. Your customer service chat agents only offered me 50% refund? Why? My food was thrown in the garbage because it was ice cold. This was not my fault, it was a result of the driver breaking skip the dishes policies. I was hung up on by 2 chat agents, and my pleas to speak to a supervisor were also ignored. Im not at all satisfied with only 50% refund for food I had to throw in the garbage? Absolute terrible customer service.

  Business response

  27/01/2025

  Hello,

  Thank you for bringing this to our attention. 

  We’ve issued a refund for the affected item(s) $** in Skip Credits, which you can view in the app by clicking the profile icon, or on the Skip website by selecting the profile icon, then “View Account”. Skip Credits will be automatically applied to your next paid online order.
  If you prefer to have your card refunded, let us know. Please be advised that it can take up to 10 business days, depending on your financial institution.
  

  We do apologize for any inconvenience caused and thank you for your patience and understanding.
  

  Customer response

  27/01/2025

  
  Complaint: ********
  
  I am only rejecting this response because I do not see the credits specified added to my account, I have attached a screenshot. The only credits on my account is the initial 50% the customer service agents had offered me. 

  
  Sincerely,
  
  ***** ******

  Business response

  29/01/2025

  Hello.

  Please reach out to us at support@skipthedishes.ca for further assistance. 

  Best regards,

• Initial Complaint

  23/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was provided a ** dollar off coupon to Skip the Dishes, when I used the coupon I was shown that the reduce price would be ** dollars down from **. I placed the order under the impression that I was paying ** bucks, because that was the demonstrated price. When I checked my bank statement I was charged ***** dollars the full price without the coupon, yet skip the dishes had removed the coupon from account because I had used it, ********* *** ******** *********** **** When I contacted help they refused to refund me the 10 dollars but gave me another coupon.

  Business response

  24/01/2025

  Hello. Can you please reach out to us at ************************, so we can look into your concern. Thank you. 

  Customer response

  24/01/2025

   
  Complaint: ********  
  I am rejecting this response because: I had already reached out to your support, and was disappointed and dissatisfied with the result, hence why I contacted the BBB.
  
  Sincerely,
  
  Owen ******

  Business response

  24/01/2025

  Hello, 

  Thanks for reaching out. 

  Please forward your concern to ************************ and we will love to assist you further there. 

  Best regards, 
  SkipTheDishes Team
  

  
  

• Initial Complaint

  23/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The app has ceased working for placing orders. I get a repeated payment failed error. The error continues whether I use the app or website. I loaded a $*** gift card into my account and even when I place an order that is less than $***, I get the same error. I have contacted support and followed all of their instructions but the problem persists. At this point, they have essentially stolen $*** from me, as I have no means of using the gift card. I added the gift card into October 2024 to see if that would solve the problem, which I had been experiencing for over a year.

  Business response

  27/01/2025

  Hello,
  
  Thanks for reaching out to us!
  
  We're disappointed to hear about your experience and we would like to take the necessary steps to resolve your concern..
   
  We've asked the concerned department to review your account and they have confirmed that any holds for your account have been removed. Please feel free to continue placing orders.
  
  Just a heads up, if you need immediate support you can use the chat function for a quicker response!
  
  Best Regards, 

  Customer response

  27/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I was able to successfully place and order. 
  
  Sincerely,
  
  Karen *****

  Business response

  27/01/2025

  Hello,

  Thanks for your patience.

  The order you tried to place was in "awaiting payment" status, which means that the payment had not been completed. This is most often caused by a poor internet connection or by a page timing out before you complete the transaction. Due to this timeout, a communication error occurred between our system and your financial institution, resulting in the funds being received days after your order attempt.
  Here’s how you can troubleshoot: If you’re trying to chat through the app, delete and reinstall the app. If you’re using the Skip website, you can clear your browser cache or cookies. If you’d rather chat with us through email, shoot us a note at ************************ and our team will get back to you as soon as we can. If the same issue persist, kindly use another personal computer. 

  We do apologize for any inconvenience caused and thank you for your patience and understanding.
  

  Customer response

  27/01/2025

  The original answer about removing blocks on my account made sense. The second answer does not make sense. For one, I was paying with slip credits, therefore no communication with a financial institution was necessary. Further, the error occurred after repeatedly uninstalling and reinstalling the app and when using the website from a hardwired computer with super fast internet. It happened if using cellular data, home internet, work internet, etc. i.e. it did not appear at all to be an issue with internet speed or connection. The more plausible explanation was that there was some kind of block placed on my account, which the previous response from Skip the Dishes acknowledged. Since removing the block, the account now works (notably when using the same app, Internet, and install as was previously attempted).  The larger issue here seems to be that Skip arbitrarily places blocks on customer accounts without informing them.  When customers seek support through regular support channels, they are unable to resolve the issue and get repetitive instructions about reinstalling the app, removing all payment methods, etc. Increased transparency would be beneficial in this situation. 
  

   

• Initial Complaint

  20/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am writing to address an issue with a recent order I placed through your platform. After the payment was processed and funds were deducted from my account, I contacted **********, the restaurant fulfilling the order, and was informed that the food had been sitting there for over an hour before it was eventually dispatched. The order arrived a full two hours and eleven minutes after it was placed, by which time the food was cold and not as expected. This delay and the state of the food were completely unacceptable, especially considering the amount paid. I attempted to contact your customer support several times to resolve this matter, but I found no phone number available, and the support bot was unable to assist in any meaningful way. This experience has been extremely frustrating, and I believe it is necessary for this issue to be addressed promptly. ************* * ** ***** **** * ** *** *** **** ******** *** *** *********** ******* ******* *** * ******** **** *** ** *********** *** ******* **** ****** ** ******* ****** ***********. * **** ******* ** **** ****** ******** *** * ************ ********** ** **** ********** ********** ***** ****** ***** ******** **********

• Initial Complaint

  20/01/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They are refusing the refund as there is a large number of refunds. They funny part is that I only have 3 orders on the account. When I ask for the list of refunds given they will not provide me anything. They just end the chat and that's it.

• Initial Complaint

  20/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Skip customer service keeps gaslighting me every 3 days I talk to them for the past 3 weeks about where is my **** $** off 3 order coupons and they say they will email it to me in 24-48 hours, not once have you sent me an email. Awful customer service that one needs to resort to this. Ticket number #*********

  Business response

  22/01/2025

  Hello,
  
  Thanks for reaching out to us!
  
  We're disappointed to hear about your experience and we would like to take the necessary steps to resolve your concern.
  
  We completely understand your concerns. We've sent an email directly to the email address you've used to sign up to Skip+ with further information on your voucher.
  
  If you have any further concerns, don't hesitate to let us know.
  
  Best Regards,
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩