Complaints

• 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,
  

• Initial Complaint

  20/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They offered ** dollars off if I spend ***** off and did not honour it..I ready the fine print and they told me." This deal has reached its limit and is not available r8ght now" even though the advertisement was still posted . They did not honour their advertisement. Therfore it is false advertising. Sucking me in with promises of deals.hoping I just pay full price

  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. As you are a valued customer, we have gone ahead and issued $** in Skip Credits to your account for the issues.
  
  If you have any further concerns, don't hesitate to let us know.
  
  Best Regards,
  

  Customer response

  22/01/2025

   
  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.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  20/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is an issue about a small amount of money but the issue has been consistent and it appears Skip the dishes is essentially atleast partially charging twice because they were not able to deliver the first time. I ordered a ********’s order one of them items was a small strawberry banana smoothie, like is often the case an item was missing from the order and this time it was the smoothie. My son is autistic and these one of his “safe” foods so as you may have guessed when it again didn’t arrive from Skip he was very disappointed. My issue is Skip gave me a refund of **** that is the cost of the smoothie before tax, before their insane deliver fee and before I have to tip the driver again. The actual cost to reorder this item would be about *****. They said they give me 3 more credits and I think at the end 5. But I am still out money and it’s not fair for a company to not deliver than expect you to pay there fees again. They also would not allow me to speak to a manager.

  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 have gone ahead and issued a refund for tips and fees $***** in Skip Credits, which you can view in the app by clicking the person icon > “Credits”, or on the Skip website by selecting your name > Account Settings.
  
  Your Skip Credits will be automatically applied to your next paid online delivery order.
  
  If you’d rather have your card refunded, let us know! Please be advised that it can take up to 10 business days, or sooner, depending on your financial institution.
  
  Thanks,

  Customer response

  22/01/2025

  
  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.
  However, Skip the Dishes needs to change this policy this is not a one time thing. * **** ***** ** ****** *** **** ********* ********** ****. Apparently your customer service workers are powerless to offer proper refunds, this needs to be changed. Or don’t offer a refund simply offer to have the item resent free of charge.
  Sincerely,
  
  **** ******

• Initial Complaint

  16/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ordered through skip the dishes numerous times, due to a disability. At least half of these times the order has been incorrect or items missed. I have contacted skip every time and a refund in the firm if a credit is applied to my account however, the tip, which has to be applied before the delivery is made, is never refunded. Today, I placed an order for three drinks -all three were not what was ordered. I contacted the company and let them know that they were incorrect. They replied immediately saying there would not be any further refund as I’ve had too many complaints, as if this is my wrong doing. The amount if compensation I’m seeking is the full amount if this order ** ******** ** ***** *** * **** **** *** ** ********* *******

  Business response

  18/01/2025

  Hello. For assistance, please reach out to support@skipthedishes.ca. Thank you. 

• Initial Complaint

  13/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered food delivery through SKIP the dishes and the courier delivered my package to the wrong address despite the correct info being provided. He messaged me to say the building code wasn't working but it's because he was in the wrong building. He then must have tailgated inside because a few minutes later he sent me a photo of my package outside of a door that I didn't recognize. I immediately contacted SKIP to flag the issue and to request them to contact the courier but the only customer service available were chatbots so I wasn't able to get anywhere. Finally I was offered a credit which I refused because I wanted a refund. They said they were sending me a credit anyway. I objected and then the next person/bot I spoke with said that actually no credit would be given because my account was too new and that the matter had to be investigated further. I was left uncertain of whether I would get a credit or a refund ** *** ************ at all for the failed delivery. It was very stressful.

  Business response

  14/01/2025

  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 would love the opportunity to make this situation right for you. We appreciate your feedback and we'll follow up to ensure this situation doesn't happen again. 
  

  We can confirm that a full refund has been issued back to the card for this order. Please note, it may take 5-10 business days depending on your bank. 

  If you have any further concerns, please let us know via email at ************************, or use the chat function for a quicker response. 

  Best regards,
  The Skip Team.

  Customer response

  14/01/2025

   
  Complaint: ********  
  I am rejecting this response because: a refund is insufficient compensation for the very poor customer treatment I received. This issue was bungled at far too many stages and it caused me a great deal of distress. I am still unhappy with the notion that it should take up tp 2 weeks to refund a major credit card that is unacceptable *** ***** **** **** ******* **** *** **** **** ****** ********** 
  
  Sincerely,
  
  Jessica ********

• Initial Complaint

  13/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered on 10/01/2024 at 4:57pm. My order number is ********* with a transaction total of $***** paid via Credit Card. The order was not delivered (the order tracker did not update for over an hour and a half) before I tried to contact Skip customer service via chat. Chat customer service from Skip while saying that they were willing to help was unhelpful. The first time I chatted in to request an update on my order and the chat was ended. The second time I chatted in to request an update on my order, an update was provided that the courier had accepted the order but was told that I could cancel this instead so that I could refund my refund - however was told "I'm sorry to hear your order wasn't what you'd expected. It appears that Skip has consistently fallen short of your expectations as you've had a large number of requests for refunds. Due to this activity, we're not able to offer you any type of reimbursement to your account moving forward." I asked for clarification however was told "I apologize for the inconvenience. You will have to wait for the appropriate team to look into your order further and reach out to you via email. I'll be leaving the chat now, as there isn't any further information I can provide. If there's anything outside of reimbursements that we can help with, feel free to reach out again." However, I only have 11 orders on my account and have not previously requested refund for any of these orders and my order had still not yet been delivered - so I reached out to Skip chat once more to request a contact email address that I could reach Skip customer service at but received no response via chat before the chat was closed on me once again. I am highly disappointed with this lack of customer service from Skip and I would like my money refunded back in full for the order that was not delivered after now 2 hours of waiting time and zero updates on the tracker for the courier who was supposed to pick up my order.

  Business response

  14/01/2025

  Hello,

  Thank you for reaching out to Skip! 

  We're very disappointed to hear about the delay on your order and the experience you had on the chat. We appreciate your feedback and we'll follow up to ensure this doesn't happen again. 

  We can confirm that a full refund for the order was issued back to the original method of payment. Please note this may take 5-10 business days depending on your bank. 

  If you have any further concerns, please don't hesitate to reach back out via ************************ or via the chat. 

  Best regards,
  The Skip Team

• Initial Complaint

  13/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I participated in a SkipTheDishes Rewards challenge in December 2024 that required me to place 5 orders with a subtotal of $** or more within the month to earn 15,000 reward points. Despite fulfilling the challenge requirements, the reward points were not credited to my account due to a system glitch acknowledged by SkipTheDishes representatives. Customer support provided inconsistent and inaccurate information, failed to resolve the issue, and ultimately dismissed my valid claim. Challenge Details: Place 5 orders with a subtotal of $** or more by 11:59 PM EST on December 31, 2024. Reward: 15,000 Skip reward points (equivalent to $**). Orders Placed (***** ********): Order #*********; Date: 12/14 Order #*********; Date: 12/20 Order #*********; Date: 12/20 Order #*********; Date: 12/27 Order #********** Date: 12/31, 6:23 PM EST Conclusion: I successfully completed the challenge by placing 5 eligible orders within the required time frame. System Glitch: SkipTheDishes acknowledged a system glitch that failed to tag the 5th order as completed within the challenge timeline. Despite this acknowledgment, they denied me the reward points without rectifying the glitch. Misleading and Contradictory Information: Customer support initially claimed I did not complete the challenge because only 4 eligible orders were placed. This is factually incorrect. Later, support claimed the points were already "redeemed" as $** Skip credits, which is untrue and unsupported by my account balance history. Dismissive Resolution: Support offered 5,000 points ($** as compensation, which is inadequate given I met the full challenge requirements. Both agents abruptly and rudely ended the chat, one of them ******* accusing me of frequent refund requests as justification for refusing further assistance. Evidence Provided: Receipts of all 5 eligible orders, including subtotals and dates. ******** **** *********** ***** ******* ************ *** ****** *** ******** ************ **********

  Business response

  14/01/2025

  Hello,

  Thank you for reaching out to Skip!

  We're very disappointed to hear about your experience on the chat, and we understand your concern. We'll follow up so we can work to ensure this doesn't happen again, and we'd love the opportunity to make this right.

  While we aren't able to manually adjust the rewards points, we have added $** to your account in Skip Credits which can be used towards your next order. 

  If you have any further concerns, please don't hesitate to reach back out via *************************

  Best regards,
  The Skip Team

  Customer response

  14/01/2025

   
  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.
  
  Sincerely,
  
  Livjot ********

• Initial Complaint

  10/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered dinner through skip the dishes. The order was originally supposed to take 20 minutes. It took almost an hour and the food arrived completely cold and inedible. I brought it to their attention, informed them the courier made multiple stops along the way thus anffecting food quality and asked for a refund. They stated that they are only willing to offer a 50% refund and that’s their policy. I find it truly disgusting **** * ******* **** ***** **** * **** ******* ** ******* ***** **** isn’t willing to back their service by providing a refund for unsatisfactory delivery of service. These services charge a premium which I am more than happy to pay if they hold up their end of the bargain. Everything we ordered had to go in the garbage.

  Business response

  11/01/2025

  Hello,

  Thank you for choosing Skip!

  We apologize for the inconvenience caused. We’ve issued a refund for the order in Skip Credits as an exception, which you can view in the app by clicking the person icon > “Credits”, or on the Skip website by selecting your name > Account Settings.
  
  Your Skip Credits will be automatically applied to your next paid online delivery order.
  
  If you’d rather have your card refunded, let us know! Please be advised that it can take up to 10 business days, or sooner, depending on your financial institution.

  Thanks

• Initial Complaint

  06/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on skip the dishes on December 24th 2024. When I didnt receive my items I messaged skip the dishes chat where a CSR offered me a refund. At this time I accepted the refund option to see they refunded me the portion they agreed to. Shortly after the refund Skip the dishes reversed the refund then also took additional money out of my account without authorization as well as for no known reason. I have contacted skip multiple times know regarding this matter and have also contacted my bank which is currently investigating a fraud dispute with skip the dishes. My orginal amount to skip was $***** they refunded me $***** then withdrew $***** and again for another ***** which put me into overdraft on my account which I also had to pay for. My $***** order has now costed me $****** without any reason

  Business response

  07/01/2025

  Hello,

  Thanks for reaching out to Skip!

  We're disappointed to hear you have unauthorized charges, and we'd gladly help look into this for you. Can you please send us an email to ************************ so we can assist accordingly?

  Best regards,

• Initial Complaint

  06/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** * ****** * ***** **** ** **** ** ***** **** * ** **** *********** ** *** ******** ************* I wanted an explanation as to why SkipTheDishes removed various Quality of Life aspects from their original App, as it appeared as though they only did it in order to make their Premium App appealing. Initially, the individual helping me seemed like they genuinely wanted to help. However, I was told to "wait 2-5 minutes" while they looked for help on the matter. I was then transferred to someone else, and then the chat was ended without warning. Ultimately, * ***** ***** ***** ** ***** ******* ******** ********** *** ** * ***** ***** ***** ** ***** *** * ******** *******. * *** ******** ***** **** **** ******** ***** ** ** ******** **** *********** *** ***** ****** **********

  Business response

  07/01/2025

  Hello,

  Thank you for reaching out to Skip!

  We're sorry to hear how you feel about Skip+, and your feedback matters to us. 

  Based on your recent chat history, it seems you are referring to the Skip Rewards points system, which was changed from points-per-dollar-spent to a challenge-based rewards system. This way, customers can complete challenges to earn even more rewards points. Please note that the changes to our rewards system occurred back in October 2023, and it is not associated with the release of Skip+. We appreciate you taking the time to let us know your point of view, and we have noted your feedback for the appropriate team. 

  We're also disappointed to hear about your experience on the chat, and we will be following up with the agent handling your concern so we can work towards a much more positive experience in the future. 

  If you have any further concerns, please let us know by emailing ************************, or use the chat feature for a quicker response. 

  Best regards,
  The Skip Team

  Customer response

  09/01/2025

   
  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.
  
  Sincerely,
  
  Charles Rally

*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. ↩