"However, by 8:24 PM, I called Delivery.com again because I still hadn't received my food after 20 additional minutes. The representative contacted Masa again, and they told him it would take another 10 minutes and that someone from the restaurant would call me to apologize. At 8:33 PM, I received a call from a man at Masa, who explained that he wasn’t sure what had happened, but my food should be arriving soon. He expressed his sincere apologies for the hour and 45-minute wait and mentioned that he thought the driver was closer to picking up the food.
When he called, I was relieved to hear that the driver was nearly at my house. He also promised a credit for the inconvenience, stating that they normally don’t have issues with Delivery.com, although they have faced problems with Grubhub. I appreciated the call, and soon after, my doorbell rang at 8:35 PM with the delivery.
Now, on July 19, I have yet to receive the promised credit. I contacted the restaurant, and a woman who identified herself as the manager told me it wasn’t their fault the delivery took so long; she claimed it was the driver’s issue for being out driving around. I was instructed to reach out to Delivery.com for a credit.
When I called Delivery.com, they could only offer a $35 credit on my next order, but then they reduced it to a mere $10, claiming it wasn’t the driver’s fault but rather the restaurant's. They contacted Masa for a larger refund, but all I could get was the $10.
This situation was not my fault at all. I genuinely don’t think the driver was to blame either; if he had been driving around with my food for over an hour, it would have been cold. Fortunately, the food was hot, like it had just come straight from Masa. It’s disappointing for a restaurant to acknowledge an issue and then shift the blame elsewhere.
I've ordered from this restaurant many times before, and it’s unfortunate that it has come to this. If they had simply stood by what their manager told me on the 14th, we wouldn’t have this problem. I hope they reach out to resolve this matter, as they have my contact information and should take responsibility for their mistakes."
Unagi Donburi
