I should point out that we're really talking about two types of customer service experiences here. When it comes to our Plus merchants, we're facing way less challenges simply because we're interacting with them via tablets or electronic ordering. Where we don't succeed yet, is the customer service part of our Anywhere product. Here we don't have integrations with all merchants and the error rates are higher and so is the level of complexity when something goes wrong.
That's great, but it's your responsibility to manage this complexity. You should refund the money to your customers when there's an error, not give excuses.
Yeah, you're right, I didn't word that very well. I edited the comment (it used to say "No, sorry, you shouldn't point that out. You should refund the money…")
The co-founder acknowledged problems but offered reasons instead of a solution. I don't care how hard their job is, I care if they offered a solution for the specific person who complained. (They did not.)
If they know they're unable to cope with load they should auto-refund customers who ask rather than waiting till they ramp up their CS team. Misaligned incentives or what?
Exactly, this is not a company fighting against some force-of-nature problem, curing the sick, or fighting poverty... Explanations for why Postmates doesn't execute well on self-made problems shouldn't hold a lot of water.
I think this is a misunderstanding. I was referring to the first paragraph in my own comment. When it comes to your original comment: Yes, we should have just refunded you. I can look into this if you like.
That's great, but it's your responsibility to manage this complexity. You should refund the money to your customers when there's an error, not give excuses.