Waitr Apologizes After Overwhelming Demand On Valentine’s Day Affects Delivery Service In Lafayette
Waitr knows they messed up on Valentine's Day, but they're asking customers for another chance to deliver.
The Louisiana based food delivery service allows you to order food for delivery or carryout from a variety of local restaurants via their website or smartphone app. You can track your food in real time from the time the order is placed, to the time your food is prepared and picked up by your personal delivery driver.
Early on Valentine's Day, Waitr posted a really cute message, asking their app users to be a part of their special night.
Of course, given the nature of the holiday, Waitr knew many of their customers would be using the app to have food delivered for their romantic evening—and they honestly thought they were fully prepared to handle it.
What they didn't know is that the demand would be over 1000% of what it was last year, which resulted in disaster for many of their customers and the restaurants they ordered from.
Some customers vented their frustrations via Facebook.
Some suggested that those waiting on food to be delivered should just go and pick it up from the restaurant themselves.
Others were upset, but also understanding.
Waitr saw the posts. They heard the complaints. They knew they dropped the ball big time.
This led to the delivery service's CEO issuing a public apology via their official Facebook page to all their upset Lafayette customers for the poor performance on Valentine's night.
To our Waitr customers and friends I want to personally apologize for our performance on Valentine’s Day. Over the last two years you have learned to rely on Waitr to get you the food you want, when you want it and I trust that most of the time our team has delivered the experience you expect. Tonight, we failed to deliver!
While no excuse is acceptable, we received 1100% more orders this Valentine’s Day than last year and simply said, we were not prepared and for that I take full responsibility! We pride ourselves on delivering the best mobile dining experience for our restaurants, app customers and Waitr team members and today we messed up on all fronts!
Our entire management team is meeting early in the morning to assess our errors from this evening and you have my commitment that we will not stop until we have corrected our mistakes and find a solution to prevent this from happening in the future.
I know that many of you are extremely upset and I can’t blame you. I can only ask for your forgiveness and continued support as we work to ensure that your every experience on Waitr is an experience you enjoy and expect! If ever you are not 100% satisfied with Waitr please contact us at 800-661-9036 or via chat within the support tab in the app and we will make good on our commitment.
Deepest apologies from the entire Waitr Management Team!
As someone who personally uses Waitr, I can say that I enjoy the service and I think it will continue to grow—both here and in other markets. Companies and brands will always make mistakes, but how they handle them is a very important measure of their worth.
UPDATE: The CEO of Waitr issued another apology via email this morning.
With that said, I believe Waitr should definitely be given another chance to deliver—and I'm almost certain they will.