Wolt Delivery: Food and more

For a while I’ve used this app and really didn’t have much issue with it, but recently I placed an order and it was almost 30 minutes late, with no courier assigned for almost an hour. It was later at night, so I can understand that, but Wolt needs to uphold their delivery estimates as long as the restaurants are open, including actively working to get a courier to deliver orders. I tried to contact their customer service and their AI couldn’t help, so I was placed in queue to wait for a customer service agent, but the wait wasn’t a couple minutes, nor was it even 30 minutes, but 12 HOURS!! By the time they responded they apologized and offered me a 50% refund, to which I believe is crazy considering I’ve been trying to cancel the order and talk to someone for an hour and had to wait half a day to even get a reply. No matter what I tried they wouldn’t give me a full refund. I never got to talk to someone in a higher-up position because they wouldn’t transfer me, and I refuse to use this app any longer. Once I get my 50% refund, app will be deleted and they will get no more business from me ever again. 12 hour waiting time is ridiculous, not giving full compensation for their poor service is absolutely absurd, and I would trust a snail to win a marathon quicker than Wolt’s customer support to remotely come close to accepting full responsibility and providing a full refund. I’m truly disgusted

I order food often for my long distance girlfriend off Wolt on a very consistent basis and have had an amazing experience every time (even down to the graphics of the cute delivery people, tap game when an order is placed, and the automatic and perfect translations, this app is next level). My first time in visiting Denmark yesterday, we ordered food from a restaurant that was far too busy to accept our order but took it anyways, and when we complained to Wolt for the very long wait time, we had incredibly prompt and wonderful customer service from multiple people (including a full refund for the order). I have nothing but compliments for this business; hands down wish I had this delivery service in the US. I will continue to be a loyal customer long after I return home from this trip.

i have to say that i really enjoy ordering food with wolt. the interface is quick and easy, and they have a great selection of restaurants. However, on the multiple occasions that something went wrong with my order or i just wanted to cancel an existing one, wolt has provided me with the most abhorrent online customer service i’ve received in a long time. there is no way to cancel orders in the app. you have to contact a “customer service assistant” through Wolt’s live chat feature, which is already a completely unecessary hurdle of its own. By the time i get a reply (usually 10+ minutes) the restaurant is already making my food, so the order can’t be cancelled. since this is probably outsourced through some live support platform i can’t really blame the assistants themselves, since they’re also given limited options to even help me out in the first place. i’ve previously gotten a fully different order, and was rewarded with a wolt token (free delivery wow) and maybe half of the money i paid originally. these issues with customer service have really made me rethink my patronage to wolt, and with all kinds of new delivery apps popping up that don’t have these issues i think it’s time to switch.