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Dear team,
I am writing this formal complaint to express my deep frustration regarding the ongoing operational failures of the Talabat platform. As a restaurant owner, your current level of service is actively damaging my brand reputation and severely reducing my net income.
1. Address Critical Operational Violations
Double Pick-Up Delays: Riders routinely batch multiple orders from kitchen or venues. This causes our freshly prepared food to sit waiting, leading to cold deliveries and customer complaints.
Unjustified Cancellations: Orders are frequently canceled after preparation due to customer change in mind, rider shortages or logistics errors and system loop holes, yet our kitchen bears the cost.
Severe Delivery Delays: Logistics delays force customers to wait far past estimated delivery windows, directly undermining our brand promise of quality and speed.
2. Remediate Poor Support and Financial Strain
Unreachable Customer Care: The partner support portal is unresponsive during live, critical order issues, leaving both my staff and customers completely stranded.
Exorbitant Fees: We pay high commission rates with the expectation of premium logistics, but the service provided does not align with these costs.
Compounded Financial Loss: Lost revenue from cancellations, combined with high fees and refunds issued for Talabat’s mistakes, is directly hurting our net income.
3. Demand Immediate Corrective Actions
Assigned Account Manager: I request an immediate review meeting with a senior partner manager within 3 business days.
Logistics Optimization: An immediate halt to double-routing/batching behavior for my restaurant's orders to preserve food quality.
Financial Reimbursement: Complete financial compensation for all orders canceled due to rider delays or Talabat system errors.
Dedicated Support Line: Access to a prioritized, real-time support channel for live order resolution.
If Talabat cannot provide the baseline operational standard required to protect my business, I will be forced to escalate this matter to relevant consumer protection authorities and evaluate alternative delivery platforms.
Sincerely,
Ali Abdulghafoor
Phone: [protected]
Email: [protected]@gmail.com
Country of complaint: Bahrain
Claimed loss: Over $15K dollars, due to customers stop purchasing from us, due to cancelation, due to un agreed increase in commission. We pay premium amount of commission should cover marketing and support
Desired outcome: Revising the commission percentage, Prioritizing the branding due to high income from our endBetter Supporting team
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