Smood Reviews 341

I got an email saying I would get 10.- CHF in my next order so I was actually super happy and decided to treat myself (as it's super expensive to order through here). Once I made my order, I add in the code to get the 10.- CHF off but that's when they tell me that I have to order 30.- CHF minimum to benefit from this voucher so a rip off since I'm on my own and am unlikely to order more than what I did.. Unacceptable! Once I tell this to the customer support, they say there is nothing you can do you need to purchase 30.- CHF to get the voucher. I answer that I get it but it's very disappointing!
I decided to order anyway without the voucher ending up paying 25.-CHF for a bamee sandwich and 2 spring rolls and 1 coke and now I get an email saying:

Hello,
We are really sorry but due to a busy shift and a lot of orders, your order will not be delivered at the announced indicative time.

Please accept our apologies for this waiting time.

God knows how long I will be waiting now..

"We are really sorry but due to a busy shift and a lot of orders, your order will not be delivered at the announced indicative time. Please accept our apologies for this waiting time. Enjoy your meal and have a great day" - this is what you hear from them more often than it would be acceptable meaning that they keep taking orders despite knowing that they have insufficient capacity... enjoy your cold food then if you choose this "rapid" expensive delivery service. You would be better of just walking all the way to the restaurant and getting your takeaway on your own - spares you time, money and unnecessary anxiety.

1. Delivery Time extends to 2 hrs
2. Agent in the chat was completely helpless and texted nonsense
3. hotline is fee-based
4. after 1:30hrs wait they told me that the restaurant is closed
ALL IN ALL - I WILL NEVER ORDER AGAIN VIA SMOOD!

Our food came 3 hours late and cold. Customer service was not available to provide us the status.
Unfortunately, they also never came back.

Do NOT use Smood! They are RUINING restaurants and taking full advantage of a terrible situation during the crisis! You will PAY UP TO 40% MORE for the same food, and the restaurant makes no profit. Smood has terrible contracts with its restaurants, terrible service, and the platform crashes constantly. Deliveries often an hour or more after the prescribed time. But most importantly, they are destroying restaurants and profiting from a crisis, when we all need to be supporting each other. Shame on you, Smood. Hop Delivery is a MUCH better option!!!

Terrible service. We looked forward to a wonderful meal which arrived an hour late . This is sad. The food was unpalatable. Not acceptable. We hope they can do the right thing by refunding our money. Rarely seen such incompetence. The order placing was an enigma. We were over charged. Had to reorder.

The worst service ever. food is always delivered cold and soggy. The customer service didn't reply. We had items missing and no refund. They stole our money

Do not order from them never! They take the money and not deliver the food, and in addition they do not refund your money!!! They are robbers and fraudsters!

Horrible service and customer support. Waited more than 3 hours without receiving the food. Cancelling the order through the online customer service is impossible.

catastrophic service time and time again. when will a new delivery service provider come and exploit this clear opportunity to do better?

The food was inedible. The order was forty minutes late, the food was cold.

30 minutes after I ordered my food, the order got cancelled because the restaurant was not even open that day and they charged over 16 francs for 10min delivery.

I was told I would receive smood credits and I asked for a refund, which they confirm it was possible. Took over 4 days for them to process the return.

They shouldn't have allowed my order to be placed in if the restaurant is not open.

Worst delivery service ever. 45 min late and I still have not received anything. No answer on the phone or chat. Will have to skip dinner tonight.

I have now been waiting for 2 hours for my order, 1.5 hours delayed with no updates and unable to reach anyone from Smood. This is not the first time I have had orders arrive extremely late. I have had orders arrive late and cold, with no effort whatsoever to rectify this from customer service. Absolutely ridiculous and unacceptable. Will order elsewhere next time.

@smood.ch Geneva. From a very regular customer, before further developing your business, improve your service. Orders are often arriving late and incomplete. Customer services are badly trained and take no accountabily. There is a lot of compeition out there. Who needs you???? Never again am I ordering from you. My order arrived 40 minutes late; and incomplete. Not even an apology was made.

15 minutes past delivery time I tried to call the restaurant from which I ordered, but nobody answered. Then I contacted Smood via chat and they told me that the restaurant "could not fulfill my order because some of the items were not available" and gave me a refund on my Smood account. It's quite clear that at least the opening hours of the restaurant were not correctly managed by Smood and instead of cash return they give you a credit so they keep the money. Also, the promised extra consolation credit was not actually added (at least not at the time of writing). Some previous orders worked fine, but their data is not managed well and they lack a process for tracking stuck orders so that you cannot trust your orders will be processed at all.

I ordered a couple of times with Smood as I thought... it's a local company, it's worth giving them a chance!
However, the service has gone worse each time I tried.
The last one was paramount : there was a mixup in my order (appearing as "delivered" wrongly). I called (paying number) 15-20 minutes past the delivery hour and they told me "we do not know where your order is... we'll send you a new one asap". I agreed to give them a second chance. The order never arrived and I asked for the reimbursement of my order after one hour. This happened 15 days ago and I am still waiting for my reimbursement.
DO NOT order at smood, you'll neither get your food nor your money back !

Horrible company. The food is cold, delivered at the wrong time. Only a few restaurants offer decent food. The worst is the delivery. The drivers frequently called our neighbours house disturbing them, they are rude, leave rubbish behind them, and do not read instructions. The negative reviews and the calls to the support service of Smood had no effect.

Third time where they sell us a dish from a restaurant that is closed. They’ll take your money first and then reimburse it as smood credit, so you don’t have a choice but ordering via their service again. Moreover, delivery is often late, so you are stuck with cold food, as was the case for our second ordering attempt tonight. We are done with Smood.

The order had been ready since 40 minutes and was waiting upon the delivery man to recuperate it. As he arrived to my house he was rude and did not apologize for the huge delay and acted like he had ‘no f***ing clue’ (put in his words exactly). As a result the food was cold and i ate 2 hours after having ordered.