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.
What ever happened to civility?
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?
However, it's still no excuse for what they have today. Their support, in my experience, is often lackluster at best and requires the consumer to basically beg for a resolution.
I love Postmates and will continue to use them, but competitors like Doordash who have awesome customer service[0] continue to woo me over to their side.
[0] - Had a bad delivery yesterday.. their support flow to select exactly what was wrong and what I wanted done about it (bring me new item, refund me, other).