I’m a diehard supporter of Baltimore businesses, but not of those businesses that refuse to give me access to a real person directly or though a call-back.

I received this email from OrderUp last Friday:

I understand that you had an issue with one of American Wings and Pizza’s drivers on Friday. Unfortunately, this restaurant doesn’t use our delivery service, they have their own drivers. Thus, I’m not able to communicate with the driver or address any problems with them. I’d be happy to look into it for you, though. Could you tell me a bit more about what happened? Thanks!

Rob

Don't get between me and wings

Don’t get between me and wings

Here’s the email I just sent:

Hi Rob—By ordering through OrderUp I thought that your firm was more than just an order processor, payment collector. I also didn’t know that I couldn’t actually speak to one of your representatives if there was a problem. I guess I should have ordered directly from American Wings and Pizza as I have in the past.

This is the transcript of my online “keyboard chat” in lieu of a real conversation with someone at OrderUp.

Andrew Fielder
Hello there! How may I help you?
Stephen Brockelman
Can you call me at 443-7**-**** about my order?
[LONG PAUSE] Hello?
[LONGER PAUSE] Hello??
AF
Sorry about that Stephen, I’m checking for you right now.
What exactly was the issue you were having?
SB
Your diver, I want to speak with a person about this.
AF
I can have someone call you right back about the driver. it’ll just be a moment if that’s fine.
SB
Thanks.
AF
Do you have an order number so I can let them know what order it’s regarding?
SB
Just a second.
DELIVERY Order #22722247
AF
Thanks, I’ll send in a ticket to have someone call you right back so we can discuss what the issue is.
SB
Thanks.
AF
To confirm, that was for American Wings & Pizza in Baltmore, correct?
SB
Yep.
AF
Alright, we’ll be contacting you shortly! Take care until then Stephen!
SB
Will do.

Call this post, “The customer service call that never came.”