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Restaurants on the Go/Order It.ca - BEWARE!! [moved from Ontario board]

I placed an online order with orderit.ca (Restaurants on the Go) restaurant delivery service this evening, for the first time in a couple of years. The ordering was easy, check-out fine, and the food (from The Host Restaurant) came within the alotted time.

When I asked the driver for the Visa slip so that I could add a tip, he replied that a tip had already been charged, and he raced away in a big hurry.

Imagine my surprise when I looked at the bill and discovered that a tip in the amount of $11.50 had been added to my bill (this, on top of the $6.95 delivery charge), which totalled $108 before delivery, tax and tip. I normally tip about $4 to delivery people.

I called Restaurants on the Go, and was informed that this amount did appear on my invoice when ordering, and that I did have the option of changing it at that time. Forgive me for not checking this - aside from checking that my order was correct, verifying my address, submitting my Visa information, it did not dawn on me to check the "tip" space. Although, in retrospect, the total amount after taxes did seem high.

To add insult to injury, I was told by the operator when I called back that this "tip" is added only when orders are placed online, and that orders placed by phone are not charged a tip.

Has anyone else experienced this? I've left a message with the accountant at the delivery service, requesting a partial refund on the tip. We'll see if anything comes of it.

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  1. If you feel that the site did not adequately disclose the fact that the tip would be added automatically, you can dispute the total with the credit card company.

    I suggest you go back to the website and take screenshots of the order and invoice pages to document the lack of adequate disclosure.

    1 Reply
    1. re: pgym

      Thanks for the suggestions, pgym.

    2. I am pleased to report that ROTG has credited my Visa account about one-half of the tip it had applied.

      Still...buyer beware!

      1. The original comment has been removed
        1. Why should anybody be tipped based on the price of the meal?

          1. That's very strange- I've used them lots for business situations, and never run across that. Although now that I think of it, we usually order over the phone.

            What I do find frustrating is that menus seem to change frequently and without warning, so after a lengthy round of sorting out everyone's order, I often have to hang up and take peoples' orders a second time to replace the no-longer-available items.

            I also find it takes a very long time for food to arrive- between that and the high prices, I'd rather get take-out. I'm glad to hear it worked for you.

            - Lea
            http://canada-eats.com