Customer in Bnei Brak Claims Food Was Picked Up From Floor in Wolt Delivery Incident

A woman working in education in Bnei Brak reported that a large sushi order she placed through the Wolt app arrived in poor condition, with parts of the food having fallen onto the floor and then collected by the delivery person. The order, costing 480 shekels, was incomplete and disorganized upon arrival. The customer noticed the delivery person handling food on the ground outside her building but did not initially realize it was her order. After bringing the food upstairs, her family found missing pieces and improperly arranged sushi rolls. Upon returning downstairs, she discovered sushi pieces scattered in the courtyard, some on the floor, which the delivery person had picked up and returned to the containers.

The customer contacted Wolt's customer service demanding an immediate response and a full refund, citing health concerns. However, the process took several hours and mostly involved automated messages. She requested to speak with a human representative, but was told the company was trying to contact the delivery person for more information. After about two hours, Wolt offered a partial refund of 50%, which she rejected, insisting on a full refund. Eventually, after roughly three hours, her account was credited with the full amount plus an additional 15 shekels as compensation. The refund was issued as app credit rather than a direct monetary return. Following the incident, the customer stated she would no longer order through Wolt.

Wolt responded by apologizing, explaining that the bag had torn during delivery and acknowledging that their handling of the situation was inadequate. They emphasized that this is not their standard, confirmed they compensated the customer, and said they are learning from the incident to improve their service.