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May 18, 2022 01:00 pm

GrubHub Was Getting 6,000 Orders A Minute During Its Promo Day, Overwhelming Restaurants

A delivery app marketing campaign offering a "free lunch" -- aka a $15 promo code valid for three hours -- sent customers and restaurant workers alike into a spiral on Tuesday as thousands of orders jammed the system and disgruntled New Yorkers tweeted through their hunger pains. BuzzFeed News reports: GrubHub's New York City campaign on May 17 touted the physical and mental benefits of eating lunch, but yielded dozens of complaints, cancelled orders and service workers telling BuzzFeed News they were "exhausted" trying to keep up. GrubHub told BuzzFeed News that at times during the promotion that ran from 11 a.m. to 2 p.m. the app was averaging 6,000 orders per minute. "It got overwhelming," said Brandon Ching, who was working the counter at Greenberg's Bagels, a popular sandwich spot in Bedford-Stuyvesant, Brooklyn. "We were short-staffed today so it really added extra stress to my day." And customers were frustrated at the delays. Ebenezer Ackon told BuzzFeed News he was in 3,630th place in line to talk to GrubHub's customer service when he gave up, after waiting more than an hour for food, and went to get something from across the street from his apartment. Blake, who didn't want to use his last name, said the small Brooklyn cafe he ordered from received 200 orders in five minutes as soon as the promo began, so they reluctantly had to cancel orders -- including his. [...] Customers may be frustrated about not getting a product they wanted, but for service industry workers it was a day of non-stop stress. A spokesperson from GrubHub sent BuzzFeed News a statement following the fiasco: "It's clear, New Yorkers were hungry for lunch! While we knew 72% of New York workers call lunch the most important meal of the day, our free lunch promotion exceeded all expectations." Tuesday's campaign received six times more orders than a similar promo last year, they said. The company's statement mentioned that "initial demand temporarily overwhelmed" the app and served customers an error message that was "rectified so New Yorkers could enjoy their much-deserved lunch."

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