ClusterTruck
🍽️ Restaurants · Indianapolis
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
The fried rice served was of poor quality and microwaved.
Business reply on Google
Hi, there - Thank you for the feedback. We're really sorry to hear this was your experience. One thing I did want to clarify is that we don't have microwaves in our kitchen, so your fried rice wasn't microwaved. It's cooked fresh on our sauté station, and you can see part of our cooking process here: https://www.facebook.com/share/r/19Sw6hY7qJ/. That said, if the fried rice was dry, overcooked, or just not up to our usual standards, we'd really like to look into it and make it right. Please text our Customer Experience team at (317) 732-1084 with your order details so we can learn more about what happened and make this right for you. We appreciate you bringing this to our attention and hope you'll give us the chance to earn back your confidence.
The delivery service provided by the driver was unsatisfactory.
Business reply on Google
Hey, Franklin - Thank you for your honest feedback. We're very sorry to hear about your delivery experience, especially since you enjoy our food. That's not the level of service we want to provide. If you're willing, please text us at (317) 732-1084 with a few more details about what happened. We'd like to review the delivery, share your feedback with our Logistics Management Team, and see what we can do to make this right. We appreciate you bringing this to our attention and hope you'll give us the opportunity to earn back your trust.
Multiple orders arrived with missing items and ignored instructions.
Business reply on Google
Hi, Erica - I’m really sorry to hear about your experience—especially having issues on two separate orders. That’s definitely not the level of service we aim to provide, and I understand how frustrating that must be, especially given the cost. We’d really appreciate the chance to look into what happened and make this right for you. Could you please reach out to our Customer Experience team with your order details? You can call or text us at (317) 732-1084. We take feedback like this seriously and will also be sharing it with our team to ensure we’re improving on order accuracy and following delivery instructions. Thank you for bringing this to our attention—we hope to have another opportunity to serve you better.
Delivery time significantly exceeded the estimate provided by the platform.
Business reply on Google
Hi Glen — this is Jom, Customer Experience Manager at ClusterTruck. I’m really sorry about your experience last Friday. We were significantly impacted by the St. Patrick’s Day Parade traffic downtown, which slowed down our drivers returning to the kitchen and caused delays that were unfortunately longer than normal. That said, this is not the level of service we aim to provide, and I completely understand how frustrating that wait must have been. I’ll be reaching out to you directly so we can take a closer look at your order and make this right. We truly appreciate you bringing this to our attention, and we hope to have the opportunity to provide you with the experience our customers usually expect from us.
The business cancelled the order after an hour of waiting.
Business reply on Google
Hi, there! We’re really sorry to hear about this experience — having your order canceled that long after placing it is definitely frustrating, and we understand how disappointing that can be. Unfortunately, we weren’t able to locate your order based on the information in the review, but we’d really like the opportunity to look into what happened and make it right. Please reach out to our Customer Experience Team at [email protected] or text us at (317) 732-1084, and we’ll be happy to take a closer look. We appreciate the feedback and hope we can turn this experience around for you.
The business closed its location without warning employees or couriers.
Business reply on Google
Hi, Jason - We’re sorry to hear your frustrations. Closing our KC location was a very difficult decision and not one we took lightly. We understand the impact this had on both our team members and customers, and we truly regret the disappointment it caused. As we focus on franchising ClusterTruck, we hope to return to KC with the right local partner. In the meantime, we remain committed to supporting our people and communities the best way we can moving forward.
Incorrect order, refused refund, and undercooked food provided.
Business reply on Google
Hi, Maddox - I’m really sorry to hear about your experience — it’s absolutely not the kind of service we want anyone to have with us. I tried locating your order using the name and details you provided, but I wasn’t able to find a match. When you have a moment, could you please reach out directly to our Customer Experience Team at [email protected] or text (317) 732-1084? We’d love the chance to make this right. Thanks again for bringing this to our attention — we truly appreciate the feedback.
Order was canceled without notice after a long wait time.
Business reply on Google
Hi, Junior - I’m so sorry for the frustration — the order submitted through the 3rd Party Platform had an invalid phone number, so we tried delivering but couldn’t reach you. Please reach out to our Customer Experience Team at (317) 732-1084 or [email protected], and we’d be happy to make this right for you. We truly value your feedback and the opportunity to improve your experience.
The restaurant repeatedly prepares the order incorrectly and ignores support requests.
Business reply on Google
Hi, Gayle - I’m really sorry to hear that the taco salad hasn’t met your expectations on past orders. That’s definitely not the standard of service we hold ourselves to at ClusterTruck. I also checked and saw that our Customer Experience Team has responded promptly each time you’ve reached out—but I understand how frustrating this has been. Our Manager will be reaching out directly to make sure we address this and make it right.
Salad contained insect eggs indicating a food safety issue.
Business reply on Google
Hi, Tia - I’m so sorry to hear about the issue with your salad. We will reach out to you immediately to make this right. We take quality and consistency seriously, and we completely understand how frustrating it can be when things don’t meet expectations. We truly appreciate your feedback and are committed to providing a better experience moving forward.
Consistent issues with delivery drivers causing loss of business
Business reply on Google
Hi, Jean - We're truly sorry to hear about your negative experience with our delivery service. We take your feedback seriously and would like to make things right. Please reach out to our Customer Experience Team by texting (317) 732-1084 or by emailing [email protected] so we can address these issues. for you. Thank you for bringing this to our attention and we look forward to serving you better next time.
Delivery drivers failed to follow specific customer instructions.
Business reply on Google
Hi, there! Thank you for your feedback. I'm sorry to hear that some of the items didn't meet your expectations and that there were issues with the delivery. We are always looking to improve, and your comments are invaluable in helping us do that. We'll review our recipes to ensure consistency and address the delivery concerns with our team. If there's anything specific you'd like to share or if there's anything else we can do for you, please let us know.
Inconsistent delivery status updates and missing items in group orders.
Business reply on Google
Hey Sarah! Sorry to here you've had some rocky deliveries. It sounds like there could be some things we can look in to regarding the tracking of your order and the notifications. Do you mind writing to [email protected] with your most recent order number? Please ask for Allie or Blythe to look into this.
Food arrived burnt and cold with poor customer service regarding refunds.
Business reply on Google
Hey Ash - we definitely missed the mark here and thank you so much for letting us know! I read through the email exchanges with our Customer Experience team. We'll typically offer to replace the items at no charge if you'd like but will always honor a refund request :) I do see our team processed a full refund. Additionally, we shared your pictures with the Kitchen Management team for review and training. We take customer feedback seriously and will always act on feedback to make us better. We'd hate to lose a great customer such as yourself and hope we get the opportunity to serve you again. 🧡
The food delivered was cold, old, and poor quality.
Business reply on Google
Omg. I’m so mortified. Did you contact customer service? [email protected]. We send you new food in under 15 minutes and of course reach out and we’ll refund you and figure out how we could have been so off?! Nice thing about ClusterTruck controlling the entire process from order, cooking to delivery. There’s no finger pointing. If something goes wrong we fix it…and we know exactly what went wrong. Please email [email protected].
food poisoning caused by contaminated lettuce
Business reply on Google
Hey Scott! If you don’t mind, we would love to hear more about this issue and hopefully resolve it! Would you email us at [email protected]?
Customer did not receive notification that food was ready for pickup
Business reply on Google
Hey Kory! Sorry to hear that we missed you twice now! We do encourage our drivers to notify our customers via call and text, and we have automated messages that are supposed to go out to let you know about the status of your order, as well as the order tracking page. Our customer support team will be reaching out to you to continue the conversation :) If you don't hear back, please email [email protected]!
The customer is located outside of the business delivery zone.
Business reply on Google
It’s about our drivers and food quality. We create a more-than-livening wage for our drivers with a system that allows them to do four jobs an hour. That requires strict disciple on where the limits of the zone are. It’s hard because yes we could lower the quality of life for them by going a little further but in the end that also affects the quality for everyone. We’re building out new kitchens and will be filling in the gaps by the end of the year! 🙏❤️🍔
The food quality was poor.
Business reply on Google
Hey Lindsay - definitely sounds like we missed the mark. Anything in particular you didn't like about those dishes? Both are top sellers for us so we're wondering if they were made incorrectly. Shoot us an email [email protected] and we'd be happy to look into this for you :)
The taco salad was poor quality and overpriced.
Business reply on Google
Hey there, so sorry to hear that you didn't love your taco salad. We'd love to have a chance to make it up to you, and also let our kitchen staff know your feedback so they can learn from it and do better. Could you send us your order number at [email protected] so we can follow up with you?