08/27/2026
Good morning,
Effective immediately, PunThai Kitchen will no longer be using Grubhub as a third-party delivery service.
We’ve given the platform multiple opportunities, but unfortunately, the ongoing issues have reached a point where we feel it’s better for both our customers and our staff to discontinue the service.
Here are some of the reasons behind our decision:
1. Lack of customer and merchant support.
When there is an issue, getting assistance has been extremely difficult. There is no reliable chat support, and calling often results in being unable to reach someone who can actually help resolve the problem.
2. Drivers arriving far too early.
We provide an estimated preparation time so that your food can be made fresh and ready when the driver arrives. Unfortunately, drivers frequently arrive well before the requested pickup time. This has occasionally resulted in drivers becoming frustrated or arguing with our staff because the food isn't ready—even though we're still within the preparation time provided.
3. The merchant platform needs improvement.
Compared with other third-party delivery platforms we use, Grubhub's merchant website and tools have made managing orders and resolving issues unnecessarily difficult.
4. Inconsistent delivery times and tracking.
Deliveries can be hit or miss—sometimes extremely early and sometimes very late. Driver tracking has also been inaccurate at times.
We also understand that some drivers work multiple delivery platforms at the same time. We respect the hustle, but when that results in your food sitting in a vehicle longer, arriving cold, or being delivered late, the customer understandably associates that experience with PunThai Kitchen, even though the delivery itself is outside of our control.
Ultimately, we want to have confidence in the entire experience—from the moment you place your order until the moment your food reaches you.
But aren’t you losing income?
Yes. Yes, we are. 😂
But sometimes, peace of mind and fewer mental breakdowns are worth more than the extra sales. At the end of the day, we believe this decision is better for our staff, our customers, and the quality of service we want to provide.
We sincerely apologize for any inconvenience this may cause.
DoorDash and Uber Eats will remain available as our third-party delivery services.
You can also schedule or place a delivery order directly through our website or by calling us. Our direct delivery fee is $3, and while there is still an overhead cost on our end, it is significantly less than the fees charged by third-party platforms.
Less fees. Less headaches. Hopefully fewer mental breakdowns.
Thank you for understanding and, as always, thank you for supporting our little kitchen on West Pearl Street. ❤️
— PunThai Kitchen
