FAQ

Supermeal FAQ

Topic 1: Basics

How will my order be sent to the restaurant?

Supermeal is dedicated to bringing all kinds of takeaway restaurants online, whatever their technological capabilities. As such, we use a variety of methods for sending orders to our partner restaurants, to accommodate their needs.

We send orders by email, SMS and by phone. The vast majority of orders are sent via specialized call center team who has been trained to give orders clearly and accurately over the phone. We do of course record all calls in which orders are sent, and constantly check the recordings to ensure high standards are maintained. What is Supermeal?

Supermeal is an online portal that allows the ordering of takeaway food from local restaurants using the Internet.

How much does it cost?

Our service is free to use. You will pay the amount to restaurant that you normally would. Supermeal offers special offers as well and in this case you will pay less.

Do I need to be a member to order?

No – you may browse our site and even order as a guest. However, you will get the most use from our service if you join first.

Why should I use Supermeal?

Save time!

  • Choose from any of your local restaurants
  • Instant access to the latest menus
  • Repeat your past orders from an order history
  • No more engaged signals or being put on hold
  • No confusion or mistakes when ordering
  • Plan ahead so your meal arrives when you do
  • And just like regular take-away, there’s no washing up

Save money!

  • Pay less with order discounts
  • Join for free and receive up to 5% Cashback on your orders
  • Choose restaurants based on our price comparisons
  • Use the community reviews to find restaurants with superior quality, service and value
  • Lower phone bills

Interact!

  • Bookmark and add personal notes for your favourite restaurants
  • Contribute to the community by rating your order
  • Receive regular newsletters about restaurants and special deals in your area

Why do you need my area/location?

We use your area/location to provide you with a list of restaurants that serve your area.

How long does it take for my order to reach the restaurant?

When you submit an order through the Supermeal website, it will immediately be dispatched to the restaurant. Orders are typically confirmed by the restaurant within minutes.

In the absolute worst-case scenario, if we aren’t able to make contact with the restaurant and confirm the order within 15 minutes, we will decline your order, so that you have plenty of time to make alternative arrangements. If we are unable to confirm your order, we will temporarily remove the uncontactable restaurant from the Supermeal website to ensure that no more customers are inconvenienced.

Who delivers my meal?

All restaurants are responsible for their own deliveries, so your meal will be delivered by the staff of the restaurant you have ordered from. Supermeal does not offer its own delivery service at present.

How do I sign in?

Click on the Login button in the header area at the top of each page. Then enter your Supermeal Member ID and password. Alternatively you can open this link and sign in http://www.supermeal.pk/login

Topic 2: Joining

Own a restaurant?

If you own a restaurant and would like to find out more about having your menu listed on Supermeal register your interest here.

Why become a member?

  • Save your details for faster, easier ordering
  • Get instant cash back on orders
  • Access exclusive, member-only discounts
  • Refer your friends and earn eCash
  • Rate your order and share your feedback with other Supermeal customers
  • Opt-in for email updates of special offers and new menus in your area

What happens if I don’t receive the membership activation email or I misplace it?

You can contact us via live chat, support ticket or call us on 021-111-775-775. We will assist you in verifying your account.

Topic 3: My Membership

What is an effective password?

An effective password is one that is easy for you to remember, but hard for others to guess.

Most of us choose a simple word that is easy to remember. Although this is common practice, it should be avoided. Hackers can guess these passwords if they know some basic personal information about us, or are armed with the most simplistic password hacking programs.

A good password is any combination of letters and numbers that cannot be found in a dictionary. Your password should be at least 6 to 8 characters long and should not have any personal information such as your name, occupation, telephone number, address or birth date. A combination of letters, numbers and symbols will work best. Make sure you use a mix of capital and lower-case letters to make your password even more difficult to crack.

How can I be reminded of my Member ID?

If you have forgotten your ID, you can request us via support ticket. Don’t forget to include your registered mobile number in support ticket. This is required for verification purpose.

What if I forgot my password?

If you have forgotten your password, and you know your registered email address, you can request a new password by clicking on “Forgot Password?” in login page.

How do I change my password?

You can reset your password by clicking “Change Password” in profile view of your dashboard.

How do I cancel my membership?

Should you wish to permanently cancel your Supermeal account, you can do so by contacting us through support ticket.

All personal information will be removed from our systems within 48 working hours. This action cannot be reversed.

Topic 4: Finding a Restaurant

How do I find restaurants that deliver?

On home page type your area in “I want delivery in…” text box and hit enter to get list of restaurants that delivers in your area.

How do I find restaurants by cuisine?

On home page type your desired cuisine in “I want to eat…” text box and hit enter to get list of restaurants that offers particular cuisine.

How do I find a particular dish or menu item?

On home page type your desired cuisine in “I want to eat…” text box and hit enter to get list of restaurants that offers particular cuisine.

How do I search for a specific restaurant?

On homepage just enter restaurant’s name in “I want to eat” textbox and hit enter.

How do I start ordering?

In your search results, click on the restaurant name, select items and “proceed to checkout”.

What if I can’t find any restaurants in my area?

Sorry if we do not yet cover your area. If you have a particular favourite, you can recommend them.

If you would like to be informed as new restaurants are added in your area, subscribe to our newsletter.

Topic 5: Ordering

How do I place an order with Supermeal?

Find a restaurants’ list, click on your desired restaurant to open it.

This will start a new order where you can choose food from the restaurant’s interactive menu.

Can I order by telephone?

YES, you can place your order by telephone dialing UAN # 021-111-775-775. Customer support will be ready to entertain you. Our customer support timings are 11AM – 2AM from Monday to Saturday.

Can I order from more than one restaurant at a time?

No. If you want to order from more than one restaurant, submit an order to each restaurant separately.

How do I remove items from my order?

Click the ‘remove’ icon ( ) next to the item you want to remove.

Alternatively, clear the entire contents of your order with the “Remove all items” button.

Can I submit an order ahead of time?

Yes, you can build and submit an order at any time of the day, choosing an available time for collection or delivery later that same day (based on the restaurants’ opening hours).

Orders can only be submitted for the current day.

Can I change my email address?

No, you cannot change your email address since your email address works as your Supermeal ID.

How do I change my address or contact details?

To change your address, you need to log in to your member account, and then click on the “Profile” link on left side navigation of your screen. Then click “Edit Profile”. You will be able to update your contact number, name and profile options.

Underneath these details you will see option to remove or add new delivery address. You can mention multiple addresses as well.

Can I change my order after it has been submitted?

Unfortunately you won’t be able to re-use the order – you need to cancel the order by calling our customer support on 021-111-775-775, then start from scratch.

If you just want to add to your existing order, the easiest way is simply to submit another order including your previous order.

How do I know the restaurant received my order?

You will receive an email and SMS, notifying you when the restaurant has received and accepted your order.

If you chose collection, then you should wait until you receive the email or SMS before making plans to collect your food.

If we were unable to contact the restaurant, or the restaurant is unable to accept your order for any reason, your order will be cancelled and you will be notified of this via email. 99.2% of orders are accepted without any problems, however.

How do I pay for my order?

You will have to pay cash to the delivery boy. The agreed amount is provided in your confirmation email, so this will be quick and easy, with no need to calculate and discuss the price at the door.

You can also use your Supermeal wallet to pay the amount. This amount can be used on restaurants that accept eCash.

Can I cancel my order after it has been submitted?

Yes, you can cancel a submitted order until the point your order is sent to the restaurant.

If you have chosen the soonest available time, then the order is sent to the restaurant immediately and you will have no opportunity to cancel the order. For this reason, you should be careful that the order is accurate and complete before submitting.

If you have ordered in advance, then you can call us and get the order cancelled.

How do I contact a restaurant about my order?

Just because you have ordered through Supermeal doesn’t mean you’re not able to contact the restaurant directly with any questions or concerns should you need to do so. Once the order is forwarded to restaurant they usually calls the customer and you can call back on that number to get in touch with restaurant.

If for any reason you are not able to reach the restaurant by telephone, don’t forget you can always contact us, and our friendly customer support team will follow up on your behalf.

Can I cancel my order after it has been accepted?

Once the order has been accepted, it is still possible to cancel unless restaurant has started to prepare your food. Just call us and our customer support staff will coordinate with restaurant.

If you accept the food, but then realize that there’s a problem with the order and you can’t eat it, contact the restaurant and ask them to collect the food. Once you’ve done so, just let us know and so we can verify it and cancel the order in our system. If you’ve paid in cash, you should receive your refund at the door. If you paid through eCash, we would issue your refund once we are confirmed about cancellation.

We can only issue a full refund of an online payment if you don’t accept your food, or if you have the restaurant come pick it up after you’ve received it. As long as you don’t keep the food (or throw it in the bin), Supermeal will always make sure your refund is issued right away.

Please be advised, though, that refund transactions may take up to three working days before they appear on your statement.

How do I resolve a problem or complaint with an order?

If there are any issues with the food or service you have received, it’s usually best to contact the restaurant in the first instance.

If you are unable to resolve the issue with the restaurant, or if for any reason you are not able to phone the restaurant, don’t hesitate to contact us. Our friendly customer support team is available from Monday to Saturday from 11AM to 2AM, and we’re more than happy to do whatever we can to make sure everything with your order runs smoothly.

Topic 6: Rate & Review

What are restaurant ratings?

Restaurant ratings allow the Supermeal community to benefit from the shared experiences of its members.

Each order may be rated on factors of quality, service, delivery time and value by a customer.

All ratings are then combined to produce an average rating for a restaurant. These are displayed in the search results once a minimum number of ratings have been received.

What does the number beneath each rating mean?

This shows the number of orders rated by customers.

How do I view ratings for a specific restaurant?

Ratings will automatically appear in the Search Results once a minimum number of ratings have been received for that restaurant.

How do I rate an order?

If you are a member, you can rate your order from your Order History by clicking on the Rate this order.

Remember, your rating applies to your whole order – not just a single item. Try to give fair ratings, so that the whole community can judge who the best takeaways in town are.

How do I view my past ratings?

You can view your ratings from Order History. An average of community ratings is also available in the search results while finding a restaurant.

When does my individual rating for an order affect the community ratings?

Ratings are counted and compiled immediately. A rating submitted on any given day, will count toward the score published on the following day.

How are the community ratings calculated?

The community ratings are simply an average of all the individual order ratings received from customers. The rating is not created or endorsed by Supermeal, it’s an accurate reflection of the feedback that has been submitted by people who have ordered from that takeaway.

Can I write a review of Supermeal?

Your review should only provide feedback about the restaurant you have ordered from, as it will be published on their page. If you have any questions, comments or suggestions regarding the Supermeal service, please contact us via support ticket.

Will I get a response from the restaurant?

We encourage our partner restaurants to publically reply to customer reviews. As such, you may see a reply beneath your review on the page.

In some cases, Supermeal will contact you after following up with the restaurant owner. It’s also possible that a restaurateur may contact you directly to apologies or offer compensation, although we do encourage restaurants to make contact through us.

How often can I write a review?

You can Rate and Review a restaurant every time that you buy from it.

How do I remove feedback that i have left?

To remove feedback, please contact us via support ticket; don’t forget to mention order ID of your feedback. A member of our technical support team will remove your review as requested and reply to your message to confirm this has been done as quickly as possible.

Will everyone know who left this rating?

When we display your feedback, your name will be shown. No further personal information will be published on the website.

In the event that a restaurant contacts Supermeal to ask for the contact details of a reviewer, we will always suggest they communicate through us, rather than advising them to contact you directly, as your privacy is important to us.

How should I write my review?

Honest, constructive customer reviews are perhaps one of the greatest strengths of our service. We hope you will write your review with the community in mind. We want people browsing our website to be able to make an informed decision before picking a local restaurant from our listings, so please go into as much detail as you can about the food and service you received.

Also bear in mind that the managers of our partner restaurants frequently check their review pages, so try to offer helpful and constructive feedback that they can act on to offer better experiences to future customers.

Try to stay on topic, and only describe your experience with the order being reviewed. If you explicitly advise that people should not order from the restaurant you ordered with, or if you mention a competitor restaurant, we will delete your review.

If you’re still not sure what to write, for some examples of outstanding customer reviews you can check out our Review of the Week section.

Topic 7: Technical

What browsers will this website work with?

If you are experiencing technical problems using this website, please ensure you are using one of the below browsers:

  • Firefox 3.0 or later
  • Safari 4.0 or later
  • Google Chrome
  • Internet Explorer 8 or later (but not in compatibility mode)

If you use an Apple Mac, we recommend using Google Chrome or Safari 5.0 or later.

Is Javascript required?

Yes, we suggest enabling it if possible – as most pages are optimised for clients that support Javascript.

Topic 8: What Do You Like?

What is “Follow” a restaurant

Follow a restaurant allows you to get every update and deals from that particular restaurant.

Simply click the “Follow” for the restaurants you would like.

How do I add or remove from my list of Liked restaurants?

  • Click “follow” to like a restaurant
  • Click “Unfollow” to Unlike a restaurant