Room Service of Marin

They are always friendly, precise and prompt. I don’t think the fee is unreasonable for the service provided. This is Marin; nice things cost money. And having a delivery service that will pick up from any restaurant in Marin is definitely worth it!

After using the services of RSM and having good communication with the owner Mark, 2015 became a nightmare dealing with them.
Their dispatchers are not truthful about delivery times, and when I complained they could not care less.
Food arrived soggy and cold on 3+ occasions and finally after numerous 2 hrs+ delivery times, we were forced to quit using their service with cancelling the last order which when the driver arrived with the food 15 minutes after the cancellation call could care less and was unapologetic!
Buyer beware in using this service which does not care about its customers, and food delivery is pathetic!

THE MOST RUDE AND UNPROFESSIONAL PEOPLE I’VE EVER DEALT WITH.
First, they don’t quote you a time for your food delivery, and are content to make you wait 2 hours without notifying you.
Second, when you call to get a status update, you end up speaking with some huge bad attitude taxi-​cab-​style-​gruff-​personality who is totally unprofessional and defensive, yet manages to avoid giving any helpful information.
This service is a great idea and badly needed. But they obviously could care less about professionalism and service. Makes you wish for automated electronic updates, so you don’t have to speak to a live person.

Avoid this place and the restaurants that use them for delivery. There are much better options out there. I’ve unknowingly used this service many times when I’ve ordered through sites like Grubhub and Eat24. The food almost always arrived later than it was supposed to, when it arrived at all.
Every time I called, the same guy answered the phone and offered the same excuses — busy night, traffic. Once I got «didn’t see the fax.» Fax??? I didn’t fax my order… I couldn’t even tell you where the nearest fax machine is… The food once took 3 hours to arrive, as cold and soggy as you’d expect. 3 times when I ordered, the food never even showed up — no phone call, not even an email or a text.

This is the 3^rd time I have ordered from RSM (and not through eat24). Each time (different restaurants), the food has taken nearly 2 hours to arrive. Two HOURS to get SOGGY food. They gave me some bulls**t about how there was traffic and the restaurant took forever. This last time, I checked google maps and called the restaurant to verify the delay was 100% on RSM.
I don’t like being lied to on the phone about delays. I don’t like cold soggy food. I don’t like jacked up prices in addition to the delivery fee and mandatory tip.

If I could give zero stars I would. We ordered through Eat24 with Room Service as the 3^rd party delivery company. After 2 hours had passed, we finally called to check on our order.
The man who answered the phone couldn’t have cared less and was extremely rude when he told me they hadn’t even started working on the order. This is unacceptable. He also said «eat24 needs to stop sending us orders!!». If you can’t handle the business then you shouldn’t commit to a partner. After a long hold he finally told us there was nothing he could do.
We contacted Eat 24 and they contacted room service and were cussed out by their supposed partner. If this is how you do business then you deserve even less than your 2 star rating on Unilocal.
I am extremely disappointed and advise everyone to reconsider before ordering through Room Service. They treat their customers and partners terrible.

Beware! I have used them for quite some time without a complaint. Lately things have changed. Seems if you sign into your account and then just browse menus and not checkout — - they will send the food to you anyway. Apparently according to the phone call received after refusing their food, if I had answered my phone it could have all been prevented. What? I did not check out and you brought me food I did not ask for? The man on the phone was not nice at all. He said because of his «automation system» the order was placed anyway and if I had answered my phone when they called they wouldn’t have brought it. And that’s my problem why and how? It’s your automation system! He was soo rude! Beware! Browse before you log into your account.

Sushi rolls are marked up by $ 5 each. Plus separate delivery fees, service fee and mandatory tip. Good customer service though.

Food arrived from Gira Polli exactly as expected. The driver was very pleasant and the food was nice and hot. Looking forward to using this service in the future! Great for parents of a newborn, older folks or times when you’re feeling under the weather and need a good, healthy meal.

«Buyer Beware’ …I used Room Service for many years… and began to notice that i was being charged more than I had before, grossly overcharged… I finally had a chance to view a bill that had obviously been intentionally inflated… shown to me by someone who was tired of seeing me ripped off, as i was a loyal customer. If you know and understand the prices and fees you are being charged and you choose to pay those fees, that’s fine and wonderful. It’s a different story when you know without a doubt that you’ve been cheated.
My advice is to ask for a breakdown of the charges, get a copy of the bill when your food is delivered and be sure that all fees are part of their policy, which should be posted on their website. It’s all about transparency.

Second time in a row food has shown up more than an hour and a half after ordering, mostly cold — from restaurants about a mile away. Zero remorse or interest on the phone — tip is not optional either. Yep, I’m done.

This is really a case of the onus being on the buyer for knowing what they’re paying for. Sure they jack up the prices — and charge a delivery fee, and maybe a processing fee, plus you have to tip the driver (and yes, you HAVE to tip the driver) — but that’s the price you pay for the luxury of sitting on your ass while someone brings you your food. I know full well what the prices are at my favorite restaurants, and I know that the prices are higher when you order through RSM. If you didn’t know that, then you’re just an uninformed buyer.
So if you’ve had a long day and you’re just too tired (or lazy) to get in your car and go pick up the food that someone else is already cooking for you, then be prepared to pay $ 50 for what could be $ 30 if you went and got it yourself. Heck, if you cook that meal yourself it could cost less than $ 10. But that’s the price we pay for having other people do things for us.
Keep doing what you do, RSM. I personally like being able to click a few buttons on my iPad and then food just shows up an hour later. Really, that’s my only knock — I’d like to see that closer to 45 minutes. But it’s certainly not a deterrent. I don’t mind waiting an hour. I usually order the food when I’ve got an hour worth of other stuff to do before I’m ready to eat anyway.
Oh, and I have never had a two-​hour delivery time like some have reported. Mine are pretty consistently right at about 60 minutes. Maybe there’s a longer wait time if you order right during the heart of the dinner rush. I leave work around 5, sit in traffic for an hour, pick up the kid from daycare, yada yada yada … I usually don’t order the food until 7 or 8 anyway. So it’s usually an hour every time.

After giving it time and the note from the owner, I gave them another shot.
I can only upgrade to a 2. The service took an hour and a half — not a big deal. The service was friendly. That was a plus. (this was what bumped up to a 2)
BUT they now have their delivery fee, plus a «service fee» plus a mandatory minimum 10% tip. On top of that, the menu prices are inflated.
Nope, won’t use them again.

I used this service for the second time tonight. Really, I don’t have a problem with the prices. they seem pretty consistent with the restaurant prices. I can order online and he calls to verify the order. The delivery is fast and courteous. It has arrived both times before the time stated as the estimated arrival time.
I don’t have any problem recommending this business to others. It is totally worth the premium price not to have to hassle with going out!

Well Mark, I don’t dispute your costs, as with the other Unilocal review below, I dispute your honesty. Maybe this kind of a business just isn’t viable. But to claim a small $ 6.95 fee, and then secretly mark-​up dishonest. Many people will pay more for delivery — just call it what it is.

Room Service of Marin lies to their customers.
I have been ordering for years. Because the bills often seem high, I have asked very pointed questions that only allow for straight answers. Mark the owner has told me over and over again that he does not up-​mark the restaurants rates, and that the rates I pay for food are the same as if I were to pick up the food myself. He says the only fee I pay is the 6.95 delivery fee. Of course I’m smart enough to know that the restaurant likely gives him a percent of the total bill, but that’s the restaurants money and isn’t of concern to me.
On Dec 5^th 2012, I learned that Room Service of Marin marked my Thep Lela meal up nearly 100%. I ordered a few small items and Mark told me the total was $ 49. I asked again — are you marking this up? NO Is the restaurant giving you higher rates so they can cover your percent? NO to all of these questions. So I called the restaurant directly and learned that my bill should have come to $ 28.45 inc tax. Room Service of Marin had nearly doubled it to $ 49. I told Thep Lela’s manager Natalie how much I was being charged by RSM and she said that he only pays them 75% of the bill — meaning he keeps 25% on their end. She said that originally she gave him a 25% cut of the total, but that he later told her he must ALSO raise her rates on his own menus in order to cover his salary (don’t know if that’s why, but that’s what she said).
To be perfectly clear:
* Room Service tried to charge me $ 49 for food and delivery (with tip it would be more)
* Thep Lela’s menu price was $ 28.45 with tax
* Thep Lela was paid only 75% of their menu price, or $ 21.34 — RSM kept the other 25%.
After telling me in no uncertain terms that I was «only paying $ 6.95», RSM actually charged me an extra $ 20.55 (mostly in up-​marked food), and they charged Thep Lela an additional $ 7.11 for a total profit of $ 27.66 on my $ 28.45 order.
When I called Mark and demanded a breakdown, he tried to simply lower it to the rate the restaurant gave me. But this time that wasn’t good enough for me — I asked him to disclose every cent of his bill, taxes, etc. And he just couldn’t come close to making it add up. His excuse was that the restaurant was giving him higher rates w/​o telling him. The problem with this excuse is that this is the 3^rd time I’ve called him about this very restaurant and each time he swore he would have «them» fix it. And then there’s the restaurant’s word that they sell him the food not for more, as he says, but for 25% LESS than their normal rates. So I looked at some other restaurants on line and found that this is not an isolated incident. The first one I looked at, India Palace, their entire menu is marked up too.
There are a few that are not up-​marked, but I venture to guess that these are restaurants that do not allow Mark to do so (ie: Max’s). Surely if it were the restaurants that were providing him with the wrong rates, he would simply create one page agreement stating that he buys the food at the same rate that the restaurant sells it. He only delivers from 20 or so restaurants, those agreements could be completed and signed in a day. It only took me an hour to compare his rates to a handful of his restaurants. Surely he could do this himself, if he was telling the truth and wanted this fixed. But he’s not.
To make matters worse, even when I added up his jacked up rates, taxes on those higher rates, and the delivery fee — the bill still came out to $ 42 not $ 49. So I guess he tacks on an extra $ 7 sucker fee. This is QUADRUPLE dipping (1. Delivery fee, 2. Jacked up rates he lied about 3. Restaurants pays him 25% & 4. the Sucker fee).
I want to be clear about something. I do not care how much money RSM charges. Their delivery service is a luxury when you are sick, etc. But I DO care that Mark has lied to me for years. This is False Advertising and it is illegal. Mark owes me money back and he surely owes a lot of other customers as well. This place is begging for a Class Action lawsuit.

I’ve used these guys a couple of times recently but won’t again. Here’s why: They are dishonest. I was fine paying a delivery fee and a tip, but what the don’t tell you is that they also mark up the restaurant menu prices as well… so a $ 1.95 for nan bread becomes $ 3.95, $ 12.95 for an entre becomes $ 14.95, etc. Even that would be okay if they disclosed it — I could make my own choice about whether getting the food delivered was worth the extra cost.
In addition, after waiting 90 minutes for food that was promised in 60 tonight I called the dispatcher who’se only comment was «yeah, it’s on its way.» Gruff would not even be close to describing his attitude.
The only saving grace is that the delivery people have been pleasant to deal with.

Hi there
I have been using room service for 15 years. They are the greatest. Food is always
warm. Service is usually quick. Its a great convenience when you are tired and dont
want to go anywhere. I would recommend them to anyone
Heidi C.
Mill Valley

I never really thought about Room Service of Marin. All these years I would think about a restaurant I wanted to eat at… but didn’t want to go to… called Room Service of Marin and in no time my order was delivered. I could have a wonderful meal from Buckeye Roadhouse, a homey meal from Toast or perhaps a pizza from California Pizza Kitchen.
The drivers were always friendly (even after driving on my awful Mill Valley road) the food was hot and I was happy.
Last week I had knee surgery. No grocery shopping, no standing, no fun. Not only did room service do their usual good service but offered to put everything on a plate and set it on the table for me.
Room Service Rocks…

I think they are just about the worst «in-​room» delivery service I“ve ever used. Maybe the food delivered to your room at the Disneyland Hotel is slightly worse, given your options are chicken fingers and fries and that is about it lol. Seriously though, get real, Room Service. Your dispatchers are grumpy. Your drivers wait until g-​d knows when to actually deliver, and every time I’ve used you the food is cold. No apologies whatsoever and OH — what about that tip? It is SO annoying to be EXPECTED to tip when the delivery fee is built into the cots, and the «service» is pathetic. But whatever, I guess there is alwasy sol food lol. UGH.
Note to self: there is a need in Marin for in home food delivery service * quality *