Tale of a customer service fail (GrubHub)

Last night, we decided to order in and catch up on some shows, so I did what I often do when I'm out of town--order from GrubHub.  I ordered nice and early (yes, we're early risers, so we're early diners, too), on the theory that the food might take more than an hour to arrive.  I got a confirmation number with my "yes, you've made an order" notice (below).  After more than an hour had passed without getting the food, I called the restaurant, which told me that I had no such order on file.  I started to order directly from the restaurant, because we like the food there a lot, and then decided that I'd order elsewhere instead (which we did).  I told the restaurant that we didn't want to order, after all.  I tried to contact GrubHub, but the website was down, the phone was busy, etc.  So I tweeted my problem to +GrubHub Seamless.  Radio silence.

Three hours later, the restaurant's delivery person showed up w/our order.  Apparently, GrubHub put the order through once its website was back up.  We told the delivery person that we'd canceled the order three hours earlier. 

I got back on Twitter and on Facebook.  The Facebook site indicates that the same thing was happening to more people.  I posted another tweet, and once I finally got the GrubHub email that "my order was in the works" (three hours too late), I replied and explained my problem--and asked that I not be charged.

STILL radio silence.  Let's see how long it takes for GrubHub to get back to me and others affected by yesterday's webfail.