McDonalds and UberEats blame each other and we're out of pocket

filthycop

Hi

Not sure if you can help with this but I am caught in a Kafkaesque nightmare - I have only lost nearly £19 from it but it is wrong and very annoying.
I thought it worth having a shout here as both parties involved have stopped responding to me.

The issue is with McDonalds and UberEat and thy are both saying the other one should sort it out but are now both ignoring me. 

I placed an order for a McDonalds breakfast using the McDonalds app. (judgement about McDoanls breakfast aside, it was son's last day of school holidays and day before transferring to a new school so a treat).

I selected the local restaurant we wanted to order from, clicked the for delivery option and it asked for my address - I selected my address and placed the order.

When the order was placed the map showed it was being prepared in a branch in east london and it was delivering to an address that was similar to mine in East London - but as there was no postcode visible when I selected my address, i had no knowledge that the address wasnt mine until after the order was placed.

Then I couldn’t cancel it, I tried but the app said it was too late and I tried to call but apparently UberEats and the driver couldn't take my call as the number I was calling from wasn't associated to the order - but I ordered through McDonalds - so someone in East London got my meal. They delivered to XX Dundee Road E13 0BQ and I live at XX Dundee Road SE25 4QN - there is no way in the app to see what postcode they have selected when you type your address and you’d assume it would be one in the range of the restaurant selected, not the other side of London.

I tried to raise this with McDonalds and the said that it was an issue with UberEats as they deliver and to call a number - which I called but they couldn't help as it wan't a 'live' order and they were busy, I therefore went through Twitter as the only way I could find to contact them  UberEats say the issue is with McDonalds and neither of them will respond to me again. 

I am more than happy to provide the email/twitter trail that went over a few days - but no one will take responsibiliyt - whether McDonalds for their misleading app or UberEats for being completely uncontactable.

Sandtree

The app T&Cs say your contracting with McDonalds and so your complaint is with them... if they want to take matters up with their supplier then thats their business.

The issue is that you searched for a delivery with a fairly common street address... searching for 10 Dundee Road it comes up with many options. Seach with SE25 4QN however it only has a single option and you are then asked to enter your door number. 

The flow of the app seems to take you out of the "selected restaurant" and into the "McDelivery" flow and so it just is selecting the appropriate restaurant for your chosen delivery address rather than having the pain of telling you that you're out of area and then having to repeat with a different restaurant.

Whilst it would be nicer if they showed the postcode I'd suggest its simply better to search with your postcode in the first instance to avoid the risk of picking the same address in another area. 

lemondrops69

Sounds annoying. 

filthycop

Sandtree said:

The app T&Cs say your contracting with McDonalds and so your complaint is with them... if they want to take matters up with their supplier then thats their business.

Thank you - i didn't think to check that - I will got back to them (if they will respond) - I know it was worry coming here.

TBH I don't actually remember typing my address in, I guess that I must have - Would normally use postcode.

filthycop

I know it was worry = I know it was a good idea

filthycop

Sandtree said:

The app T&Cs say your contracting with McDonalds and so your complaint is with them... if they want to take matters up with their supplier then thats their business.

sorry to be a pain - I may be looking in the wrong place but I can't find where it says that - can you show me where you found it please.

Sandtree

There is a link on the review and confirm page but it goes to the same as https://www.mcdonalds.com/gb/en-gb/terms-and-conditions.html 

Your complaint is about the App and the terms state the App is McDonalds (rather than the franchisee that runs the restaurant) 

filthycop

thank you very much for your help - I did try to tell them that but they arent respnding

sheramber

Are you using one of these   contact routes?

How to contact us. If you have any questions or comments regarding the online services, please see the  Contact Us section on our website. You can also contact us through the My McDonald’s app by going to the ‘More’ tab and selecting ‘Customer Service’. You can also write to us at: McDonald's Restaurants Limited, Customer Services, 11-59 High Road, East Finchley, London N2 8AW.

filthycop

yes - sheramber said:

Are you using one of these   contact routes?

How to contact us. If you have any questions or comments regarding the online services, please see the section on our website. You can also contact us through the My McDonald’s app by going to the ‘More’ tab and selecting ‘Customer Service’. You can also write to us at: McDonald's Restaurants Limited, Customer Services, 11-59 High Road, East Finchley, London N2 8AW.

yes I was talking to McDonalds through there and they said that it was Uber;s issue and stopped responding.

thank you for responding