Uber Eats

powerful_Rogue

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Well I do not trust the company at all anymore, how can you trust a company that have no customer services? Imagine if my account was highjacked, there'd be no way of speaking to anybody about it. Highly worrying. I would go through any amount of work to delete my account with them. 

I shall write a letter to their head office address and see if they bother to respond. I doubt it though, they clearly do not care about their customers. After that I don't know, perhaps complain to the Ombudsman... 

I don't think there's an ombudsman for fast food deliveries.

I think you're overreacting.  You said yourself you enjoyed their service for three years without issue, and that of the restaurant for fifteen times in the same period.  You've had one delivery worth £50, of which one portion of chips wasn't cooked properly, and you suddenly have major concerns about their integrity as a business!  They're a fast food collection and delivery service, a process in which things will inevitably occasionally go wrong.  They haven't handled it as well as they might, and of course it's your prerogative whether or not you remain a customer, but I think you're worrying too much.  Just send them a letter asking for confirmation of account closure.

That is exactly what I did... lol. Maybe try reading my posts again buddy. 

Who in their right mind would pay for uncooked food? I wasn't concerned about Uber Eats integrity as a business because of the food. That is the restaurants problem, right? I clearly indicated that I lost confidence in their integrity as a business due to them having no customer services.

You clearly don't understand how the refund process works. Uber Eats issue the refund to the customer and then charge it back to the restaurant if it was an issue with the food. We spoke to the restaurant to who told us to claim a refund through the app, this is what always happens. Uber Eats are the ones who declined the refund. So their drivers now lose our custom, the restaurant now lose our custom, like I said, what a shame. Over a refund of £8 for the inedible chips, it was two portions and they were frozen in the middle. 

Hopefully you now understand better. 

Oh absolutely, I understand the situation completely.  You're spending hours worrying about an account following a dispute about an £8 portion of chips in the context of three years' satisfactory service from the restaurant and delivery service.  Just await the response to your letter and it'll surely all be sorted.

Now flip what you said around and think about the fact that Uber Eats have made thousands of pounds from us over the years, they are currently worth over $5billion and refuse to refund £8 to a long standing customer who never complains. These companies should appreciate our custom, they are making money by providing us a service, if they fail in that service then they should compensate their customer. That's how I operate my business. If a customer is unhappy I do everything within my power to rectify the situation. It amazes me how far we have come in terms of consumer standards. People these days simply do not care, clearly you don't. 

Didnt you say you got a refund six months ago?

sheramber

Ergates said:

sheramber said:

Ergates said:

sheramber said:

Ergates said:

sheramber said:

Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. 

A bit of an overreaction to say a meal was inedible because the chips were still frozen in the middle. 

If you ordered fish and chips and the chips were frozen, I doubt you'd be placated with "But the fish was OK".   

The meal may less enjoyable but I wouldn't say the meal was inedible, just the chips.  I would eat and enjoy the fish.

I'd be wary of focusing too much on the word "inedible" as even frozen chips aren't actually inedible, they're just not how most of us would choose to eat them - it's a commonly used bit of hyperbole.  So yes, technically saying the meal was inedible was an overreaction as the OP could still have eaten it and not been ill, but if you replace "inedible" with "spoiled" then less so.  

I would argue that the meal as a whole could be spoiled if an essential part of it was of poor quality, and that the chips were an essential part of fish and chips. 

But the OP may not have ordered fish and chips. 

Obviously, just a random example of an order that might include chips.   Doesn't really change the point though.  If you order a meal and that meal includes chips and the chips aren't properly cooked, despite the fact that you *could* still eat the other parts of the meal, it's not necessarily over-reacting to say that the meal has been spoiled.

So you agree with me when I wrote  "The meal may less enjoyable but I wouldn't say the meal was inedible, just the chips. 

born_again

£4 for a portion of chips...
RIP OFF.

Stick some frozen chips in the oven will be cheaper. Even with current energy prices.

https://www.theguardian.com/technology/2022/feb/09/uber-eats-earnings-report-stocks

Uber’s food delivery service Uber Eats has turned profitable for the first time, the company said on Wednesday, in an earnings report that revealed it may be bouncing back after a rough run during lockdown.

giraffe69

This thread is amazing. You order a take away meal. It is delivered but one of the items is frozen and people want to argue that you can eat the other parts of it. 😯 May be you could but many order take away for a relaxing no cooking evening and for it then to be spoilt/ruined (choose word of choice) does nothing for the evening. Eating the hypothetical fish but having no chips unless you get them from elsewhere or cook some spoils the experience to my mind.

That's only half of it. The standard of customer service here seems woeful, to put it politely. Asking for a photo 2 days later is pointless. No-one in their right mind would keep the food sitting on the side or in the fridge under such circumstances and as others have pointed out a photo wouldn't give relevant information. Uber Eats should refund the whole charge and by all means stop orders if a customer claims refunds incessantly; Amazon do that.

My sympathies are completely with OP. I've never ordered from Uber Eats and this experience does not make me likely to do so.

born_again

giraffe69 said:

My sympathies are completely with OP. I've never ordered from Uber Eats and this experience does not make me likely to do so.

Don't forget that Uber Eats & other like this are only the delivery company. Not the supplier of the food.
Personally would not use any of them. If I want a take Away. I will go & get it myself. Or if you really want it delivered. Then ring the place direct & let them have the profit, rather than a 3rd party co, who do not careless.

Aylesbury_Duck

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Well I do not trust the company at all anymore, how can you trust a company that have no customer services? Imagine if my account was highjacked, there'd be no way of speaking to anybody about it. Highly worrying. I would go through any amount of work to delete my account with them. 

I shall write a letter to their head office address and see if they bother to respond. I doubt it though, they clearly do not care about their customers. After that I don't know, perhaps complain to the Ombudsman... 

I don't think there's an ombudsman for fast food deliveries.

I think you're overreacting.  You said yourself you enjoyed their service for three years without issue, and that of the restaurant for fifteen times in the same period.  You've had one delivery worth £50, of which one portion of chips wasn't cooked properly, and you suddenly have major concerns about their integrity as a business!  They're a fast food collection and delivery service, a process in which things will inevitably occasionally go wrong.  They haven't handled it as well as they might, and of course it's your prerogative whether or not you remain a customer, but I think you're worrying too much.  Just send them a letter asking for confirmation of account closure.

That is exactly what I did... lol. Maybe try reading my posts again buddy. 

Who in their right mind would pay for uncooked food? I wasn't concerned about Uber Eats integrity as a business because of the food. That is the restaurants problem, right? I clearly indicated that I lost confidence in their integrity as a business due to them having no customer services.

You clearly don't understand how the refund process works. Uber Eats issue the refund to the customer and then charge it back to the restaurant if it was an issue with the food. We spoke to the restaurant to who told us to claim a refund through the app, this is what always happens. Uber Eats are the ones who declined the refund. So their drivers now lose our custom, the restaurant now lose our custom, like I said, what a shame. Over a refund of £8 for the inedible chips, it was two portions and they were frozen in the middle. 

Hopefully you now understand better. 

Oh absolutely, I understand the situation completely.  You're spending hours worrying about an account following a dispute about an £8 portion of chips in the context of three years' satisfactory service from the restaurant and delivery service.  Just await the response to your letter and it'll surely all be sorted.

Now flip what you said around and think about the fact that Uber Eats have made thousands of pounds from us over the years, they are currently worth over $5billion and refuse to refund £8 to a long standing customer who never complains. These companies should appreciate our custom, they are making money by providing us a service, if they fail in that service then they should compensate their customer. That's how I operate my business. If a customer is unhappy I do everything within my power to rectify the situation. It amazes me how far we have come in terms of consumer standards. People these days simply do not care, clearly you don't. 

Well, the amount I care depends on the goods or service I'm buying and the price I paid.  If I spend £50 on a meal and one element of it wasn't right, I'd complain.  If my complaint wasn't heeded, I'd eat at one of the multitude of other places that serve or deliver food.  And that's it.  

Andy_L

born_again said:

giraffe69 said:

My sympathies are completely with OP. I've never ordered from Uber Eats and this experience does not make me likely to do so.

Don't forget that Uber Eats & other like this are only the delivery company. Not the supplier of the food.
Personally would not use any of them. If I want a take Away. I will go & get it myself. Or if you really want it delivered. Then ring the place direct & let them have the profit, rather than a 3rd party co, who do not careless.

For lots of places its cheaper/quicker/easier for them to use 3rd parties to handle the on-line ordering & delivery than keep it in house

Zinger549

Andy_L said:

born_again said:

giraffe69 said:

My sympathies are completely with OP. I've never ordered from Uber Eats and this experience does not make me likely to do so.

Don't forget that Uber Eats & other like this are only the delivery company. Not the supplier of the food.
Personally would not use any of them. If I want a take Away. I will go & get it myself. Or if you really want it delivered. Then ring the place direct & let them have the profit, rather than a 3rd party co, who do not careless.

For lots of places its cheaper/quicker/easier for them to use 3rd parties to handle the on-line ordering & delivery than keep it in house

Some restaurants/takeaways use Uber/Just East/Deliveroo for the ordering but have there own drivers for the delivery.

Ergates

Andy_L said:

born_again said:

giraffe69 said:

My sympathies are completely with OP. I've never ordered from Uber Eats and this experience does not make me likely to do so.

Don't forget that Uber Eats & other like this are only the delivery company. Not the supplier of the food.
Personally would not use any of them. If I want a take Away. I will go & get it myself. Or if you really want it delivered. Then ring the place direct & let them have the profit, rather than a 3rd party co, who do not careless.

For lots of places its cheaper/quicker/easier for them to use 3rd parties to handle the on-line ordering & delivery than keep it in house

One of the (many) problems with UberEats is that their business model is the same as Uber - to use their massive amount of investment money to undercut all the existing local businesses in an area offering the same services until they've all gone out of business.  Then they're the only show in town and can do whatever they want.

Murphybear

sheramber said:

i assume you mean frozen as in not defrosted and not frozen meaning had been allowed to get cold.

If so, do the restaurant realise that- that it was their fault that the food was not properly cooked?  Surely, that is the restaurants fault, not Uber Eats' fault.

I would be pursuing the restaurant for a refund not just an apology.

If it was just that the food had been allowed to get cold after being picked up then that would be Uber Eats' fault.

Problems with restaurant food such as it being undercooked should be reported to Environmental Health rather than just ask for a refund.  It may have been a one off but there’s no way of knowing.  The rules under which restaurants prepare and serve food are very strict (I’ve just done a course on food handling and preparation)  and if it were something like fish, chicken or pork undercooked it could be very dangerous.