Uber Eats Customer Service 0/10

mattyprice4004

FedUpConsumer2022 said:

Aylesbury_Duck said:

FedUpConsumer2022 said:

I ordered a birthday meal from a local restaurant (0.7 miles away) yesterday.  The order was accepted at 17:36, ready at 17:49 but not collected by Uber until 18:07 and delivered at 18:17 FREEZING COLD.  28 minutes to collect and deliver.

I contacted Uber via their chat option immediately, I went from 10th to 3rd in the queue then they chucked me out and said they would email me.  They emailed (generic) and I responded within 10 minutes.  As I write this they still have not responded.

Meanwhile, last night, I DM's their support on Twitter.  They responded at 05:57 this morning so clearly not UK based, asked for a bunch of details - email address, mobile number, order number, last 4 digits of card used via separate messages to delay the process.  After a ruined birthday, inedible food and nearly 6 hours of complaining via various channels they offered to refund THE DELIVERY FEE of £2.99.  My order was £46.00.

I asked for details of their complaint policy/escalation procedure - 3 times now - ignored eat time.  I can't find a contact number for them or an email address that is manned by a human.  

Does anyone have an email address for them or any suggestions?  Currently I am considering just going up to their head office as it is a 30 minute drive from where I live!

Frustrated, feeling un-celebratory and annoyed.

WHERE IS THE "The customer is always right" THESE DAYS?

Yet you couldn't walk/drive/cycle/wheel yourself to a restaurant only 0.7 miles away yesterday?

The trouble with these services is that they're over-engineered.  You have a restaurant about 15 minutes' walk from your house yet considered it more "convenient" to enter a process involving three separate entities (Uber, the restaurant, the driver) where any slight delay or problem spoils the whole thing.

Suggestion?  Keep pushing them for a refund and once you get it, delete the app and don't use them again.  Thousands of orders are placed every hour, and I assume the vast majority of customers are happy.  Things inevitably go wrong with a small minority of transactions, but luckily Uber don't have a monopoly on food supply so you can shop elsewhere.

Hi Aylesbury Duck,

I think it is very short sighted to make such a comment loaded with assumptions without knowing the situation.  No I couldn't go there myself but in all honesty I shouldn't have to this is why these apps exist.

Very unhelpful response.  

How would you rate the response; better or worse than Uber Eats? 

jon81uk

It sounds like it was the restaurant at fault anyway. They would need to tell Uber how long it usually takes to cook the food and they schedule the driver/rider to collect the delivery in a suitable time frame.
I would expect they set their "cook time" based on how busy they are during the evening, when they have more orders and it would take at least 20 minutes to prepare the order. But as you ordered quite early its likely they were quiet and got your food done very quickly. The restaurant should have ensured the food was kept hot until the driver arrived.

Of course it also depends on what the food is. Traditional takeaways of chinese and indian food have quite a lot of liquid sauce that retains heat well. But other foods don't stay hot easily, fries go cold very easily but many chain restaurants haven't bothered trying to resolve this.

JadedAngel88

I think your chances of getting a refund from uber eats are slim to none. 

I am owed a refund from October 2021 and March of this year. I'm still waiting.

Their customer service leaves a lot to be desired.

Ath_Wat

FedUpConsumer2022 said:

I ordered a birthday meal from a local restaurant (0.7 miles away) yesterday.  The order was accepted at 17:36, ready at 17:49 but not collected by Uber until 18:07 and delivered at 18:17 FREEZING COLD.  28 minutes to collect and deliver.

Those times are what I would expect. I'm not sure how you think a service like Uber Eats could have done this differently.  What were you expecting the driver to do, go straight there when your order was placed and wait?

What kind of meal was this?