Uber Eats Complaint

born_again

saajan_12 said:

All in, I'd say it would be reasonable to refund 75-100% of the cost, as the value of late, cold food is very small when most of the original charge was for the convenience which is now gone. 

Most of cost is the physical cost of the food. Delivery/UE cut is a very small part.

DullGreyGuy

born_again said:

saajan_12 said:

All in, I'd say it would be reasonable to refund 75-100% of the cost, as the value of late, cold food is very small when most of the original charge was for the convenience which is now gone. 

Most of cost is the physical cost of the food. Delivery/UE cut is a very small part.

It's not that small when you consider they have the uplift in price, delivery fee and admin fee. 

Plus just because you complain to UE/Deliveroo and they award the refund doesn't mean it's all coming out their pocket. Its like chargebacks etc, they act as judge, jury and executioner and will withhold the money from the merchant 

TaxH8Ter

UPDATE: So I didn't want to waffle on at the original post, but, I was having a heap of trouble getting UE to pay any attention to me via the chat function. This was extremely frustrating! Eventually they got back to me via email and we managed to sort it out, with UE making a full refund.

I appreciate some of you saying "just reheat it" but due to renovations I don't have the ability right now, plus I ordered hot food, not bake at home!

The issue was a lack of UE drivers/riders plus 3 riders declined the delivery once they arrived at the restaurant. As far as I am concerned the restaurant is not at fault, it was the delivery part that failed.

SparkieMum2

Help. 

This is the 2nd (and now last) time I’ve used Uber Eats for a few groceries. When it arrived, it wasn’t my order, my name is Shelley and the order was for Shirley. So nothing was mine, the delivery driver picked up on the mistake and the name difference, so he told me he was going to contact the company and let them know. He took the wrong order back, I didn’t keep it. I would then need to go online and mark as not received. However, he then posted that he had delivered to my address and took a photo. So I went online and left a message, no answer, so called co-op myself, they were aware of the problem but I had to talk to someone at Uber Eats. Mission Impossible! I can only leave messages and wait for a reply.
After about half an hour, if that, I re-ordered the same items, with one now out of stock, but the rest delivered. I was hoping that having ordered the same items less than an hour apart, would prove that I didn’t receive my order. 

7 hours later, I get the message back, just like others before “sorry to hear about your experience, but you are not eligible for a refund. But you can rate your experience.” Which I wrote back, how can I rate it if it doesn’t exist!
I now get a reply “That they have reviewed my concern about a price difference, which they will look into. If you can supply any other evidence, like photos, please send them.”
So I have told them about the driver and calling the shop. Also pointed out that I can’t take a photo, as there’s no delivery to take a picture of!! Only to get the same message back. 

I have gone online and tried to call them, but the number was only for businesses. 

I’m now down £47, which I don’t have and i honestly don’t think they care, at this point, I know that the answers are computer generated, so I just don’t know what to do! 

Annoyingly, to re-order cost me more, despite one of the item being out of stock, because I used a voucher for £5 off! (Which they wouldn’t honour again). 

Please, if anyone has any advice on what I can do differently or if there is a real phone number, please can you tell me, as I’m at my wits end! 

I know this is irrelevant, but I order online, as I’ve had to give up driving due to ill health, so I rely on online ordering, This whole experience wasn’t worth the £5 off voucher, which was the only reason I used them again. 
Thank you for those who’ve read my rant!

marcia_

SparkieMum2 said:

Help. 

This is the 2nd (and now last) time I’ve used Uber Eats for a few groceries. When it arrived, it wasn’t my order, my name is Shelley and the order was for Shirley. So nothing was mine, the delivery driver picked up on the mistake and the name difference, so he told me he was going to contact the company and let them know. He took the wrong order back, I didn’t keep it. I would then need to go online and mark as not received. However, he then posted that he had delivered to my address and took a photo. So I went online and left a message, no answer, so called co-op myself, they were aware of the problem but I had to talk to someone at Uber Eats. Mission Impossible! I can only leave messages and wait for a reply.
After about half an hour, if that, I re-ordered the same items, with one now out of stock, but the rest delivered. I was hoping that having ordered the same items less than an hour apart, would prove that I didn’t receive my order. 

7 hours later, I get the message back, just like others before “sorry to hear about your experience, but you are not eligible for a refund. But you can rate your experience.” Which I wrote back, how can I rate it if it doesn’t exist!
I now get a reply “That they have reviewed my concern about a price difference, which they will look into. If you can supply any other evidence, like photos, please send them.”
So I have told them about the driver and calling the shop. Also pointed out that I can’t take a photo, as there’s no delivery to take a picture of!! Only to get the same message back. 

I have gone online and tried to call them, but the number was only for businesses. 

I’m now down £47, which I don’t have and i honestly don’t think they care, at this point, I know that the answers are computer generated, so I just don’t know what to do! 

Annoyingly, to re-order cost me more, despite one of the item being out of stock, because I used a voucher for £5 off! (Which they wouldn’t honour again). 

Please, if anyone has any advice on what I can do differently or if there is a real phone number, please can you tell me, as I’m at my wits end! 

I know this is irrelevant, but I order online, as I’ve had to give up driving due to ill health, so I rely on online ordering, This whole experience wasn’t worth the £5 off voucher, which was the only reason I used them again. 
Thank you for those who’ve read my rant!

 Contact your bank and explain the situation and ask for a chargeback as the service was not delivered 

SparkieMum2

Thanks, I have tried to, but as the payment is still pending, they can’t do anything. Once they take the money, I can then get in touch with them.
i did try to call the company, but once they realised that this was about a delivery that I was complaining about, they cut me off. I have told them that I didn’t give the driver my passcode, as proof that I didn’t receive my order, but they’re adamant that I am not entitled to a refund. 

So I will take your advice, once they’ve taken the money from my account, I will put it down as undelivered, once I have my money back, I will be terminating my account! 

I do appreciate your help, many thanks.