McDonald’s/Uber - incorrect order (allergy) but refusing to refund

SJEH

Ordered a McDonald’s yesterday via McDonald’s App, food was delivered quickly via Uber. I ordered a burger with no cheese as eating cheese tends to result in vomiting! Guess what….it arrived with cheese despite the label clearly stating ‘No Cheese’!! We’ve had issues before so hubby drove to McDs to get a replacement, they refused and said we’d have to order again and apply for a refund via Uber (feels wrong as McDs staff messed up not Uber!). The manager was very dismissive. Contacted Uber who refused a refund, they stated McDs have no obligation to follow the instruction to delivery my burger without cheese!!! What??!! It wasn’t a special request, the app lets you remove it so it’s a service they offer.

Why is it so hard to complain about a McDs delivery?! Who is in the wrong? Is there a way to get my money back other than applying to the bank as apparently Uber may black list my account!?

swingaloo

I dont ever use McDonalds or uber for deliveries as the food is generally cold as soon as its taken from the counter.

But I would have thought it unrealistic to expect the Uber driver to open every delivery to see if its correct. Presumably even if they did that he would see the 'no cheese' label and assume it was right. you wouldn't want someone actually opening and touching your burger to check the inside.

I think Mc D's are at fault here. But is it worth a fight over the price of a cheeseburger.

Emmia

Why don't you just order something that doesn't have cheese in the first place? Rather than a custom order?

If you're in the restaurant you can go back immediately to have it swapped, but delivery adds in additional risk - so ordering something without the offending ingredient would be the more sensible approach.

Albermarle

Why not cook a burger at home, it is not exactly difficult. Plus it will most likely be better quality and hot ( and no cheese).

Marvel1

Emmia said:

Why don't you just order something that doesn't have cheese in the first place? Rather than a custom order?

If you're in the restaurant you can go back immediately to have it swapped, but delivery adds in additional risk - so ordering something without the offending ingredient would be the more sensible approach.

Because you can, I do it all the time.  Using their app to pick up or deliver is no different the order is the same.

OP: Try https://customerservices.mcdonalds.co.uk/hc/en-gb/articles/360019681978-Customer-Services use their McDonald's Virtual Assistant and select My Order

I have had the wrong order with KFC 3 times - can't seem to follow the instruction of no this and no this, I then get a voucher to use - I have one now to use soon.

Emmia

Marvel1 said:

Emmia said:

Why don't you just order something that doesn't have cheese in the first place? Rather than a custom order?

If you're in the restaurant you can go back immediately to have it swapped, but delivery adds in additional risk - so ordering something without the offending ingredient would be the more sensible approach.

Because you can, I do it all the time.  Using their app to pick up or deliver is no different the order is the same.

OP: Try https://customerservices.mcdonalds.co.uk/hc/en-gb/articles/360019681978-Customer-Services use their McDonald's Virtual Assistant and select My Order

I have had the wrong order with KFC 3 times - can't seem to follow the instruction of no this and no this, I then get a voucher to use - I have one now to use soon.

Personally I'd rather have a guarantee of food being delivered that I can eat, as planned there and then.

*Although, personally I wouldn't order via Uber or a delivery McDonald's.

SiliconChip

Emmia said:

Why don't you just order something that doesn't have cheese in the first place? Rather than a custom order?

It's doubtful whether McDonalds would be able to guarantee any cooked item is completely cheese free, and nearly all of their meat burgers contain cheese by default so customisation is the only way to not have a big chunk of cheese on your meal. 

As it happens I don't like cheese on a burger so my usual order on the few times I use McDonalds is a quarter pounder (which comes with cheese as standard) with the cheese removed from the order.While it's usually created correctly I've had a couple of orders where the cheese wasn't removed, one of which I spotted in time and had it made again, and even one where they included the cheese but removed the beef patty! I never use delivery services and I walk into the restaurant to place my order, so I now always check when I collect it.

swingaloo

SiliconChip said:

Emmia said:

Why don't you just order something that doesn't have cheese in the first place? Rather than a custom order?

It's doubtful whether McDonalds would be able to guarantee any cooked item is completely cheese free, and nearly all of their meat burgers contain cheese by default so customisation is the only way to not have a big chunk of cheese on your meal. 

As it happens I don't like cheese on a burger so my usual order on the few times I use McDonalds is a quarter pounder (which comes with cheese as standard) with the cheese removed from the order.While it's usually created correctly I've had a couple of orders where the cheese wasn't removed, one of which I spotted in time and had it made again, and even one where they included the cheese but removed the beef patty! I never use delivery services and I walk into the restaurant to place my order, so I now always check when I collect it.

Ive given up on McDonald and KFC for the very reason that every time you go in they are so busy dealing with delivery drivers you have to wait an age. 
Last time I tried to go through a drive through KFC I was told thy had no chicken, 
Went inside and there was a queue of delivery men all being passed bags full of deliveries yet none available for customers who get off their bottoms and travel to get their own.

Vectis

All this, (a trip to McD's to return a burger, a conversation with the dismissive manager, a complaint to Uber, a complaint to McDs) and all for the price of a cheeseburger. Sorry, not a cheeseburger, just a single burger.

Albermarle

Vectis said:

All this, (a trip to McD's to return a burger, a conversation with the dismissive manager, a complaint to Uber, a complaint to McDs) and all for the price of a cheeseburger. Sorry, not a cheeseburger, just a single burger.

And not even a decent burger, a cheap MCd one !

JReacher1

If it happens again you’re best off just telling uber the burger was missing from your order. They will then refund it. It’s solves a lot of this drama.