My complaint:
Yesterday I scheduled an order for delivery for a time I knew I would be out as that was the latest time it would allow.
I selected “Leave on doorstep” and changed the message to “I will be out. Leave on front door step please”.
At the time it was to be delivered I was out with my son and my phone was on silent.
When I got home there was no food but missed calls so I assumed that was the driver. I called back and my number had been blocked.
I asked Uber where my food was and was not told. I was told Policy was that they tried to contact me and I didn’t answer, she waited. Now I get no food or refund.
I never specifically WANTED a refund. I wanted my food. Which I paid for. And was brought to my house but was NOT left as I instructed and as an option on the app allows for. Why not? I have paid for the food, paid for delivery and even a tip(!) and asked for it to be left but it wasn’t. Why not? Why do I need to answer the phone? I wasn’t in. I told them I wasn’t in. All she had to do was put the food down on arrival. Even if I was meant to be in and she called and I didn’t answer why does that give her the right to take away the food that I have paid for rather than leaving it? Does Amazon do that? Or Royal Mail? Or Evri? No! They LEAVE YOUR PARCEL because it has been paid for and belongs to you. OR if you’re not in and you’ve said not to leave it – they take it away and there is a way to contact them to get it re-delivered. Once you have paid for an item you legally should receive the item you’ve paid for or a refund and I currently have neither.
The customer service has been shocking. Ignored on the app, shut down on Twitter with repeated “Thank you for understanding”s, ignored my request to contact head office, cannot find a real person to speak to. I am truly disgusted.
Suggested solution:
At this point a refund is all I can hope for, with maybe an apology. What I really wanted was my food and a reply that sounded like they understood the issue! What I would prefer is companies stop using Uber Eats until they start acting more reasonably and their complaints procedure is overhauled completely.
