My complaint:
Hello,
I have been ordering from Uber ears since 2022 and I have consistently had many problems over the past 6 months.
My first major issue is when I made an order from co-op. The driver that was supposed to deliver to me couldn’t find my address and cancelled my order! I called him and told him I need him to come back straight away as the shops were shut and I couldn’t feed my children. I tried desperately to get in touch with someone but your phone lies only connect for existing orders, why is this? Why do you have no line for customer service? This is extremely wrong and unprofessional. The driver would not come back so I was left with starving children that night. I was only given back the £10 voucher I used for it and despite complaining repeatedly nothing else was done. So there was zero compensation. Just giving me my voucher back isn’t compensation. I explained this over and over and over in the messages and it was as if they did not even know what I was talking about! They even shut the message box down purposely and I was forced to re open another one by going through it again but they still did nothing. I was so angry and still am.
I have had another issue with a McDonald’s food order being cold and was refunded for that. I have had other takeaway orders where I have not complained at all. Then last night I had an order from Popeyes. The order was stone cold, the milk shake was half full, I had ordered mash and gravy and received half a pot of gravy ONLY. The rice was stale and the hot wings were not wings and drumsticks like usual, they were only drumsticks. I sent pictures to prove this. The response is that I am being refused any compensation due to the previous complaints I’ve made. This is shocking and insinuating that I’m lying! I can’t explain how angry I am about all of this, it’s just disgusting. So I can not complain about orders now that are very bad or wrong? How is this deemed acceptable?
I have had numerous orders from grocery stores and not complained. I am so sick of raising a complaint which you make extremely difficult to do (seemingly purposely) because you provide no contact number for customer services! Why is this? It is so unprofessional and 100% wrong. Even sending a complaint via the app is so hard to get the message box to actually explain the problem. Then every single time it’s a new person answering who has absolutely no idea about the problem and just sends generic responses. Why is this the case? And why is it deemed acceptable to do this?
I am an Uber one customer and if this is not rectified then I will be cancelling my membership and never using your service again. I will also take it further through other means.
Regards
Suggested solution:
In way of compensation, sincere apology and not accusing me of lying anymore if I need to complain.
