Uber Eats complaint: ORDER NUMBER 5227E

Very unusual and unprofessional experience with the delivery service involving the above captioned order on Saturday, October 16, 2021.

I placed an order @ 5:46 on the UberEats application, used UberEats pass membership on a trial basis and requested Priority delivery, paying the nominal additional fee. I kept the app open for tracking purposes and at one point, Jennifer, the delivery driver, was on her way to the Cantina Del Rio restaurant. I took a screen shot, pls. see the attached. The tracking showed that Jennifer was close to the restaurant and when I looked at it again approximately ten minutes later, it showed Jennifer’s vehicle at another location, AWAY from the restaurant.

I texted her and asked if the navigation being shown was correct since it showed her about a 14 of a mile in the opposite direction she was initially traveling in. She texted me back and her text indicated it is Saturday night and the restaurant was busy. The screen shot states Cantina Del Rio was wrapping up the order, so I don’t understand why she turned around and started driving in a different direction. I sent her another text, which stated so are you still going to deliver the order?. The next thing you know, I get a message stating that ANOTHER driver named Brendan was on his way to pick up the order. I called Brendan and asked him if he knew what was going on and I explained the situation. Evidently, Jennifer CANCELLED her delivery and it then went to Brendan. He apologized and told me he was approx. five minutes away from picking up the delivery. I had already included a $20.00 tip, when I placed the order and I told him that I hoped it would go to him and NOT Jennifer.

Well, never mind the fact that the order was cold when it was delivered @ approx. 6:45 through no fault of Brendan’s or the restaurant, your delivery driver did not even have the courtesy or professionalism to respond to my text questioning if she was still delivering the order. Again, in no way do I fault the restaurant for the delay based on the app tracking updates I had been receiving.

Extremely poor customer service experience and since AE promotes the use of Uber and Uber Eats and I am a Platinum Card Member, I am also providing them with the details involving my customer experience.

I sent an email to the address provided for them along with a screen shot of the order page, location of delivery person’s vehicle, etc and the email came back, error msg. no such email address.

Followed instructions on app for complaint, received a generic email back apologizing and it stated the best way to help resolve is rate the delivery person. I can’t rate the delivery person because she deleted her order and the order now lists the second individual, Brendan. Sent back via chat another message stating same and requested a call back.