My complaint:
This has happened twice in a row (see screenshots with orders). We order a food from a restaurant – they charge us some delivery service fee, I get a message saying the driver is on their way about an hour later, then we get a message saying the order was canceled. In both cases, the food was picked up but never delivered – in one case, the deliverer misplaced it, the other case the car had a break-down. We were not charged, but that is beside the point….keeping us waiting and assuring us of service which was not rendered is inexcusable. Most gallingly, when I called Uber Eats customer service, and asked them point blank How do you know the deliverer isn’t enjoying a free food, regardless of who is paying? (for someone surely is losing money – either the restaurant or the consumer), the answer is They are supposed to follow protocol and discard. REALLY? Where’s the disincentive for them to not ignore protocol???? How does Uber Eats ensure the two gentlemen from the screenshots below are following protocol here?
Suggested solution:
Once we get a message that deliverer is on the way, delivery HAS to be done - if needed by returning pick-up to the restaurant and securing a new deliverer. Reimbursing me is NOT ENOUGH. There needs to be an accountability for the trouble I went through with ordering food and waiting for it then arranging for back-up food somewhere else. Besides, as I mentioned, when food isn't delivered someone is losing money in the process (either the restaurant or the consumer) and it sure is not the deliverer. And if Uber Eats is unable to ensure the guaranteed delivery of food item we've been waiting for long, we will stop using Uber Eats. There are enough delivery options out there and we need some minimum accountability on your part, as old customers, to keep us with you.
