My complaint:
Yesterday, I placed an order through Mercato, which contracts delevery through Uber. The window of delivery was 2-3pm. At 1:46pm, I received a text message saying that my order was modified or cancelled,’ and that I should call the vendor. When I called, I was told that wasn’t the case, and that in fact, my order was in front of them. By 3pm when my order hadn’t arrived, I contacted Mercato Customer Service. For the next two and a half hours, I was in a live chat with Customer Service. In that time, I was told that a second driver was dispatched to complete my order. I received a text message from Uber advisiing me that my oder was on its way. When it didnt arrive at the estimated time, I called the number listed on the text but my number was BLOCKED! I related this to Mercato Customer Service. I then received another text message along with the requisite tracking information. This time, it was from DoorDosh. This was my THIRD message, so I called the driver. He told me that he was at the store to pick up my items. I told him that I had just received a message saying that the order was picked up. He entered the store anyway, He was told that they made the order three times and would not do it again. I thanked him.
Moments later, I received a phone call form yet another driver, Moya Hunter. She was apoplectic. She too arrived at the store for my order, which was not there. She told me that it is a COMMON OCCURENCE – to arrive to pick up food to find that someone had already picked up the order. She said that what the drivers do is they pick up the order, THEN they CANCEL the pick-up.
Needless to say, I scrounged around and cooked myself my only meal of the day.
Suggested solution:
First, they need a verification process to ensure that there is accord and customer satisfaction. Second, they need to do a deep dive into the allegation that drivers routinely pick up food, cancel the pick-up, and keep the food for themselves.
