This is hardly the most pressing matter in my life but it’s one thing that is giving me a great deal of frustration atm.
So the other night me and the OH decided to order takeout. I’m usually cautious about spending large amounts of money on such things, but you know it’s nice to have a treat every now and then. There’s an Italian place we like but they only take delivery orders through Uber Eats.
I don’t generally tend to go with Uber Eats - the handful of times we’ve used them, I’d say 50% of the time items are missing but they have very quickly and graciously refunded us, so I didn’t have anything particularly bad to say about them.
Anyway, we placed the order and the delivery time came and went. I had been having trouble with my phone (notifications not going off/calls not coming through etc) but hadn’t really thought about that being an issue. There had been no knock at our door and I kept checking the app for updates and all of a sudden it said that the delivery had been made to a different address from the one we gave. I am tech savvy but I swear, attempting any kind of communication with Uber Eats is a nightmare. Couldn’t find a way to contact the driver, so we contacted the restaurant. They said they’d remake the order for us and attempt to contact the driver. They spoke with him, he said he’d knocked and gotten no response (but he wasn’t at our address) so I made sure that the restaurant relayed the right address this time. The restaurant said that I would have to pay for this new order and then I would have to contact Uber Eats for a refund on the order that never turned up, fair enough I thought, like I said in the past, refunds were quick and easy.
Not this time.
I have spent the past 2 days trying to get in contact with someone at Uber Eats. The app was like a maze, the phone number they give out is inactive, so I tried messaging them across Facebook, Instagram, Twitter. Such an insane hassle, only for them to turn around and tell me that their driver tried to phone me so it was my problem and as such I wasn’t entitled to a refund. As previously mentioned my phone was acting up but I didn’t realise to what extent, so he may very well have tried to call me, but the point was, he never knocked at my door. I tried to explain this to them and they said the driver “waited the appropriate amount of time at the delivery address” but he didn’t! He waiting the appropriate time at a completely different address! It says so on the receipt!
I could understand if they had a policy where they take a fee if a driver is inconvenienced in some way but this meal cost £45! That’s my phone and internet bill for the month! And not only that but I paid for the meal to be redone, so I have essentially paid nearly £90 for 1 meal!
So what do you guys think? Am I being completely unreasonable asking for a refund? Anyone else had a tough time with Uber Eats?