To want a refund?

[2024i]

I ordered a £8 tub of ice cream from Uber Eats, alongside food from a local restaurant. When the order arrived, the driver told me the restaurant didn’t have the ice cream in stock so instead of giving a refund, they substituted it with 2 different tubs.

I initially ordered a mascarpone / raspberry/cookie dough/biscuit variant as it sounded unique! They sent me plain vanilla and chocolate ice cream tubs instead.

Uber Eats refused to give me a refund as the restaurant gave 2 other tubs which they thought was generous. Aibu? I don’t think the replacement is suitable - I didn’t want those plain flavours, left alone pay that much for them. Shouldn’t customers be given a choice beforehand for a refund if the fancy item they order isn’t in stock?

You should have been entitled to a refund. Did you refuse the items at the door to the delivery driver?

I wouldn't be happy, if i wanted plain vanilla and chocolate I would have gone to the corner shop and paid way less than £8!
They should give you a refund
If they didn't have the main meal you ordered would they substitute with something else and expect you just to take it??

Looks like the 1970s have arrived,

Email back and quote consumer law - items have to be "as described".

Yes. Many is the time I go to a restaurant, order a specific dish but get given a completely different one and just think how lucky am I.

So if you ordered a handbag from House of Fraserade by Prada and they sent you 2 Primark handbags instead, would that be OK, as you got 2 bags?

YABU only because you have the option to turn substitutes off on Uber eats / Deliveroo

I've had a nightmare with refunds. Ordered coookiee once and but into one to see green mold! I asked for a refund for the four cookies but because I had only said once was moldy they only wanted to refund 25%
I was fuming and said I wasn't going to eat any of them as I couldn't trust the food. They did then refund all of it

You’re wrong. I haven’t placed a grocery order at a supermarket. I placed a takeaway restaurant order - I have never had this option to turn off substitutions on Uber Eats restaurants. Substitutions shouldn’t happen! They should update the app if they don’t have the food in stock.

I’d want a refund. I don’t care if it’s still ice cream, if I ordered a specific one and they didn’t have it I’d rather they didn’t send anything and give me my money back rather than assume I’d be happy with another option without even asking

The other day I ordered food items on Uber eats and one item wasn’t available. I received a notification informing me that I had a time limit to either change or cancel the item or the order would cancel itself if I didn’t choose an option. I cancelled the order. I was happy with that as it meant I could then order it from somewhere else

Could you go to the shops

I get it's a bit dissapponting, but maybe just don't order from there again and move on?

Err this. She did pay for them. They are both very boring flavours that l probably wouldn’t eat and it seems she feels the same

So you don't care if you order one meal and youre served a different one as its still a meal?

And how on earth have you worked out the value of the ice cream, do you somehow know the brand and the size of the tubs? That's quite some feat from zero information

It's perfectly reasonable to be annoyed about this

YANBU the restaurant should have either called to ask you or just refunded that part of the order rather than assuming you would want a different flavour. I've only every used UberEats once and the service was shocking. I went to the door ready to collect my order, once I saw the driver was around the corner on the app. He never drove up to my house, called me on the app but didn't speak, before dumping the food in a garden I didn't recognise. Had back and forth with UberEats for a week before I got a refund, apparently they expect customers to hunt down and eat food that's been left in a random garden in the pouring rain!

YANBU.

A quick Google suggests, via various websites that I haven't heard of, that your contract is with the restaurant and not Uber Eats.

OTOH, Uber's own web page for its couriers suggests that if the customer receives the wrong item(s): "Incorrect items: the customer received an item but the item, or part of the item, was not as ordered. Example: the customer ordered 1x Chocolate Milkshake but received a Vanilla Milkshake," you can claim from Uber Eats and the money will be deducted from the courier's pay. Uber Eats

It looks as if your first action should be to "use the dispute button in the Orders tab in Uber Eats Manager to submit a dispute request within 30 days of the order date." And if that fails, try the restaurant.

Except they weren’t anything like the flavours she chose. I hate chocolate ice cream so it would have been binned without even being opened. There’s no value in that for me. And £8 for a tub of plain vanilla is pretty shit.

Sounds reasonable to me. Not as if they gave you fish sticks.

Lol. Let me just swap your lovely new iPhone and give you a generic smartphone from Tesco.

What?? It's not like I've given you a morse code machine...

why would you go the shops if you’d ordered a takeaway? It’s not exactly the point is it.

I wouldn’t be happy, vanilla ice cream is a waste of calories.

Yanbu. I'm afraid I'd have to bin the chocolate ice cream ..yuk. can you talk to them.

The restaurant should’ve refunded the ice cream and sent one alternative tub. They’d be in the same place as they’ve given a tub away for free anyway and OP would be happy/refunded.

This is the problem with middle men delivery services

OTOH, Uber's own web page for its couriers suggests that if the customer receives the wrong item(s): "Incorrect items: the customer received an item but the item, or part of the item, was not as ordered. Example: the customer ordered 1x Chocolate Milkshake but received a Vanilla Milkshake," you can claim from Uber Eats and the money will be deducted from the courier's pay. Uber Eats

That doesn't really seem fair either does it? The restaurant fucks up, but the courier has to pay for someone else's mistake.

But op is entitled to pick which flavour they want. If you’re a size 5 shoe and ordered a pair of shoes online in a 5 but they had gone out of stock would you be happy to accept a size 8? They would be no good to you but you still got shoes right?…..wrong!