UberEats (UberNOEats)

On 5 December I placed an order through Ubereats from your Plumstead store at around 21:00. After a few moments I checked on the status of the order and found that there was a delay. I reckoned that it may have been busy and exercised patience in this regard. Once it got past 22:00 I got a bit concerned and logged a fault via the UberEats app. Since their live chat service ends at 22:30, I thought that the next best thing was to contact the store directly.

I then proceeded to call Nando’s in Plumstead directly just before 23:00 and was greeted by a lady called Abigail. When I enquired with Abigail about my order she confirmed that she had received it on the screen in front of her. Whilst trying to understand what the delay was, Abigail was very dismissive and kept directing me to UberEats regarding my order that had not been delivered. After endless questions and a painstaking conversation with her about the process of how UberEats was meant to help me if the order was never processed in store, she became very rude and abrupt and told me in these exact words, “Your order was not processed because we were busy, we were told by our owners to leave those orders if the shop is busy! You can contact UberEats for your refund because this shop is closed and there is no way you are going to get any food from here tonight!!”

I was so taken aback by the lack of customer service and the treatment that I received from Abigail (who has confirmed that she is the manager.)She had no manner of customer service and by no means did she try to resolve my issue in any way. She was rude and tactless and kept screaming at me to tell me that I’m “taking things personal“ I was very confused by this statement.

There was no reasoning with Abigail’s facetiousness when she started saying things like, “Thank you for blessing me” after I expressed how appalled I was with her manner of customer service or the lack thereof. I asked her for the contact details for the owners of the store who she readily told me were Rosa and Julio Da Costa. She told me that they cannot be contacted for complaints and that she dealt with the complaints because she is the manager of the store. I then left my contact details with her and asked that one of the owners contacted me regarding my complaint.

I have waited 9 days before sending this email to give anyone from Nando’s in Plumstead time to contact me and have since not heard from anyone. I consider myself to be a very considerate person and understand that December’s festivities can bring an increase in workload. I do, however, not have consideration for rudeness and dismissiveness on any terms, especially when they were clearly at fault in store.

I was promptly refunded by UberEats that same night with no contact or instruction from my side. The fact still remains that I was not calling Abigail about my refund; but the whereabouts of my order. There is reason for the convenience of apps like MRD and UberEats and if they are too busy to offer these services. I suggest that they are removed from the app if they cannot be serviced