Bad service from Uber Eats and KFC Meredale

I am writing to express my dissatisfaction with the recent experience I had with a delivery order placed on Uber Eats from KFC Meredale on 12 November 2024.

I placed my order at 19:15, with an estimated delivery time of 20:10. However, the estimated time kept getting pushed back, eventually changing to 21:30. When I tried to contact the delivery driver, the contact number on the app was not valid, and my in-app messages went unanswered.

By 21:30, with no sign of my order and growing frustration, I decided to visit the KFC Meredale location in person to inquire. Upon arrival, I was assisted by a staff member who viewed the app on my phone and informed me that the order had been canceled. I asked who canceled it, as I had not done so, but she was unable to provide a clear answer. After waiting three hours and personally going to the store, I was extremely disappointed to be told that there was nothing they could do to assist.

A staff member then contacted Uber Eats customer service, where I spoke to an agent named Amy. She informed me that my only option was to reorder, disregarding the hours I had already waited. Amy’s response felt dismissive, and when I asked to speak with a supervisor, she informed me that no one else was available. I then spoke with Rebecca, the store manager at KFC Meredale, who reiterated that nothing could be done, responding with an assumption that I was requesting a free meal, which I had not suggested.

This experience was not only frustrating but also disappointing due to the lack of empathy and professionalism from both Uber Eats and KFC staff. I waited three hours, drove to the location, and was met with a dismissive tone and no willingness to assist. This was made worse by the fact that I had my children waiting with me for the meal that never arrived.

I hope that you can address these concerns to prevent other customers from facing similar situations. I would appreciate any follow-up or acknowledgment of this feedback.

Thank you for your attention to this matter.