Disgusted

It's with great reluctance, and any sense of achievement by doing so, that I write this review.

Uber ahs no contact number to call to speak to anyone and after repeatedly atte,pting conatct through their online complaints portal, we ahve had NO RESPONSE - neither from the restaurnat. We paid fro Uber 1, Priority Delivery, and no one has even bothered to get back to us. We paid for a meal and a tip and the extras, and have nothing in return. Below is the complaint sent to the restaurant. 'On Sunday afternoon, home sick in bed with colds and flu, we decided to place an order for delivery from Lupa, a restaurant we frequently visit in person.

We ordered through Uber at 16:16, the order arrived aound 17:16, an hour later. The boxes were ice cold and on testing the heat of the food, there was zero warmth from either dish. Stone cold would be accurate. This is our first experience with Uber delivering cold food, and we order at least twice a week from various restuarants.

On calling the restaurant to complain the manager's response was 'yes?'. So we stated again what had happened and were met with the same bizarre answer, to which my partner asked 'Well what do you suggest we do about it?' Other than silence it eventually got blamed on Uber. We have Uber 1, had also app**** for Priority Delivery and paid for it. Ok, so now what? It's Ubers fault and we still don't have food?

No talk of the cold food or how it was going to be replaced. Now enraged, hungry and not in the mood for people going through who is to blame for the cold food, we told him we were coming to the restaurant immediately with the cold food and expected its replacement. Arguments between yourselves and your service provider Uber, could be fought about later.

On arrival the food had not been re-ordered. After waiting another 10 minutes the manager asked me to take a seat, not to pour us a drink whilst we wait for our food, or to resolve the immediate problem, but to try and run me through your procedures on how he cannot just order another meal. At which point I walked out to go and buy take-aways at another establishment where I wouldn't be left standing around waiting on a decision.

We have had no further phonecalls or contact from anyone telling us how they plan to make this experience into anything worth salvaging in our relationship? We never got the food, we were never offered a refund, and we just kept getting told it was the Uber driver.

So, your reputation seems not important to you in the quality of food you have delivered, which you just put down to someone elses fault.

Believe me, I am dealing with Uber too, but I want to know why we have not been contacted to apologies not only for the cold food that arrived, but how about the fact that even when we got to the restaurant I wasted another 10min for a solution that just became more excuses?

Please can someone call us, before I take a step I am rarely willing to do, with how you propose to fix this two days after it happened. Surely by now you have been through your kitchen receipts to check when the order was made, when it was made and put on the pass, and when you believe Uber collected it? At least then we would have some idea as to why it landed cold - but more importantly I now want answers as to why it was dealt with so inefficiently, to the point that I had to get in my car, drive to your establishment and still not get any joy. You were so focussed on who was to blame that our cold food issue, solvable immediately over the phone, was never tended to.'

All we have ever gotten from this restaurant is the brush off based on their POLICIES AND PROCEDURES.

If they believed they had done nothing wrong, why not produce the order slips and kitchen slips as requested over the phone? I have spent ten years of my life managing and working in hotels and restuarants around the world, and am yet to find a restaurant thats response to any complaint is NOTHING AT ALL????

Disgraceful. No words to explain this at all.