Formal Complaint Against Uber Eats – Unacceptable Service and Unresolved Issue

I am writing to express my extreme dissatisfaction and frustration regarding the appalling service I received from Vida e Caffè Waverley via Uber Eats on 9 May 2025.

At 14:05, I placed an order consisting of a Matcha Latte, two croissants, and a ****** health shot. My order only arrived at 15:15—an unacceptable delay of over an hour. This delay was entirely due to the café, not the delivery driver. It is completely unjustifiable, especially given that only one item—the Matcha Latte—required any preparation. The croissants and health shot are clearly pre-made.

This is not the first time I have experienced such delays with this location. Despite the app consistently estimating a delivery window of 20–35 minutes, my orders regularly arrive well after an hour. This shows a pattern of disregard for customer time and expectations.

When I attempted to address this through Uber Eats support, I was met with apathetic responses and no meaningful assistance. After finally reaching a human agent, I was simply told to "wait"—no urgency, no resolution, and certainly no accountability. This is not customer service; this is blatant neglect.

To make matters worse, when my order finally did arrive, the Matcha Latte was nearly empty. The delivery driver showed me that there was a hole at the bottom of the cup, through which nearly the entire drink had spilled. What little remained was cold and undrinkable.

I submitted a complaint through the Uber Eats app, including a photo and description of the issue, and was told that I was not eligible for a refund. I followed up with an additional explanation and was again met with silence.

How is this acceptable—or even legal? The attitude from support has essentially been, “Just deal with it.” That response is not only insulting—it’s disgusting.

Vida e Caffè Waverley and Uber Eats have demonstrated a complete disregard for customer satisfaction, basic service standards, and common decency. I demand an immediate refund and a formal explanation for this repeated failure. If this issue is not resolved promptly, I will escalate it further through every available channel.