Nuri Sushi - Ottery - Terrible, waiting 2 hours for food to arrive!

Dear UberEats Customer Care,

I request that a representative from your Customer Care Department contact me urgently regarding a serious issue I experienced with Nuri Sushi (Ottery) yesterday.

My order — consisting of 23 pieces of sushi and calamari — took nearly two hours to be delivered. When I contacted the restaurant to enquire about the delay, I was informed that the order was “on its way out of the kitchen,” which was evidently not true. This incident reflects extremely poorly on UberEats, and raises significant concerns regarding communication between UberEats, the restaurant, and me as the customer.

A two-hour delay for prepared food is entirely unacceptable, and I require a formal response from UberEats. I informed the store manager, Bonita, that the order must not be sent as I intended to cancel it. Despite this, the delivery driver arrived at my residence. I refused to accept the order.

In addition to being an unacceptable service failure, I must highlight the potential food safety risks involved. I am concerned about how long the food was prepared and left standing before dispatch. Furthermore, upon reviewing public complaints on HelloPeter, it appears that similar delays are a recurring issue with this particular store.

Given these circumstances, I urge UberEats to review its partnership with this restaurant or take appropriate corrective action, as such service reflects negatively on your platform.

Should I not receive a response from your Customer Care Centre, I will escalate the matter to the media, social media platforms, and the Office of Consumer Protection.

I await your prompt response and confirmation of how UberEats intends to resolve this matter.