Uber Eats Delays

I had one of the worst customer support experiences tonight with Uber Eats.

I placed an order from KFC Rembrandt Mall and after waiting almost an hour, there was still no delivery driver assigned. The estimated delivery time kept changing after payment was already processed.

When I contacted support to ask a simple question — whether I would receive a full refund if I cancelled due to the delay — I was repeatedly told I would still be charged because the restaurant had already accepted the order, despite the excessive delay and no driver being assigned.

What made the experience even worse was the support agent repeatedly refusing to: • Escalate the matter to a supervisor or manager • Provide the terms and conditions related to the cancellation policy • Properly address the concern about misleading ETAs shown before payment

Instead, the chat was repeatedly closed while I was still actively responding.

As a customer, it is unreasonable to expect someone to wait nearly 2 hours for food after being given a much shorter ETA upfront. Delays can happen, but poor communication, refusal to escalate, and dismissive support are unacceptable.

This is unfortunately the second time I’ve experienced this issue, and it has completely destroyed my trust in the App.