Uber EATS your Money

Yesterday The 08 August 2021 I ordered food from Illeaone Mastrantonio order # EEBBA time 15.32. The order was for delivery to door 85 Albert Street Apartment 504 The Wix 1 Building. Delivery instruction is call on arrival. Door to door. Leave at gate rejected. At 16.02Hr i get a call from ***) the delivery guy to say his outside. I tell him i am on my way down as the apartment is on the 5th floor which i need to take a lift down. At 16.04 there is another call from the delivery guy on *** ) which i do not answer as i am on the way to collect the food. I get downstairs and no one. ask the door person that was a woman if any delivery person was there from uber the answer is No..Zero Delivery. I proceed back up to the apartment to call the deliverer at 16.12hr on cell *** ) No answer. 2 calls later still no answer. 16.14hr I call through the help app on number *** of which i am connected to the driver who answers rudely an tells me he is on his way back. Back to where i have no clue. I tell him he was not even at my address and he proceeds to end the call. To think that in this day and age of COVID Uber eats leaves food on a busy street out in the open. I then get a receipt from uber on the receipt i see delivery was made to 3 Albert road and a picture of the food uploaded on the app receipt as delivered left on the floor next to a steel gate of which i have no knowledge of. This is me now frustrated hungry and out of pocket R756.90. I decide to lodge a complaint that my food was not delivered and that the food was compromised in the delivery method. My second frustration was the response i got from Uber Support. Response 1 :

"" NO RESPONSE NEEDED I had an issue with my delivery partner ·

Hi Shayne,

We are sorry to hear that your delivery partner didn’t deliver your food to your door.

Uber Eats aims to provide a seamless delivery experience. We have processes in place to pass all feedback to the appropriate teams to ensure that you have a better experience next time.

There are 2 options for receiving your order:

Your order can be delivered right to your door. If your address is difficult to get to, it may be faster and easier to meet your delivery person outside.

You can have your order left at the door by selecting the delivery option “Leave at door” and following the on-screen prompts to update your delivery details.

Sent by Uber Support on Sunday, August 8, 2021 at 2:36:10 PM "

I reply saying i chose Door delivery. and that it clearly stated this.

Reply 2:

"" I had an issue with my delivery partner ·

Hi Shayne,

We understand situations like this can be frustrating. On occasion, delivery partners may accidentally mark orders as completed before they deliver it to you. I've checked your account and can see that you contacted us shortly after your order was marked as delivered.

To avoid any confusion on our part, would you mind confirming whether you received your order or not? Once we have this information, we would be happy to look into this further.

Thanks in advance for your help.

Sent by Uber Support on Sunday, August 8, 2021 at 4:00:59 PM""

I proceeded to reply order was not received.

Reply 3 :

""I had an issue with my delivery partner ·

Hi Shayne,

We’re sorry to hear about this issue.

We’ve taken a look into this and it appears the delivery partner has confirmed that the order wasn’t delivered after waiting more than 8 minutes and tried to contact you when arrived to the destination. This means that the delivery partner tried all the required actions to deliver the order until finishing it.

For this reason, we are unable to issue a refund this time. To prevent this issue in the future, we recommend you to review your address and phone number before trying to place a new order. We will also take your situation into account to improve our delivery service in the future.

If you do have any other questions or concerns, please feel free to reach out again. Sent by Esa N. on Sunday, August 8, 2021 at 4:11:43 PM""

My Response was: Order was clearly stated call on arrival. Driver waited where. as if he was at the correct address besides the fact that he would call, the security at the base of wix apartments would have informed me of delivery. The fact that the delivery was marked at 16.14hr as been delivered means where ever he was was not at 85 Albert Road . The receipt clearly stating delivery was made to 3 Albert Road and not 85 Albert Road as requested. Had the driver bother to check the delivery address he would have known he is in the wrong place. and further had he answer my calls when i went down i could have told him this. He chose rather after my call to drop the order where ever and mark it delivered and then still upload a picture of his incompetence to support what he had done. Now the fact that i though i am reporting him and the delivery to a person who can think for themselves was my third disappointment. The person i reported to namely Esa N seemed to be mentally challenged. I could not draw the picture of we have an app. it has a delivery address. it confirms a delivery address. it allows further delivery instruction. why would it have all these features if the drivers fail to use it and or the support consultants fail to understand the purpose of it. I then decided to draw a timeline for Esa N thinking if i drew pictures for him he would understand. To my surprise i got this response.

Response 4:

""NO RESPONSE NEEDED I had an issue with my delivery partner ·

Hi Shayne,

We’ve taken a look again into your order and the delivery partner tried to contact you and waited in your address more than {8 minutes}.

For this reason, we cannot issue a refund this time. We understand this situation can be frustrating, but we cannot provide any exception this time.

Thank you for understanding. Sent by Qasim Kamal on Sunday, August 8, 2021 at 5:22:33 PM""

i am know at my wits end and cannot for the life of me understand what i am not explaining. I see that now the response consultant changed. So i figure let me know try Mr Qasim Kamai and see if he belonged to the same mental institution that i am dealing with. I respond with a detailed outline why i refuse to accept their version of event leading to the delivery. By now i am no longer surprised at the responses as i figured should they acknowledge failure in delivery then they liable for the funds not the restaurant. So rather than acknowledge failure they justify it with Stupidity. Their final response.

Response 5 :

"""Hi Shayne,

Thanks for getting back in touch.

Unfortunately, as explained before, we can not issue a refund since the delivery partner tried to contact you and waited before finishing the order in the app.

We know this is not the expected answer, but we cannot make further reviews of this issue.

If you do have any other questions or concerns, please feel free to reach out again. Sent by Esa N. on Sunday, August 8, 2021 at 8:32:41 PM""

I then decide not to respond further because anyone with this little intelligence would not understand that:

1. The delivery driver did not arrive at the address provided. 2. By the time the driver called i answered him and went down to collect the meal. 3. The driver not the food ordered was there. 4. The driver after speaking to me realised he was at the wrong place. 5. The driver then refused to answer his phone. 6. The driver then decided to deliver the goods to 3 Albert Road instead of 85 Albert Road. 7. The first support was not of any help. 8. The support consult there after had no clue and his efforts to resolve this issue were zero faced with the information and evidence before him. 9. The second support consultant followed suit of the first and ignored the facts.

In Conclusion.

The reason i say Uber EATS your money is if they **** up on a delivery trust me you getting jack back. let the restaurant mess up and they quick to punish the restaurant. The drivers have no accountability. They can be rude, damage your stuff, not deliver, and frankly take their time to deliver cold and abused meals and no recourse.

Im out of pocket R756.90 and almost starved to death. just glad some poor sole got the benefit of a meal if not the cats or Dogs.

I spend a lot of money using Uber and Uber Eats. I will try my best to stop.

Bolt and Mr D might be the answer after all. At least they do not leave issues unresolved and accept responsibility for bad service.