Extremely poor customer service by Uber

I placed an order last night from my husband’s phone via the app. The delivery took 2 hours, despite the restaurant being nearby. I contacted support multiple times, spoke to 3 agents, and all I received were generic responses. They didn’t even seem to read my messages properly. The delivery people kept exiting the trip, and the service was terrible. This is not acceptable, and it’s frustrating as a paying customer. We work hard for our money, and we shouldn’t be treated this way. I feel like we need to report this to the consumer commission so they can investigate and hold them accountable for such poor service.

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Dear...

I am writing to formally lodge a complaint against [Company Name], specifically related to my recent experience with their delivery service. I placed an order on [date] through their app, using my husband's phone. Despite the restaurant being in close proximity to my location, the delivery was severely delayed, and the service provided was subpar.

Here are the details of my complaint:

Order Details:

Order Number: [Insert Order Number] Date of Order: [Insert Date] Restaurant Name: [Insert Restaurant Name] Time of Order Placement: [Insert Time of Order] Estimated Delivery Time: [Insert Estimated Delivery Time] Issues Faced:

Unexplained Delivery Delays: The delivery took [Insert Delay Time] longer than expected (total of 2 hours), which was unreasonable given that the restaurant is located very close to my address. Poor Communication: I contacted the company’s customer support multiple times (4 occasions), speaking with three different agents. Each response I received was generic and did not address the specific issue or offer a satisfactory resolution. The agents did not seem to properly read or understand my concerns. Lack of Accountability: Despite my repeated inquiries, no concrete action was taken, and no proper explanation for the delay was given. I was left without any clear updates about the status of my order. Financial Impact: I paid for a service that failed to deliver in a timely manner, and this not only wasted my time but also diminished my trust in the company. As a paying customer, I expect reliable and efficient service, which I did not receive.

I believe this situation reflects a pattern of poor customer service, and I am seeking appropriate action to be taken to ensure other customers are not subjected to similar experiences in the future.

Requested Actions:

An official apology for the delays and the inadequate customer service response. A review of the company's current delivery practices and customer service training to prevent these issues from recurring. A refund or compensation for the inconvenience caused by the delays and the poor service. I appreciate your time and attention to this matter. I trust that the Consumer Commission will look into this issue and take appropriate steps to address it.

Thank you for your consideration.

Sincerely,