MH
Megan H
1 reviews | Active since Sept 2012
04 Dec 2023, 18:23
Shared my phone number with a complete stranger after mixing up orders
Previously, I rated uCook with 5-stars. After around 6-months of using them, I have regrettably had to update my review following a truly ridiculous incident this evening. Earlier this evening, I received a call from uCook letting me know that the incorrect meal box was delivered to me. They asked if I would please meet up with the person to swap boxes. I explained that I was about to start my second job for the day, and was unable to accommodate that request nor was I comfortable meeting with a stranger. The called apologised for the inconvenience and said she understood. But immediately after the call, I started to receive messages from the person who has my meal box asking me to meet him directly. I do not appreciate that my number was shared with a third-party without my consent, especially after I expressed that I was NOT COMFORTABLE with meeting up with a stranger. This is against the POPI ACT, and down right wreckless. I will be cancelling my mealbox with immediate effect.
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Replies (2)MH
Megan H's updateReviewer Update
14 Dec 2023, 12:17I've taken some time to think this over, and the way in which the business responded. I don't wish to re-engage with uCook especially as after an hour long call, it is evident that we will not see eye-to-eye on this issue, but after chatting to numerous friends, family and service providers, some of which had subscribed to uCook on my recommendation, it is clear that no one would be comfortable with what I experienced!
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
MH
Megan H's update14 Dec 2023, 12:17
Reviewer Update
I've taken some time to think this over, and the way in which the business responded. I don't wish to re-engage with uCook especially as after an hour long call, it is evident that we will not see eye-to-eye on this issue, but after chatting to numerous friends, family and service providers, some of which had subscribed to uCook on my recommendation, it is clear that no one would be comfortable with what I experienced!
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
MH
Megan H's updateReviewer Update
14 Dec 2023, 12:22I've taken some time to think this over, and the way in which the business responded. I don't wish to re-engage with uCook especially as after an hour long call, it is evident that we will not see eye-to-eye on this issue, but after chatting to numerous friends, family and service providers, some of which had subscribed to uCook on my recommendation, it is clear that no one would be comfortable with what I experienced!
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
MH
Megan H's update14 Dec 2023, 12:22
Reviewer Update
I've taken some time to think this over, and the way in which the business responded. I don't wish to re-engage with uCook especially as after an hour long call, it is evident that we will not see eye-to-eye on this issue, but after chatting to numerous friends, family and service providers, some of which had subscribed to uCook on my recommendation, it is clear that no one would be comfortable with what I experienced!
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.
In response to me raising the issue, the person responsible for giving my number out to the stranger responded with an email to say that she was sorry, but she was just trying to resolve the issue. As far as I'm concerned, from my side there was no issue. When uCook called to alert me that I had received the incorrect box, I said it was okay- people make mistakes, I'll use the box I received. I completely understood! What I wasn't happy with is that when I expressed in that call that I was not comfortable meeting with a stranger, she didn't inform me that she had already gave my number to the person. When the stranger came to my house to collect his box, he was aggressive, and angry - I imagine this pressure is what lead to my number being given out but it's that very reason my number should not have been shared at all. Beyond POPI ACT, beyond the inconvenience, it's my safety that was put at risk.
What should've happened is a courier driver could have collected the incorrect box, or a new box could've been sent to the other party who was so unhappy. When I raised this with their head of customer service, he said, "we're using new courier services, and we didn't feel comfortable sending them to your house due to safety." Errmmmm, but it's okay for a complete stranger to have my details, harass me, and come to my house to collect a food box?
The conclusion of my call with head of service is that he felt I was overreacting. He didn't meet the issue with compassion, empathy or sincerity. He couldn't provide further info on the sort of POPI act training his staff are required to take, just that they are trained. Well, obviously not, because if they were, we wouldn't be in this situation. Their solution is to refund me for the box.
Considering the severity of the matter, I'd have expected a better response and for this to be escalated further. Even after expressing my personal history, breaking down in tears, and sharing how important my safety is, the head of customer service was more concerned about saying, that his staff are humans and capable of mistakes.
So let me reiterate, I UNDERSTAND THAT HUMANS MAKE MISTAKES. The mistake was sending me the wrong box. I was complete fine by the inconvenience and said it was OK. What I'm not okay with is them giving my contact details to a complete stranger without my consent.
When I explained that their response sat poorly with me, and that I would be sharing this experience with the friends I had recommended their service too, he got angry and said that wasn't fair. It happened to me, but it wouldn't happen to them. How do my friends and family know that? What assurances can they give? It shouldn't have happened to me, so of course I'll be sharing the experience because I feel I'm responsible for them having signed up and would hate for them to go through the same thing because of me.