Uber Eats: Order Food Delivery 4+

Not always Uber’s fault

I understand the frustration with ordering & waiting for food and then there’s something missing! However, most of the time, missing items are not the Uber driver’s fault. The driver’s app is limited in what is displayed regarding the customer’s order and sometimes drinks do not even show up. The restaurant workers, who have full access to the order details, will often prepare the order and seal it or tie it up by the time the driver comes to pick it up and we’re basically going on their word that the order is complete. And over time we learn to ask if there are any drinks with the order because the driver’s app often leaves them off and the restaurant workers might forget. Sometimes there is a long wait at the restaurant to pick up the order because the customer’s food is not ready and some drivers might cancel due to excessive wait times because they are losing money while waiting 20 minutes for a customer’s order to be prepared (and that is a very patient driver!). I cannot speak on the technological issues on the customer’s end, but drivers have their own share. However, I can say that Uber is constantly making updates and improvements on the drivers’ end. As with anything, there will be issues, but overall, Uber is doing a great job at resolving the ongoing problems with the app.

To bad

We have used Uber Eats for quite a while now and it’s been great. Unfortunately such was not the case today. While I hate giving a rating of two to just one order that was screwed up the issues were so bad and there was no phone number to contact them but I have no choice.

First off, we were unable to track our driver even though we always have before. Secondly our driver was at least 45 minutes late and when I called the restaurant they say he had been there almost an hour ago. Then there was the fact that the driver called me and left a message and I think he was lost but when I tried to call back Uber wouldn’t put me through to him because they said my phone number was wrong which it isn’t. Furthermore my number is not blocked and not in airplane mode. Therefore I could not get in touch with the driver to find out what the issue was. When the driver finally showed up he was polite but when I went to rate the order I found I could not when I clicked on read the order nothing happened. I don’t now what all this was caused by but if there’s no phone number I can call and the driver doesn’t show up and I can’t track the delivery and I cannot write the order then I have to give a rating of two. I have emailed them and heard nothing yet and have not decided if we will continue to order with them but if we do when this happens again I will dispute any and all charges because this is what is not good service on the contrary it was absolutely horrible. Sorry.

Developer Response ,

Hi, if you had a poor experience with your delivery agent, the best way to record this feedback is by rating your delivery agent on the Uber Eats app. In-order to report the agent, you can also write to us at help.uber.com/eaters and we will look into it.

Third time wasn’t a charm

I have been using this app for quite a while now, and while I can understand a missing item here and there (sometimes stuff just happens), issues for 3 orders in a row is ridiculous. Last night we ordered from the McDonald’s we always do and when the driver got here, it was someone else’s order. She had delivered our food to that person instead. When we told her the issue she said okay and then left with the wrong order so we were left with nothing. So we ordered the exact same thing with a note to the driver to double check that it was the food we had ordered before bringing it upstairs. The time goes by and the app notifies me that the food has been delivered. It hadn't been, and the driver hadn’t contacted us at all. At this point we had given up on the drivers for the night. Now fast forward to less than an hour ago and we decide to try again since it is now daytime and not at night and maybe we had just been unlucky. The driver arrives and is missing ten dollars of food that we ordered. We ask him to wait a sec while we check the bags and he runs back to his car and drives off. Then we call the restaurant and they confirm that all items had been bagged and handed together to our driver. Which certainly makes it seem that he kept one considering how he ran off. Normally it could be understandable for a mess up here and there but 3 times in a row? With different restaurants? Come on.

Developer Response ,

Hi, this certainly sounds frustrating. If the order you received included incorrect items or was missing food, please let us know by dropping in specific details at help.uber.com/eaters and we'll connect. Also, please be sure to advise of the exact missing or incorrect item(s) in your order, and include an image of the order you received.