Uber Eats review: Cancelled order

Hi

On the 13th Oct 2023, I ordered mcdonalds through the UberEat app. After the arrival time constantly changed, my delivery driver cancelled my trip without any form of contact or without arriving at the set delivery location.

I messaged the driver on the number he should call upon arrival and I have attached a proof of this to this email. I tried to get a refund for my cancelled order and I was told I wasn't eligible for a refund. I then contacted uber support via the chat forum. I had conversations with 8 different staff and none of them were willing to help or hear me out. I just got told my order wasn't eligible for a refund. Out of the 8 people I had a chat with online, one of them disclosed to me that my account had been restricted due to the amount of refunds I have requested with my account.

As you can imagine this got me very confused as I have had only Four (4) refunds out of the Eightyeight (88) orders I have made during my time with Ubereat. The dates for my refunded items from UberEats are as follows.

1st Refund - 2020-10-28

2nd Refund - 2020-11-10

3rd Refund - 2023-01-15

4th Refund - [protected]

After none of my online chats with your team went in vain, I decided to call the support team, which turned out to be an even worse experience! Your team is full of liars and here is why I say this. I was told a supervisor would contact me within an hour on Friday the 13th but I didn't receive any call. I made another call complaining about my issue and asked to be directed to where I can make a formal complaint, the staff on the phone assured me that it wasn't necessary and that a supervisor should contact me via a phone call within 48 hours! That too didn't happen. Only for me to call back to realise my number had been blocked by your team. I am unable to make direct phone calls to your support team as my number has been blocked. I know this because after hiding my number to call your support team it went through and I was able to speak with someone called Sam.

This is very unprofessional and uncalled for, for your team to block a customer's line only because they can't be bothered to assist a customer. I was and very much still appalled by this behavior from your team as I wasn't rude or abusive towards staff over the phone and your records can prove this. I was told by Sam that there is another account connected to my UberEat with a different name and a different number. I asked her to elaborate by giving me the information and I was told it was confidential. Confidential? I explained to her it's my account and I passed all the security checks so I have the right to know who's using my account as it could be a fraud. Sam then agreed to give me the details of the additional account she is claiming to be on my UbearEat account. Sam suddenly said your systems are down and she is unable to access anything and will call me back as soon as she can. It's been over 5 days now and I have yet to hear back from her.

Sam said she was going to raise an appeal for my case, however I haven't heard from her or your team on this appeal.

This whole experience with your team has been very alarming as I can't believe as a company this is how you treat your customers. Within your policy it states that the delivery person has to get to the set delivery location and make contact with the customer after which they can leave if they don't get a hold of the customer. However this is the case where the delivery driver didn't arrive at the set location as I waited outside for 10 minutes. I wasted my time and my money and I wasn't able to get my order nor receive my money.

All members of staff I had a conversation with refused to tell or show me how to make a complaint.

I would like to file an official complaint for how I have been treated and an investigation into my issue especially about another account being linked to mine. As far as I am aware I am the only one using this account. I have attached evidence of my conversations on the chat help line and I believe phone calls with your teams are recorded so you will have access to them and verify my information.

Hope to hear from your team soon and my case is taken very seriously this time around.

Thank you