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Horrible @UberEats story:
We do delivery on Saturday nights since we can't safely go out. We've ordered a lot of the same options and were looking for something different. So, we opened @UberEats and saw a place close to where we used to live that we've missed.
We do delivery on Saturday nights since we can't safely go out. We've ordered a lot of the same options and were looking for something different. So, we opened @UberEats and saw a place close to where we used to live that we've missed.
So, we placed our order and the mobile app showed progress. I moved on and fed the dogs, etc. Then the phone rang.
It was a driver. The restaurant not only had no order under my name, they had no idea how they were listed on @UberEats because they had no terminal to get orders.
It was a driver. The restaurant not only had no order under my name, they had no idea how they were listed on @UberEats because they had no terminal to get orders.
The driver hands the phone to the manager and she clarifies that situation. I say I understand, absolve her of responsibility and ask for the driver, who I then tell to cancel the order.
I look at the clock and realize if we try to order another delivery, dinner is going to be LATE (which is fundamentally the biggest frustration in these situations).
I call the restaurant back, explain who I am, place the order and say I'll come get it myself.
I call the restaurant back, explain who I am, place the order and say I'll come get it myself.
I get in the truck and start driving down there. A few minutes later, I get a call. It's another @UberEats driver. At the restaurant. Telling me the exact same story the first driver did. I explain the story thus far, but she clearly didn't understand. I told her to cancel it.
A few minutes later, a 3rd driver called. Repeat the whole thing.
I get to the restaurant and my food is ready. I pay, explain and they completely get it.
I get back in the truck.
I get to the restaurant and my food is ready. I pay, explain and they completely get it.
I get back in the truck.
I open the app, looking for some way to cancel from my end, because it's clear that the drivers are just somehow turning the job down (and probably taking a reputation hit on that whole BS system) and another driver being requested for an order that will not be filled.
No cancel button. I dig in the Help menu until I find something cancel-related, which puts me in a chat queue. I was about to drive off, when it started the chat.
The person on the other end tells me how "the restaurant is requesting a delivery person to be assigned, however, it's busier than usual, which is causing delays". Which is complete garbage given what I know at this point.
I explain that I'm AT the restaurant, which had my food ready to pick up 17 minutes after I ordered. I HAVE that food, in the car with me and I just need the order cancelled.
They keep on script, offering me credit for waiting and keeping my order. At this point, is this a bot?
They keep on script, offering me credit for waiting and keeping my order. At this point, is this a bot?
I repeat my desire for it to be cancelled and tell them that I'm going to drive home now.
As I'm driving, chat messages keep streaming across my phone on the dash.
As I'm driving, chat messages keep streaming across my phone on the dash.
I get home and see that they include a statement that they "understand you want your order to be delivered, but due to a technical issue the restaurant didn't receive your order".
Also, several messages asking why I wasn't responding and eventually closing the chat.
Also, several messages asking why I wasn't responding and eventually closing the chat.
Near as I can tell, the order is finally cancelled. No more drivers have been dispatched. 3 drivers likely had their reputation scores reduced. The only people who seem to actually understand what happened are myself and the staff of the restaurant.
