Just wanted to share a bit of an eye opening experience. @PrinceMumbles and I have had a bit of an increase in take-out orders where I've been working a lot further away from home than usual and he's been super busy with his work and neither of us wanted to come home and cook, tonight was one of those nights and we had one this time last week as well.
The difference last week is we wanted to order from a place we had not tried but heard good things about, but they were only on #UberEats
@wild1145@PrinceMumbles My experience is to order from the vendor direct if you can. I had been tempted to try one outlet through a third party site, so I ordered. It came about two hours late though it was still warm. I discovered later that the outlet was still the deliverer and all the TP site was just a portal through which to make the order. I also found that going direct to the outlet saved £2 on the order deal compared to the TP site. The food was delivered promptly and was very hot.
For context here, we usually order through #Deliveroo as I've got a plus account through Prime and get cashback on some of the transactions but we figured we'd give it a go.
A series of just bad scheduling and availability of delivery drivers later, the food rocks up a very long time after we ordered and had been sat on the counter waiting to be picked up for 40 mins. The restaurant left a note with our food apologising and left the time that they had finished prepping the food.
As you can imagine, the food rocked up warm but not pleasant, a lot of it soggy and ultimately having not done well under a heat lamp for so long. I go through Ubers help pages on the app and raise a request because the entire order was poor quality. I get what I can only assume to be an automated response back 9 mins later stating
"I understand it’s frustrating when you’re expecting a dish to come at a certain temperature and it doesn’t. We have processes in place to review this feedback with merchants so your concern hasn’t gone unnoticed."
Okay, no worries, I'll just write an explanation in detail (as I hadn't had the chance before) and a human can look at it and see it clearly was an uber issue that caused this, not the restaurant or anyone else...
18 hours later, I get the exact same response back again.
At this point, I've had enough and I make it clear that I need to talk to a human and if this isn't resolved I'd contact AMEX and ask them to perform a chargeback (This usually gets you through to a human).
Nope, 3 hours later, same response yet again.
For the final time I just enter "Please connect my to a human" (Apparently being unable to type on my phone) and I get a response back from a real person about 10 mins later.
I then get this response, which just boiled my blood even further than it already had been.
"To try and help make things right, I’ve gone ahead and processed a full refund of £48.28 as a goodwill gesture. This should return to your account within the next 5-10 business days.[...]
This is a deviation from our normal policy under these circumstances, so we may not be able to offer the same outcome in the future."
@wild1145 I mean its Uber. I remember getting the cars and the guy being drunk and dangerously driving of which I demanded to get out early and they still didnt refund.
@Whiskeyomega I haven't used them very much for cars, they don't really operate where I live and the only place I frequent that they do operate is London, and I'd prefer to hail down a black cab any day of the week.
I think I have used them maybe once in the last year, and that was to get a car from Heathrow to my house (90mins - 2 hours away depending on traffic) and that's only because local taxi's wouldn't take me.
Now in contract, we ordered tonight this time from Deliveroo as usual and our food turned up as expected, but we had a lot of issues this time, it wasn't one of our usual ordering spots and it was something we fancied.
Needless to say about 95% of the order was bad, some not edible, some just really really poor. So I contact Deliveroo support and go through to "other" and a live chat because it's a series of issues...
6 Mins later they've offered credit or a refund and an apology for it.
It took Deliveroo 6 mins to solve an issue (which in this case was not an issue with Deliveroo but the restaurants quality in comparison to the uber issue) that took Uber nearly 24 hours to resolve with a huge amount of issues and made it difficult to reach.
I'll continue to order from Deliveroo because when an order does actually go wrong, they make it right. I'll only be ordering from Uber going forward when I'm somewhere away from home that hasn't got any other food delivery apps.
The long and short of it all is I'm even more impressed with Deliveroo now having seen how bad their competition is at what is fundamentally the same thing.
It's this sort of stuff that makes people more likely to be loyal to a brand when they're treated right, and the absolutely shit service from Uber means I have absolutely no desire to order from them unless I have quite literally no other choice.
Kudos to Deliveroo for actually providing real and quality customer service.
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