I work for a home care company which assists elderly clients with a variety of needs. Today, one of those needs was to get food for an elderly woman with dementia who is unable to drive and cannot leave her home by herself safely (as she is prone to get confused and get lost). To do so, I ordered some McDonalds to be sent to her house via Uber Eats. She lives approximately * minutes away from her local McDonalds, and uber eats predicted from start to finish the order would take **-** minutes. Which, I see as very reasonable. *However, I never received any updates regarding the order, other than it was still "preparing" and continued to do so well past the time predicted. The time of arrival continued to increase with each passing minute. I eventually got a call stating that the driver never had an address (which is impossible as uber eats won't let you place an order without an address*knowing your location) and simply left the food there. It was the restaurant (McDonalds) which contacted me and stated the situation. They wrote down the address I gave them (again, the same address that was in the app) and said they were on their way. Again, no update via the app, via uber eats and I had no idea if the food was in fact going to come. It was already past *:** at this point (again, not knowing it would arrive and unable to contact any party to determine if it was set). I placed an additional order close to *:** in hopes that some food would eventually get to my client. *At *:** I was informed the first order arrived (again, order placed at *:**- almost *.* hours to get McDonalds from the location * minutes from her home). I was not informed via the app, but by the client (who I had been calling and reassuring food was coming to her- as you can imagine she was quite anxious through this whole process). *Upon this confirmation that the first order arrived, I called uber eats immediately to cancel the second order. I waited, was placed on hold for * minutes and informed that I would not receive a refund for cancellation as they could not get in contact with the restaurant (McDonalds). I explained to the representative my frustrations, the situation at hand, and asked if there was someone I could talk to for resolution or a way to refund the second order. I did not mention a refund for the first order at all as the food did in fact arrive (even if it did take approximately *.* hours). She stated anyone on her team would have the same response (i.e. no refund). I asked if I could speak to a supervisor. She repeated the same information. Finally, I asked if there was a corporate location or number she could provide me with to file a formal complaint. She said she didn't. I stated that this is unacceptable customer service. She asked if there was anything else she could help me with and I stated "if not for those things, then no." *Honestly I am just flabbergasted at this whole experience. If the food had been for me I would likely feel less upset, but the fact is I was attempting to get food to someone who was unable to get food for themselves and when advocating*asking for help to get it to her within a reasonable time, I was met with continuous roadblocks. *Ultimately what I'm asking for is a refund on the second meal I placed but moreso, an apology. In my place of work I am met with complaints and it is my duty to not only first apologize, but find resolution in a way that is fair. I hope I receive the same after bringing this situation to light. I truly hope no one has the same experience that I had through this service and frankly, after this experience unless I receive some confirmation that this situation is unacceptable by the company's standards I will not only not use this service ever again, but will encourage others to do the same lest they wind up in the same frustrating predicament as me.
GetHuman-carbarba did not yet indicate what UberEATS should do to make this right.