The system of Uber Eats ensures the delivery of food ordered through the platform, from restaurants registered in the application to customers. Usually, deliveries take place within 30 to 60 minutes of receiving the order, theoretically faster than other similar services.

When an Uber Eats courier receives an order, an order code is entered, with the name and the address of the restaurant, the customer’s name, and the time available until pick-up. Food can be ordered from the Eats app (iOS and Android) or from ubereats.com. Uber Eats is in partnership with over 80,000 restaurants in over 250 cities worldwide and delivers food for millions of people at the push of a button. Simple, right?

Theoretically, the Uber Eats app is a great way to get food from the restaurants you love to be delivered right to your door, all with the same convenience and logistics on demand as the regular Uber app. But in practice, sometimes there are problems.

Bucharest joined last year with hundreds of other cities around the world that have embraced Uber Eats as a new means of ordering fast, fast food. UBER Eats collaborates with partners (couriers) who deliver food on bicycles, scooters and cars, to be within an average time of less than 40 minutes since the order was launched. During this period, the customer has the possibility to follow in real time the order in the application from request to shipment.

Uber Eats problems in Romania and in the world

Problems appeared earlier this summer, most likely coinciding with the announcement of Uber Eats which promised free delivery within 3 months. This has led to a number of chain problems. The first problem was that more customers generated more orders, taking advantage of the fact that the delivery was free. Several orders, in the absence of a sufficient number of couriers, caused delays in taking and delivering orders, a problem reported by the users of the application.

An owner of a small restaurant in Bucharest whom we interviewed about the reported problems, told us that he encountered unpleasant situations with the Uber Eats system: sometimes the couriers do not show up at the restaurant to take the order or take the order with a few hours delay!

In other cases, the couriers take the orders, but do not deliver them to the address, causing image damage to both the delivery platform and the restaurant. For example, if a customer has a problem with an eventual order that, although paid, was not delivered to him, he will not tend to blame only those at Uber Eats, but will associate the negative experience with the restaurant, from which will most likely not order in the future.

“We recently faced a number of problems with Uber Eats” the business owner told us. “Unfortunately, unhappy customers will notorder again from usand they will go to other restaurants on the same platform. In the happiest case, they will choose another delivery platform when they order food from us. What struck me, however, is the ease with which Uber Eats handles such cases, justifying a “just happen”, although cases tend to repeat more and more. ” concluded AG, owner of a business delivering food on the Uber Eats platform.

The situation is not encountered only in Romania. A former US Uber Eats customer reported an incident that caused him to stop using online ordering platform services:

“I had a problem a week ago where not only was I charged double for what I ordered, but I only received half of my order. Not only did Uber Eats not give me the money back, but they refused to give me a contact number. It’s been over a week and the only response I got from them is that they are trying to solve the problem. Nothing was resolved, I didn’t get any response from Uber Eats. This company has the most poor customer service that I have ever encountered. I recommend it to anyone who wants to order food online to choose other food delivery platforms.”

Refund conditions for missing or incorrect orders from Uber Eats

According to Uber Eats, if an item is missing or the order is incorrect, reimbursements are offered which are labeled as “Fault Order Adjustment”.

Customers receive refunds in the following cases:

– missing items – the customer did not receive an item;

– wrong items – the customer received an item he had not ordered;

– wrong orders – the customer received a completely wrong order or someone else’s.

It should be noted that any reimbursement of an order error is assessed by Uber Eats on a case-by-case basis. There is always the possibility that any order may be wrong or have missing items.

Our tip: If you receive a wrong or incomplete order, you should take a picture of the order received. Then you should notify Uber Eats of the mistake (using the Uber Eats app) by filling out the “contact us” form. You will simply be asked to clarify which items were incorrect (or missing) from your order and include a photograph of the order.

In any case, we recommend selecting the food delivery platforms and choosing the one that has proven to be the most reliable and the one that has ensured the delivery of food in the optimum time.

Photo source: facebook.com