This is the second time I've had a terrible experience with Uber Eats. I was reminded of the first when I went to go leave a review. My fault for giving them a chance to screw up a second time.
I just ordered lunch. I waited in my building lobby not trusting the service. At 1215, 20min after ETA, I got notice the driver cancelled - *for my not showing up*, and on top of that, I would not get a refund. Help takes you to email pages no phone number to call. Terrible experience.
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We do have a pretty decent ticket routing system and a fairly responsive support ops and a more than generous refund policy. A little patience and empathy goes a long way and much appreciated even when it feels better to vent to someone on the phone. We all are working hard to make things better and sorry that you had a bad experience.
If you are going to try to pen me into your app for order information, notifications, and customer service, at least redundantly message me both inside your app/ecosystem and on my own preferred channels as well. Forcing me to bend my preferences to suit your business (eg inaccessible customer service) just made this worse.