Complaint Review: Uber Eats - Indianapolis In

I ordered McDonald's from Uber Eats on Saturday Aug 28th at approx 3:45-4:00 pm from the Baymont-Wynham Hotel at 16025 Prosperity Dr, Noblesville, IN 46060. I was staying in room 315 with my 15 year old and we were there because we were going to see Stained and Korn in concert that night at 6:30pm.

The hotel provides a shuttle service and we had to be on that shuttle at 6:00 pm. One would think that ordering 2 big Mac meals from Uber Eats 2 hours before we had to leave would be more than enough time. I was told our food would be there in 15-25 min. I was stuck on that 15-25 min for an hour with the app only saying the restaurant was preparing our food and would be delivered in 15-25 minutes. It's now 5-ish and we're starving and I'm becoming increasingly concerned, so I write in to support and get little to no actual clarifying response other than a sorry and looks like someone is on the way to the McDonald's to get your order now.

Please write back if anything else happens. So I reach out to the delivery driver and tell her that if there's any way she can get the order to us before we leave at 6 pm I'll tip her more and thank you. Now the McDonald's is only 2 miles away from the hotel and it should have DEFINITELY been enough time to get the food to us. As it's approaching 5:30 I check the app and I see that it looks like the driver is in the parking lot. We run downstairs and walk outside and there's a fair amount of people and cars all around but nothing standing out to me to be our food delivery.

I realize my phone is still in the room upstairs and run to go get it only to see the order marked as delivered. I ask the receptionist if they have it they don't. By this time it's about time to leave but I do submit to the help app that my issue was not solved. That's all I really had time to do as we were literally leaving now to go to our event. We had a great time there, we bought some pretzel dips and ate after the concert. The next morning I get on chat with Uber and make sure I read the policy which states to complain within 48 hours.

Well I've already complained and was still complaining only to get message after automatic prewritten text generic message that after reviewing my complaint there was no ability for them to offer me a refund but sorry you got no food! I keep asking why are you not following your policy? I have been complaining first it was late, expressed my concern, never got what I paid for, followed the procedure and was communicative in a timely manner, what is the deal? No body would go into further explanation.

I get on with the chat service again FINALLY and tell the rep what happened. She says due to a large number of complaints on my UberEATS regarding THIS ISSUE they won't give me a refund! WHAT? Then she says and the amount of overall complaints you've had recently with Uber eats in general. So I counted how many service related Uber eats complaints were in my PLATINUM CUSTOMER STATUS inbox and I had 5 complaints submitted on the last 10 months and they were complaints about items missing or an upcharge to what I was told I'd pay up front.

Then I counted how many orders I'd placed in the last 10 months and I had had 17 completed orders. So I am so offended that the rep is trying to say I'm some kind of repeat complainer without merit, this service is not cheap and I didn't get what I paid for! Shouldn't I complain? Wouldn't you!? I'm furious. They refuse to do anything about it and say the driver marked it delivered so too bad.