I’ve been avoiding using Uber Eats and instead relying on the more organisation-based food delivery services because there’s a certain comfort in the illusion of the ‘professionalism’ they afford. As in, the delivery people are people who do it as a job, and feel a bit more reliable.
I’ve decided to try it, because with this virus business there are now lots of very interesting restaurants to be found in the Uber Eats database that I probably wouldn’t found otherwise.
The short version: It got delivered to wrong building. I had to go out and sneak into the next building to pick up a bag in front of some stranger’s door. Since I contacted the support before I found it, the Uber Eats support refunded me full price of the order and added a 500yen(almost $5) coupon. I now feel very uncomfortable, because even though it is a correct move on their part, I didn’t want the refund because I still got to eat the food.
The long version: There were some system problems with entering my address—it kept not showing and I tried re-entering in couple of different ways. In the end I made sure I entered all important information somewhere.
I also selected the option to have the food left in front of my door. Which is logical in the current times, but might have been a big mistake.
Our building has locked entrance, so unless the delivery person is let in by someone else entering/exiting, he would have to ring my room to be let in. I expected him to ring me anyway.
Instead, while I was waiting for the doorbell, suddenly I received the notification that the order was delivered and done. I went to look outside my door: nothing. I got my shoes and went down to see if he could’ve left in the lobby: nothing. I looked around the floor to see if it’s in from of any other doors: nothing.
I was already beginning to suspect what happened, because, unfortunately, there are buildings 1 and 2, with the same name, next to each other, and I live in the building 2. I looked over at the building 1 (because both buildings are in the ’empty square shape’ and you can see through), but I couldn’t see all the doors on the floor to say for sure. Besides, with exception for some taxi drivers, no delivery person ever made this mistake, as far as I know, because the tenants’ names are displayed on the rooms and mail boxes.
I contacted the UberEats support saying that the order wasn’t delivered. I then saw that the driver had uploaded the photo of the delivery and realised that he really must’ve delivered it to the next building and just left it in front of the door. I walked to the next building imagining if I’ll have to ring the person who lives in the room with the same number as I and ask them if they have food in front of their door. However, luckily for me, the building 1 doesn’t have the same locked entrance as we do, so I was able to just walk into the building, take the elevator to the same floor, and find the paper bag with my food in front of stranger’s door.
I brought the food home and messaged the support again, saying that I have solved the problem and found the food myself in the wrong building. I sent in the ‘evaluation’, and while I put the honest negative for the delivery to a wrong place, I still added a tip…well, because he did actually deliver and uploaded the picture of it.
A few minutes later the support wrote me back that they have refunded the full price of the order, and added a complementary coupon, and are very sorry for all the inconvenience. They ‘looked into the situation’ and found out that the delivery guy completed the delivery without the following proper instructions, and while they won’t fire him, they will make sure he won’t be making same mistakes again.
Thing is, this whole situation left me very uncomfortable. While, logically speaking, they are probably right to do it this way from the business point of view, because he did make a mistake of not making sure he delivered to the correct address and not contacting me (I don’t know if he ever rang the door bell in the other building)… I really would rather not get refund since I did get the food and he did actually deliver it, even if he made a mistake.
I may have a habit of glorifying people a bit too much when I don’t know them. As in, in my head, I actually imagine someone who tried to earnestly do the fob, believing he’d done everything correctly, and then receiving contact from the company saying that I told them he didn’t deliver the stuff and he won’t get paid because he made a mistake. And I don’t like it.
I hope at least the restaurant won’t have to be involved (not that I was completely satisfied with their delivery either, though) and UberEats will cover the price, instead of taking it out either of the restaurant or the driver.
The reason I wrote this long rambly post is that the feelings I have on this issue don’t really match with what I feel like I should be feeling.
What I probably should be feeling is relief that I don’t need to pay for this overpriced and stressful meal. The delivery person made a mistake. The mistake was avoidable, but he didn’t take steps to avoid it.
What I actually feel, is guilt for involving all these people (the restaurant, the delivery person, the UberEats people in general) and making their day worse by deciding to order food I didn’t really need that much. It feels like it wasn’t even 100% the delivery guy’s fault, because of the whole situation with two buildings and fact that I didn’t want to interact with people and requested the ‘leave in front of the door’ delivery. It also feels like it was me who should’ve taken more steps to ensure there was less margin for error for other people.
I also wasted 3 hours of my Sunday on processing this issue and it feels like a fail all way through.
…If I ever use Uber Eats again, I’ll have to remember to add a ‘make sure it’s the correct building’ to the notes.