I recently succumbed to the allure of having takeaway food delivered to me, and ordered from Guzman y Gomez via Uber Eats. The projected delivery time (prior to ordering) was 25-35 minutes (and considering I live only a few hundred metres from the store, I assumed it would be at the lower end of that timeframe). On placing the order, the estimated delivery time was 40 minutes, but it was Friday night and I assumed they were busy.
My order finally hit the road around 50 minutes later (and was delivered via another drop off, so didn’t arrive for another 5 minutes after that). I opened the packaging to find congealed sauce on cold potato chips, soggy corn chips and cold rice in a soggy wrap. It was inedible (although the dog and chooks were less fussy than me). The preparation stamp on the food said it had been prepared about 5 minutes after I had placed the order, so the order had been sitting in containers waiting for delivery (3 minutes up the road) for 40 minutes.
I complained to Guzman y Gomez, who replied with profuse apologies…but it was not their fault and I should complain to Uber Eats and request a refund. So I complained to Uber Eats who said they were extremely sorry, but it was not their fault, and they would work with the restaurant to make the next “experience more enjoyable”. They offered a $10 credit to my account (which I am not interested in as it doesn’t go far on Uber Eats and I am uninclined to use the service again after several similar experiences).
So I am $27.70 (!!) out of pocket for a service that did not deliver a product that was acceptable, and neither party will take responsibility. I know that Uber Eats is a tax on laziness, but even so, it doesn’t mean I should accept unsatisfactory food because I was too lazy to drive up and get it myself. In my opinion both parties are culpable: the restaurant for making an order when there was no delivery driver available, and Uber Eats for not collecting and delivering an order in a reasonable timeframe in reasonable condition.
The Uber Eats support team appears to be based internationally if the date stamps on emails are any indication. So what are my consumer rights? Who should I complain to?