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My order from a restaurant that's a 5 minute drive away (raising a puppy, I can't really leave him alone right now) arrived almost 40 minutes after it was picke

My order from a restaurant that's a 5 minute drive away (raising a puppy, I can't really leave him alone right now) arrived almost 40 minutes after it was picked up. I was given a credit that didn't even cover the delivery and service fees, let alone the tip that they don't let you edit after the order.

deepakhj 6y ago
Doordash and Amazon Fresh has been a saviour the first month with the puppy.
danenania 6y ago
UberEats has a "guaranteed delivery time" feature that they pretty much never go past in my experience. The delivery usually arrives sooner, but at least you know what the worst case scenario is. They also recently added "priority delivery" which lets you ensure the driver won't make any other stops between the restaurant and your house for a few extra bucks--this seems to drastically improve predictability and is well worth it imo. I'd love to see DoorDash copy both of those (assuming they haven't already--it's been awhile since I've used it). I've had many similar frustrations with them. Being hungry and waiting on food that is already 45 minutes late, with no indication of whether it will arrive sooner, later, or ever as the driver zig zags all over creation on the map is a special version of first world hell.
- vultour 6y ago
  Is this new? My last Uber order was 3? years ago when my order was over 2 hours late. I contacted support and their answer was essentially "<shrug> shit happens".
- fossuser 6y ago
  I've found UberEats to be a similarly mixed bag with timing (and the only service where I've had the driver steal the food). Pre-pandemic eats drivers would also almost never come to the door or get out of the car. Doordash drivers tend to be find the door more reliably in my experience and the service is usually more reliable. They're all a kind of weird business for me - I don't see how the margins work, but I use them sometimes because it's convenient. Usually if I use something then I'd be willing to buy stock for it, but I don't really want to here. It feels like the 'we have massive revenue, sure we're losing money on every sale, but we'll make it up in volume' kind of company. IPO, take your cash out and then leave it to die in the public's hands.
  - lhorie 6y ago
    I use UberEats fairly frequently, and while there have been a few bad experiences, they are usually fine. The most common annoyance IMHO are restaurants not honoring the utensils option (i.e. not providing them even though you asked them to, or to a lesser extent vice-versa). The other minor annoyance is that they don't update the status of the order correctly when you opt to pick up (it will often sit in "preparing" even after you actually pick it up, only changing to "picked up" 2 hours later. The other thing that is weird is that while they make it fairly clear what the price breakdown is in term of food cost vs service fees (which I'd assume is the driver's cut), they also have a mandatory tip for drivers (i.e. is the service fee not going to the driver then?) I've had a few long delays, but this was because the restaurant was apparently slammed with some huge order, which is understandable. The weirdest one was when I placed an order, and it got marked as picked up before I got there to actually pick it up. Turned out they were a food court shop in a mall which closed for the day 10 minutes after I ordered (it was in some small town I was driving by in a road trip, I had no idea). I was able to get a full refund just by raising an issue in the app, without ever having to talk to anyone.
    - sergers 6y ago
      my wife always tells me to not mess with utensils option (on any delivery services) as we almost seem to not get any. when we leave it at default, always get atleast 1 pair of cutlery. when we specify we want more, normally end up receiving none. i have done doordash pickup. the estimated wait was 45 minutes. i called the restaurant after about 20 minutes as i have ordered there directly over the phone before, and its only been 15-20 minutes wait for phone ordered. they like oh yea, its already ready, we just punched 45 minutes into door dash just in case...
      - lhorie 6y ago
        Oh yeah, estimated time for pickups are usually way too conservative. Most of the time, I will show up 5-10 minutes after ordering (basically I hop in my car as soon as I order) and I can almost always walk away with my food right away or within a few mins.
- cstejerean 6y ago
  Guaranteed delivery hasn’t been my experience with Uber Eats. I almost always pick priority delivery but on many occasions I’ve had food sit at the restaurant for 30+ minutes waiting for pickup. And Uber always was hiding behind we’re waiting for the restaurant to prepare the order when in reality they’re waiting to assign a driver. After 3 such incidents I gave up and deleted the app. I don’t mind paying $10+ in fees for convenience, but not knowing if the food will show up on time or an hour late destroyed all the benefit. Problem is they all seem to be flaky. The challenge of working with an unreliable army of independent contractors I guess. So at this point when I need food to show up on time I go and pick it up myself, and save delivery for when I don’t care if the food is an hour late.
GordonS 6y ago
> I was given a credit that didn't even cover the delivery and service fees, let alone the tip that they don't let you edit after the order I'm opposed to the whole idea of tipping, but putting that aside, I can't see how it makes any sense to tip before you've had the service?
- mynameisvlad 6y ago
  Oh 100% agreed. It's my biggest annoyance with the platform. I don't want to contact support to change my tip, whether to increase or decrease it. Every other service lets you change your tip up to 24 hours after delivery if they ask you for it up front.
rubyn00bie 6y ago
This +1000 My food is regularly delivered incorrectly or missing and they refuse to refund the fees. What is beyond fucked up to me; is that they increase the fees based on what I buy. So they charge me for something and then refuse to refund it. I just don't know how it's even legal to bill me for something and then not provide it. I need to write my congressman again and state senators about this shit again. Oh the the higher prices? Those are probably going directly to doordash to... I mean DoorDash and its ilk are quickly becoming the cable companies of modern SAAS businesses.
- smnrchrds 6y ago
  > I just don't know how it's even legal to bill me for something and then not provide it I don't know either, but the airline industry is the living proof that this is legal.
- wsatb 6y ago
  I have many complaints about DoorDash, mainly that the platform has degraded a lot as they've grown (customer service used to be top notch), and that their tipping policy was not clear for years. But I've used it for 5-6 years, and for a chunk of that almost daily (I'm lazy), and they've never refused to refund anything that was incorrect/missing.
  - mod 6y ago
    My nephew recently had a debacle where his food was not delivered at all--$80 worth of sushi. They tried to offer him a $45 refund. Then they tried to offer him a refund for just the food prices. He had to threaten to charge back before they refunded everything.
- Nextgrid 6y ago
  This is what chargebacks/disputes are for. I have had the same experience several times and disputing the transaction always worked. Disputing the transaction is also the only thing that would actually discourage them from such shenanigans in the future, as it would sour their relationship with their acquirer bank if they get too many disputes.
Larrikin 6y ago
I've noticed that they have been trying to get away with partial refunds and are now making you complain longer / threaten a charge back to get the full refund.
thatguy0900 6y ago
Interesting, I order to work every once in a while, and I once ordered to the wrong jobsite. A coworker took my meal and customer support refunded the whole thing. I was under the impression they were very generous with customer support
- mynameisvlad 6y ago
  If your order is completely missing, they'll refund it. If it's late, even exorbitantly late, they will only do a paltry credit for the inconvenience as they consider their job done, even if it was done horribly.
triceratops 6y ago
> raising a puppy, I can't really leave him alone right now Off topic, but why not take the puppy to pick up the food? Might even be a decent walk, if there are sidewalks along the way.
- mynameisvlad 6y ago
  It's my first week with him; he hasn't had all his shots and I don't want to stress him out with too many new things all at once. Right now it takes around 5-10 minutes to just get him comfortable with a car ride to begin with, so even that's not a fantastic option. In the future that's definitely the plan but it's just not practical right now.
  - triceratops 6y ago
    Thanks for the answer. Still sounds like a lot of fun raising a puppy! Please give him some pets from me :-)
    - mynameisvlad 6y ago
      Alternating between an absolute blast and grueling, yep. He'll get tons of pets and belly rubs when he wakes up, don't worry! :)
- justapassenger 6y ago
  If puppy is really small (under 18 weeks) and didn't have all the vaccines yet, you should avoid putting them directly on the ground if don't know the environment. If they come into contact with leftover feces of other dog that cary disease, they can some deadly ones, like Lepto. Which is also tricky, as at the same time it's when you have to socialize the puppy. Things they haven't been exposed to under 18 weeks, they're more likely to be scared of/aggressive towards.
  - outworlder 6y ago
    It can be very tricky. In my case I got a rescue puppy, 5 months old. Didn't have any shots. And wasn't spayed - and we couldn't due to her state - got to us full of all kinds of parasites and malnourished, not to mention the previous "owner" left the poor thing locked up in a dark garage ALL DAY, plus punishments whenever the dog would poop. Needless to say, there were issues. Still, we were lucky that family members had pets (all sorts of pets), so we could socialize in a controlled environment. Now we got a well-adjusted pet (minus some separation anxiety issues we have managed to control, but not eliminate). That is, well-adjusted, provided there's enough exercising :)

deepakhj 6y ago

Doordash and Amazon Fresh has been a saviour the first month with the puppy.

danenania 6y ago

UberEats has a "guaranteed delivery time" feature that they pretty much never go past in my experience. The delivery usually arrives sooner, but at least you know what the worst case scenario is. They also recently added "priority delivery" which lets you ensure the driver won't make any other stops between the restaurant and your house for a few extra bucks--this seems to drastically improve predictability and is well worth it imo. I'd love to see DoorDash copy both of those (assuming they haven't already--it's been awhile since I've used it). I've had many similar frustrations with them. Being hungry and waiting on food that is already 45 minutes late, with no indication of whether it will arrive sooner, later, or ever as the driver zig zags all over creation on the map is a special version of first world hell.

vultour 6y ago
Is this new? My last Uber order was 3? years ago when my order was over 2 hours late. I contacted support and their answer was essentially "<shrug> shit happens".
fossuser 6y ago
I've found UberEats to be a similarly mixed bag with timing (and the only service where I've had the driver steal the food). Pre-pandemic eats drivers would also almost never come to the door or get out of the car. Doordash drivers tend to be find the door more reliably in my experience and the service is usually more reliable. They're all a kind of weird business for me - I don't see how the margins work, but I use them sometimes because it's convenient. Usually if I use something then I'd be willing to buy stock for it, but I don't really want to here. It feels like the 'we have massive revenue, sure we're losing money on every sale, but we'll make it up in volume' kind of company. IPO, take your cash out and then leave it to die in the public's hands.
- lhorie 6y ago
  I use UberEats fairly frequently, and while there have been a few bad experiences, they are usually fine. The most common annoyance IMHO are restaurants not honoring the utensils option (i.e. not providing them even though you asked them to, or to a lesser extent vice-versa). The other minor annoyance is that they don't update the status of the order correctly when you opt to pick up (it will often sit in "preparing" even after you actually pick it up, only changing to "picked up" 2 hours later. The other thing that is weird is that while they make it fairly clear what the price breakdown is in term of food cost vs service fees (which I'd assume is the driver's cut), they also have a mandatory tip for drivers (i.e. is the service fee not going to the driver then?) I've had a few long delays, but this was because the restaurant was apparently slammed with some huge order, which is understandable. The weirdest one was when I placed an order, and it got marked as picked up before I got there to actually pick it up. Turned out they were a food court shop in a mall which closed for the day 10 minutes after I ordered (it was in some small town I was driving by in a road trip, I had no idea). I was able to get a full refund just by raising an issue in the app, without ever having to talk to anyone.
  - sergers 6y ago
    my wife always tells me to not mess with utensils option (on any delivery services) as we almost seem to not get any. when we leave it at default, always get atleast 1 pair of cutlery. when we specify we want more, normally end up receiving none. i have done doordash pickup. the estimated wait was 45 minutes. i called the restaurant after about 20 minutes as i have ordered there directly over the phone before, and its only been 15-20 minutes wait for phone ordered. they like oh yea, its already ready, we just punched 45 minutes into door dash just in case...
    - lhorie 6y ago
      Oh yeah, estimated time for pickups are usually way too conservative. Most of the time, I will show up 5-10 minutes after ordering (basically I hop in my car as soon as I order) and I can almost always walk away with my food right away or within a few mins.
cstejerean 6y ago
Guaranteed delivery hasn’t been my experience with Uber Eats. I almost always pick priority delivery but on many occasions I’ve had food sit at the restaurant for 30+ minutes waiting for pickup. And Uber always was hiding behind we’re waiting for the restaurant to prepare the order when in reality they’re waiting to assign a driver. After 3 such incidents I gave up and deleted the app. I don’t mind paying $10+ in fees for convenience, but not knowing if the food will show up on time or an hour late destroyed all the benefit. Problem is they all seem to be flaky. The challenge of working with an unreliable army of independent contractors I guess. So at this point when I need food to show up on time I go and pick it up myself, and save delivery for when I don’t care if the food is an hour late.

GordonS 6y ago

> I was given a credit that didn't even cover the delivery and service fees, let alone the tip that they don't let you edit after the order I'm opposed to the whole idea of tipping, but putting that aside, I can't see how it makes any sense to tip before you've had the service?

mynameisvlad 6y ago
Oh 100% agreed. It's my biggest annoyance with the platform. I don't want to contact support to change my tip, whether to increase or decrease it. Every other service lets you change your tip up to 24 hours after delivery if they ask you for it up front.

rubyn00bie 6y ago

This +1000 My food is regularly delivered incorrectly or missing and they refuse to refund the fees. What is beyond fucked up to me; is that they increase the fees based on what I buy. So they charge me for something and then refuse to refund it. I just don't know how it's even legal to bill me for something and then not provide it. I need to write my congressman again and state senators about this shit again. Oh the the higher prices? Those are probably going directly to doordash to... I mean DoorDash and its ilk are quickly becoming the cable companies of modern SAAS businesses.

smnrchrds 6y ago
> I just don't know how it's even legal to bill me for something and then not provide it I don't know either, but the airline industry is the living proof that this is legal.
wsatb 6y ago
I have many complaints about DoorDash, mainly that the platform has degraded a lot as they've grown (customer service used to be top notch), and that their tipping policy was not clear for years. But I've used it for 5-6 years, and for a chunk of that almost daily (I'm lazy), and they've never refused to refund anything that was incorrect/missing.
- mod 6y ago
  My nephew recently had a debacle where his food was not delivered at all--$80 worth of sushi. They tried to offer him a $45 refund. Then they tried to offer him a refund for just the food prices. He had to threaten to charge back before they refunded everything.
Nextgrid 6y ago
This is what chargebacks/disputes are for. I have had the same experience several times and disputing the transaction always worked. Disputing the transaction is also the only thing that would actually discourage them from such shenanigans in the future, as it would sour their relationship with their acquirer bank if they get too many disputes.

Larrikin 6y ago

I've noticed that they have been trying to get away with partial refunds and are now making you complain longer / threaten a charge back to get the full refund.

thatguy0900 6y ago

Interesting, I order to work every once in a while, and I once ordered to the wrong jobsite. A coworker took my meal and customer support refunded the whole thing. I was under the impression they were very generous with customer support

mynameisvlad 6y ago
If your order is completely missing, they'll refund it. If it's late, even exorbitantly late, they will only do a paltry credit for the inconvenience as they consider their job done, even if it was done horribly.

triceratops 6y ago

> raising a puppy, I can't really leave him alone right now Off topic, but why not take the puppy to pick up the food? Might even be a decent walk, if there are sidewalks along the way.

mynameisvlad 6y ago
It's my first week with him; he hasn't had all his shots and I don't want to stress him out with too many new things all at once. Right now it takes around 5-10 minutes to just get him comfortable with a car ride to begin with, so even that's not a fantastic option. In the future that's definitely the plan but it's just not practical right now.
- triceratops 6y ago
  Thanks for the answer. Still sounds like a lot of fun raising a puppy! Please give him some pets from me :-)
  - mynameisvlad 6y ago
    Alternating between an absolute blast and grueling, yep. He'll get tons of pets and belly rubs when he wakes up, don't worry! :)
justapassenger 6y ago
If puppy is really small (under 18 weeks) and didn't have all the vaccines yet, you should avoid putting them directly on the ground if don't know the environment. If they come into contact with leftover feces of other dog that cary disease, they can some deadly ones, like Lepto. Which is also tricky, as at the same time it's when you have to socialize the puppy. Things they haven't been exposed to under 18 weeks, they're more likely to be scared of/aggressive towards.
- outworlder 6y ago
  It can be very tricky. In my case I got a rescue puppy, 5 months old. Didn't have any shots. And wasn't spayed - and we couldn't due to her state - got to us full of all kinds of parasites and malnourished, not to mention the previous "owner" left the poor thing locked up in a dark garage ALL DAY, plus punishments whenever the dog would poop. Needless to say, there were issues. Still, we were lucky that family members had pets (all sorts of pets), so we could socialize in a controlled environment. Now we got a well-adjusted pet (minus some separation anxiety issues we have managed to control, but not eliminate). That is, well-adjusted, provided there's enough exercising :)