Our office recently ordered 7 lunches from them through Uber Eats. Three of the meals were salads, and all were ordered with grilled chicken. What we got was breaded fried chicken instead. We were all disappointed but I was the one affected the most because I am gluten intolerant and unable to eat breaded chicken. I spent most of my brief lunchtime on the phone with the manager who couldn't have been less professional and less empathetic. She did acknowledge that it was their fault but offered no real solution to rectifying the problem. I could tell she was frustrated with me but if she would have put herself in my position maybe she would have been more empathetic. I hope she took this as a learning experience and had a meeting with staff about it. So I was stuck eating lettuce, tomatoes and salad dressing and was hungry about an hour later with three hours left to go in my work day.
Our manager who placed the order ended up emailing Uber about the problem and they did refund us immediately for all three salads. I commend Uber Eats for their timely response.
As a side note, this experience soured me on ordering from Uber Eats in the future, although it's certainly no fault of theirs and no reflection of their service. But if there is no way to resolve an issue that the restaurant makes on an order, other than a refund, then why should I bother to use the service in the future?