Two weeks ago, I ordered Wingstop for delivery. It indicated about a 30 minute delivery time. That time came and went, it extended, and indicated that they were still searching for a driver, and that I could pay $4 to "expedite" it. I opted not to do this.
About 15 minutes later, it showed picked up. About 2 minutes from my house on GPS, I got an error indicating that the order was not deliverable because "the restaurant was closed." It also said I was eligible for a "partial refund" and to contact support for options. I figured this was uncommon, maybe a bug, since it already indicated it had been picked up and was on the way.
It took over an hour the next day debating with support, and ultimately, they refunded me.
Last week, I did the same thing, but 30 minutes earlier in case they were soft closing early. Based on their site hours, it was still 2 hours prior to close. New driver assigned, and with no delay. My luck - restaurant was not open again. It showed the driver was on their way too... after picking up the order.
After another long chat, support issued a refund for "customer satisfaction." They seemed to understand that I was not in the wrong, but I wonder why I am expected to jump through hoops to get a refund when it clearly showed that the customer played no part in this.
Based on that, it turned me off to delivery. I know there are a lot of clients that commit fraud but I wonder if this was a driver doing something weird??
Anyway, fast forward to today. I ordered a pickup order for myself and my colleagues as a surprise. The sushi restaurant we go to doesn't have their own online portal, and refers to either GH or UE for to-go orders.
Of the 4 entrees, 3 apps, and 3 side soups ordered, we were missing 2 entire entrees and 2 of the soups. UberEats support stated that at this time, they can only refund one of the soups... $2.90 of the $46 missing. I contacted a second agent after and both said the same thing. "the best solution has been provided."
My mind is full of speculation, and disappointment. I'll be contacting the restaurant when they open again tomorrow to see if they can remake those entrees for another time or refund, but I am curious if anyone has insight as to what happened here. I am tempted to do a charge-back, but I don't want to harm the restaurant, especially since they'll probably be accommodating.
My questions for the community are - was I possibly flagged for the 2 previous failed deliveries? Is this common occurrence? Thanks.