Is it normal for food to be delivered an hour after the ETA and after the food is ready at the restaurant?
TL:DR - UberEats wouldn’t offer any refunds for delivering cold food after it sat at restaurant for an hour after it was cooked, despite driver being non-responsive and their location didn’t move.
I ordered food in what I thought would be plenty of time. The ETA when I ordered was 30 minutes max and the place is less than 15 minutes from my house.
Food was ready at the restaurant very quickly after I ordered. I started to get nervous 45 minutes later and sent a message to the driver, who didn’t reply. I could see the driver’s location - they were in one spot for over 30 minutes.
I contacted Uber Eats and asked if I could pick up the food myself and they said no. I asked if I could cancel and they said no.
Food was cold when it arrived 1.5 hours after I ordered. Because of course - there’s no way for a restaurant to keep the food hot that long. But because it arrived 2 minutes short of 1.5 hours (and 15 minutes after we had to leave the house) Uber Eats wouldn’t offer any refunds or anything. My spouse said the noodles were in a big clump together.
I’m trying to understand how this is in any way safe. Our food, with meat, sat out for an hour after it was cooked, and a heat lamp
can only do so much. Why is the ETA so misleading? Why could Uber Eats not clearly see the driver hadn’t moved and that it would have been better for everyone if I’d just been able to pick it up so my family could eat the food?
Help me understand this.