Letter #1 – Complaint
Alexander Clements
1234 E Broadway
Vancouver, BC V5M 1M2
Canada
March 11, 2022
Uber Eats
1455 Market St.
San Francisco, CA 94103
United States
Attention: Customer Service Department
Subject: Incorrect Order
This evening, I purchased two Greek Platters from a restaurant called The Greek Kitchen on the Uber Eats application. When the order arrived, I found that only one Chicken Souvlaki dish was in the delivery bag. I am writing to request a refund for this incorrect delivery.
I attempted to request a refund through the application last night, however I was unable to figure out how to do so. My order number was #5493832. A screenshot of the receipt for my order is enclosed, as are several pictures of the food that arrived yesterday evening, complete with time stamps.
I understand that orders will sometimes get mixed up. However, I do believe that I should be refunded the entire order amount as I did not receive the food that I purchased, and the food I did receive was of lesser value.
Please let me know how I can begin this process.
Regards,
Alexander Clements
Email: clements.alexander@outlook.com
Enclosed: Order #5493832 Receipt Screenshot
Enclosed: Order #5493832 Timestamped Food Photographs
Letter #2 – Bad News
Uber Eats
1455 Market St.
San Francisco, CA 94103
United States
March 12, 2022
Alexander Clements
1234 E Broadway
Vancouver, BC V5M 1M2
Canada
Dear Mr. Clements,
Thank you for bringing this situation to our attention. We value feedback from all of our customers, as it helps us to continually improve our operations. At Uber Eats, we pride ourselves on providing excellent service with timely deliveries and accurate orders. We were sorry to hear that this was not the experience you had with us yesterday evening.
While we understand your frustration with this order, we are unfortunately unable to offer you a refund at this time, in accordance with our Terms and Conditions. However, with the images of your receipt and delivery that you have provided, we are able to provide you with a voucher for a 30% discount off your next two orders with Uber Eats. This voucher has been applied to your account and can be claimed the next time you log in to the Uber Eats application.
We sincerely apologize for your experience last night. We appreciate the time you have taken to provide us with this feedback, and we hope that we can continue to deliver meals to you in the future. Please let us know if you have any questions or would like to discuss the matter further.
Sincerely,
Brock Jackson
Customer Service Representative
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