Ordered with UberEATS from Casey's Drexel Hill because I was in the mood for a burger but I have COVID and the whole family is limiting leaving the house.
As you can see we ordered two Black and Blue burgers (they have bleu cheese) and one Casey's Burger (ordered with cheddar). Instead what arrived were three burgers covered in bleu cheese. It was melted onto and into the burger so we couldn't just take it off either.
I call the restaurant and a woman answers the phone and I complain. She says that I ordered three Black and Bleu burgers. Wait, what? Did I mess up when I ordered? I was ready to apologize!
But no, I didn't (again, the screenshot). But she insisted that her screen said three Black and Blue Burgers!
I am going to complain to UberEATS, so I ask her to please take a screenshot of her screen or printout so I can send it to them. They would want to know this was their fault, I am sure, and also I wanted evidence that the order was screwed up.
I give her my phone number and ask her to text the pic to me. She says she will.
I settle in and eat the burger I didn't want or love (damn shame since it was perfectly cooked) and watch a TV show with the family. The text doesn't come. Which is not a total shock because none of what the woman said made a damn bit of sense.
I call the restaurant after we finish the TV show. No answer, goes to voice mail where I cannot leave a voice mail.
I call a second time. Same thing.
Okay, so now I use my son's phone to call (my phone has an Ohio area code and my son's is 610) and the same woman immediately answers! What a coincidence.
She claims she gave her manager told her she cannot send me the screenshot due to "insurance" reasons. Right.
Can I speak to the manager? Nope, not in.
She says the manager will call me back. I won't hold my breath.
I did contact UberEATS and explained all of this and they credited me for the burger. The woman at Casey's told me a couple of times in both phone calls that I should just do that. Which is fine, but why are they lying to me?
Maybe UberEATS will eat the cost of this complaining that way as opposed to the restaurant having to fix the problem, which causes them to eat it. I don't know how that business model works.
But that doesn't matter to me! Mistakes are made at restaurants, all the time! I used to work in restaurants! The issue is not expecting perfection, it's just fixing the problem! And even if they just wanted me to complain through official UberEATS channels, I could have done that AFTER they apologized to me for the error.
Instead they feed me an implausible story, lie to me they will send something to corroborate the story, and then don't answer the phone until I call them from a different phone number! They took a fixable problem and made it way worse and it doesn't make any sense to me.
I used to drop by there to get drinks and burgers from time to time. Not anymore. read more