Will never go back to this restaurant again. This is the worst attitude ever.
I ordered Uber Eats to get food from this place. They accepted the order but then called me to cancel the order by myself because the food that I ordered had already sold out. I told them if I cancelled the order, Uber would charge me. They needed to cancel the order on their own. But they told me that they cannot cancel on their own. I needed to do it by myself and Uber Eats would refund me after. I did what they told me to do, but Uber Eats did not refund me.
I talked to Uber and they stated that because they had already paid for the restaurant and because they saw that the order was cancelled on my side, they could not refund it to me. Therefore, I called the restaurant again and spoke with the manager, and they stated that they could investigate the issue and if Uber did not refund it to me, they could give me the food.
So I thought everything was solved until today, when I called them again. They stated that it was okay and they could give me the food. I told them that if it was okay, I would order another Uber Eats order and they could put the food from my previous order in the same bag. They said okay and stated that if I needed to order, I could call them to confirm and they would put the food in the bag.
This evening when I wanted to order, I called them to confirm. This time the person who picked up the phone called himself the "owner" of this restaurant, but his attitude was much ruder than the girl who talked to me before. He stated that his agreement only allowed me to take the food by myself, and he would only do it once because they were doing it as a favour. They stated that this was not their responsibility for the situation. I answered that it was their colleagues who told me to cancel the order, and it was not my intention. He stated that if I had any complaints, I should complain to Uber, not them. I told him I had already complained to Uber Eats and I had told them before, and that was the reason why they gave me the food at the end of the solution because Uber Eats had already given them the money. The man kept raising his voice and said, "You listen to me, stop talking about it. I will give you the food, but I am doing it as a favour. This is not my responsibility, and you need to talk to Uber, not me." I stated that he should not say it was done as a favour because it was his team who told me to cancel it. He stated again that I ordered their food from a platform, and if I did not get a refund, it was not their fault. If I did not want to have situations like this, I should order food directly from their website. I told him I knew this was an unfortunate situation with misunderstanding between him, me, and Uber Eats, but if he wanted to do business, he should have empathy and patience with customers and should not be rude to people. He kept saying, "If you keep talking, I won't give you the food, I won't give you the food." He did not wait for me to finish my sentence and just cut the call.
This is such an unprofessional attitude to handle the situation. I totally understand that this was none of our intention. However, I want to say that this attitude does not support the business growth further. I think when I talked with the manager (girl) or other staff, she was professional and showed empathy and calmness toward the customer. This is what can help them grow professionally and personally. read more