HUNCHO

Hi Supanan, thank you for taking the time to share your feedback. We understand how disappointing it is to receive cold food or the wrong items, and we want to explain a bit of what may have happened. When an Uber Eats courier is on the way to our restaurant, we receive the live ETA and start preparing the order so that the food is ready exactly when the driver arrives. Ideally, the courier arrives on time and can take the order immediately, which ensures the food stays hot and fresh. However, on very busy days like today, there were simply not enough couriers available in the city to handle the overall volume. In these situations, drivers often have to make multiple stops before picking up the next order, which means the route to your delivery can be delayed and the food may cool down. Unfortunately, this is something we cannot fully control on the restaurant side. We are also currently experiencing issues where couriers sometimes take the wrong bag when several orders are ready at the same time. Even though they are supposed to scan each order’s QR code, some skip this step, which can lead to incorrect deliveries — and this is a known issue across many restaurants on Uber Eats, not just ours. We completely understand your frustration, and we would feel the same in your situation. We did not receive any report from your order in our Uber Eats dashboard. If you open the Uber Eats app, go to your profile and create a support ticket, we can only confirm the issue on our end after you created the ticket. This step is necessary, otherwise we are unable to take action within the Uber system. Please also send us your order number at [email protected], so we can look into it further from our side as well. Thank you for bringing this to our attention.