Restaurant Boustan — Restaurant in Montreal

I ordered from a Boustan restaurant on their website in order to get a delivery. Over an hour went by without any news, with the order still pending. Shortly after, we called the restaurant. We told them about the situation and the person talking to me said that they don't see the order properly, that there was a mistake on the system and that it was and issue with DoorDash. Then we repeated about 3 times that thr order wasn't on DoorDash, it was on the Boustan website. He repeated arrogantly that we were wrong and that it was a DoorDash problem, not a Boustan problem. When I repeated that we're talking about the Boustan website, he yelled at me, telling me to calm down. We then decided to go there directly. By the time we got there, we received a text saying that the order was then cancelled. We went there in person, we explained the situation again and we showed the person it's from the Boustan website. He then said okay, I see, but we didn't get it in our system. So we asked for a refund and I was shocked to hear him once again tell us that DoorDash deals with this. A third time. I then got upset and told him very clearly that the order was placed on the Boustan website and he told me to calm down, then told me to get out yelling at me. My sister who was with me remained to explain the situation once again. The employee contacted his mannager who couldn't do anything apparently. Then gave my sister another number in order to escalate this issue. The second person she spoke to, who was a mannager from another district, was very respectful and understood the situation. After receiving proof via text message. He provided the refund without a problem and a 25$ gift card for the trouble. The food there is good..Usually the service is good, but because of that situation and completely disrespectful and arrogant behaviour of the man working there , I'm never going to that...

I am writting this to make aware to the owners about the behaviour of there employees towards the people during night time.I went to take order for the uber. First nobody listen there even it was not busy and when I asked for the order they said why you mentioned you are here 3 minutes ago as I reached there Same time I mentioned but the order was still not ready even after reaching there they said it’s coming I said When I reached same I gonna mentioned I reached but he was very rude and when I asked for their maneger they said in this restaurant we don’t have any maneger this restaurant is without maneger. Then I said there is somebody who manage your restaurant but then the employee Mohamed(I don’t know the name is correct or not because he told me his name is Mohamed after asking so many times) in very very rude way spoke with me go out from here and refuse me to give the order and also said I will not give you the orders in the future too and do whatever you want to do.You can’t do anything to me go complain to anybody.So, I am putting this to make aware to their management and ask the employee to behave nice towards the customers. The time was around 12:50 in the night. Thank you, hope this will reach to...

I placed an order via Uber Eats today around 6:30 PM, and unfortunately, one item — a chicken shawarma bowl — was missing. To retrieve the missing item, I had to place a second order, which resulted in additional charges: a second service fee, delivery fee, and another tip for the driver. In total, I ended up paying nearly $5 just to receive a $1.25 sauce that had been omitted from my original order but atleast i got my bowl from that order and it was not forgotten including an additional sandwich.

On a positive note, the restaurant added an extra item with an additional side in the replacement order, which I appreciated and helped offset some of the frustration. The person I spoke with by phone was courteous and tried to assist, but was limited by the system — no resolution was possible unless another driver was available.

While I commend the restaurant staff for doing what they could, the experience highlights a recurring issue with Uber Eats: the lack of effective customer service and the absence of flexible solutions when an error occurs. The process becomes unnecessarily complicated for the customer, with little accountability from the...