I ordered a mcdonalds, it took 30-45 minutes for a to accept. 1st driver accepted 10-20 minutes later another driver took on the job to pick up my food. He waited at the restraunt for 15-20 minutes and delivered my food on an e-moped who did have a thermo bag and he delivered on time so I don't blame him for this review. I took in my food and it was extremely cold, one of my orders was a frozen lemonade strawberry which half ice melted. No doubt this order was made in under less than 15 minutes once they got this order and placed on the side tray for a long time sitting there waiting for a driver to pick up. I registered my issue with Uber eats through the app hoping they credit my uber account not a refund because this food was practically spoiled. Got a reply back the next day by email, this was the reply "We appreciate you taking the time to let us know about this, ‍Mark Raymond A. I understand it’s frustrating when you’re expecting a dish to come at a certain temperature and it doesn’t, but unfortunately, we're unable to provide a refund for this order. We have processes in place to review this feedback with restaurants so your concern hasn't gone unnoticed. Thanks for reaching out and we appreciate your patience." Now this felt like a big F-U to me, not only was I left with a cold unsatisfactory meal but uber didn't go out there way to satisfy the customer. Now Ubereats and mcdonalds has a partnership agreement. They aren't a regular partner that gives 30% of there earning to uber, they got a different contract that only big chain restraunts get. For example paying a certain set figure like 8-9 figures to ensure the uber delivery company to make THEM money and not pay any fees. I have to say that email has seriously put me off from using the app and even recommending it. I've always been honest when there is any issues with my order, I always tip the drivers as well because I know uber has been lowering their fees on their journeys. But looking at the reviews, I think uber should be investigated by trading standards. I mean I never seen such a poor reviews which means there is something obvious going wrong there.