Vera A.
Yelp
STEALING from customers and calling the police!
I've only visited Diamond Palace once before, and the food was just OK--not amazing. The only reason I placed an order this time was for their buffet-style group meal, not because they're anything special. After this experience buyer be ware!
I placed an order through Uber Eats, but while trying to update my payment method, I accidentally canceled the order just three minutes after placing it. The app didn't warn me or clarify the cancellation fee--it just processed the cancellation. Then, I get an email stating I've been charged $85.36, the exact cost of my entire order.
I called Uber Eats immediately to address this. They said no refunds would be issued because the restaurant already had the money. I explained that since the entire amount was taken, not just a fee, I should be able to get the food I paid for. Uber told me the restaurant would get the full $85.36 but claimed it was "up to them" whether to make the food.
So, I went to Diamond Palace to explain the situation. Over the phone, Uber confirmed multiple times that the restaurant would receive the money and that a refund was not possible. All I asked was for the food I already paid for, but the owner was abrasive, dismissive, and downright disrespectful. He kept saying it wasn't his problem and refused to make the food, he even admitted he hadn't started preparing it and didn't have the ingredients. If that's true, what exactly am I paying for?
Despite hearing Uber say he'd receive the money, the owner refused to help. Instead, he escalated the situation, called me a liar, and involved the "police" to have me removed. This all happened on Christmas Eve. Instead of doing the decent thing and providing the service I paid for, he chose to hide behind the "right to refuse service" while keeping my money.
Uber advised me in the future to cancel orders immediately if a restaurant hasn't accepted them--what's quicker than 2 minutes? And if the owner admitted he never started the order, how can they justify charging $85.36? That's not a cancellation fee; it's outright theft. Out of decency alone, they could have rectified the situation.
People work hard for their money, and $85 is a lot. A reasonable cancellation fee would've been a percentage of the order, not the entire amount. Instead, both Uber Eats and Diamond Palace exploited this situation without any accountability or fairness.
Diamond Palace showed zero humanity or professionalism. Uber Eats is just as bad for enabling this kind of behavior with policies that punish customers unfairly.
Diamond Palace,I HOPE you have the year you deserve!