Debonairs Pizza's Fault, Expect me to pay, appalling

I ordered three pizzas from Debonairs Monument Park through Uber Eats, but the Uber driver delivered only one pizza.

The driver was told by the restaurant that a different driver had already collected and delivered the other two pizzas. I immediately phoned the restaurant, and the staff member I spoke to was already aware that there had been a mix-up. After explaining the situation, it became clear that the other two pizzas had been handed to the wrong Uber driver.

The restaurant's proposed solution was for the Uber driver who had already delivered my order to return to the restaurant, collect two replacement pizzas and deliver them to me. The driver asked the restaurant to reimburse him for the additional petrol, as this was clearly the result of the restaurant's mistake. I was on speakerphone during this conversation.

The staff member said she would discuss this with her manager and phone me back. After several minutes, with the Uber driver still waiting at my house, I had to phone them back myself. After speaking to her manager, their solution was for me to pay the Uber driver petrol money so that he could return to the restaurant and collect the missing pizzas.

I did not agree to this. The driver had already completed his delivery and still had to continue working for the rest of the evening. I therefore told him he could leave, as I was not prepared to expect him to spend his own time and fuel correcting a mistake that was entirely the restaurant's fault.

The absolute gall of expecting me, the customer, to pay the Uber driver out of my own pocket to collect the missing pizzas is appalling. The mistake was entirely on the restaurant's side, yet they expected me to incur an additional cost to correct it.

I subsequently reported the missing items through Uber Eats. It is now 20:00 on a Sunday evening, and I have had to make alternative arrangements to feed the rest of my family because two of the three pizzas I ordered were never delivered.

This is absolutely shocking service from Debonairs Monument Park. The restaurant made the error, gave the pizzas to the wrong driver, and then expected both the customer and an unrelated Uber driver to deal with the consequences.

At the very least, the restaurant should have arranged for one of their own drivers to deliver the two missing pizzas. Instead, I was expected to pay additional money out of my own pocket to resolve their mistake.

I am extremely disappointed with the way this was handled and expect Debonairs Monument Park to take responsibility for the error and the inconvenience caused.

Uber Eats has now advised that it may take up to 48 hours to attend to the complaint. I expect to be fully reimbursed for the two missing items.