Poor food quality, watery gravy, ignored special request, and unsatisfactory customer service.

I am extremely disappointed with my recent KFC Russell Street, Durban order placed through Uber Eats.

I ordered Streetwise 2 with pap, and the quality of the meal was unacceptable. The gravy was practically water with the colour of gravy. The cup was not even filled properly, and the taste was so unpleasant that I found it inedible. I paid for this meal with my own hard earned money so that my two year old son could eat. Is this the standard of food that paying customers are expected to accept?

I had also specifically requested a drumstick and a thigh in the order notes because the meal was for my young son, who cannot easily eat other chicken pieces. Despite providing these instructions, I received different chicken pieces.

My disappointment was not limited to the food. When I contacted Uber Eats to report the problem, I struggled to submit the photographs I had taken because the app opened the camera directly instead of allowing me to select existing pictures from my photo gallery.

After explaining my concerns, I was told that the matter would be forwarded to a dedicated team who would review it and contact me. I felt that I was being passed from one process to another without receiving a clear resolution.

I paid for a meal expecting reasonable food quality and service. Instead, I received food that was deeply disappointing, my specific instructions were ignored, and the complaint process added to my frustration.

I am requesting that Uber Eats investigate this matter, address my concerns about the food and customer service, and provide a fair resolution, including a refund for the unsatisfactory order.

Customers should not have to struggle this much to have a genuine complaint heard. I hope Uber Eats takes this matter seriously and improves how it handles complaints of this nature.