******** Complaint against Uber Eats for misleading and *****ing money from clients

On the evening of Saturday, 5 July 2025, I initiated a food order through the Uber Eats mobile application. I used the "REORDER" function to place a quick order for what I understood to be 2x "2 for 1" specials (a total of four pizzas) from the restaurant Del Forno Parkmore.

The "REORDER" function processed the transaction instantly. I immediately noticed that the application had defaulted the delivery location to my work address, which is in a different province from my home, making it impossible for me to receive the order. The total value charged to my account for this incorrect order was R247.50.

I immediately attempted to cancel the order through the Uber Eats app. The application denied me the option to cancel and instead directed me to call the restaurant directly to handle the cancellation.

Following the app's instructions, I immediately telephoned Del Forno Parkmore. The staff member I spoke to was understanding of the situation. They apologized and informed me that the "2 for 1" special I had ordered was temporarily not valid. The restaurant staff stated they would gladly cancel the order and ensure my payment was returned. However, they informed me that they are not able to process cancellations or refunds on their system and that only Uber has the authority and technical ability to cancel the order and reimburse the funds. This created a confusing and impossible situation.

The Uber app instructed me to resolve the cancellation with the restaurant, while the restaurant, which was willing to cancel, explicitly stated that only Uber could process it. I was effectively trapped in a loop, with each party directing me back to the other. Despite my immediate actions and the restaurant's own willingness to cancel the flawed order, Uber's support agents later refused my refund request, wrongfully claiming the restaurant had accepted the order and started preparing it. This contradicts what the restaurant staff had communicated to me. By charging me for an order that was impossible for me to receive, was based on an invalid special offer, and that both I and the restaurant partner immediately agreed to cancel, Uber has ********ly appropriated my funds.

This action constitutes theft. Uber took my money (R247.50) and has refused to return it, despite failing to provide any goods or services and despite being the only party capable of processing the cancellation as confirmed by the restaurant. They have intentionally and ********ly deprived me of my money.