Customer service? No.

So, I order pizza from a well-known chain through UberEats the other night. I see that they have a R250 for 2 pizzas deal, which I go for immediately because this economy.

I click on the "R250 for 2 pizzas deal", and I select the two pizzas I want from the list of items that I can choose from (the deal was only valid on certain items).

Add to cart, go to pay but...I see UberEats is charging me R362, not R250. I delete the items from my cart, click on the deal again, load my two selected pizzas again because maybe I did something wrong. Same thing - I'm being charged R362, not R250.

Now, it's getting late and I have a birthday girl who wants her pizza NOW. I place the order and figure I'd take it up with UberEats after.

This is where the fun starts.

First of all, there is no option (not a clear one, anyway), on the app where I can talk directly to a consultant. I have to choose from a drop-down menu of "what went wrong options", none of which align to the issue I'm having. Eventually I choose the closest one, explain my issue, send screenshots, blah blah.

The response I get (more than a day later, after I followed up) was the following:

"We are sorry to hear that your offer hasn't been app****.

We took a look at your order, and it appears the promotion wasn’t app**** because only one eligible item was in the cart.

For this offer, both items must be added to the cart for the discount to take effect. While some promotions add the second item automatically, others require you to add it manually. Since the order has already been processed without the required items, we aren’t able to adjust it retroactively.

For future orders, we recommend taking a quick look at your cart before confirming payment to make sure the promotion is visible and app**** correctly.

We appreciate your understanding."

Followed by a button that says "No response needed", so I have no way of replying or querying this. Now, UberEats, pls explain this to me in simple language, because you clearly think I'm an idiot:

I clicked on the deal. It takes me to a menu where I am clearly told to make my two selections. I add both selections MANUALLY, add to cart, but then the discount is not app****? I went through this process not once, but twice to make sure I'm doing it correctly. I even have the screenshots where under the special, it clearly says that I selected one Margherita and one Pepperoni.

HOW did I go wrong here? What was I supposed to do that I didn't do? At best, the way this offer is presented is deceptive and unclear. Not the fault of the customer, but a mistake on your app. At worst, you are blatantly *****ing from people.

And the worst part? I have no recourse or option to query once your all-knowing consultant has deemed the issue resolved.

So please refund me the extra cash I paid, then go and review how this special is presented and loaded onto your app, because it is NOT clear.

And do better.

Sis man.

PS: If I don't receive a response, preferably in the form of a refund, you will not see me or my hard-earned coin ever again. You probably don't care, but taking my business elsewhere is the only power I have here.