Extremely Disappointing Experience with Uber Eats and KFC Kensington

On Sunday, January 6th, I placed an order with KFC via Uber Eats. My delivery instructions were clear: if I didn’t answer, the courier should leave the order at my door. Unfortunately, I missed the courier’s call when they arrived. I received a message notifying me that the courier had been to my address and attempted to contact me, but I didn’t respond.

When I went outside to retrieve my order, it wasn’t there. I contacted Uber Eats support to resolve the issue, but the response was frustrating. They claimed they couldn’t issue a refund because the courier had arrived at my location and tried calling me. They also provided a photo as proof of delivery. However, the photo clearly shows the food still inside the courier’s bag, which indicates it was never left at my door as per my instructions.

If the food wasn’t left at my address, I assumed it must have been returned to the store. I explained this to Uber Eats support and made it clear that I didn’t want a refund—I simply wanted to pick up the food I paid for. Despite my repeated attempts to clarify this, they kept responding with the same canned message about not being able to issue a refund.

This experience has been incredibly disappointing. I paid for food that was never delivered, and despite my reasonable request to collect it myself, I was met with no support or resolution. This lack of accountability and customer service is unacceptable.