Failure to Deliver Order and Refund

Dear HelloPeter Team,

I am reaching out to share my disappointing experience with Uber Eats regarding a recent order I placed with them. Despite my efforts to resolve the matter directly with Uber Eats, their refusal to provide a resolution has left me with no choice but to escalate my complaint.

On 22.12.2024, I placed an order from Chicken Licken through the Uber Eats app. However, the driver failed to deliver my food to the specified address on Charles Street. Instead, he left the food two blocks away on Van Bek Street, claiming that the neighborhood was “dangerous.” This decision was made despite him having accepted the delivery request and despite the fact that I waited outside my flat for 10 minutes at the correct address.

Key issues include:

Incorrect Delivery Location: The driver chose not to fulfill the delivery to the address I provided and left my food at an entirely different location.

False Claims by the Driver: The driver falsely claimed that he could not reach me on the phone. However, we were actively communicating via the app’s chat function, as evidenced by screenshots.

Unjust Denial of Refund: When I contacted Uber Eats support, I was informed that I would not receive a refund for the undelivered order. This decision is unacceptable, as the failure to deliver was solely the driver’s responsibility.

I have all the necessary evidence, including screenshots of the chat and the incorrect delivery location. I trust that Uber Eats, as a reputable service provider, would uphold their standards and provide a resolution in line with their terms of service.

Through this platform, I hope Uber Eats will reconsider my request and issue a full refund for the order. Failing to do so undermines customer trust and accountability.

Thank you for providing a space to hold service providers accountable. I look forward to a resolution to this matter.