Made 2 separate order almost simultaneously, only to receive 1 of the orders, and then told by customer that it was my fault.

To whom it may concern

I'm appalled at the "service" I received from the UberEats customer support. There was a constant back and forth with no resolution other than the typical we can't do anything response. This entire experience left me feeling unheard, and taken for a fool. I was also passed on from person to person the entire time, with each new person giving no acknowledgement of the previous messages.

Late Saturday evening I placed an order from KFC, I quickly realized that I ordered the incorrect items and placed a new, different order within the same minute as the previous one. I then tried to cancel the first order which unfortunately at that point was not possible. We then accepted the cost of both orders and figured that the other order could be breakfast for the next day. We were given a pin to give to the driver when he arrived, I'm sure most of you are fami**** with the fact that this pin is always the last 4 digits of your phone number. So as you can guess, even though I made 2 separate orders, I was given the exact same pin for both to give to the driver when he arrived. Also keep in mind that it was the same driver for both orders, which of course made the most sense as he would be going to the same destination.

The order then went as you'd expect, we waited for our order, he arrived and asked for the pin, my fiancé received the order and gave him the pin, we had received 2 bags, so we assumed that the 2 separate orders are in the 2 separate bags. My fiancé then brought the 2 bags into our house and proceeded to unpack what we thought would be 8 separate meals. As you can guess, there was only 4, with the driver already gone with the other 4 meals we had paid for. At this point it was already close to midnight so we decided that we would report it the next day.

The next day comes and I log a complaint that we only received half of what we ordered. Since it was a Sunday the responses came from their automated response system, so I wasn't expecting much to come from it. Monday comes and I begin again, giving as much proof as possible, trying to be as understanding as possible, only to be told that nothing could be done about it, that our driver had allegedly phoned me multiple times to trying to contact me, which as my phone logs proved, was blatant lie, and that we shouldn't give our pin to the driver until we have the order. which is where I became increasingly more infuriated. He did give us our order, just only 1 of the 2 orders that we had placed, both having the exact same pin and obviously delivered by the same person. We clearly thought we were receiving both because of the amount of bags and the fact that the driver gave no indication that he had more bags to give us. So either he was only given one of the two orders by KFC, or, which is incredibly disappointing if it is the case, the driver realized the situation, figured that if he didn't say anything about the second order, then he himself could make off with over R500 worth of food. which I sincerely hope is not the case.

With this all laid out and with all the proof that I could possibly supply, customer support still refused to give an acceptable outcome of this problem. Simply stating that I shouldn't have given the pin to the driver and essentially blaming me for putting trust into the integrity and reliability of the driver. Then stating that I should rate the experience so that they can "improve" which, clearly from all the negative reviews given to UberEats on this platform, falls on deaf ears and never happens. I also requested the numbers of a higher up in order to escalate the situation, but that was not only rejected but flat out ignored and unanswered.

With this entire situation, I was not expecting a full refund, we were happy just to receive the food that we had ordered and paid for. But not even that was possible. Which is why I'm here. Demanding an acceptable outcome in a situation where I was clearly not in the wrong but was made to feel otherwise.

I truly hope there will be an acceptable outcome of this situation and that there will be a prompt response from someone that is actually willing to remedy it. This entire situation saddens me as we've been supporters of Uber and UberEats for many years and this is the first problem that we've encountered.

I hope to receive a swift response regards