No Refund after food delivered not delivered

I placed an order through UberEats on 28 September 2024 at 20:37. 45 minutes later, I noticed that no driver had been assigned to collect and deliver my order. Upon checking Nando's Blue Hills operating hours, I found that the restaurant closes at 21:00.

Concerned about the status of my order, I attempted to cancel it via the UberEats app. However, I encountered significant delays, with the app repeatedly displaying a “connecting to an agent” message for 15-20 minutes. Frustrated and unable to connect with an agent, I decided that I would try again the following day, as it was already 21:37 and I no longer expected my delivery to arrive.

To my surprise, at around 22:45, 2 HOURS after placing my order I saw a notification of an attempted delivery by Nqobile Khethile Zime at 22:26. Despite this, I did not receive my order, yet the delivery status was marked as “complete.”

I then tried to inquire about the supposed delivered order that I didn’t receive and was told three times that I am not eligible for a refund despite the circumstances at hand. Can a senior manager at UberEats South Africa headquarters please contact me as soon as possible? (Mr Tshepo Mokoena +***9)