Order Marked as Delivered but Never Received – Poor Support Response

I am writing to formally lodge a complaint against Uber Eats South Africa regarding an unresolved issue with my food delivery on April 2nd.

I was at the delivery address at the expected delivery time, and the order was marked as delivered in the app. However, I did not receive the order. The delivery driver did not attempt to call me, despite my efforts to reach out via chat and phone.

I immediately reported the issue to Uber Support, and they initially asked me to confirm whether I had received the order. I responded. Uber later stated that the order was not eligible for a refund, claiming the driver followed policy and waited the required time.

This is unacceptable. The driver failed to follow the delivery instructions, made no contact attempt, and simply marked the order as delivered. Uber's handling of this complaint has been dismissive and automated, showing no real investigation into what happened.

As a result, I have canceled my Uber One subscription and have uninstalled the Uber app due to this poor service and lack of accountability.

I expect a full refund for the order and a review of the delivery partner’s conduct. If this issue is not addressed promptly, I will consider taking this matter further through consumer protection channels.