Order Never Arrived - Uber Eats - Simphiwe Lawrence

Dear Uber Eats Support Team,

I am extremely disappointed with the service I received on 1 October 2025. I had placed an order for pizzas from Romans Pizza – Mayfield Square and was charged R244.73. Unfortunately, my order has never been delivered, and despite multiple follow-ups, I have received no proper feedback or resolution.

I acknowledge that my saved address was not fully accurate, which is why I left a clear note with the correct directions and ensured that my contact number was available. However, the assigned driver never attempted to contact me. In fact, during a recorded call with Romans Pizza, the driver admitted that he did not try to contact me, even though he should have. Despite having both my address note and phone number, he simply left after waiting at the wrong address.

When I contacted Romans Pizza, they placed me on a call with the driver. He claimed he left the pizza at the wrong address, yet when I drove there myself, the order was not found. Romans Pizza also provided me with the driver’s details, but he then denied picking up and delivering my order. It was further mentioned that the person who collected my order was not even the assigned driver, but his friend. This is unacceptable and raises serious safety concerns.

Not only did I lose my order and payment, but I also wasted time and fuel trying to resolve this. To add to my frustration, support has repeatedly informed me that I am “not eligible for a refund.” With respect, I strongly disagree. I paid R244.73 for a service I never received, and I expect a full refund.

R250 is not a small amount, especially as a single parent who simply wanted to treat my child and myself. I trust that Uber Eats will take this matter seriously, both in terms of refunding my money and addressing the misconduct of the driver involved.

I look forward to your urgent response.