Order not delivered

"Hi He didn't wait for more than 8 minutes at my door. I remotely opened the security gate for him immediately after he dialed in, and he got lost in the complex because he couldn't understand directions to my unit. (Language barrier, as I mentioned in my initial email) even when I tried to meet him half-way. Your driver couldn't even differentiate between the ground floor and 1st or 2nd floor.

It's absolutely ridiculous that your evidence is only based on the time he waited ,(not considering the fact that he waited because he couldn't understand directions I was giving him over the phone as a result of language barrier) and it's now the customer's fault that I can't get refunded. I even went as far as going to the main entrance to make it easy for but he couldn't wait for that because he felt that I'm not too important of a customer.

Please explain to me if this is how we as your Uber customers must now go through to get a mere service that we pay for??? How can you now make the driver who can't properly express himself in business language (english) the customer's fault in unsuccessful delivery even after the customer has made an effort to meet him half-way?? I have a right to place an order that must be delivered to my order, as per your customer order options on the app, which he couldn't honour."

Uber Response:

Hi Thabo, We’ve taken a look again into your order and the delivery partner tried to contact you and waited in your address for more than 08 minutes.

For this reason, we cannot issue a refund this time. We understand this situation can be frustrating, but we cannot provide any exception this time.

Thank you for understanding. Sent by Zaid on Thursday, July 28, 2022 at 1:46:09 PM