Order paid for and confirmed at 18:54 on 26/05/2024 but never arrived) - No explanation as to why

**UBER EATS - SOUTH AFRICA**

I placed an order through Uber eats on 26/05/2024 at 18:54 my order was paid for and confirmed. The estimated delivery time was around 19:35 and latest delivery time was around 20:08. Using the Uber app, I could see the driver accepted the delivery and his bike parked in the parking lot of the store showing 7 mins. I waited until 20:30 and still haven't heard from anyone regarding my delivery. I tried messaging the driver through the Uber app but he blue ticked my first 3 messages then turned his phone off as when I called the number provided in the app, it just rings once then diverts to voicemail. I struggled to get through to the Nandos store using the number provided on their website until just after 20:30. The person at the Nandos store told me that the driver was there but never took my order. They do not know the reason for that. I also get told that they cannot find my order on their tablet yet in all this time the delivery still shows active in the app and the delivery time just keeps increasing by 7 - 8 minutes. I then placed an order with the store over the telephone and had to drive to collect it. (Gone is the need to make use of Uber Eats for convenience) Now you have to place the order through the app but collect it yourself.) I paid for my new order instore with my card. So I waited from 18:54 to 21:05 to receive my food which I had to collect. Just after 21:00 the same night I contacted Uber support as there was no option for me to cancel the order on the app. I and explained my issue to Shakir. He managed to cancel the order with a R0.00 on the invoice. However, I have not been credited the money I paid and nor was I informed that the payment will take a few days to be refunded. I was so frustrated, to the point that I didn't even go into the Nandos store myself, sent a friend. I explained to Shakir that my time is the most important thing to me and it's something that when wasted, there is no way or means of giving it back ever. After he told me the order is cancelled and my issue is sorted, is there anything else he could assist me with. I told him, he thinks my issue was just that I didn't receive my food and could not cancel the order. However, he has no idea the ripple effects a simple issue like this has. I had to go to the store in the middle of the night to collect the food, leaving my wife at home alone for the duration of my trip to and from the store, we normally have supper together every evening. It's our daily ritual which we never miss. We spend the time eating, chatting and catching up on the day's events, etc. That didn't happen because our food wasn't delivered on time and at all. This delivery issue caused my wife to get upset at me and now I have to deal with that. The beauty part of all of this is at the end when Shakir says it's sorted. He did not even give me an explanation as to why the driver did what he did. I'm normally not the type of person to request compensation but in this case that is exactly what I am requesting from Uber Eats. The Nandos store was clearly not at fault. So please Uber staff member that reads this post, please put yourself in my position and think long and hard what do you think it would take to compensate my wife and I for this unnecessary night of chaos you created for us. I look forward to your prompt response. Should you manage to come to an amicable solution which we are happy with, I will surely respond that it has been resolved to my expectations and will gladly remove the post.