******* that pocket customers' money for non-delivery of goods!

THROUGH UBER EATS: I’ve been a loyal customer of the Riverside Starbucks branch for many years, spending thousands of Rands over time. However, my recent experience has left me feeling completely disrespected and devalued.

On my last order worth over R500, I ordered multiple coffees and meals through the Uber Eats app, including a ciabatta with chicken and avocado Sandwich. Although the item was listed as available, I later received a call from an individual at the store informing me that it was in fact unavailable. What followed was a shocking display of poor customer service from not one, but two individuals who were both rude and unprofessional. They insisted quite forcefully, that I accept a substitute, despite my repeated and very clear refusal.

I explained multiple times that I did not want a replacement and simply wanted a refund or for them to cancel the item on their side. Instead of acknowledging my request, they continued to be dismissive and confrontational, eventually saying they would cancel the entire order. But, instead of cancelling, they processed the order anyway without the ciabatta I paid for.

I then contacted Uber Eats to request a refund, only to be told there was a "system issue" and that no refund could be processed, even after following up via their app and their website, an alternate resort.

To this day, I have still not received a refund for the item that was never delivered. And you cannot tell me that the money I paid was simply absorbed, or that the item I didn’t receive was magically wiped out of their stock count. The complete lack of follow-up or communication from either Starbucks or Uber Eats tells me one thing clearly: this is theft, plain and simple. Starbucks and Uber Eats have taken money for something they never provided and that makes them *******.

Let’s also not forget that Uber Eats has taken its own cut from the thousands of Rands I’ve spent over time. They’ve happily made money off my loyalty while failing to ensure basic accountability or customer protection.

This entire experience has been incredibly frustrating and disappointing, especially from brands I’ve supported for so long. It’s unacceptable, and I won’t stay silent about it.