Uber Eats - Food ***** - LIKHONA

So, it was on the 28th August 2024 at around 19:00 hours, we were at East London after long day at the E-learning Expo. I placed a full meal Nando's order worth R352.00 through Uber Eats. As usual a message pops up "your order is being prepared, your order is on it's way, almost there, almost there", I went out of the gate and waited by the driveway. It was windy and very cold, while still standing there a call from the app came through " hi there, a driver is trying to call you", I called back buck the driver wasn't picking up, i sent a message to the driver and he responded "I was there long time ago" During that time the App is saying "2 minutes away", I sent another message telling him that I've been waiting outside and nobody came. Soon thereafter the App read "delivery completed" I called the driver, I did not answer, I called the the store (Nando's Oxford Road), and they called the driver and still he did not answer. I drove to the store and made another purchase. And the store Manager informed me that the driver did take the order but did not answer when he was called and he never returned to the store. I complained through the Uber eats app, their response "You are not eligible for the refund because our driver followed our proces", they attached a photo of the parcel placed on the floor. That was their final response to me. At no point where the App read "your order has arrived" I paid R352.00 and also went to pay additional R310 for the 2nd order.