Uber Eats: Order Never Delivered, Yet Marked as Delivered – Refund Nightmare

Uber Eats – R420 order marked as delivered, refund issue

I ordered R420 worth of donuts as a gift for a client and clearly stated in the delivery instructions that it was a gift.

When the driver arrived, he asked the receptionist for me and required a PIN. This caused confusion because I was not at the company. The driver called me and also seemed confused, and then left without successfully handing over the order. Despite the order never being received, it was marked as delivered.

I have repeatedly tried to resolve this with Uber Eats customer care. I even offered to have the donuts re-delivered, but that was not accepted.

I was then directed to register with Mukuru and provide my banking details in order to receive my refund. I found this extremely concerning and was not prepared to provide my banking information to a third party in this way. Given the circumstances, I was concerned that this could potentially be a **** or an unsafe refund process.

I have told Uber Eats that I simply want the R420 refunded through Uber Eats/the original payment method, or the donuts re-delivered.

This has been an extremely disappointing first experience with Uber Eats. Not only was my order never delivered but it was marked as delivered, and I have subsequently had to spend considerable time trying to recover my money.

I would like this complaint escalated to someone who can actually resolve it, and I would like Uber Eats to explain why I was directed to Mukuru and provide a safe, legitimate way to receive my refund.