Uber eats refuses to assist me

Dear Uber Eats Support,

I am extremely disappointed with the handling of my recent order (Order #4A0FF) from Braai Spot Lenham on 25 August at 17:25. Despite paying R210.00, I never received my food, and my request for a refund was unfairly denied.

Here are the facts:

1. I ordered two Full Chicken Tikkas from Braai Spot Lenham, but the driver, Yamikani, arrived with a KFC order instead.

2. When I told him it was the wrong order, he admitted his mistake, took the KFC bag back with him, and told me he would return within five minutes with my correct order. He never came back.

3. During this exchange, the driver refused to let me take a picture of him and also refused to provide his name, even though his appearance did not match the profile picture shown in the Uber app. This behavior was unprofessional and made me feel unsafe.

4. There was a PIN verification system in place for this delivery. I never gave him the PIN, yet while I was asking him to show me where the Uber Support option was on his phone, he saw the PIN displayed on my screen and *****ulently entered it into his app. This wrongfully marked my order as “delivered” even though I never received it.

5. I submitted photographic evidence of the incorrect KFC order, but your support team still claimed they were “unable to confirm” the issue and therefore denied me a refund.

This is unacceptable. I paid for a meal that was never delivered, had my delivery PIN abused by a driver, and was subjected to suspicious and unprofessional conduct. The burden of this error has been placed entirely on me, the customer, despite me providing proof and acting in good faith.

I request the following actions immediately:

A full refund of R210 for the order that was never delivered.

A formal investigation into the driver for misconduct, refusal to identify himself, refusal to allow photos, and misuse of the delivery PIN.

A review of your delivery and verification processes, as they are clearly flawed if drivers can bypass security measures and customers can lose both their money and their food without recourse.

This entire experience has caused me financial loss and unnecessary stress. As I mentioned in my communication earlier, I am currently nine months pregnant, and this ordeal has added to an already difficult time.

If this issue is not resolved promptly, I will be forced to escalate the matter publicly on social media and with consumer protection authorities.

I trust Uber Eats will take responsibility for this situation and correct it without delay.