Uber Eats refuses to refund me for an order that was not delivered.

On the 28th July 2024 I ordered hot wings on Uber Eats but my food was never delivered and now they are refusing to refund me.

The driver send a text message that he has arrived and 4 minutes later I responded to him that I cannot see him as I was waiting at reception where I said he will find me. He then sent another text saying I must check my address (which was the correct address I entered) then I responded with the address, he never responded and marked my order as "delivered" then I tried to reach out to him and he hung up the call. I attempted again to contact him and his phone was off.

Upon realizing that I couldn't reach him, I walked to chicken Licken (which was a kilometer away) to personally collect my food and told them about my complaint. They gave me a receipt and told me he took the order and never returned it to the store, then they gave me a receipt with his numbers on and told me to come back in the morning as they were closing. I went back to the store in the morning and they told me they cannot give me the food since he took the order and didn't return it. I was adviced to lay a complaint with Uber Eats so I can get my refund.

I reached out to Uber Eats and they said they can't refund me because their driver "couldn't reach me". I wrote several emails explaining that I responded to him within the stipulated time and couldn't reach him myself.

Their driver didn't cancel my order, didn't take it back to the store but marked it as delivered which is ***** and they are refusing to refund my money. I cannot pay and tip for none-service then get to be told that I won't be refunded.

Their drivers **** us knowing Uber Eats will be in their side.