Uber Eats Refuses to Refund Me for Undelivered Food

I placed an order through Uber Eats (Order #[INSERT ORDER NUMBER]) which was never delivered. The driver failed to arrive at my address. I attempted to contact him several times via calls and messages — all were ignored. He later marked the order as delivered and uploaded a blurry, unidentifiable image that does not show any secure location or delivery confirmation.

I provided Uber with all relevant information, including security footage showing no delivery was made. Despite this, they continue to deny a refund and have stopped responding to my messages.

This is a clear violation of Section 19 of the Consumer Protection Act, which gives consumers the right to receive goods they have paid for, or to be refunded if those goods are not delivered. Uber has failed on both counts.

As a result, I have formally lodged a complaint with the National Consumer Commission (NCC) and will escalate to the Consumer Goods and Services Ombud if necessary.

I am demanding a full refund for an order that was never fulfilled.