UberEats Deceptive and Unprofessional!

On Saturday 18 May 2024 I has just returned from a two week work trip to the Western Cape and being exhausted from driving I decided to order a bunny chow through UberEats at 17h15, from The Curry Boss, Sandton.

I received a call from the owner of the restaurant, through a number associated with UberEats at 17h24, advising that the curry had run out and a fresh batch will be ready in 30 minutes. The owner asked me to cancel the order and reorder in 30 minutes.

I ended the call and cancelled the order but did not reorder as I was not prepared to wait.

I have been having endless issues trying to get a refund from UberEats; they maintain that the order was placed and cancelled so they cannot refund me. This despite being asked by the owner to cancel the order. I have an email from the owner attesting that he did inform UberEats and that I should expect a refund within 48 hours. The owner did state that I could alternatively choose the same order again.

My issue is with UberEats not giving me a chance to explain that I cancelled the order as per the owner of the restaurant and I should not be accountable to pay R170, which excludes the tip for the driver, when the order had not even started, because there was no curry to continue with the order!

UberEats still refuses to redund me! Why