UberEats lets customers suffer due to employee mistakes

On Monday, 29 June, I placed an order for 3 smoothies and a wrap via UberEats. When the driver (Pedzisai) came to our offices with the delivery and I approached him, I saw that he had dropped one of the smoothies on the stairs, and the contents were completely spilled. I took the other 2 smoothies and the wrap and enquired as to what must happen now, as I have paid for a smoothie I did not receive. He said he will go back to the restaurant and get a new one and deliver it. He never came and when I called the restaurant 3 hours later, they said this must be handled through UberEats. I then logged a complaint via the UberEats app. Someone from UberEats rep**** on the app and stated that since I do not have a photo of the spilled smoothie, they cannot assist me in any way. When I went back to the scene of the spillage, the building's cleaning lady had already taken care of the mess.

I was unaware that I needed to take a photograph of the spilled smoothie, seeing as the driver admitted to spilling it and my colleagues also saw the spillage. I informed UberEats that I will testify under oath, and that there are also other witnesses who would do the same. UberEats again just sent me the same generic message stating they cannot do anything for me. I requested to be put into contact with their legal team, as I feel that this is extremely unfair toward the consumer. I was R60 out of pocket for a smoothie I never received and which was not spilled by me, but by an UberEats employee. When I make a mistake at work which affects a client, I need to make sure that the client does not suffer as a result of my mistake. UberEats, on the other hand, are more than happy to let their customers take the fall for UberEats employees' mistakes.

To date, UberEats has consistently refused to put me in contact with their legal team. I will not support them again, as they clearly do not care about their customers. Absolutely appalling service.