Unacceptable Customer Support & Refusal to Refund Damaged Order – Uber Eats / Uber One

I am writing to express my absolute frustration with the abysmal customer service and unfair refusal to process a refund for a clearly damaged order from Uber Eats, despite being an Uber One paying subscriber.

The Incident Details: * Issue: The delivery driver handed over a crushed, severely damaged takeaway bag. * Item Damage: The Hotspot container inside had popped open and spilled its contents everywhere, ruining the food and making the Hotspot completely inedible. * Evidence Provided: I submitted photographic proof showing the delivery driver holding the visibly damaged, crushed bag upon arrival, as well as an internal photo of the opened, spilled, and ruined items inside the bag.

Customer Support Failure: Despite clear visual evidence showing both the driver handing over a crushed bag and the spilled food inside, Uber support representative (Komal) dismissed the claim, stating: "no significant damage or restaurant error impacted the quality of the food. Therefore this order can’t be refunded." It is completely unacceptable to expect a paying customer—and an Uber One member—to pay for spilled, inedible food delivered in a crushed bag. Standard automated responses and template dismissals without proper review of the photographic evidence are a slap in the face.

Desired Resolution: I require an immediate full refund for the ruined order and an escalation of this matter to management. Uber Eats needs to take accountability for driver transit damage instead of pushing the cost onto the customer.