Unsafe Service, Theft of Goods, and Refusal to Refund by Uber Eats

I am extremely dissatisfied with the service I received from Uber. On Tuesday evening, I placed an order through Uber Eats. Approximately three minutes before the estimated delivery time, I went to wait at my gate. I frequently make use of Uber’s services, as it has always been a convenient and safe option for me.

I waited at my gate for a long time for my order. I communicated with the delivery driver via the app, informing him that I could not see him. However, he continued to drive up and down my street like a maniac, without making any effort to check which gate I was at. When I contacted him, he insisted that I should wait outside my gate. I made it very clear to him that I would not do so, as it was late and dark, and I use Uber specifically to avoid having to go to the shop late at night or stand outside in the dark.

He repeatedly hung up on me during phone calls and continued to drive aggressively up and down the street. I could see him, so he should have been able to see me. He was very rude towards me, and after approximately 30 minutes of back and forth, he marked the order as “delivered” on the app and sped off. I even saw him drive past my gate again.

At that point, I felt unsafe because of the aggressive way he had spoken to me on the phone and the way he was driving, so I went back inside my house. I then realised he had driven off with my order. I did not receive my order, and even though I immediately reported the issue, I have still not received a refund.

I am a loyal Uber customer and have never experienced a problem like this before.

I have cancelled my membership and will not be using their services again. Even after I reported the issue, they refuse to refund me, claiming that the driver waited for me, even though I was at my gate the entire time. This feels like theft to me.