WORST EXPERIENCE WITH UBEREATS! ******* MASKED WITH COMPANY POLICY

BUNCH OF F*CKING *****S THESE PEOPLE then blame it on company policy. I placed an order from Fisheria Promenade on 25 October around 5 pm, to have it delivered 7 pm. I left my delivery notes to state that the driver must call me upon delivery. Fast forward to delivery, delivery was first estimated 7 pm, then 7:20 pm, however, during this time, I had kids to look after and see to. Keep in mind, there's a loud background noise and movement because of my kids, and I'm not always able to hear any cars or delivery people. Hence, I always leave a note for the driver to call when he's outside. No calls were attempted during the delivery time. I double checked for any notification or call during that time, but no calls were received. I've been chatting to support for a refund, but these people keep copying and pasting the same message. Regardless of the driver policy, these people do not consider people's living circumstances that might contribute to missed deliveries. That's a whole R300 taken out of the kid's mouth, and these people have the audacity to tell you you're not eligible for a refund just based off what their system info says when half the time their systems are outdated or the drivers manipulated the system when they completed deliveries. I got in contact with Marco, the manager at Fisheria and he literally advised that he did not receive any returned parcels during my time of delivery, and that the driver sometimes keeps the missed delivery food parcels for them. NOW WHAT THE HELL. Can someone please help me take this matter further because I feel ******.