Uber Eats failed me as their customer and now won't give me a refund.

If there was a zero star button they would get it.

I am an Uber one member and have used this service many times, but nothing like this has happened before.

I placed an order as a gift for my partner. All of the relevant information was there, including a Geocoded address, his contact details, clear delivery instructions with images of the building. The delivery partners who collected the order claimed to be at the address but clearly was not as the prompt stated he was "arriving soon". He was persistent that he was there even after I communicated to him that he was at the wrong place. My partner even walked around the whole street looking for him (which was not safe as this was in pretoria CBD). The delivery partner then stated he would take the food back but that never happened. He took a picture of the food on the floor and then left, after I tried to plead with him numerous times that he was not at the right place. I'm not trying to be accusatory, but my gut tells me that he just wanted a free meal.

After contacting uber support they told me because he "waited 8 minutes" and "tried to get in contact" with me that I would not be eligible for a refund which is ridiculous as we went out of out way to find the guy who could not follow the clear instructions given to him. Absolutely heartbreaking.