Uber Eats review: Never delivered

I am emailing to complain regarding my Uber order yesterday.

My food never arrived and my requests for a refund have been refused.

So I ordered the food on the app @ 20.13, I had notification that the driver was on route, I messaged him my number for directions and the gate code. He should have delivered 20.35-20.45. He messaged me to say where are we, I checked on the app and he had gone to the wrong address over the road (the traveller site), I messaged him directions and asking him to call me, again giving him my contact number. My phone rang which I answered but it then cut off, so I tried to call the number back, the phone rang again and I answered it and again it just rang off. I called the driver 3 times but each time it went to voicemail, I left a message again for him to call me for directions and that he was at the wrong address.

I then received a message to say that he had waited at my address for 12 minutes and I was not eligible for a refund. I could clearly see on the tracking that he was not at my address.

I had to call the food outlet and ordered my food direct and my partner had to collect it. West Wickham Charcoal grill confirmed they had notified Uber that the food had not reached us and that we had had to collect it direct.

I have not received my food and I feel the service in this instance has fallen very short of the last experience we had of Uber in which our food was delivered quickly and without fuss. The driver had no problem locating us and was very helpful on the phone.

Please issue my refund for food that I ordered but that was not delivered due to the ineptness of the Uber driver which was shocking to say the least.

I attach screen shots of the phone calls received and made in evidence.

Caroline Foskett

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