My complaint:
On 27/08/2025, I placed an order via Uber Eats from Pizza Hut while I was at Wembley. The initial estimated delivery time was 12 minutes. Shortly after placing the order, this was changed to 56 minutes, which is an unreasonable delay for a food delivery.
As a 32 weeks pregnant customer, I could not wait nearly an hour for food that was supposed to be delivered in 12 minutes. I cancelled the order ly, but Uber Eats refused to refund me, claiming that the restaurant had already started preparing the order. I do not accept this explanation, as the status “preparing” is set automatically and no food had actually been delivered.
Under the Consumer Rights Act 2015, services must be provided within a reasonable time. A sudden change from 12 minutes to 56 minutes is not reasonable, and as the service was not provided, I am entitled to a full refund.
Uber Eats customer support has repeatedly sent me copy-paste responses and closed my case without addressing the issue properly. This is unfair and unacceptable.
Suggested solution:
A full refund of the order amount.
A review of Uber Eats’ handling of complaints, as their current process fails to treat customers fairly.
