Uber Eats complaint: My order never arrived, but I was charged

Complaint from Anazhens reported on 06 January 2024 about Uber Eats

New complaint
Complaint pending
Complaint resolved
Complaint closed

My complaint:

Dear Sir / Madam,
I am writing to you to raise an issue about: Uber Eats
The issue that I have experienced was: I made an order on 28/12/23 from Tyldesley McDonalds.
The delivery person did not deliver my order to the correct address, and also, left the items at the door. He made a photo of delivered items. (Please find attached photo).This is not my door.
I did not select this option, because I was at home, I received his call and messaged him back, provided my address. Although the Uber eat team decided that I am not eligible for a refund. I tried to contact the team again. They accepted my complaint (please find attached the customer team’s email)and decided to refund me £6.81, which I already received. But when I made an order it had cost about £13,2 , including delivery charge. Please find attached a screenshot of my order. It was not my fault that delivery person delivered my order to the wrong address. So, the whole amount £13, 2 is supposed to be refunded. The last email I have sent today and there is no respond to my ask for refund. The customer team suggested me to use Uber Eat app and ask for help, where there is only one answer: I am not eligible for a refund. Please find attached email from customer care team.
It occurred on: 2023-12-28
Uber Eat charged me for the order, which did not arrived to my address. I lost my time, while waiting an order and sending messages to the Uber Eat customer team. I am disappointed by Uber Eat service, because they not only delivered to a wrong address, they also confusing me with the cost of the order and amount of refunded money. It looks like this service is not reliable.
Could you make me a full refund, which is £13,2 please?
I look forward to your response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Snezhana Lobacheva

Suggested solution:

Make me full refund.

Uber Eats complaint My order never arrived, but I was charged
Uber Eats complaint My order never arrived, but I was charged
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