I'm writing a short thread to outline a bizarre series of events in which, I believe @ubereats_uk owes a refund, but refuses to pay

Hopefully by writing this, somebody can help me out? It can help others in a similar situation? Or I can get a better response from Uber...

Last night @Hevrhi & I ordered some food for delivery. After receiving the delivery, we noticed that they had delivered COMPLETELY the wrong order*

We ran outside but was just too late to catch the delivery man.

*As in, the only matching items we received were the chips...!

We've had this before, so went through the in-app help to report this to @ubereats_uk, selecting that there was a problem with our order > the whole order was incorrect.

We've had it before. Past experiences have been frustrating, but understandable - afterall mistakes happen.

Bit of historical context is needed here.

We have, for a long time used @JustEatUK, but during the #covid19 lockdown, thought we'd retry @ubereats_uk

We've only ever order from them twice before, both of which unfortunately weren't great experiences...

Order 1: (way back in 2016!) @ubereats_uk had just launched, I ordered lunch to trial it out. It took 2.5 hours to arrive, from ~500m away..

I flagged this with Uber, only for them to say that as I'd received the order (took it off the deliver man) they couldn't do anything...

Order 2: (2 weeks ago) we ordered a set meal from a local Chinese. When it arrived it was missing part of the order.

I flagged this with Uber, while only expecting an apology or [at most] some small credit on the account. To my surprise they refunded 50% of the order charge!

Back to last nights order, following sending a photo of the order receipt to show it was completely wrong. The response that we got from @ubereats_uk in app support was the following...

Needless to say, I was a little dumbfounded...

I had paid £28.54 for food to be delivered, to not receive any of this, and for @ubereats_uk to say that I wasn't going to get my correct order, and that I wasn't going to get a refund...!?

I then tried to call @ubereats_uk to speak to a human so I could better understand the response (rather than an automated[?] in-app response).

However I was simply played a fairly generic message saying they were busier than usual, to use in-app help, and then it auto hung up..

Because of this, I was unable to get any further response from @ubereats_uk...

I frankly felt fairly hopeless. I had a bag of food that belonged to someone else, and all we could think was that there was someone else on the delivery run sat in exactly the same position...!?

I attempted to raise this again through the only method that I could - via in-app help.

Writing the following, trying to provide a little more context, but also to attempt to get a more detailed response from @ubereats_uk so we could better understand...

We waited, and received nothing back. Until about 40 minutes later we received the following by email.

Bizarrely this is citing:
1/ unauthorised use of payment cards?
2/ Abuse of appeasements/promotions
3/ or creating multiple accounts

... none of which I'd done ...

Resigned to the fact that this wasn't really going anywhere, I was fairly angry..

I was struggling to equate this to a 'real life' example: If you were in a restaurant & brought the wrong food, you'd likely either wait for the correct food or get some sort of a refund.

Right?

Instead, this felt the equivalent of that restaurant:

1/ refusing to bring you the correct food
2/ then strong-arming you into paying before you left, even though you didn't eat the food...

How is this even close to fair??

Upon thinking on it, it appears that @ubereats_uk was penalising us for being unlikely with our previous 2x experiences with them (none of which were our fault).

And the punishment was that there is some sort of crude '3 strikes and you're out' rule.

Which is where I'm now at... £28.54 down, not the right order, unable to get a refund for this

I'm concerned that others may be in a similar situation & also not know what they can do. What are my rights?

Can anyone on Twitter help what I can do? #asktwitter

Please share!