Uber Eats Refuses to Refund My $26 Dropped Food Order

On September 9, around 9:00 p.m., I ordered two waffles and two sodas from Always Waffle in Bakırköy, Istanbul, through the Uber Eats app. The building security called to let me know the order had arrived, but no courier ever came to my door. After waiting for about 10 minutes, I called security back, and they told me the courier had dropped the items on the ground near the complex and was struggling on his phone trying to cancel the order.

Even though the courier never delivered the order to us, he marked it as "delivered" in the Uber Eats app. Since we never received the food, we opened a cancellation and refund request through the app and had to order another two waffles from the exact same restaurant. Despite all of this, our refund request was denied.

When we called the restaurant, they told us the dropped items were never returned to them, that this was a problem for their business too, and that they would file a complaint with Uber about the driver. Yet, even though Uber Eats should easily be able to see that the courier didn't deliver the items and dropped them on the street, they treated the order as successfully delivered and repeatedly rejected our refund requests.

I paid $26 for this order using my credit card. Even though we contacted Uber Eats and submitted a refund request about three times, we were rejected every single time, and now they aren't even answering our calls. Being denied a refund for food I never received or ate—especially when I found out from security that the courier dropped it on the ground—has caused me both financial loss and intense frustration. I even have the security camera footage proving exactly what happened.

I demand a full refund of the $26 I paid for this order that I never received or consumed, and I expect this situation to be resolved immediately.