Placed an order only to realise that the address was incorrect (20km away) when it sent the order to the store near my partner's house. Immediately tried to cancel within the app however cancelling is made almost impossible. So I called the store, explained the situation and cancelled with them directly. They did not start processing the order. When I asked them to cancel it with Uber Eats, they said I would need to do that within the app. Upon trying again, the only way I could see to cancel was to change the address, at which point that app told me I was too far away, and asked if I would like to cancel. Whilst it said I would be charged, there was no other option, so I cancelled, knowing I would need to raise this with customer service (to obtain a refund). Upon doing so, 4-5 times now, I'm given the same cookie-cutter terms and conditions response (aka no) that I took too long to cancel (with zero consideration for it firstly being almost impossible to figure out how to cancel, nor the fact I called and cancelled with the store). I also placed a new order at the correct store so they can see it was an honest mistake and they still made their money. I'd be ok to pay something for my stuff up (like you do for a no-show ubder ride e.g. $10), but not for an entire order that was never prepared and I never received.
Absolutely pathetic and bordering on theft
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