I had this issue with uber eats... worse still the place I'd ordered from had phoned me to tell me the item would be missing, do I want an alternative? I said no thinks, just take it off the bill please - they told me I can do that in the app... cool I thought, no worries.
So turns out I can't amend the order, no way of phoning them, they don't have a phone number it seems... the number they'd called me from goes back to uber, albeit a line they don't answer.
So order arrives with item missing as expected - I go onto the uber app and report missing item, select it from a list... job done - uber have been fine in the past so am sure they'll refund/update me in a day or two..
Few days go by and I'm left thinking - "oh wait that missing item, have they given me a refund yet?" - check the app... nothing... so I want to contact CS - of course uber don't have a phone number either... FFS! So I go to the order and press missing item again - this time instead of a list of missing items I'm able to enter a message - I enter a message explaining that I'm chasing up the missing item refund, detail that the shop knows about it, that they let me know etc.. and that I've not heard anything from uber.
I get a message back from CS - generic message - can't help you because missing item reported more than 48 hours after order..
FFS!
I reply explaining that the message they're replying to isn't my initial report by a follow up...
I get a generic message back telling me the same...
I can apparently e-mail them so I try that.. just get more generic messages from whichever copy and paste CS person is replying, none of them bother to look at the issue it seems - they get the ticket/issue presumably browse up and follow some flow chart and think "ah the initial message was >48 hours therefore paste this" etc.. move onto next ticket... very productive and unhelpful CS drones.
So now I've stopped using uber eats and have switched to deliveroo - amusingly I'm now getting e-mailed with offers from uber eats (perhaps I should just use the offers as that will maybe be a loss leader for them).
I'm still a bit miffed - just the principle of it, it's such a small amount but the basic principle is I paid for something the seller knows they didn't supply me... where is my money... just getting fobbed off isn't right. I'm not sure whether I'm going to try it or not but I am tempted, on principle, to get a UK head office address and write them a letter requiring a refund + costs for posting and taking the time to send the letter.
On a side note I've had a few deliveroo deliveries so far (good thing with them is you can order from say M&S or Coop etc.. and have it arrive in 20-30 mins...) one of the deliveries messed up and they refunded me instantly for the missing items upon flaggin it - another one the vendor flagged it already and so I got a note from them saying it will be deducted from invoice as it was withing X hours of the order, card not charged yet....
Only slightly shady thing with them is the refund is a credit to your account that expires in 3 months so if you're not going to be using them regularly you'd need to then e-mail for a refund.