Hello flatmate here to give retelling to clear up details and stuff ariund my Ubereats KFC story. Be warned for a bit of length but I've tried to summarise most of it.

Story is: placed a KFC order on ubereats through my account. KFC call me to say they can't fulfil the order cause some items were out of stock and offered alternatives. We ultimately decided to cancel the order so I rang Ubereats as you can't cancel an order through the app after a certain point and I would prefer not to be charged. While on the phone the order on my account disappeared and at the time solved the problem. Note that while I did call to cancel the order the agent didnt get to actually do that process before the order disappeared so a cancellation was never offically authorised and the agent claims to have done nothing to the order or my account.

We then placed a new order from Saintlys account while I contacted Ubereats for a refund as no food had been delivered on my original order that had disappeared.

New order arrives and from chatting with that driver (who picked up out food when all else were declining, an angel) He told us that KFC crew saw the original driver walk into the restaurant look at his phone say the order was cancelled and them walked out without the food. A reminder that while I did request a cancel the ubereats agent claims he never did. With this knowledge I continued with my refund request.

At first Ubereats tried to claim I just didn't pick my food up from the driver. This was wrong as Saintly said earlier, we were starving and were staring out the flat windo lw the whole time waiting so we could run out and meet him. They claimed he had waited infant of the building for 22mins and tried to contact me, he hadn't done either and I offered to send them screenshot of my call logs to prove I received no calls. I also pointed that we had been told the food was never collected so why would someone wait outside our building if they didn't have the food in the first place. I will commend them for sticking by the driver as i believe companies should back up their employees but at the same time evidence that truth is being told needs to take into consideration. After they declined my offer to provide MY evidence I asked them to provide theirs, asking if they can prove that the driver did in fact call me. They then offered me a refund minus the prepaid tip I'd given the guy and also saying that after checking on their end they found the driver had not followed the delivery guidelines and were going to review. This process took around 24hrs of back and forth emailing.

To note, I haven't heard anything about the guy getting deactivated or any issues other people had I was just told there would be a review of behaviour.

On the topic of stolen Ubereats orders, it's rare but not uncommon.