An Uber Eats customer who ordered a takeaway on New Year's Eve was left raging when it never showed up. Kyle Fairhurst believes the Manchester restaurant he ordered from was 'actually fake' and says more needs to be done to crack down on potential fake businesses.
The 18-year-old from Chorley told the Mirror that he was hugely disappointed when his £21 order never made it to his home.
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He added that nothing happened after he complained to the company and Uber Eats now say they are 'fully investigating' the claims.
Kyle ordered two vegetable samosas, jalapeno bites, a double crispy chicken burger, and a Fanta, after returning from a night out on New Year’s Eve at 5.30am. He ordered from a restaurant 18 miles from his home as it was just one of two eateries open at the time.
The telecoms engineer says he stayed up for an hour and a half waiting for its arrival before ultimately falling asleep at 7am.
“When I logged onto Uber Eats only two restaurants said they'd deliver to me. One was £9 delivery and the other said £1.95. So I put the order in and it was accepted. Happy days.
"I waited an hour and nothing arrived, nothing arrived in the next hour, at 7am I fell asleep. When I woke up Uber said it was delivered, but nothing was there."
Kyle told the Mirror although he “was really looking forward to this food," he was more so “disappointed” and “gutted” they didn't acknowledge what had happened.
Kyle, who lives with his mum, checked his Ring camera, to check and see if there had been any attempt at delivery, which there had not been.
After contacting Uber Eats customer support, who he claims said on multiple occasions that a refund was not possible, they allegedly cited a problem with his account status.
Kyle said this is "ridiculous" and claims he has only requested a refund once when his Subway arrived cold.
"I kept getting the same copy-and-paste message, back and forth. They're stealing my money. And now they've started ignoring me."
Kyle attempted to get a refund directly from the restaurant - until he discovered it was located miles from his home, in a different county.
"I thought no wonder they didn't deliver it. I wanted to call them and I searched the address on maps, and it came up as a scam. I couldn't believe it."
Reviews left by people on Google also say the takeaway listed at the address is a scam and there is no contact number listed, while information on Uber Eats says it is currently waiting for a food hygiene inspection.
After the Mirror approached Uber Eats, Kyle was immediately refunded.
"They need to listen to the customers more. People can say the food never arrived but I've asked for proof from the restaurant themselves and Uber ignored me on that. They've never asked me for that proof," Kyle added.
"There is a massive problem with fake restaurants on the platform so maybe if they have someone check, it would stop this from happening. I won't be using Uber again."
A spokesperson from Uber told the Mirror: "We are very sorry for Kyle's experience and we have provided a full refund. Uber Eats is committed to providing the best platform for consumers and restaurants alike and we are fully investigating Kyle's complaint".
A spokesperson for Manchester City Council said: "The Council is aware of this business and has received a food business registration. It has been allocated for a food hygiene and standards inspection which will be carried out as a priority."
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