"Yesterday evening, as a treat for my husband and daughter who are recovering from Covid, I ordered online a meal from Pizza Express, Hastings. The meal, that comprised starters, mains, sides and dessert, cost £92.78. I received email confirmation of my order and a text message from Uber Direct as to when delivery to our home would be expected. At the expected time, I waited at my front door to collect the delivery. Then the text notification indicated a later time for delivery so I returned to my front door at that time. The driver did not arrive. Then I received a text from Uber indicating that the order had been cancelled, no reason given for this so called cancellation! Certainly, we had not cancelled our order. My husband drove down to Pizza Express, Hastings and spoke to the manager. The chef remembered the order as it was large, he said. The manager mentioned that she also had received from Uber the cancellation text message. She refused to refund our account for an order that we had not received. As it stands this morning our bank account has still not been credited with the cost of the order we did not receive and it looks like the Uber driver must have taken our order home for her own consumption, which would amount to theft! Of course, we are pursuing this with Pizza Express and their delivery agent, Uber, however, it is clear to us that after such a thoroughly disappointing experience we will never again visit Pizza Express for a meal nor order from them online; we have been customers of Pizza Express for decades and it was a favourite go to especially when we needed this, as when recovering from Covid! Our advice to readers of this review, do not trust the online order facility of Pizza Express especially as its Uber agents are disreputable."
