A woman was in tears with only cornflakes to eat after Uber Eats failed to deliver her shopping.
Lucy Bowmore ordered £93 worth of shopping to be delivered from the Co-op on Copplehouse Lane in Fazakerley to her home in Kirkby on Thursday, June 1. The 46-year-old , who is a full-time carer for her wife Deborah, said getting shopping delivered is a lifeline for her as she can't drive.
However, Lucy was dismayed to discover only a fraction of her order had arrived, consisting of milk and cans of drink. Lucy said the delivery driver told her to contact the store directly as there was nothing he could do.
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Lucy told the ECHO: "I contacted the branch, they apologised and said 'we've got all of your shopping here, we're trying to reach the driver'. He made no effort to come back. He made no effort to get another driver out to help.
"The branch were really good they did what they could. They said because it is through Uber Eats they couldn't really do anything.
"I basically emptied my bank account to be able to do the shopping in the first place so I didn't have money to get a taxi."
Lucy said it was around £70-75 worth of shopping that didn't arrive including most of the food she had ordered. She tried to contact Uber Eats via their customer service line but couldn't get through as her order was no longer classed as active.
After contacting the company over Twitter and via their help centre, Lucy said she received a reply hours later. She said: "They decided it was going to be against their policies to issue a refund and that I wasn't entitled to one.
"I said I don't want a credit I just want the food to be delivered to me."
In a message seen by the ECHO, Lucy was told Uber Eats were "unable to offer a refund or adjustment for this order." The message added: "We understand that you are disappointed and want to let you know that we have processes in place to review this type of feedback."
Lucy was taken to the store to collect the rest of her shopping on Saturday thanks to the kindness of a neighbour. She now wants an apology from Uber Eats and a change to their policy not to refund or offer a credit for the order.
Lucy added: "What I want is an apology and redress. Obviously I've got the food I bought but it shouldn't have got to the level it has.
"When I couldn't get through to anyone I felt completely and utterly helpless. Having food delivered is a lifeline for us. My wife is in a wheelchair - I look after her.
"I was in tears having corn flakes for lunch and tea because we didn't have any food."
Uber Eats has been approached for comment.
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