Uber Eats

Hi

On the 13th Oct 2023, I ordered mcdonalds through the UberEat app. After the arrival time constantly changed, my delivery driver cancelled my trip without any form of contact or without arriving at the set delivery location.

I messaged the driver on the number he should call upon arrival and I have attached a proof of this to this email. I tried to get a refund for my cancelled order and I was told I wasn't eligible for a refund. I then contacted uber support via the chat forum. I had conversations with 8 different staff and none of them were willing to help or hear me out. I just got told my order wasn't eligible for a refund. Out of the 8 people I had a chat with online, one of them disclosed to me that my account had been restricted due to the amount of refunds I have requested with my account.

As you can imagine this got me very confused as I have had only Four (4) refunds out of the Eightyeight (88) orders I have made during my time with Ubereat. The dates for my refunded items from UberEats are as follows.

1st Refund - 2020-10-28

2nd Refund - 2020-11-10

3rd Refund - 2023-01-15

4th Refund - [protected]

After none of my online chats with your team went in vain, I decided to call the support team, which turned out to be an even worse experience! Your team is full of liars and here is why I say this. I was told a supervisor would contact me within an hour on Friday the 13th but I didn't receive any call. I made another call complaining about my issue and asked to be directed to where I can make a formal complaint, the staff on the phone assured me that it wasn't necessary and that a supervisor should contact me via a phone call within 48 hours! That too didn't happen. Only for me to call back to realise my number had been blocked by your team. I am unable to make direct phone calls to your support team as my number has been blocked. I know this because after hiding my number to call your support team it went through and I was able to speak with someone called Sam.

This is very unprofessional and uncalled for, for your team to block a customer's line only because they can't be bothered to assist a customer. I was and very much still appalled by this behavior from your team as I wasn't rude or abusive towards staff over the phone and your records can prove this. I was told by Sam that there is another account connected to my UberEat with a different name and a different number. I asked her to elaborate by giving me the information and I was told it was confidential. Confidential? I explained to her it's my account and I passed all the security checks so I have the right to know who's using my account as it could be a fraud. Sam then agreed to give me the details of the additional account she is claiming to be on my UbearEat account. Sam suddenly said your systems are down and she is unable to access anything and will call me back as soon as she can. It's been over 5 days now and I have yet to hear back from her.

Sam said she was going to raise an appeal for my case, however I haven't heard from her or your team on this appeal.

This whole experience with your team has been very alarming as I can't believe as a company this is how you treat your customers. Within your policy it states that the delivery person has to get to the set delivery location and make contact with the customer after which they can leave if they don't get a hold of the customer. However this is the case where the delivery driver didn't arrive at the set location as I waited outside for 10 minutes. I wasted my time and my money and I wasn't able to get my order nor receive my money.

All members of staff I had a conversation with refused to tell or show me how to make a complaint.

I would like to file an official complaint for how I have been treated and an investigation into my issue especially about another account being linked to mine. As far as I am aware I am the only one using this account. I have attached evidence of my conversations on the chat help line and I believe phone calls with your teams are recorded so you will have access to them and verify my information.

Hope to hear from your team soon and my case is taken very seriously this time around.

Thank you

Inability to edit the order or delivery address after the order is placed, customer service unavailable to resolve a single issue, contacting the delivery person is worthless, some do not even speak English, how am I supposed to communicate with them? Truly ridiculous, I paid for nothing several times using Uber eats.

Invest in customer service and make sure your delivery personnel pay attention to the customer communication during the delivery! Speak and understand English please

You have to stop taking my money without permission.

My first order with uber eats was on the 24th of June 2022,

then on the 30th of August 2022 you took 2.32 on my account.

I went to contact my bank but they asked me to contact you as your phone cost me to call.

On Monday 9th October 2023 at 11;04, my son ordered food with his bank card but you took 9.27 from my bank.

I'm waiting for refund or I make money claim.

my adress is 4,tillotson close

sheffield, heeley

s8 9un

email , [protected]@yahoo.com

[protected]

siska

thanks

I placed an order through the app on Friday, October 6th, between 7 and 715 pm. Uber eats could not process the oder so Uber Eats canceled my oder. Uber Eats then charged me two cancelation fess of $36.21each. I called and was told that I should be getting it back as credits to the card that I used. I called Uber Eats back on Saturday, October 7th, at 9 am and was told by Uber Eats that the two, $36.21 chrlarges, was a cancelation fee saying I canceled the order when I didn't. Uber Eats charged me two cancelation fees. I WOULD LIKE MY $72. 42 BACK IN MY ACCOUNT ASAP. I am VERY DISAPPOINTED with how Uber Eats has handled this situation. Customer service rep was very rude. I WILL NOT be ordering ftom Uber Eats anymore.

Good afternoon, all.

I made an order on your UberEats today for Burger King at the Tygervalley shopping centre in cape town. The order was done just after 12:30pm and paid for by card. The total amount of the order came to 104.50 if I am not mistaken. The order was never delivered to my work address as per the request.

I got a receipt email to state that the order was delivered and to my shock the email had an address that i didnt put there for delivery. I would like to find out how is possible that the driver would leave the order with someone who does not have the 4-digit pin that you guys send after the order has been made and can I get a refund for the order that i never received.

Looking forward to your reponse.

I have ordered food from Uber eat on 1 aprils 2022 they have charged me £36.16 for it using PayPal method with I have proof for. Then all of the sudden they have charged me again on 16.08.2023 at 9:30 am for this order using my Apple Pay method charge me £36 this time They have refused to pay this back to me and I can’t resolve this please help. I have spoken to Uber and they are saying they did not charge me on the 1 April’s that they did all most year later! I have proof that they did charge me!

Used Uber Eats for more than a couple of years. Was even subscribed at moments in time. I placed an order and had the wrong order sent to my address. You would think this would be a simple request to resolve.. They make you do everything through the app, so I kindly reported the issue on there. They have you upload a picture to prove the request is legitimate which I did. They asked how I wanted my money back, I said credit is fine.

This is when I ran into multiple issues:

1. The refund did not match the price I was charged. Made this crystal clear on the chat system but they would not provide a phone number to call or resolution.

2. The first 2 chat attempts they closed the chat window on me unresolved, highly disrespectful, especially since this is a reasonable complaint. On 3rd attempt they blocked access to reporting the issue with no means to communicate the issue further. (1st Barrier)

3. Went online and found a call-in number, funny enough the chat team lied to me and said there was no direct call-in number. The lady on the phone said she could not help, and a specialist would be in touch via email. (2nd Barrier)

4. Email came in and basically said nothing we can do, no need to respond back. (3rd Barrier)

5. I'm pissed with the lack of support. So, I called back to ask for a manager, and they could not provide resolution or a way to speak with a manager, how convenient of them to be full of excuses. They said a manager would reach out in 48 hours. No call back. They made me call back again and request another manager. (4th Barrier)

6. All of a sudden, the delivery prices to place new orders goes from $3.99 to $19.99. - The manager said the stores said the delivery fee, if that was the case why would multiple stores increase their price at once? Could this also be retaliation from Uber Eats? (5th Barrier)

7. Manager finally calls me. At this point I no longer want to do business, so I said remove my uber cash and refund the order on my card. She removes the uber cash and says 3-5 business days my money will be refunded. (Thought this was the last time I would have a problem good thing I checked to see if they actually refunded my money.

8. 3-5 business days, no refund and no credit because they of course took that immediately. I call in again, and it's just constant neglect, confusion and excuses on their part. The lady even goes to mute me at one point because she doesn't want to listen to me. Terrible, terrible, terrible customer support. I work with a lot of companies and vendors; this one is by far the worst experience.

All in all, 3 weeks, 3 chats and 6 calls later I still have had no resolution. They simply lie over and over again, even though the issue is clearly outlined. Luckily for me I have a good relationship with my credit card company, and they will be dealing with these crooks.

My name is Jacqueline Carbonell the email on my Uber eats account is [protected]@gmail.com and my number is 646/296/2641, this complaint is in reference to an order placed through Uber Eats at Bazaar Foods on 9/7/23, I used a 40% promo code that was on my account and my total was $55.86, I scheduled delivery for the following day 9/8/23 10am-11am, I received my order with no issues, then later on in the day I was going to place another Uber Eats order only to have an "Alert" on my account stating I'm owing $31.43 and I'm unable to place any further orders until amount is paid, I immediately checked my account and the receipts and to my surprise there were 3 "adjusted" receipts all 3 receipts were in total amount of $87.93 and the initial receipt with the "$55.86" was erased/deleted, I called Uber Eats Support at 800/253/9377 and explained it was an error on their part as I used promo code 40% off, rep "jane" I spoke with claimed there was no promo, I sent a screenshot of my bank card with the pending amount of $55.86 and was told to provide screenshot of promo code, (I could not provide a screenshot of promo code as once code is used it deletes from the account) I spoke with 3 different reps and 2 managers who provided no help whatsoever! they kept stating that $87.93 was the correct amount as there was no promo, I sent all these reps the same screenshot with proof of the initial purchase amount, It seems they went into my account and literally deleted the initial transaction and replaced it with no promo code and are now asking me to update my payment and pay the $31.43

Uber Eats has not provided me any type of refund for two previous orders I have made. The first order had an ingredient that I could not eat and this was not disclosed in the restaurant’s menu details. The second order was completely messed up. Incorrect items, missing items etc. I have gone back and forth with Uber eats and they just provide the same 5 senseless responses and refuse to give me a refund. When I called they literally said the “system” will not allow a refund. Their customer service is horrible and the workers lie.

The site does not mention tipping when finalizing your order. I give cash to the driver and then all the sudden I receive a charge on my card for another tip. The site shows that you can edit the amount but the system shuts down and they ask you to try back later but after an hour the charges are finalized. There is no way of contacting the company directly to dispute. I have canceled my credit card and disputed the charges with them however this company should be shut down.

UberEat Customer "service" is farce. I'm travelling, I order food that never shows up; they are charging me for the food I never received. They claim the food was 'left' somewhere 'Safe'. I walked all around the entry way to the building, no food. When I contact their online support, they cut and paste a legal sentence; basically, equivalent of 'Oh well' and 'too bad'! How far down the block do I need to walk to find their 'safe' place that they claim they've left the food? What is their definition of a safe place anyways. Police station? Fire Department? Simply under a streetlight?

Ordered food, uber eats said est. driver would deliver was 6:30pm. I sat at the delivery location (which was very specific as I am disabled and require a specific location) at 6:25p and left at 6:40pm. At ~6:35pm my deliver was marked as "complete". I had not given the driver the code as the driver had not turned up. I rang the driver and he said he wasn't a delivery driver, so I took up it with support at 6:36pm. They asked me for more details and so I provided them at 6:46pm. They got back to me at 7:47pm saying the following:

"We reviewed your order again and can confirm that it isn’t eligible for a refund.

The delivery partner followed our policy and waited the required amount of time at the delivery address before marking the order as completed."

I messaged them back at 7:57pm stating that the driver never turned up.

At 10:08pm they replied, saying "However, as explained before, we can’t issue a refund beacuse the delivery partner tried to contact you and waited the required amount of time before completing the order in the app."

The driver did not try to contact me, and clearly the "waited the required amount of time" was them just eating our food, which is an issue that has happened twice before with this company.

At 6:30 pm on 8/20/23, I ordered food from Little Caesars at the Medford acre location in Medford, OR.

The Uber Eats app took my credit card information, but never sent any kind of a confirmation, and I when I looked back at the order the delivery address was listed as the Medford acre location.

I felt something was wrong and drove to the store, to find that someone had picked up my order minutes before I arrived. The order was listed as Chris V. and when we attempted to contact the driver, Alicia, by phone and text, my number was blocked.

Placed an order on 8/17 at 5:38pm, and when the order arrived, we were missing a cheesecake. I contacted UE and the stated they would get back to me as soon as they can. When they messaged me, they stated that my order is not eligible for a refund. I replied back multiple times asking why, and I got the same message back saying the same thing. I called the next morning and was told that I won't receive any more refunds ever, as I have had too many already. First of all, I have not asked for one in a very long time, and secondly, how is it my fault that restaurants are constantly messing orders up! Why is the customer penalized for missing or wrong orders? The restaurants should be taken off their app or make them responsible every time they mess up. UE and these restaurants are making money off of us customers by not giving refunds when they should be, especially for missing and wrong items! I will not be using UE again! Worst customer service ever.

I am emailing to complain regarding my Uber order yesterday.

My food never arrived and my requests for a refund have been refused.

So I ordered the food on the app @ 20.13, I had notification that the driver was on route, I messaged him my number for directions and the gate code. He should have delivered 20.35-20.45. He messaged me to say where are we, I checked on the app and he had gone to the wrong address over the road (the traveller site), I messaged him directions and asking him to call me, again giving him my contact number. My phone rang which I answered but it then cut off, so I tried to call the number back, the phone rang again and I answered it and again it just rang off. I called the driver 3 times but each time it went to voicemail, I left a message again for him to call me for directions and that he was at the wrong address.

I then received a message to say that he had waited at my address for 12 minutes and I was not eligible for a refund. I could clearly see on the tracking that he was not at my address.

I had to call the food outlet and ordered my food direct and my partner had to collect it. West Wickham Charcoal grill confirmed they had notified Uber that the food had not reached us and that we had had to collect it direct.

I have not received my food and I feel the service in this instance has fallen very short of the last experience we had of Uber in which our food was delivered quickly and without fuss. The driver had no problem locating us and was very helpful on the phone.

Please issue my refund for food that I ordered but that was not delivered due to the ineptness of the Uber driver which was shocking to say the least.

I attach screen shots of the phone calls received and made in evidence.

Caroline Foskett

[protected]

We ordered Pizzas from the Uber app from Merriwa Pizza. The pizzas were delivered by Maher upside down. All toppings were off the pizza and folded as per pictures attached. We went directly to Merriwa pizza shop who said we were to put in a complaint with Uber.

From Merriwa pizza receipt attached

8 August 2023 18:50

Cost was $91.89

We would like a refund please

On June 28th I placed an order on Uber eats for chipotle. The driver arrived and handed me the bag and I gave him the 4digit code to show delivery was made. When I get into my house, I realize that the bag is not my order. It has someone else’s name on the receipt. I am mediately reach out to the driver via the option on the app. He does not respond or answer. I do this four times. Then reach out to Customer Service where I am informed that my account has had a restriction placed on it, and that it is impossible for them to issue any type of a credit or refund. I make it very clear that an aesthetic has been made. So I asked to speak to a manager or a supervisor in charge. They tell me that someone will call me back. That was on June 28th. I submitted through the app photos of the receipt and the food. I haven’t heard anything back from that Avenue of communication either. I have had a few issues with previous orders like the food was prepared wrong or it was delivered grossly late or the product was damaged. I’ve only reported maybe 3 orders since 2018 and I’ve spent thousands with Uber and Uber eats. I’m appalled that they world treat me as such and not return my call or email as they promised they would. I’m still yet to hear any thing back or receive a refund or even an apology. This is not a good business practice in my opinion. I’m hoping that this website might be able to produce some kind of response from Uber eats and a resolution works be amazing. Thanks so much in advance for reading this and I look forward to hearing back from someone about this issue.

Hello,

I am very bored with your tactics and your failures!

Today, for not the first time, I had a food order cancelled when I was literally standing for the duration of the delivery time at the exact location (highlighted clearly on the map). However, after the driver arrived, no sooner had he arrived but took off again in a completely opposite direction. He then persisted with his driving around in all sorts of direction (all the while I was messaging him stating that I was waiting where the order was due to be delivered) until finally - while he was on the move - he took it upon himself to cancel the order.

At no point did this driver actuaIIy arrive at the correct location.

Therefore I AM NOT PAYING FOR THIS ORDER as there was no fauIt of mine and I wish for this charge to be taken off my account immediately as I need to use Uber Eats again in the coming wees due to the fact I am playing the lead role in the Cats musical in Taipei at present and have no other means of getting food to my place of work.

I also add, that there were approximately 20 other orders that were successfully delivered to the National Theatre in Taipei today by the rest of the cast so for my driver to appear to be the only one who couldn't seem to find it is really unacceptable.

In honesty, not only was it appalling that the order was cancelled but I had no food to get me through the second show of the day!

This is a response I gave to uber Eats support when they denied my refund it says mostly everything.

I will be escalating this. You refuse to give me a refund even though the management at info. Removed) said I should get one. Your company has been very unprofessional the four days I have been dealing with this situation. I also filed a dispute with my bank. That’s another story. I will most definitely file a complaint with the BBB as well and submit negative reviews across social media about your unethical practices. I’ve had three horrible orders over a week in half most recently today. I want my accounts deleted as I will never use your services again. You also give promos and make up the difference in delivery and other fees how unethical is this. You can’t keep track of how many refunds someone gets that shouldn’t have anything to do with it. I will also share my experience in more detail with the merchant on how you treated a customer. Needless, to say Uber is the worst and you are making a lot of money on your overpriced services. As I said I will escalate and pursue this until I get the resolution I deserve. You also were supposed to respond to me on multiple occasions and didn’t. Reputation is everything and you can be surprised what one negative review can do. Delete my accounts (info. Removed). It’s interesting that the order in question disappeared from my account. Sounds suspect yet again. Another thing you have no right to store credit card information without the consent of the customer but yet you do. It’s amazing you have all these supposed departments and not one followed through on my complaint for a refund. I hope you don’t instruct your employees to fabricate the truth. I’m just throughly disgusted with the actions and employees of your company. —End—

Also, the number listed for the corporate office is actually the customer service line. Why are they preventing anyone for contacting corporate?

On 22 June 2023 my daughter placed an order from McDonalds to be delivered to C Cell Call Centre in Florence Nzama Street in Durban City Centre. The delivery guy was not allowed to the building. Such was not reported to my daughter and the person who was supposed to receive didnt receive it either.. Thr order was made through this cell phone number [protected].