ComplaintsforUber

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 2nd I received two deliveries from Uber eats for groceries. I only ordered one. It is more than 12 hours after this happened and there is still no resolution and they are claiming it's my fault. I canceled an order and then made the correct order. They are saying I canceled an order and made two orders. I have no evidence of that and if they have evidence they have not shared it with me. But logically I would not do this because I don't need two of everything I bought. I can't afford two of everything I bought. In addition to that, they are from two different stores and they had the same delivery time. None of that makes any sense. Why would I do that? I simply need this money back on my form of payment from the one that came from ****** elcon Target. That is all I need. I'm happy to give back the items. I just don't have the ability to drive to the store. If I did I wouldn't be ordering delivery. I think their system was not working right and they will not admit it. In addition to this, I want to complain that their very unhelpful customer service was very hard to get in touch with in the first place. There is no phone number. I can't talk to anyone and they answer me when they feel like it. All of this is a very poor way to treat your customers.You'll see in the screenshot the cancellation is the third thing down. After that I made an order and what I think happened is my canceled order was delivered.

  Business response

  09/08/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I finally got a response to my complaint after about 15 hours. I believe. It was at least more than 12. At that point it was not possible to rescind this complaint, but I am satisfied outside of the time it took. I think you should have a phone number for customers to call and I think people should be able to get their issues handled relatively quickly. Take a look at Amazon for customer service. I had an issue with not getting my packages that they contracted out to the post office and they have handled it. I just had an issue with getting a damaged grocery product and they handled it. They always handle it. Thank you for responding to this though. I'm glad to know you did. I think that's important.
  
  Sincerely,
  
  ********* (****) ****

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grtc which is the bus system in ******** gives riders a late night voucher after bus hours shut down to take an Uber home I have been corresponding with Uber as well as grtc to correct the issue for a month and they have not and this has caused me to be stranded at work at 11pm to on am in the morning the voucher keeps saying this is unable to use at this location but it's with the *********** area so it should be able to work I have asked Uber to file a complaint or give me a supervisor which they have not done they need to repair the glitch in the system

  Customer response

  09/04/2024

  My name is ************************* here is some additional info on the Uber complaint last night I tried to use the voucher again I created awhile mother account under my legal middle name and last name and they were going to make it work then it asked me for id and didn't work again just wanted to updated you

  Sincerely 

  *************************;

  Business response

  09/05/2024

  Hi,

  Thank you for reaching out to Uber Support.

  Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.    

  Customer response

  09/05/2024

   
  Complaint: 22228871
  
  I am rejecting this response because: they have not taken the correct response I still cannot use the voucher Uber does refund me Everytime I have money on my account but what happens when I don't have any money then I'm stranded at work at one ******* in the morning? Not acceptable I e also asked to file a complete with Uber and speak to a supervisor and that hadn't happened either
  
  Sincerely,
  
  ************************* *****

  Business response

  09/06/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.

  Customer response

  09/06/2024

   
  Complaint: 22228871
  
  I am rejecting this response because:
  I have been communicating with you in the app and asked for a supervisor and to file a complaint you still have not fixed my voucher I have been sending screenshots of the issue for months you do refund the trip when I pay for it however it's supposed to be free why keep refunding it if you can just fix it now you are giving the same response over again all I need is the voucher fixed so that it works
  Sincerely,
  
  ************************* *****

• Initial Complaint

  09/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/1/2024 I placed an order using Uber Eats. I was given a PIN to present the driver when they arrived for delivery. This is a measure that Uber has presumably taken to help ensure delivery. Nonetheless, I never received my order. I attempted to contact the driver through the app with no success and my order was claimed as delivered. Upon notifying Uber through their app I was informed that my order was ineligible for a refund. This isn't the first time that I've experienced an issue like this but I've always been refunded in the past. Having reached the limits of correspondence with the phantoms in their app, I'm officially fed up. I've already uninstalled the app and deleted my account. All I want is the ***** that I was charged for an order that I never received which should be easily verified by their own system due to the fact that the driver never arrived or collected my PIN.

  Business response

  09/02/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Several reasons this ride was canceled on September 2, 2024;****** was not moving towards me at first ****** then asked me to cancel ****** discriminated against me by refusing my trip (unknown reason other than physical appearance?) I am owed $5.75 for the cancellation fee. Uber support through in-app support refuses ALL refund or credit claims regardless of any legitimate issue that is reported. This is against the law and against FTC and MA consumer protection laws.I will wait for my refund via this escalated channel and an amicable resolution to this simple issue. Thank you.

  Customer response

  09/05/2024

  Dear Uber Executive Leadership: The request now is to permanently DELETE my Uber and Uber Eats accounts. I am beyond tired of trying to resolve issues through Uber Support. Consistent with most complaints against Uber in BBB and other forums, it is evident that Uber lacks adequate support and does nothing to resolve or address the actual issues raised. This excessive outsourcing of teams and scripted irrelevant responses contributes to the poor experience as an Uber customer. You cannot count on ********************** when something goes wrong, and that experience is well documented online. The same cannot be said about other responsible companies like ******* and Lyft who consistently turn things around and make things right when something does go wrong. The huge contrast in support level and quality is noticeable of Uber vs others in the industry. You do not deserve mine or anyones business. You fail over and over again to make things right, showing no care or respect for customers that spend hard earned money on your platform. This feedback will fall on deaf ears but I know I have done all I need to do to warn others. Please delete my account permanently and please confirm that my account should NOT be subject to the 7 years clause that is set for drivers for tax purposes and such, but rather only to the 30 days in my case. Please note I do not have a driver account (it was apparently started or created by mistake but nothing has been submitted). I did not intend to create anything driver or delivery related or have ever used it or intent to use it. Please confirm once my account has been fully deleted. Thank you and I hope you do take this feedback into consideration. Sincerely, Christian

  Business response

  09/06/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await for their step of contacting my in-app with this escalation and permanent deletion of my accounts, as they instructed. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a $50 Uber cash gift card. I want to go use it they told me I would have to order something from the card on file first and then I'll be able to use the Uber cash. I ordered that very morning they still didn't subtracted from my Uber cash in my wallet so now I just have $50 sitting in my account that they will not let me use. They keep trying to make me pay from a debit or credit card when I have Uber cash in my wallet.

  Business response

  09/02/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at *************.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we ordered 129.25 dollars worth of food from Uber eats and our order never arrived. we have little kids to feed and we can't afford to not get a refund. they have refused for some reason. they're robbing us of our money. I can't believe this.

  Business response

  09/01/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting *************.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 31 around 5:30 PM there was a malfunction in my Uber Eats app as I was looking at how to cancel my order it immediately processed my cancellation and charged me $38 without any confirmation after I clicked help and requested to continue my order. I was told there was nothing they could do and that I would have to order again at full price and lose the $38 because of a app malfunction when I was only trying to learn if I could cancel without a charge not with the customer service I received as they were unwilling to help and I was very frustrated .

  Business response

  09/02/2024

  Hi,
  
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regard to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.

  Customer response

  09/03/2024

   
  Complaint: 22225228
  
  I am rejecting this response because: there was no issue for refund or acknowledgment of there system canceling my order and charging me a fee when I did want the order processed and I didnt want it cancelled in the first place. 
  
  Sincerely,
  
  *******************

  Business response

  09/04/2024

  Hi,Thank you for reaching out to Uber Support.Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/04/2024

   
  Complaint: 22225228
  
  I am rejecting this response because: I was connected again with Uber support blaming me for the cancellation and not acknowledging the system error and because of this offering no credit or refund. Then The support *** left the chat before I could finish my conversation and ended talking with me instead of letting me explain. Seems they did not want to help and would not listen to the issue I was facing instead said there part and closed the conversation on me. 
  
  Sincerely,
  
  *******************

  Business response

  09/05/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.

  Customer response

  09/05/2024

  I would like to accept their offer from Uber and take my complaint down 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered food from Uber Eats. Without sending my an order confirmation email, the app inserted an address that is not mine, has never been mine, and is in the next city over into my order. I didnt notice because there was no email confirming it. I contacted my driver three times to tell him the address was wrong once I noticed and he declined my calls. When he arrived and looked at my messages, he told me that basically hes only the driver and its not his problem so he left my food wherever he was and took a photo of it sitting wherever he left it and closed my order. I never received any of the food. I contacted customer service 3 times and each time they told me a scripted response of there not being anything to do on their end, despite stating this food was never received and the driver knew it wasnt received and was frankly very rude about it.

  Business response

  09/01/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a member of UberOne for a few years now and I cannot believe how horrible customer service is for **********************. And the fact that there is no phone number and no possible way to speak to a human is so obnoxious and is such gross behavior by this corporation worth over $150 billion. On Jul 01 at 7:26 PM a driver dropped off my order at the wrong house. When I contacted her she told me I changed the address, which I did not, and I politely showed her the address thats been auto saved in my account for almost two years.Another time I ordered ice cream and the driver appeared to be heading to me. He must have picked up many other orders bc both items were completely melted. I contacted ubereats chat immediately, as soon I opened the bag. The chat person on the other side promised I would receive a small credit of $6. Order was received Aug 10 at 8:51 PM. The next day I took advantage of a grocery promotion and placed an order that arrived Aug 11 at 11:45 AM. I cannot even tell you the amount of errors in my order. Once again, I contacted immediately through the Ubereats app and was told, after finally getting someone thats not a bot, I would get a small credit for that order as well. Since then I have not placed an order for obvious reasons. I logged in yesterday and no credit was in my account. Every bot or ********* or ******* were VERY clearly not understanding and kept copy and pasting the same message that I didnt contact them within 48 hours. Not only are they LIARS, but this is fraud as well. This isnt about the small credits owed, the how dare they treat customers this way. I have cancelled my membership effective immediately.

  Business response

  09/01/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  09/03/2024

   
  Complaint: 22224035
  
  I am rejecting this response because: this is the response from the business:

  "Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com."
  
  Sincerely,
  
  *****************************

  Business response

  09/04/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.

  Customer response

  09/05/2024

  Uber Eats is disgusting, and they don't even apologize. I'm done wasting my time with them, and I don't accept their message about something in my already deleted Uber Eats account. I am no longer willing to communicate with idiots and a company that could care less about the truth and that goes against everything that customer success is. If I choose to accept whatever they said they did, I want this whole message accompanying it that I am in no way satisfied, but I'm done wasting my time with them (they really do hope you give up). They are a horrible business, and everyone should know.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order was no delivered to my address and after many back and forth messages with support, so resolution was offered and Uber just kept my money, despite not fulfilling the promised service.

  Business response

  08/31/2024

  Hi,
  Thank you for reaching out to Uber Support.
  Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
  Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩