Complaints

This profile includes complaints for Uber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Uber

  1725 3rd St San Francisco, CA 94158

• 

  Uber Canada Inc

  204 698 Seymour St Vancouver, BC V6B 3K6

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  Uber Canada Inc

  5300 - 66 Wellington St W Toronto, ON M5K 1E6

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a Target order through Uber Eats on April 30, 2025. One item (Reeses Peanut Butter Pretzels) was missing. I provided Uber with a copy of the Target receipt, which shows the item was never purchased or delivered. Despite this, Uber Support has refused to issue a refund, stating that its not eligible. Ive made several attempts to get help, but my concerns have been dismissed. Im asking for a refund for the missing item and for my complaint to be formally reviewed.

  Business Response

  Date: 04/30/2025

  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 *******************************

  Customer Answer

  Date: 05/01/2025

  While I appreciate that Uber finally issued a refund after I escalated this complaint, I do not consider the matter fully resolved.

  
  

  This refund only came after hours of effort on my part, including gathering documentation and filing complaintsall for a missing $8 item that I had clear proof was never purchased or delivered. Uber repeatedly denied my claim and offered no way to escalate the issue until I contacted the BBB. That is unacceptable.

  
  

  Additionally, Uber continues to blame the merchant despite evidence that the item was never even purchased, as shown on the receipt. This is a failure of Ubers own order and fulfillment processnot the merchants. I also had to accept a refund in Uber Cash rather than my original payment method, which I believe is unfair, especially given the time and stress involved.

  
  

  This experience raises concerns about how many other customers may be denied rightful refunds over small amounts simply because they cant or dont escalate complaints this far.

  
  

  I hope Uber reexamines how they handle refund requests and provides a more fair and accessible escalation process going forward.

  
  

  Business Response

  Date: 05/03/2025

  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

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I appreciate the opportunity to provide feedback on my recent experience. My complaint is one on business ethics. On 5 April, 2025, I placed an order (*****) to Santis in the amount of $90.61. The queso did not arrive with the meal which is OK because accidents do happen. Knowing how terrible the customer service is as **********************, I immediately let them know to get reimbursement. 36 hours later they responded to me asking for a picture of the missing item which I couldn't provide since there was nothing to take a picture of. They declined my reimbursement with no explanation - I asked for a picture of the delivered bag since it was wet and I imagine the queso fell out which would explain the missing item. All that to say it is hard for me to imagine a company where their business model is one that disregards what their customers say and effectively call them liars. This experience has affected my trust in the company and its practices. The level of effort I put forth based on my own principles is one I wont forget leading to disappointment when all I wanted was resolution. I would think whatever board governs their business practices should launch an immediate audit of their business practices. I offered suggestions, followed up, provided them as much detail as possible but it was talking to a brick wall - shouldn't be hard to give a non automated response. Its almost as if their **** are taught to say no to everything without doing their own due diligence. I look forward to a positive resolution.

  Business Response

  Date: 04/30/2025

  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

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, April 29, 2025, we placed a group lunch order through the Uber Eats application for delivery to our office. The application indicated that the order was completed around 12:40 PM CDT. However, the delivery never arrived at our office as instructed on the order.The Uber Eats application did not provide a photo confirmation of the delivery. We immediately checked with our office reception, who confirmed that no Uber Eats delivery, particularly one involving a large bag consistent with a group order.The Uber Eats offers no direct option to contact the delivery driver or a customer service hotline for immediate assistance with a missing order.I submitted a support request through the Uber Eats app at approximately 1:00 PM CDT on April 29, 2025, to report the non-delivery and request a full refund for the order. As of the time of filing this complaint (approximately 24 hours later), I have received no response or update from Uber Eats support regarding my request.This lack of delivery and the subsequent failure of Uber Eats support to respond in a timely manner is unacceptable. We believe the delivery driver did not complete the delivery.Desired Outcome:I am requesting a full refund for the undelivered order. Additionally, I request that the Better Business Bureau assist in prompting Uber Eats to conduct a thorough investigation into this specific delivery to understand why it was marked as complete but never arrived. I also expect a response from Uber Eats explaining the situation and addressing the lack of communication from their support team.

  Business Response

  Date: 04/30/2025

  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 *******************************

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23268646
  
  I am rejecting this response because:
  I really appreciate your time and effort reviewing my order and addressing the order issue. 

  Yes, the meal cost itself was refunded, as shown in the adjusted receipt. Just one last thing: It seems that the tip ($20) was still charged. Can you please also refund the tip since the driver never delivered it? 
  

  Again, thank you so much for your assistance on this case! 

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 05/06/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won a $50 Uber Eats voucher from my employer. I activated the voucher and added it to my account to place an order on 4/28/25. When I went to checkout, it locked me out of my account. I sent an email and screenshot to customer support and received a message saying they unlocked my account on 4/29/25. This was false, I was never able to login and my account always remained locked. I followed up to let them know and received a message saying that my account has been deactivated for violating the terms of agreement. This is really odd considering we don't use Uber Eats and this would be the first order we've placed. The only reason we even considered trying Uber Eats was because we have this voucher. Other than that, we have not used Uber Eats so we're not sure what we violated. We asked about how we violated any rules and didn't hear a response. We asked about our voucher (which is now expired) and received no response. They clearly stole our $50 voucher and deactivated our account because they don't want us spending it. We want our account fixed and a $50 voucher reissued since we were never able to use the initial voucher due to Uber locking us out for no reason.

  Business Response

  Date: 04/30/2025

  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 *******************************. 
  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23268393
  
  I am rejecting this response because: my account was reactivated however my $50 voucher is not reflected on my account anywhere.  Uber Eats deactivated my account long enough for my voucher to expire.  We were unable to use our voucher due to our account being locked and we want this amount reimbursed to us.  This was the whole point in use trying Uber Eats for the first time.  Uber Eats basically stole our voucher and we brought this to their attention many times when our account was locked.  They were unresponsive but this whole situation was avoidable and completely unprofessional.  We've never even ordered anything from Uber Eats so there's no reason why this should've happened.  And, once we reached out, the situation should've been resolved in a timely manner.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/07/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a request for a Uber ride on 4-23-25 from ********,** to ********,** the driver of the ************ rava4 nearly caused 2 accidents,was speeding,could not maintain the line swerveing,nearly drove into a ditch..I texted 911 for help with this driver he was completely reckless. I did file a complaint with Uber and they told me they would investigate this incident. I (******* ********) have been in contact with Uber for well over a week and I requested a full refund in the amount of $41.98 which I feel is a reasonable request. They instead gave me a $7.00 Uber credit which is not acceptable in my eyes. All I requested was a full refund of $41.98 which Uber refuses to refund me. It has now come to this that I filed a complaint with the bbb. All I am requesting is a full refund of $41.98

  Business Response

  Date: 04/30/2025

  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

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Uber Legal Team,Please find attached a formal complaint regarding a significant incident on March ***************************************** Ubers customer support system. This matter has resulted in substantial financial loss and inconvenience due to the delayed resolution caused by systemic gaps in your support process.I am formally requesting compensation for the costs incurred and a review of Ubers procedures related to account access and urgent lost item recovery.Please review the attached letter detailing the incident, timeline, and request. I am prepared to provide supporting documentation (flight receipts, support transcripts, etc.) upon request.I appreciate your prompt attention to this matter. Please confirm receipt and provide information on the next steps.Sincerely,****** **** Email: ************************* Phone: ************

  Business Response

  Date: 04/30/2025

  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 *******************************. 
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23268128
  

  Thank you for the response, but unfortunately, the core issue remains unaddressed, and I am rejecting this response.

  To clarify: my complaint is not about the lost item itself or the independent status of Uber drivers. The real concern is Ubers failure to provide timely and effective support after I lost access to my account despite following their backup procedures as instructed.
  Due to this breakdown in support:
  I was unable to recover my phone before an international flight, despite having an 18-hour window.
  I was passed between dozens. of different agents, none of whom took ownership or escalated the issue appropriately.
  Uber only contacted the driver two days later, forcing me to rebook international travel and return to the country at my own expense to retrieve the device.
  The financial loss and disruption I suffered were entirely avoidable, had Ubers support systems functioned properly. I am requesting compensation not from the driver, but from Uber for the operational and systemic failures that led to this outcome.
  I am again requesting:
  Reimbursement of the travel expenses I incurred as a direct result of Ubers delayed support.
  A formal acknowledgment of the breakdown in Ubers customer service process.
  Confirmation that Uber is reviewing and improving its lost item and account recovery procedures, especially for riders locked out of their devices.
  I am happy to provide documentation to support these points. I respectfully ask that this matter be escalated to a team empowered to address failures in customer service operations not just item recovery logistics.
  Sincerely,
  ****** ****
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/03/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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 *******************************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23268128
  
  I am rejecting this response because while Uber acknowledged that the level of customer service I received fell short of **********************'s standards, the consequences of this failure were not theoretical- I experienced a real loss as a direct result of the delays and breakdown in support. Given their own admission that the service provided was inadequate, I believe  it is both fair and reasonable to expect appropriate compensation for what I lost due to the shortcomings of Uber's current system. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/06/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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 *******************************

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23268128
  
  I am rejecting this response because the in-app support has failed to respond to my request for over 3 business days now. 
  

  As a result, I am writing to make a final formal demand for compensation in the amount of $700 for out-of-pocket travel expenses I incurred as a direct result of severe delays and failure in Ubers customer support process.
  While the lost phone was ultimately recovered, I was forced to take on additional costs while attempting to resolve the issue including travel specifically undertaken to retrieve the item due to the lack of timely support. Your representative has already acknowledged that the level of service provided fell short of Ubers standards and highlighted deficiencies in your handling of time-sensitive cases like mine.
  Despite this acknowledgment, I have received no compensation, and your support team has stopped responding.
  If I do not receive a resolution and reimbursement within 10 business days from the date of this letter, I will proceed to file a small claims lawsuit against Uber ****************** for the full amount, along with court costs and other recoverable fees.
  This letter serves as my final attempt to resolve the matter informally.
  Sincerely,

  ****** ****

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Uber account was deactivated with no explanation. Its been like this for 2 yrs now and Ive tried multiple times to reach out and nothing is ever done. Ive been in situations where Im stranded overseas because there are no taxis only Ubers. Its been extremely unsafe for me to travel with no guarantee of getting to and from my destination. I just need help reactivating my account. Its been too long and i have lots of work to do overseas and cant afford to be stranded. Its just not safe. I hold Uber completely responsible. If i cant get a car overseas because customer service does not work for the customer they should be penalized.

  Business Response

  Date: 04/30/2025

  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

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday I was offered a $25 promo code on $30 or more of food. I ordered over $30;and was given the total $40.21. The discount was applied and my total was $15.21. Today I get messages from ubereats to use my $25 discount. I was confused because I already used it. When I checked, they charged me the full amount. So I chatted with support and they said the promo was deactivated. I ask how do they do that AFTER I checked out with the discounted amount. They can't mislead me to think I'm paying less than charge more. And on top of that still show me the offer is available because you are baiting customers with fraud. And they ended the chat with me twice with no answer. So I called and the agent had no answer for my question either. That should be illegal because someone can overdraft thinking they are paying a discounted amount. I want my $25 back. It's the only reason I ordered from that app that overcharged everything. Attached you can see the promo still showing in my account. Why??? If they are deactivated!!

  Business Response

  Date: 04/30/2025

  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

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter serves as a formal complaint and a demand for a full refund regarding a deeply concerning order I placed through your platform on April 29, 2025 at approximately 2:36pm. The order was from Filibertos Mexican Food with no order number. Upon receiving my order, I discovered that the ********** contained guacamole, an ingredient that is not-listed as a standard component of this sandwich on the restaurant's menu as displayed within the Uber Eats application. Furthermore, I have a severe allergy to guacamole, a fact that should have been taken with the utmost seriousness, especially given Uber Eats' explicit commitment to food safety and allergy considerations as stated in your own Community ************* your Community Guidelines clearly outline: "restaurants must follow all food safety regulations and best practices when handling orders. This includes respecting any food allergies, intolerances, or other dietary restrictions you may have." In this instance, Filibertos , facilitated by Uber Eats, demonstrably failed to adhere to this fundamental guideline.I have photographic evidence, which was previously submitted to your customer support team, clearly showing the presence of guacamole on the sandwiches. These photos directly contradict the standard ingredients of the Fish Torta and serve as irrefutable proof that my order was prepared incorrectly and in a manner that directly jeopardized my health and safety. I also have screenshots of order notes or any other supporting evidence of negligence.

  Business Response

  Date: 04/30/2025

  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

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've ordered from UberEats three times, the first time was Apr 02 and I got what I ordered, the second time was Apr 29 I received someone else's order mine never came. The third time, I didn't receive anything at all. I contacted support, sent them photos of the wrong delivery, and told them my order never arrived. They asked me for proof that it didn't come which is ridiculous. How can I prove something I never got? They should be proving that it did arrive.Customer service was unhelpful and dismissive. Terrible experience ********** sharing this to warn others: be very careful using UberEats. You might pay and end up with nothing.

  Business Response

  Date: 04/30/2025

  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 *******************************. 
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23267964
  
  I am rejecting this response because:

  Order that never arrived: I have not received a refund for the order which was never delivered. I require proof of delivery for this order.
  Incorrect order received: For the order I received the wrong item and still have the incorrect order in my possession. Your records indicate that the correct items were delivered, and I request proof of this delivery.
  I expect a resolution to both of these issues, including a full refund for the non-delivered order and the correct items for the order I received incorrectly, or a refund for that as well.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/02/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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 *******************************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23267964
  
  I am rejecting this response because. The company has failed to provide any verifiable proof that my order was delivered to my address. Furthermore, they have also failed to provide any proof or explanation regarding the incorrect item I received. As a result of their errors and lack of proof, I am now requesting a full refund for my order.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/06/2025

  Hi,
  Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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 *******************************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23267964
  
  I am rejecting this response because: Uber Eats has STILL not provided any proof that my first order was delivered and that I received my second order. Furthermore, they have not issued a refund or offered an apology for this poor service.
  
  Sincerely,
  
  ***** ********