Business Profile

Transportation

Uber

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Important information

Customer Complaint:
BBB’s profile for Uber Technologies, was created September 2012. A review of complaints was completed in November 2024. For questions or concerns about your order, please visit help with an order and for questions about refunds, the BBB recommends users to review their Terms of Use (please see 7. Payments - Refunds).

Complaints

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

Customer Complaints Summary

14,782 total complaints in the last 3 years.
4,408 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/17/2025
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.
Unfortunately I have to send complaints through this platform because I cannot through their normal customer service as I am blocked from calling. I, while the postmate driver was shopping called them multiple times AND messaged them to make sure they had a correct substitution. They did not respond. Heres what I received. Also the guy who delivered my order was not the woman in the picture. She wasnt doing well so I assume it was her partner but there has to be regulations on accounts because it can cause a safety issue. The guy was kind but still.. I need to know who the shopper is and I need to get the correct items.
Business Response
Date: 04/18/2025
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: 04/18/2025

Complaint: 23220004

I am rejecting this response because:
Uber did not acknowledge that I received items I stated multiple times in the chat I did not want. I provided a photo and screenshots of the multiple attempts I made to make sure I got the correct items before they left the store. They did not acknowledge the issue I brought up, which is that I did not receive what I wanted and I did not approve the substitution.. in fact I made multiple efforts in writing and also attempted to call multiple times before they checked out and left the store.
This is the response I received in the app:
Hi M-,

My name is *****, and I am with the Priority Support team. I am following up on your Better Business Bureau escalation (Complaint ID *********.

We sincerely apologize for the inconvenience you experienced with your recent order.

Upon reviewing the details, we can confirm that the order was successfully delivered to you.

However, we truly value the feedback you've shared regarding the delivery experience.

Please know that your feedback has been carefully documented and shared with the appropriate team so that we can take the necessary steps to ensure situations like this are not repeated in the future.

We take such concerns seriously, and your input plays a vital role in helping us maintain and improve the quality of our service.

If theres anything else youd like to bring to our attention about this order or if you need further assistance, please dont hesitate to reach out to us here.

Were always here to listen and support you in any way we can.

Thank you once again for your patience and for allowing us the opportunity to address your concern.

Business Response
Date: 04/23/2025
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: 04/24/2025

Complaint: 23220004

I am rejecting this response because:
I appreciate the acknowledgment. I am also seeking the response from my complaint on March 12th totaling ***** where the sales from the store, which were also in the app were not acknowledged and I ultimately was charged for items I would not have purchased if the sales had not expired in the store so I was up charged at delivery.
Since the correspondence in app tends to mirror what I showed in the attached, I have a hard time getting responses from support. If I need to file a separate claim, please advise.

Thank you
Business Response
Date: 04/25/2025
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: 04/25/2025

Complaint: 23220004

I am rejecting this response because:
This doesnt answer my question.
I guess I will unfortunately have to follow up separately on that issue.

thank you for resolving this one.
Initial Complaint
Date:04/17/2025
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.
The date of the transaction is April 17, 2025 I used Uber eats to order from a ******************* After i I pressed my payment method and it went through and immediately the restaurant excepted order. I recognized. It was the wrong location and proceeded to cancel the order in which I was charged $$39.37. For an order that not only was never received, but I never was given an option to cancel. Upon me speaking with two reps, they told me the system would not let them refund me my money as it supposedly detected that I didnt cancel the order before the restaurant excepted the order. Upon my preliminary investigation from the original location that I end walking into place the order the other restaurant has the option to automatically except whatever comes through their system so you dont have an option to cancelbecause immediately when it comes through it accepts. That is deceptive practices and no reason why not even a second after I placed my order and noticed the mistake. ******************** have it on auto accept which doesnt even give consumers a chance to cancel the order any event something like this happens. They have refused to refund me and have blame their system in which Im sure the system should be able to show that the order was on auto except as soon as my payment went through.!! This is also an inconvenience. As now it is a pending transaction and will probably be pending for the next 3 to 5 business days
Business Response
Date: 04/18/2025
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:04/17/2025
Type:Billing 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 April 17, 2025, I took an Uber ride and was charged a $9.73 booking fee charge that I was not made aware of prior to booking and I would not have chosen Uber for a ride share had I known about it. I would like that $9.73 refunded. I consider this charge fraudulent and will also report it to my credit card company as such.
Business Response
Date: 04/18/2025
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: 04/18/2025

Complaint: 23219601

I am rejecting this response because:
A promised response is not a resolution. If there is a reasonable explanation for charging a variable booking fee that is not included in the quoted fare for a ride, this is the venue to provide that explanation.

Sincerely,

***** *****
Business Response
Date: 04/23/2025
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 *******************************.
Initial Complaint
Date:04/17/2025
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.
I placed an order on Postmates on 4/10/2025 at 4:56 PM. It was to the restaurant Speak Cheezy for 2 Pizzas and a Caesar Salad. The delivery person only gave me two pizzas and said that the restaurant didn't give her any Salad nor physical receipt. I filed for a refund on Postmates and they rejected the refund. I even included a picture of the order received which shows only the two pizzas with no salad, and they still didn't give my money back. I am requesting a refund of $19 plus tax ($20.95 total) for the Caesar Salad that was never delivered, I would really appreciate it. Thank you for your time.
Business Response
Date: 04/17/2025
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:04/17/2025
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.
I signed up for a promotion to receive $16.75 a hour from 11:00am-1:58pm plus tips. I never received my promotion pay and every time I contact uber they all give me different answers,put me on hold for a long period of time or just hang up. No one is allowing me to speak to a supervisor. I just want my pay that I worked for.
Business Response
Date: 04/17/2025
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:04/17/2025
Type:Delivery Issues
Status:
ResolvedMore 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 ordered food that arrived cold and soggy was inedible. I was refused a refund.
Business Response
Date: 04/17/2025
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: 04/18/2025
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
Date:04/17/2025
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.
Yesterday (April 16, 2025) I placed an order on UberEats for some food from Wawa for $19.91. The order was perfectly normal up until the delivery driver got to my house, they were there for a while and drove away without completing the delivery and like 10 minutes later I got a notification that the order was cancelled. I checked to make sure I was getting a refund but the app said I was ineligible for one. I talked to multiple different customer service agents and they were less than helpful. I was just getting robotic answers and no actual information or answers to my questions. They wouldnt tell me why it was ineligible or let me speak to a supervisor. They wouldnt just end the chat whenever I would insist on a refund. It was completely unacceptable and unprofessional. I expect a lot better customer service from a company as large as Uber. I just want a refund for the order I never received.
Business Response
Date: 04/17/2025
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:04/17/2025
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.
I order an uber today *********************** and the driver took me up the block to another hotel ************************** hotel attempted to resolve the issue wit the driver but he spoke absolutely no English at all I had to get another uber to make it to destination and uber only refunded me 1.92. I no longer want to be a user and I want a full refund. This occur on April 17th
Business Response
Date: 04/17/2025
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:04/17/2025
Type:Product Issues
Status:
ResolvedMore 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 3/28/25, my phone was stolen in ******, resulting in a slew of fraudulent Uber rides and charges to my credit card (all made from my stolen phone). I reported it to Uber and gave them the reference number for the police/fraud report. I regained access to my account and changed my email (to ************************** and password on a new phone (my current), and used it for two weeks in ***** and the **. Then I noticed on the evening of 4/15/25 that Uber restricted my account, so I filled out their online form, and the ensuing back-and-forth with Support resulted in Uber limiting me to browser access on my phone and banning my current phone and laptop. *** offered to resubmit reports, ID, trip details, and more to verify myself. Uber claims *** reached the highest escalation of support and must change my device, ignoring my evidence and punishing me, a theft victim. Since terminating that conversation, I have received communication from Uber Support in response to my ride on 4/9/25 that says Due to an error detected by our system in processing one or more of your requests, youll be unable to use the app until further notice, however I never submitted a Support request for this ride. I followed up with them inquiring, given that I hadnt submitted anything, and they replied with Weve reviewed your account and well be unable to assist with your request at this time. I am being stonewalled on multiple fronts after offering every avenue to verify myself. This is unfair and disruptive. I request Uber lift the device restriction, restore account access, and explain the restriction. I am not seeking any money from Uber. Attached: police/fraud reports, Uber receipts from ***** and London rides (made by me), CapitalOne statements with fraudulent Uber charges and the corresponding reimbursements, CapitalOne letter confirming the fraud investigation that resulted in the reimbursements, both conversations with Uber Support referred to in this complaint.
Business Response
Date: 04/17/2025
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: 04/20/2025

Complaint: 23218557

I am rejecting this response because:
Uber reached out to me and said that they've received my escalation, they were reviewing my concern, and they'd reach out to me. They then later reached out to me within the help portal with the following message: "Hi ******, Thank you for reaching out to us. We apologize for the inconvenience this may have caused. In a recent review of your account, we have identified an activity that does not comply with our Terms and Conditions. After careful consideration, weve determined that some of your Uber account features will remain restricted, and you wont be able to use your profile as normal until further notice. While we understand this news may be upsetting, our decision is final. Thank you for contacting Uber support." I also received a request from them to verify my information that I am yet to reply to, however I will soon. All three messages are attached.
Ubers response is unacceptable and gaslights me by upholding the restriction on my account *************************** without addressing my evidence. I provided a police report, fraud report, and redacted credit card statement proving fraudulent charges from a phone theft, clearly showing unauthorized activity wasnt my fault. I used my account legitimately for two weeks on an iPhone 14 Pro in ***** and ****** before Uber restricted it for irregular activities, limiting me to browser access. They now block both account access new account creation on my device (I have tried to make a new account), punishing me, a theft victim, without explanation - the "Terms and Conditions" violation statement does not constitute an explanation. Ubers final decision and demand to change devices ignore that I already replaced a stolen phone. Their refusal to specify the alleged violation or engage with my evidence is unfair and deceptive, violating consumer trust. Ubers dismissal of a theft victims evidence ***** their credibility and warrants BBB scrutiny. I respectfully demand escalation to an even more senior team for proper review, immediate lifting of all restrictions (account and device), and a detailed explanation of the alleged irregular activities.
Sincerely,
****** *********
Business Response
Date: 04/22/2025

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: 04/24/2025
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. After my initial BBB complaint, they offered me the chance to confirm a payment method and my ID, which I did, after which I received the attached message. I have successfully logged into my Uber account in my phone app and my laptop. I consider this situation resolved.

Sincerely,

****** *********
Initial Complaint
Date:04/17/2025
Type:Product Issues
Status:
ResolvedMore 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 am filing this complaint against Uber Eats due to their refusal to issue a refund for a missing item from my recent food delivery order, despite clear and documented evidence supporting my claim.On April 16, 2025, I placed an order from ********* through the Uber Eats platform. Upon receiving the delivery, I discovered that one key itema blueberry muffinwas missing. Included in the delivery bag was a handwritten note from the ********* location explicitly stating that the item was unavailable and advising me to contact Uber Eats for a refund.Following these instructions, I submitted a refund request through the Uber Eats app, detailing the situation and citing the physical note from the store. Initially, I received a generic rejection, stating the order was "not eligible for a refund" without any explanation. When I followed up and attached a photo of the note from *********, Uber Eats responded againthis time claiming they werent able to confirm that the item did not arrive and again denying the refund.Despite multiple attempts to engage with their support, Uber Eats has failed to properly review or acknowledge the clear, merchant-provided documentation. Their final message stated only: we can confirm that this order isnt eligible for a refund or price adjustment thank you for your understanding. This response shows no effort to resolve the issue fairly and entirely ignores the written confirmation from the merchant that the item was not included.I am requesting that Uber Eats issue a refund or appropriate price adjustment for the missing item. I also urge them to review their support and dispute resolution processes, as this experience has been frustrating and unfair to the customer.
Business Response
Date: 04/17/2025
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: 04/18/2025
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,

******** ***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Uber is NOT a BBB Accredited Business.