Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 19, 2024, I placed an order through Uber Eats from Bareburger, which included a burger, a side of fries, and honey Brussels sprouts. Upon receiving my order, I noticed that the fries were missing. I immediately reported the issue through the Uber Eats app on the same day, requesting a partial refund for the missing item. Despite providing photographic evidence, my refund request was denied twice. I did not receive the full order I paid for, yet my refund request was not honored. I am seeking a resolution for this matter, as I believe I am entitled to a refund for the missing fries.

  Business response

  01/29/2025

  
  
  
  
  
  
  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 response

  01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because I have contacted you guys through the app multiple. I never get connected to a real person. I have proof that a refund is needed for an item I didn’t receive. 
  
  Sincerely,
  
  Kierra S********

  Business response

  01/30/2025

  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 response

  01/30/2025

  
  Complaint:

   I am rejecting this response because I have not received the items that I paid for. Customer service is not helpful. I’m asking for a refund. 
  
  Sincerely,
  
  Kierra S********

  Business response

  02/01/2025

  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 response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I didn’t receive an order. I need my refund please thank you. Already submitted the evidence. COntact the uber diver. You have no reason to not give a refund
  
  Sincerely,
  
  Kierra S********

• Initial Complaint

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an uber eats order on 1/28/25 for the Restraunt **** **** *****. The order was placed at 9:55pm and given a delivery time by 10:20pm as this location is 8 minutes away from me and all items are quick items. The driver didn't even head to the store to pick up the food for over 15 minutes of him just sitting in one area. He wouldn't respond to messages or phone calls. so i called the store to make sure condiments were in the bag. They told me they would put hot sauce and ketchup in the bag. I asked them to make sure the bag was sealed, and they informed me it would be in a sealed paper bag that would be stapled shut. The driver after picking up the order late, went in circles for 15 minutes, and upon arrival handed me a plastic bag that was tied up. When i got inside and opened the bag it only contained 2 2 ways- (ie missing the cheese for a 3-way) and crackers. no condiments, no fries, no habanero cheese (which i paid extra for) I called the store and they confirmed that when they handed the order to the delivery driver, that it had all items and was in a brown paper bag stapled shut with the receipt on it. Photo of the bag with contents will be attached. uber refuses to hold the driver accountable and issue a partial refund/credit for the missing items. My next step is filing a health department claim for food tampering. and if uber refuses to make this right, my next step is to reach out to an Attorney.

  Business response

  01/29/2025

  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 response

  01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Your support is outsourced overseas and they don’t comprehend any situation. I have since filed a health department complaint. The photos and statement from the restaurant have been given to them as well. Please process my refund so this situation can be over. I do not plan on using you app for food delivery ever again in the future 
  Sincerely,
  
  Edward S****

  Business response

  01/30/2025

  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 response

  01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They sent the same exact message. I will now let them know I have filed a health department complaint, a dispute with my bank account since they don’t wanna to help a paying customer
  Sincerely,
  
  Edward S****

  Business response

  02/03/2025

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

  Customer response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Their delivery driver tampered with the food they have said on multiple occasions they will not refund the money that was paid for the tampered food so I have five out of health department claim. I’ve also contacted **** ******, governor of Ohio and **** ******* governor of Kentucky I have sent them screenshots of UBER chat as well as the recorded phone calls with UBER support. I have reached out to the Consumer protection agency as well to let them know that you have drivers to tampering with food. Your customers are providing proof that the food was tampered with, and you’re still failing to get them the proper food or refund the money as well as as I have launched a dispute with my bank and have uploaded all proof as well. You don’t get to take my money allow somebody to tamper with my food and then act like nothing happened.
  Sincerely,
  
  Edward S****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/25/2025, my family ordered through Uber eats $60 worth of food from a restaurant that we order frequently. When the food came half of it was missing so called the restaurant, the restaurant manager told me over the phone that the driver had forgotten to take the other bag of food and that he had reported it to Uber already. when I tried to deal with Customer Service several times over the next two days on Uber eats, they continually refused to refund anything, even though it was entirelytheir fault, even after reminding them repeatedly that the restaurant manager had already reported it to them. I then tried calling customer service instead of using the app and got the same rejection. we have used Uber for years and have an Uber one membership and have no idea why they are giving us such a hard time over$33 especially when there is absolute proof given by the restaurant manager that the driver 100% left half the food there.

  Business response

  01/29/2025

  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 response

  01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I Have attempted multiple times to chat in app with no respect, when that failed I called the actual Uber number and spoke with someone who also said they would do nothing. I said I needed a supervisor. They said the supervisor would call me back...the supervisor never called me back.
  
  Again, the driver left half the order, ($33) the Restaurant Manager confirmed it to both me and Uber over the phone, And when I called the driver that night immediately afterwards, he hung up on me -- and UberEATS still continues to refuse to refund any part of that order, even though we have been using them almost daily for years. 
  
  WARNING to all considering using UberEATS. This is the type of service you get now.
  Sincerely,
  
  Jeremy M****

  Business response

  01/30/2025

  
  
  
  
  
  
  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 response

  01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I've tried handling this in-app multiple times beginning immediately after we didn't get $33 off the $59 order (2 out of 4 entrees were missing). They did not help one bit and were very rude - especially since we use them several times a week and are Uber One members for years.

  We called the driver, he hung up on me.

  We called the restaurant, the Manager was kind, he told me he knew I was missing half my order and that the Uber driver left without taking the other bag that was on the shelf. That he'd be happy to remake the two missing meals if they come back (again, Uber driver hung up on me). He also said that he already reported it to Uber right away, which Really begs the question OK if Uber knows this is a fact, why are they fighting this so hard?

  I tried calling Uber, got the same run around and was told I could speak with a supervisor at a scheduled timeframe which I accepted, sometime in 30 minutes to 2:30 hours. I waited all day, no one called.

  I filed BBB report, at this point what else could I do? We have been loyal customers to this company for years and have used Uber eats every week sometimes even everyday as we can't get around much these days (sometimes every day!).

  We are blown away at how incredibly crooked and corrupt they have been over this one small order - however, their customer service in the last 6 months has gone way down hill.

  As a result of their mistreatment of us, we will no longer be using Uber Eats ever again, canceling our Uber One membership, and encouraging the rest of our family members and friends not to ever use them.

  I don’t know much about managing a business, but it seems $33 isn’t worth all of the lost business they will now have.

  
  Sincerely,
  
  Jeremy M****

  Business response

  02/01/2025

  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 response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again, I've been told "they've already looked into this and made a decision." I am blown away at how crooked and corrupt they are.

  Warning to all:

  Uber will not refund your money if the UberEATS driver accidentally leaves half of your entire order, even if the restaurant manager confirms with Uber that the driver did indeed forget the other half.

  Me and my family will no longer be using Uber after years of practically daily use. I want to make it my personal goal to let everybody know what they did at work, church, amongst family members (25+), etc. I don't want this to happen to them as well, that's plain old stealing. Uber stole $33 (+tip of $12) from me and my wife. Seems an awful lot to lose over $33, but hey, poorly managed companies will be what they are.

  
  Sincerely,
  
  Jeremy M****

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/23/24 I booked a package delivery with uber. They charged me 49.89 for the service. The driver came to pick up my package then refused to deliver it because the destination. Was too far. The Uber had already charged me for the trip and refused to give me my money back. I want my refund .

  Business response

  01/27/2025

  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

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On two occasions i didnt receive my order or my partial order and uber refused to send me my money back. The first order took place September 26 2024 from cinnamom bakery. I placed an order for two cinnamon rolls and only received one and wasnt given even a partial refund. The second order was on January 23 2025 and i wasnt even given my food. My food requires a pin that the driver never got which is proof i never received anything AND the driver told me himself he left with my food

  Business response

  01/27/2025

   

  
  
  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

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an uber eats order and received the wrong item. uber eats support told me 4 times my order was not eligible for a refund even though i did not get what i ordered. am fed up with this company as this has happened so many times now

  Business response

  01/27/2025

  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

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi on 01/23 I took a car from La Guardia Airport to Union City NJ the driver chose a different way than the app and it charged me extra $20 for the trip, pickup and drop off didn't change, please refund me the difference

  Business response

  01/26/2025

  
  
  
  
  
  
  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

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged twice for an order I placed when uber.customer service was incompetent enough to not tell why. And I never heard back from anyone.

  Business response

  01/27/2025

  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

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * Cost was 41.71 * Paid and was hoping to get my whole order did not receive it at all. *I just want a refund I spent money for my whole family and didn't even get to eat it. *Barely tried to help me just said it wasn't possible and barely gave an explanation. For further context, I ordered mcdonalds breakfast and when I got the confirmation text that the food was here I went to my door and the bag was not there. Even if the picture sent said otherwise I couldn't even confirm that the food was dropped off with my driver because he texted and spoke another language. I called about this hoping for a refund for an order I never got and was led in circles before being told that it's not possible and was still not given any information on why it wasn't after asking multiple times.

  Business response

  01/26/2025

  
  
  
  
  
  
  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

  01/23/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Better Business Bureau team, I reported a problem with my order on January 20th, I received an incorrect order. A representative reached out to me explaining to send an image showing the receipt and the wrong order I received. I attached the photos that were requested. The next day, I returned from work and I saw that another representative responded with exactly the same message asking to take photos again. This communication has been unhelpful because I cooperated as a consumer. I ask the BBB team to cooperate with me to solve this unfortunate issue. Thank you.

  Business response

  01/23/2025

  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 response

  01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because no one has reached out to me on the app. I look forward to hearing from Uber support to resolve this pending issue. Thank you.
  
  Sincerely,
  
  Julius ******* H*****

  Business response

  01/25/2025

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

*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. ↩