Ubereats
Reviews and Complaints

24 hours ago, I ordered dinner via Uber Eats. The restaurant failed to include my cheesecake as they ran out.

Instead of being contacted, I received a note apologizing for the missing item, but replacing it with a pickle! Of all things! Make it make sense! I contacted the restaurant, who apologized for the error but told me I had to go through Uber Eats for a refund of the missing item.

I entered into a chat—no resolution! I emailed—24 hours later—still no resolution! I am traveling for business and my receipts need to be accurate.

My org isn’t paying for something that wasn’t received. Uber, please rectify.

Two separate occasions Ive used Uber eats that Ive had very poor situations occur and I tried to follow up with what they call customer service. Ive worked with the same representatives who have essentially ended the chat and told me that they resolved my issue.

Theyre not going to do anything about it and they connect me to the next representative.
First occurrence: I ordered a cookie from one place and a coffee from another place: the coffee I ordered for myself -thats what I really really wanted. My son wanted a cookie so I ordered it for him. It was a packaged cookie-Thats very important. The system didnt provide me the amount of time it was going to take until after I submitted the order so I submit the order and I find out its gonna quite a long time.

I decided that its not worth paying that much money to wait that long for a coffee and a cookie. So I immediately hit cancel order /.and I mean immediately after seeing that its gonna take that long. There wasnt even 30 seconds that passed. I then get a message that comes up that says Im sorry we have to contact the store and see if theyve already started preparing the order and if its too far along, theyll have to charge a cancellation fee for the delivery drivers inconvenience which I completely understand.

That makes sense. I wouldnt want it any other way.. I mean its their time too. But at this point, Im not concerned because Im thinkingOK well that shouldnt be a big deal because seriously they cant have started already making the coffee and the cookie is prepackaged.

Well customer service says.Unfortunately theyve already started preparing the cookie. Im starting to get a little ruffled at this point and I respond that Its a prepackaged cookie? How is there any preparation? They hadnt yet started the coffee of course as there had not been near enough time to do so.

So I confirm somewhat questioningly, Ok so, they havent started the coffee, but the cookie thats already prepackaged in plastic wrap is considered as prepared, which that means I owe a cancellation fee. He responds that Im correct and I basically responded. Thats not going to work for me. I told them not to send the cookie.

I told them not to charge me a fee. I huff and puff that Im not going to pay for it if they charge me, Im going to cancel the charge with my bank which I dont do because its not worth it the time involved this is not worth the the cost really if it had been more expensive I wouldve but I have a lot of other things to tend to and its just not something that I chased after at that point. I meant to, but with Kids and everything else it got lost.
I continue by replying that I didnt understand why the order could be canceled when the cookie is literally prepackaged and the coffee hadnt been started yet. We go back-and-forth if they say theres nothing that they can do.

I asked for a supervisor they tell me Ive reached the Hyatt level support. They just basically passed me off to another person and the next person says the same thing I tell them that there has to be a supervisor there because I know how customer service works and they just basically keep telling me theres nothing more theyre gonna do. As you can see in the screenshots below Ive worked in customer service a long time. Ive never worked in any company, that allow us to just end the call or chat by saying theres nothing Im going to do for you.

Youve reached the end of the conversation. Thank you for contacting us. We couldnt end a conversation unless someone who was being incredibly abusive and we had to warn them 3×1st and that was a very very rare occurrence and Ive worked for many companies over the years because I worked multiple jobs at one time to support my family sometimes so Im just surprised at the audacity of this company . honestly, for Uber eats as a whole.

I think the company seems well built for the most part. When I first started working with them. I did not have one problem. I had one issue with food similar issue where the order was very, very large there were pieces missing it was cold and they refunded a portion of the order that was missing and I think they gave me a slight credit.

Ive continued to order quite frequently from them never had a problem. I dont complain unless I absolutely have to or if its a really serious issue of precedence like this one where Im paying for trying to cancel immediately after placing the order which is just ridiculous then I complain and I honestly if they just listened and not like cut me off and said they werent gonna do anything right away I probably wouldve just stopped, but its just really annoying that they obviously and very clearly do not care about helping because theyve been told its and its very clear that theyve been told that they dont have to do anything because they can just end the conversation right away so they dont care they dont have to care. They have an easy out and I honestly dont think it would matter what youre calling about at this point. I think you could call about anything and they probably dont ever give a refund they probably dont ever give any other answer than the coded responses that Ive gotten the last two times Ive contacted them.
To finish this off, they essentially say theres nothing they can do .so I dont get the coffee.

I tell them do not send me the cookie cause the coffee is the main thing that I wanted They tell me theyre gonna have to charge me cancellation fee and theyre going to have to charge me for the cookies that I dont want and I told them do not send me the cookies. I do not want the cookies. I do not want the order and he tells me that I have to cancel it before the restaurant accepts the order. I then basically say correct me if Im wrong but once you hit the place orderbutton, isnt the order automatically accepted by the restaurant, so there is no way to cancel the order before its accepted by the restaurant then.

He kind of hemmed and hard and at etc. etc. and I said I did cancel it as fast as I could cancel it and he explained that I shouldve contacted them first to get the best possible solution and I said OK I I guess I can understand that. I just thought it was faster to hit the cancel button Which if you can see how this situation played out apparently is incredibly important because I canceled it within 30 seconds and typing to them wouldve taken a lot longer and I still didnt do it fast enough.

I asked for supervisor. They tell me that Ive reached the top level of service I know thats not true because theres always a supervisor of some sort either available or they can be available sometime and they outright deny me the possibility of speaking to anyone higher than them and thats just simply not normal But they just they just in the chat and thats unheard of if a customer request someone in management you dont tell them they dont get to do that you give them someone and management even if management isnt available you take a message and management calls them back I mean, Ive never heard of a customer service agent just being able to say sorry you didnt get the answer you wanted, but thats the answer. Have a great day. Be safe boy I wish I worked in customer service when they work in customer service because it would be so easy like they literally dont do anything my two situations they didnt even read the situation half the time they commented something that I had included in my description and they commented something completely opposite of what was included so it was clear they didnt read my message.

For ease of reading Im just gonna include the first situation here and I will probably copy the top of this outline on the second situation because I have files to attach and I dont want it to get any more confusing. Im attaching the files below that include the screen prints of the conversation. Please understand that I was getting pretty frustrated because number one they werent reading what I wrote to. They just kept saying the exact same thing and they werent like they werent actively addressing anything that happened.

They were just saying what they knew they could say because when youre in customer service if you have the right to just say sorry you dont like what we said and hang up .boy its really easy. But it certainly makes for a more high rate person when you dont listen, and you dont read the message that they wrote and you restate information that theyve already included in their message and you clearly didnt read it. You kind of start off on a bad foot. and now that I have researched this Im even more.

I dont even know if I should laugh cry or just be irate because Ive now also discovered:1. they double charged me for the coffee that I didnt get. 2. They specifically created a second order for the coffee so they could charge me a 2nd time.

And all this time theyve been telling me that they were charging me because of the cookies that were packaged because obviously the coffee had not been started. well on the receipt it says Dunn Brother has already started your coffee and thats why Im being charged. Obviously since the coffee was the thing I wanted most and the fee for canceling was $10 -why would I pay $12 for coffee I never got twice over ($24) and then $10 cancellation fee for a coffee that supposedly was not started??? If they had told me that the coffee had already been started I wouldve just paid for the freaking coffee.

So apparently someone also stole the stole coffee that I paid twice over for and a $10 fee for.

I guess this is karma for trying to resolve the situation- are you seriously kidding me? This is so messed up..

I am writing to raise a serious complaint regarding my recent order. The driver marked my order as delivered, yet I did not receive anything.
The delivery photo shows that the food was left unattended on a concrete pavement, which is extremely unprofessional and unacceptable.

How can food be left on the ground like that, especially in the UK where I expected higher standards from Uber Eats? This is not a safe or reasonable delivery practice. Despite staying on a hotel he could have left it with the reception rather than on the main road. I do not believe he even left it there.
After arriving in the UK from my holidays, I relied on Uber Eats for convenience, but the experience has been very disappointing.

The waiting time for my order was already unusually long, and the drivers handling of the delivery made things even worse.
Since I did not receive my order at all, I am requesting a full refund of my money.
I have attached the photo for your reference. I kindly ask that this issue be resolved promptly.