Ubereats

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 placed an order today, March 1st from an Italian restaurant. I ordered lasagna and a house salad.

As I was eating the lasagna, I realized I was eating hair. I pulled the hair out of my mouth and places on the lid of the container that the salad is in, which is white. The hair is light brown and long and stringy. My hair is black, mid-length, and curly.

I instantly stopped eating. I contacted UberEats via the app made my complaint and provided a picture. This is the part that completely pissed me off. UberEats denied my refund and said fraud detected.

I pay for the UberOne subscription and have been a subscriber for years. I have never done anything fraudulent and for them to say that is unacceptable and unprofessional. Iam tired of UberEats always blaming the customer. How is it my fault that there is hair in the food.

My suggestion is that the restaurant require the cooks to wear hair nets and the problem will be alleviated. I will be canceling my subscription for good after this.

so I have placed the order on January 10, 2025 at 3:48 AM for McDonalds I paid $24.94 for me not to get my food from the person who was working for Uber eats they text me saying that McDonalds did not have the items I wanted and I said to her it says that she had picked up my items already. She said no they do not have your items.

They said that you have to cancel the order so what did I do? I canceled the order to get my money back because she said so now Uber eats to saying that I cant get my money back because the food was given to me and I never receive my food they can see on the app when she deliver it they said that they see that it was never delivered so why dont you wanna give me back my money your driver stole my food lied on the restaurant and then she get paid at McDonalds get paid and Uber eats get paid, but I dont get my food.because I never to give her a code which I did not do so because she kept asking for it before she even delivered my food thats weird. so why am I being charge $24.94 for what this is out of order they need to be stopped because it is not right that I have to sit here and still pay them McDonalds and the driver when I never receive my food and I am very pissed off and they have lost me as a customer I will never order Uber eats again.

Id rather order with DoorDash than Uber eats oh and then they also charge me $9.99 for the membership when I canceled so they still take money out of my account. I want all my money back, but they said no.

Placed order for my family through UE app; Received confirmation and photo of delivery NOT to my house.
Contact customer support via chat, text and phone - No help at all.
Phone call to UE customer support at (833) 275-**** provided no help at all. Escalation was of no use as they will not call you back or will regurgitate the same thing.
It appears that if you place an UE order, and it gets delivered to any address, and a photo is sent to you - it is YOUR responsibility - not there's for providing the service.
Scripted responses I rec'd as follows:
"We cannot issue any credit or refund since it shows that the delivery person made it to the drop-off location"
And
"I don't mean to rush but I may need to close the chat now as I've provided the information for your concern"

I was given a promo for $20 off my first order of $25 or more. It wouldn't enter online so I called customer service and she promised to call back and they would enter it manually and I would get refunded.

When I called back, they said that promo has been deactivated and there is nothing that they can do. No refunds, no credits, nothing. I just signed up with them for a two-week trial that I will be cancelling. I've heard shady stuff that Uber Eats does.

Just like this, suckering people into making a purchase and then telling them it's too bad.

I feel taken advantage of. I live in a nursing home on social security and I don't receive a lot of money so for them to pull this B.S., I want them reported.

An Uber Eats delivery driver brought my order, set it on my patio table, took a picture, then picked up my order and ran off with it. I then contacted Uber Eats, as I have a video recording of this.

I sent them the video to inform them of what transpired, yet they refused to refund my order. They told me that the order was my responsibility as soon as the driver took the picture. Their customer service is horrible. I can't reach anyone; the phone number simply tells you to go to the app.

When you contact them through the app and chat, they refuse to do anything and dismiss your issues. I had to call the bank and stop the payment on the transaction. I've also filed a police report and turned over the video evidence to the Police Department. I'm considering going to the clerk of the court on Monday morning to file a small claims lawsuit against the company, to teach them a lesson about customer service.

I do not recommend this service to anyone. This is not the first time I've had problems. They seem to hire random individuals off the street.

Half the time, the people delivering your food are not those who are shown as the delivery driver, implying that your food could be at risk of contamination or tampering. This is horrendous service, with no background checks or thorough investigations conducted on their employees.

On Thursday January 9th, 2025 at 10:40 PM I placed an $32.34 order for two shakes from a business on the Uber Eats website called The Shake Bar. On their website it shows specialty milk shakes loaded with candy toppings, whip cream, and a cherry.

I received two clear half cups without any toppings (see pics) just flat melted refreeze ice cream. I would like a a full refund for false impersonation of a business and it's menu items. I wouldn't pay a dollar for it. This place should be reported and shut down!

There is no contact info of this establishment unless you google the address and it comes up as stake n shake 9550 Natural Bridge rd.

St. Louis MO.

I ordered from Jack in the Box and tried to send it to my husband for lunch. The delivery person got irritated and didn't want to look for him to ask for a pin number.

He called, so I called back within 1 minute. They then lied about me not contacting them. I contacted customer service and discovered that he had left my food on the curb of a very busy street in Spokane. Junkies or whoever found it before I could.

Despite my efforts to communicate via text and phone calls, they lied, saying I didn't contact them, then treated me disrespectfully, claiming I couldn't get a refund because the delivery person couldn't reach me, which isn't true. He also left it in a dangerous place out in the open. I won't ever purchase through them again. Additionally, the app didn't allow me to submit a safety concern because the links weren't functioning.

They called and lied, saying I never answered. I called back within one minute, but the driver hung up on me. The treatment I received from customer service was disgusting. I can see why they've earned all the 1-star reviews.

There should be a class-action lawsuit for fraud. I’m sure there are millions retained from this happening daily, or drivers just keeping or eating stuff. It's absurd that you don't have to talk to anyone to get a tip, and they mess that up out of seeming spite and entitlement. Maybe it's because most of them are millennials, but their rudeness and criminal behavior with delivery and service are unacceptable.

Don't ever purchase from them; aim to put them out of business. I'll be filing complaints with everyone. The app didn't allow me to submit a report or email legal — the website's submission buttons are non-functioning, and adding images didn't work. They also claimed the policy is an 8-minute response time.

I told them I responded in 1 minute, and they simply repeated that I can't get a refund because I wasn't able to be reached. But I did text in the app to the driver, which I can't copy now because it's been deleted.

I had to search to be able to leave a review for the driver after completion. They make it impossible to actually report bad products or drivers intentionally.

We had ordered two drinks from Starbucks earlier this morning. However, it took an hour and 15 minutes for our order to be delivered, which was absolutely ridiculous.

The drinks were not even frozen like they were supposed to be; they were melted. The first guy who was supposed to bring them out never showed up, even though he was right down the road from there. It took him an hour and 15 minutes for them to arrive with the melted drinks. The phone number is 405-438-****.

My wife, Brittany Martinez, and I do a lot of business with Uber and Uber Eats. I am starting to think that maybe we'll begin using Lyft or another delivery service. I recommend that you folks consider using other reliable delivery services. Our order was put in at 7:55 a.m.

and was not received until 9:15 a.m. Absolutely ridiculous.