Business Profile

Transportation

Uber

Headquarters

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Additional Complaint 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).

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Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The transaction was made September 8, 2024, at 6:21 PM, for $29.88. I placed an order for *************** Market), and within 10 minutes of receiving my food, I discovered a long hair running throughout the length of my food. I contacted UberEats immediately to file a complaint, and they told me that they would investigate and get back to me for a refund, as this was a safety hazard. A day passes with no contact, so I reached out again, and they told me the same thing. When I reached out the 3rd day, they told me there was nothing they could do, because 48 hours had passed since the order was delivered. I called multiple times, and was basically brushed off by everyone I spoke to. I was assured that a supervisor would get back to me, but that never happened. Then, they closed the case completely in my account. As I was told I would receive a refund, and they were, at that point, avoiding issuing one, I filed a dispute with my bank for the money back, and attempted to delete the account. Now they are saying that I can't delete the account until the balance is paid, even though I was supposed to get a refund for the food safety violation regardless. I don't want such a company to retain my information.
Business response
10/29/2024
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
10/30/2024

Complaint: 22387659

I am rejecting this response because the business has yet to contact me to resolve this matter.

Sincerely,

******* ******
Business response
11/02/2024

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
11/06/2024
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
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 6, 2024, five (5) fraudulent charges totaling $514.65 were made through my bank account for UBER-EATS. The order was delivered to an address in California. I do not live in California. I live in Illinois. I immediately notified my bank that these charges were fraudulent charges. The bank told me I would have to contact UBER-EATS to get my money back. I am attaching documentation to show the fraudulent charges that were made. UBER-EATS refuses to refund our money, and they were very rude to me on the phone. They said they would look into it and call me back. That was a month ago. I would like my money refunded immediately for the $514.65. Thank you.
Business response
10/25/2024
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
10/25/2024
my name is Jessica C******* and I filed a complaint against UberEats. I just received the email from the company stating to chat with them via in app. But I deleted the email address because I was hacked through almost all my accounts and that email with linked to uber. They don’t have a phone call to discuss this. I want them to send my money back.
Business response
10/27/2024
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
10/28/2024
Can you tell them to call??
Business response
10/31/2024
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
10/18/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed an order through the Uber eats mobile app on October 16th 2024. The driver that was responsible for delivering my order communicated with me through the Uber app via message, that they were out of a desert I had ordered along with my choice of beverage. The desert was a tres leches cake. In these messages which Uber should have record of, the driver asked if I would like anything else. I stated I did not and gave him another drink of choice. After the order was completed, Uber decided to charge me for the entire order even though I did not receive that item. I contacted support to which they advised me this was not eligible for a refund even though I reminded them they should have record of the exchange between the driver and I. Uber continues to communicate to me that I am not eligible for a refund with extremely poor communication.
Business response
10/25/2024
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
10/26/2024

Complaint: ********

I am rejecting this response because: I have included screenshots of poor service from representatives in your app that copy and paste the same message and I get no resolution. How can this be corrected?

Sincerely,

Kyra ******
Business response
10/30/2024
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
10/30/2024

Complaint: ********

I am rejecting this response because: Please be more CLEAR on how we are going to resolve this. Please provide SPECIFIC STEPS I need to take. Do I go to my recent orders and to support from there? What do I do? Please provide a better response other than a copy and paste message. THANK YOU.

Sincerely,

Kyra A*****
Business response
11/01/2024
Hi, Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in 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
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a business owner/uber merchant who uses uber eats at my restaurant. My account was hacked months ago and someone changed my banking information to receive payments. I have contacted uber numerous times and they have given me case numbers and asked to provide new email addresses and proof of ownership numerous times. I have submitted everything to each person I have been passed on to. Nobody has helped me or returned any of my emails. I am owed thousands of dollars and nobody will help me with this issue
Business response
10/24/2024
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
10/24/2024
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,

Richard V******
Initial Complaint
10/16/2024
Complaint Type:
Product Issues
Status:
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.
Ordered pizza via Uber Eats to pick up at pizza place. When we got there they didn’t have the order. Confirmed all the information and showed them on uber eats app. ****** ****** was great and reentered my order and we ended up paying cash. I got an email that same evening from uber eats that it was cancelled. I noticed on my bank account u er eats still charged me. I contacted uber eats asking where my money was and they said they didn’t have it. I went back to ****** ****** and they provided me proof they cancelled and did not received payment bc it was cancelled. I have tried working with uber eats and have not been successful
Business response
10/22/2024
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
10/22/2024

Complaint: ********

I am rejecting this response because: your timeline is off. The merchant did cancel the order and I provided proof.

Sincerely,

Kristin L***
Business response
10/27/2024
Hi, Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in 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
10/31/2024

Complaint: ********

I am rejecting this response because: I provided proof from ****** ****** that they cancelled ordered and did not receive any funds on the cancelled purchase. Uber Eats took a profit of all the money and did it refund me the customer my $60+ back.

Sincerely,

Kristin L***
Business response
11/06/2024
Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in 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
11/07/2024

Complaint: ********

I am rejecting this response because: they did not justify where the funds went nor refund me the funds on good that were not received by them.

Sincerely,

Kristin L***
Initial Complaint
10/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
On October 12th I ordered thai food from order eats for dinner and they charged me $69.48 to my card. I cancelled because my order was going to be delivered an hour and 30 minutes and decided to order with the restaurant and pick up instead. I realized 2 days later that the refund has not gone through yet, I contacted the help center and was chatting with an assistant asking about my refund. They then said that I am not eligible for a refund because I didn’t contact them in 48 hours after I cancelled. I have gotten many refunds before just by hitting cancel so I don’t know why I can’t get my refund this time and I would really love to get my refund.
Business response
10/20/2024
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
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I took the uber on 8/30 from ********************* to the **************. The price I got was around 10 euros. Then I was charged 57 euros. Appealed with Uber by using the Uber app. It did not solve the problem. The Uber receipt shows the correct pickup point and the correct destination. However, the route shown in the receipt is obviously incorrect, and way beyond the actual trip.Since no way to get the original quote, I tried to schefule a ride at the same time of the day from he ************** to the **************. It shows 11 euro for UberX and 13 euros for Uber comfort. So it is vey clear, that I was over charged more than 40 euros I am attachiing the Uber receipt and the quote I just got
Business response
10/21/2024
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
10/23/2024

Complaint: 22366166

I am rejecting this response because I have not seen any response from the business

Sincerely,

********* ****
Business response
10/27/2024
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
10/28/2024

Complaint: 22366166

I am rejecting this response because:
No response from Uber

Sincerely,

********* ****
Business response
10/30/2024
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
10/30/2024

Complaint: 22366166

I am rejecting this response because:
No response from Uber

Sincerely,

********* ****
Initial Complaint
10/15/2024
Complaint Type:
Billing Issues
Status:
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.
Ubers service indicates that using UBER cash will not result in an authorization hold. I had $49 in my account this morning which is enough to cover my fare. Upon dropoff i received a message that my debit card could not be charged. I had to pay out of pocket for a ride that appeared to be cover with pre-purchased uber cash. When checking my trip receipts, there is a $32 hold until 1pm pacific for uber cash. Their policy indicated i can avoid authorization holds by using uber cash. They are not honoring their service and I am now trying to arrange travel arrangements by other means because this company did not honor a simple transaction using the funds that were readily available.
Business response
10/21/2024
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
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I created a family account off of my personal account. They advertise that you can do this to let family members have access to your payment method. So this morning when that family member got in the Uber to go to where they had to go the driver asked for a PIN number the pin number on my Uber account has always been the last four digits of my cell number. They then gave the driver this number who said that is not correct gave them their pin number for their account said that is not correct she refused to try to contact Uber and said that she would cancel the trip so it would cancel the cost and then he can just redo it and she'll take him and accept it. So she canceled the trip I then get an immediate notification for my bank that I was charged and outrageous cancellation fee even though she canceled the trip the driver not the family member. I then spent 20 minutes trying to speak with a live person via the app and called every number I could find on Google for their support team which is completely inaccessible by phone and then when the support person finally gets on the chat with me I send them a message letting them know what's going on and they send me a message we're so happy that your customer sorry and in the chat and then I get another message saying we'll have somebody email you within 24 hours which is outrageous. We didn't request the trip to be canceled we requested her to get a hold of uber to see what the issue was because we neither one of us could pull it up on their app because something's wrong with it. This is my first formal complaint on Uber but this situation has happened multiple times with multiple Rideshare orders and also their Uber Eats Services it is a continuous issue that continues to happen and they refuse to fix it. Last time they refused to refund my money for the cancellation fee they charged even though the driver told the passenger to cancel the trip and they would just re accept the trip.
Business response
10/20/2024
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
10/21/2024
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,

Jessica W******
Initial Complaint
10/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with UberEats & didn’t receive an item & UberEats stated “I received everything in my order” as if they were with the delivery person or at the place I ordered my food from & can confirm that they put everything in the bag. When I brought this to their attention, they requested I show them the receipt (as if they don’t have access to the receipt & I placed the order on their app) & my order. I ordered food to eat it & that’s what I did. UberEats also got back me to hours later, so it’s unrealistic to ask that I show food, when I ordered the food to eat it. I want my money back the item that I didn’t get.
Business response
10/20/2024
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 *************.
Customer response
10/20/2024

Complaint: ********

I am rejecting this response because I never received the item & I want my money back. This issue has not been addressed via Uber support, so I don’t know what you’re talking about. When a customer doesn’t get an item, they should get their money back. I don’t have money to give away to a multimillion dollar company. Give me back my money since I didn’t get the item.

Sincerely,

Felicia *****
Business response
10/22/2024
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
10/23/2024

Complaint: ********

I am rejecting this response because:
No one has responded back to me regarding this matter. How many times is this same generic message going to be the response.

Sincerely,

Felicia *****
Business response
10/26/2024
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 *************.
Customer response
10/28/2024
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,

Felicia *****

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BBB Rating & Accreditation

B-

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Years in Business: 16

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

1725 3rd St

San Francisco, CA 94158

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Business hours

Open 24 Hours

Customer Complaints Summary

14,416 total complaints in the last 3 years.

5,386 complaints closed in the last 12 months.

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