Complaints

• Initial Complaint

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with Uber using a promotional code (NEWRIDER25) and they did not apply it. When I found out about the error they said too much time had elapsed to fix it.

  Business response

  03/22/2022

  Hi, 
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Completed an order from ubereats on February 27th 2022 from sunset grill for total of *****. The application told me the order was delivered to my house (second house in from avenue road, easy to locate in front of a **********) at 10:48. I immediately went to get the food, but it was not delivered to my house, nor any of my immediate neighbours. I placed a second exact same order from sunset grill at 10:49, and asked support to refund the original (never been a problem before) Supports response was *******. Looking at your account, we notice that you have made a number of requests for refunds and adjustments on your orders. Because of this, we are unable to provide you with a refund for the order from Sunset Grill. Uber requires its driver to post a photo of the food at your door. No photo was uploaded for this,order. I have contacted support multiple times to denote that the order was never received, and they could tell since i placed the exact same order twice, and no photo existed. Every response was a refusal to reverse the order, and end to the conversation.They apparently have a limit on total refunds and if you exceed they refuse to refund orders, even if their driver delivers the food god knows where. I have been a user of the service since 2016, with a total of **** orders. For the last two years i have averaged 11 orders per week. According to my account history i have requested 15 total refunds, 14 for the driver not delivering the food to the right place/someones else order/or missing food/. 1 for an order that took 2:30 hours.This policy amounts to theft; i provided all parts of the contract; the food i wanted, where i wanted it delivered, and payment. They took payment, and never delivered the goods, and refuse to make good. Copies of full customer service conversation can be supplied on request.

  Business response

  03/22/2022

  Hi, 
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  03/23/2022

  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

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an UberEATS gift card on 2/16/22 for my daughters bday, we put the gift card in my daughters wallet on her app 3/1/22. Weve been trying to redeem this gift card every day now and it says try a different payment method. We have been calling and talking to UberEats support daily since 3/1/22. First, they said my daughters account is banned, but could not tell us why. Then they told us my daughters account is not banned and she can use the card, but we still can not use the card. After 30 mins to an hour on the phone EACH TIME with support they always say this issue has been escalated to a specialty team and that team will reach out to us via text, call or email. No one has called us back and our issue is still not resolved. UberEATS took $100 payment from me and we have not received any goods or services in return. This has to be illegal!

  Business response

  03/28/2024

  We apologize for the extremely delayed response to your complaint. Due to the amount of time that has passed, Uber is unable to address your concern if it's related to a trip older than 1 year due to limitations in accessing historical trip/order data. However, if you're experiencing issues related to your account, please let us know by contacting Uber via help.uber.com so we can further assist.

  
  

  We understand the frustration this may cause and appreciate your understanding.

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for my order when I should of never been charged.

  Business response

  02/21/2023

   

  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  02/22/2023

   
  Complaint: 16843129
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Uber has charged me for something called Uber Pass. It is $24.99 a month. I never signed up for it and they are saying they didnt charge us. It is for 6 charges I called last month and they still charged me again for March. There is no one to talk to just by messages. I sent them my chase account information and pictures of the charges but they still say it isnt them. What else can I do?

  Business response

  03/28/2024

  We apologize for the extremely delayed response to your complaint. Due to the amount of time that has passed, Uber is unable to address your concern if it's related to a trip older than 1 year due to limitations in accessing historical trip/order data. However, if you're experiencing issues related to your account, please let us know by contacting Uber via help.uber.com so we can further assist.

  
  

  We understand the frustration this may cause and appreciate your understanding.

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used uber to ride from the bar to my house on last Friday - March 25, 2022 and the price was around $244.00. The next day around 5 pm I got a text message saying that I owed another $150.00. That is highway robbery. I am not paying $175.00 for a 15 minute trip.. I need to talk to someone, please have them call me at ************. This is fraud.

  Business response

  03/24/2022

  Hi, 

  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.
  

  
  

  Customer response

  03/25/2022

   
  Complaint: 16842289
  
  I am rejecting this response because:I dont see that there is any pending charges for $150 on my account but I do not see any messages that it has been cleared up either on the app
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been dealing with a payment that I was charged for which there was no reasoning given to me. I was charged $9.99 on February 19th. When I spoke to Uber eats, customer service representatives, regarding the issue they stated I had recently enrolled in Uber eats. I informed the person no I didn't. The enrollment was back in August 2021 and it was cancelled with in the free trial period. Explained to the representative I was requesting a NON INSUFFICIENT FUNDS refund of $35 that my bank had charged me due to when Uber charged my amount it made my account negative with my bank. Per representatives request I had also attached a copy of my bank statement. When ***************** called me on 2/26/2022 she stayed she was going to look further into the issue. Due to there was no documentation regarding why I was charged. There wasn't any previous monthly subscription payments. She said she could view that Uber eats was cancelled in August. So again I'm requesting a refund of $35 which is a NSF fee my bank charged my account due to Uber payment made my account reflect a negative balance. There was not reason Uber charged me the fee. Yes I was refunded the $9.99 payment fee from Uber but again this request is for the bank fee I was charged due to Uber's ERROR!Thanks *************************

  Business response

  02/11/2023

  Hi, 
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Uber eats is not providing the service that they are advertising. Yet again. I ordered dinner around 6:30 PM because my car is in the shop. Uber eats sent five different drivers to the restaurant. All of them arrived and left. I was chatting with two chat representatives who disconnected the chats when I asked to speak to a supervisor. Then I called and yet again received another outsourced agent over the phone where I asked to speak to a supervisor 38 times. She could barely hear me because *************** call-center was so loud in the background its absolutely ridiculous. She told me that they have no resources to speak to a supervisor. I waited an hour and a half and then Uber eats canceled my order after sending five drivers to that restaurant. Ive now spent two hours and clearly I did nothing wrong. So not only have you charged my credit card and I have to wait for the money to be put back 3 to 5 business days. That is stealing my money and not providing a service that you advertise. Id like to know why you sent five drivers there who did not pick up my food. Id like to know why youre to chat representatives disconnected my chat. Id like to know why your phone representative had me cursing and asking for a supervisor **************************************************** like to know why my order was canceled after an hour and a half. Clearly I wont be having dinner tonight.

  Business response

  03/23/2022

  Hi, 

  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  03/24/2022

  there has been no response to me via any app. That is a lie. You have not responded at all.

   

   
  Complaint: 16841781
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a service I did not receive. I sent them proof and now they are ignoring me. I want my money back since they did not provide any service to me. I picked my order up myself and paid the restaurant directly.

  Business response

  02/10/2023

  Thank you for reaching out via BBB. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  02/10/2023

   
  Complaint: 16832049
  
  I am rejecting this response because: Issue was never resolved as I was never refunded.
  
  Sincerely,
  
  ***************************

  Business response

  02/14/2023

  Thank you for reaching out via BBB. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2 I put a 200$ gift card on account from my phone spent ***** from it. My account now says I only have **** left. I called to complain was told Id receive an email from the escalation department. I have received an email from two different people from escalation both are the same computer generated responses. Asking for my patience in regards to this technology issue. No time line has been given no explanation has been given. Ive requested a call to speak to a person and was told by another supervisor escalations only responds digitally when the problem is resolved. The other supervisor has no way of contacting the escalation department and cant tell me anything regarding my issue.

  Business response

  03/27/2024

  We apologize for the extremely delayed response to your complaint. Due to the amount of time that has passed, Uber is unable to address your concern if it's related to a trip older than 1 year due to limitations in accessing historical trip/order data. However, if you're experiencing issues related to your account, please let us know by contacting Uber via help.uber.com so we can further assist.

  
  

  We understand the frustration this may cause and appreciate your understanding.

  
  

*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. ↩