Transportation
UberHeadquarters
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Complaints
Additional Complaint Information
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a dispute with post mates via my ***** Fargo credit card while this dispute has been open they started charging other accounts on file. I have not authorized any charges and I have no purchased or have any subscriptions open. Essentially postmates does not believe I deserve a refund because I have been refunded in the past. The order came with less food than I ordered and so I disputed the charge. And sent images to postmates. When I complained to the driver he told me to call postmates. I have an ongoing dispute with ***** Fargo. The original charge is February ************************************* different banks almost a month later. This is very upsetting because I chose this place as a valentines dinner and it came less than it was supposed toBusiness response
02/10/2023
Thank you for reaching out to Uber Support. 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:
- Product Issues
- Status:
- Answered
Where do I begin? Multiple issues with Uber Eats from the beginning, but I always had the options to receive a credit back whenever I received incorrect food for my order. Last night that changed, they decided that because I've had so many issues, I'm no longer allowed to receive reimbursement for their employees' mistakes. An entire entree was missing from my order and I received a completely different item. When I requested a refund, they denied it. I sent photo proof of the receipt and that still wasn't "good enough" for them. I was met with the same generic response. I should not be held liable for a company's poor hiring choice in drivers. The entire point of the app is convenience, which it has been nothing of the sort. Moving forward, I will not be using the service. If I were a betting woman, my order will be wrong at least half of the time and I don't want to risk losing money, since they will not allow any refunds. I would like a refund to my credit card of the amount difference i'm missing. Roughly $7 before tax. I understand this isn't "a lot" to complain about, however, it's ridiculous and infuriating to be called a wrong name in the email directed to me and then giving a generic answer on repeat everytime I contact. The amount of people who have had this same issue is outstanding, you shouldn't punish your customers for your company's mistakes.Business response
03/12/2022
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
03/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On March 1, ********************************************************************* make. One from Uber in the amount of $25 and the other from Uber Eats in the amount of $30.38. The number to contact Uber regarding the matter does not offer a live person. I also have incurred overdraft fees in the amount of $74 due to the fraudulent charges to my bank account.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.
Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took a cab on March 1st, the trip total was $8 and the driver went out of his way and had to pay toll to get me back to my house. After contacting Uber for the mistake, they said they were refunding me the money. Now I see two charges over 50 dollars for a mistake I didnt make. Cant get in contact with no one to help me.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.
Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Personal items stolen and used for Uber eats and Lyft on my accounts and they wont refund me my money at all and Ive contacted them over 4 times to manyBusiness 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.
Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had $115 amex benefits credit on my account. After the purchase of $74.15, my credit $40.85 was gone.From the attachment, you can see I had $10*7 + $15*3 = $115 in total Amex Benefits credit.After the purchase $74.15, I should have $40.85 left but it is gone from my acconut.From the receipt can also tell something WRONG from Ubereats side, it should said $74.15 Amex Benefits applied to my purchase not $40.85.PLEASE REFUND MY CREDIT ..Business response
03/29/2024
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
03/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9/28/21, I was given a free 6 month UberEats Pass because of Hulu. On 12/28, Uber tried to charge me for the pass but the card was expired. I reached out because I knew I was not supposed to be charged, they told me not to worry because I was still in the free period. On 12/28, my trial was cancelled and the app said I would have to pay. I reached out and was essentially told they dont know what is going on but will reach out with solution and I would be refunded for any fees I was incorrectly charged. I continued to use the app under the guise that they were working on it. I have reached out several times since then. It is now 3/2, my free trial was supposed to end on 3/28 (I have screenshots), and I still have not been given a solution. Every time I reach out the answer is that they are working on a solution and then I am disconnected from the chat. It has been months and there is no reason for this length of time to go by without update. They are not working on a solution they are ignoring my issue. I was entitled to a 6-month period of the pass without being charged, which is what they agreed to. Now they have no number or any other way to contact them except through the app and refuse to provide a solution. Now, I do most of my business through DoorDash because of the horrible customer service.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.
Initial Complaint
03/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Sunday, February 27th, 2022, Uber Eats customer service (over the phone) provided someone with my order history and information, including items ordered, address, last four digits of the credit card used and time of order placed. This was not authorized by me. The call to customer service was not initiated from my phone. The caller gave the support agent my phone number and asked about a recent order. The service agent provided the information freely. This is a blatant privacy breach.I have been trying to rectify this for 3 days now and I was ensured that my account would be deleted and the deletion would be expedited. This never happened. I was also told that should someone call uber eats customer service again, and it was not me, no order information would be provided. I am aware the the individual has since called back and received further information about my account. Since then the same person has been able to call Uber Eats at least 3 more times to get private and, at least to me, sensitive information on my past orders. Because of this, On march 1, 2022 I decided to call Uber Eats myself from a phone number not associated with my account to see if information on my account would be freely given without verification that it was me asking (at this this time, all the customer service agent asked was if this ( I) was ***************************". Again, this was 2 days after I filed my complaint, Uber Eats was still providing sensitive information about my account without any verification if it was me . This is unacceptable and concerning. I have asked for my account to be deleted and to expedite the process, this has not been done. I've requested a plan of action to alleviate my concerns and answer my complaints, as I feel a serious and significant privacy breach has clearly happened. Uber has not responded. I need BBB help to alleviate this problem.***************************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.
Initial Complaint
03/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a $100 gift card for Uber eats on January 4th from some coworkers when my baby was born. They sent it over email. When I tried to put the money into my account, an error occurred. When I initially attempted to reach out to customer service, they told me that the gift card had already been used. I asked for more information and none was given. This was false. I reached out to customer service a 2nd time. They said that they were working in it, and nothing was ever done. I would like my account correctly credited with the $100 that was either lost or fraudulently stolen.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
Initial Complaint
03/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order through the Postmates app. A promotion for 20% off my order was advertised to me on the main screen on the app. I clicked apply on the promotion and then went through the list of merchants available for the promotion and chose one. Ordered my food & the promotion was never applied. Upon noticing this, I initiated a chat with customer service to try and resolve this issue. Two separate support agents told me that they could not help me until my order was complete so I had to wait. One said they would forward my issue to a superior and I would hear back via email. I heard back hours later and was told that it appears this promotion doesnt actually exist even though it is literally a postmates promotion being advertised in the app and STILL showing up when I go into the Postmates app. I followed up with confusion and a screenshot of the promotion I was talking about and was told that in this case they are not able to issue a refund for the promotional value. I find this ridiculous. A promotion was advertised, I used it, and there was an error on their part. This promotion should be honored and I should be refunded the 20% for the promotion. The customer service experience was absolutely horrible and unhelpful after speaking to 3 separate support agents.Business response
03/12/2022
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
03/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1725 3rd St
San Francisco, CA 94158
Business hours
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Customer Complaints Summary
14,429 total complaints in the last 3 years.
5,412 complaints closed in the last 12 months.
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