Business Profile

Transportation

Uber

Headquarters

This business is NOT BBB Accredited.

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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
02/06/2025
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.
Placed delivery order and sashimi was missing. Contacted Uber Eats about the issue and they signaled it was not eligible for a price adjustment or refund despite the dish never arriving. I would like a full refund for that item.
Business response
02/06/2025
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
02/06/2025

Complaint: ********

I am rejecting this response because I have already messaged the support team directly and they refuse to solve the issue at hand.

Sincerely,

Andrew D******
Customer response
02/06/2025

Complaint: ********

I am rejecting this response because I have already messaged the support team directly and they refuse to solve the issue at hand.

Sincerely,

Andrew D******
Business response
02/07/2025
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
02/07/2025

Complaint: ********

I am rejecting this response because your in-app support team refuses to help. I have already messaged them multiple times which is why I came here. Please sort this out directly ASAP.

Sincerely,
Andrew D******
Business response
02/08/2025
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
02/10/2025

Complaint: ********

I am rejecting this response because you are simply repeating yourself as you did in the app. I have yet to receive a refund for the item I did not receive. Please help resolve this issue ASAP as I’ve already sent multiple notes in the Uber app.

Sincerely,
Andrew D******
Initial Complaint
02/05/2025
Complaint Type:
Sales and Advertising 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 for delivery on Uber Eats for a restaurant called "Titos" on 1/31/25. The initial delivery time said 20 minutes and once I placed the order, the delivery time went up to 45 min, which I couldn't wait as I was on lunch from work. I cancelled the order and ordered from a different restaurant with a shorter wait time. Upon canceling my order, I got a notification on the Uber Eats application saying I was going to get a refund for $44.38. I didn't think to call Uber Eats as I figured my issue was resolved. I've been checking my bank account over the last week and still no refund, so I called Uber eats Customer service today and encountered beyond rude and unprofessional representatives. I was told I could not get my refund as the restaurant had already accepted my order, when I literally cancelled the order 2 minutes after I had placed it, which I'm sure the restaurant had not started prepping my food for. I would like a full refund, please.
Business response
02/06/2025
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
02/06/2025

Complaint: ********

I am rejecting this response because:
I deleted the application as i will never use them again, therefore no one will be able to contact me through it and I have been in contact with them all day 2/5/25 and spoke to 10 different representatives including a supervisor that was hell to get to speak to and no one was able to resolve my issue. All I'm asking for is my refund of $44.38.

Sincerely,

Melina O*****
Business response
02/07/2025
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
02/07/2025

Complaint: ********

I am rejecting this response because: I need an actual response with a solution not an automated response.

Sincerely,

Melina O*****
Business response
02/08/2025

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
02/10/2025

Complaint: ********

I am rejecting this response because: I want an actual resolution to my complaint and all I'm getting are automated responses.

Sincerely,

Melina O*****
Initial Complaint
02/04/2025
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.
Regarding my Uber Eats order from Crema ******* ******** *** on Feb 2nd. I reached out to Uber Eats instantly the same day because I called the restaurant and they informed me that they did not have all the ingredients and told me to cancel the Uber Eats order, which I did. I did not pick up the order at all. Please issue my refund back to Uber credits that I paid in the amount of $14.97. I did not pick the order up and the restaurant told me to cancel the order because they did not have everything when I spoke with the restaurant over the phone.
Business response
02/05/2025
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
02/06/2025

Complaint: ********

I am rejecting this response because: NOT TRUE. I have not received a response. Please issue my $14 back to my Uber credits for this order. The RESTAURANT told me when I called that they did not have all the ingredients to finish the order. I did not pick the order up at all. I paid with Uber credits.

Sincerely,

Aaron W*****
Business response
02/07/2025

Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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
02/07/2025

Complaint: ********

I am rejecting this response because: I still have an issue regarding my Uber Ride that occurred on October 30, 2024 at 6:59pm. I contacted customer service via the Uber app and through an escalation BBB all within THE 30 DAYS and WITHIN 24 HOURS. The drivers car had an extremely unpleasant smell and I was unable to roll the windows down as well. I had to endure this smell for over 30 minutes and spent $71.28. This is unacceptable! I am requesting this ride to either be refund as Uber credits or back to my original payment method.

Sincerely,

Aaron W*****
Business response
02/08/2025
Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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
02/10/2025

Complaint: ********

I am rejecting this response because: I STILL HAVE NOT received an message regarding my Uber Ride that occurred on October 30, 2024 at 6:59pm. I contacted customer service via the Uber app and through an escalation BBB all within THE 30 DAYS and WITHIN 24 HOURS. The drivers car had an extremely unpleasant smell and I was unable to roll the windows down as well. I had to endure this smell for over 30 minutes and spent $71.28. This is unacceptable! I am requesting this ride to either be refund as Uber credits or back to my original payment method.
Sincerely,

Aaron W*****
Initial Complaint
02/02/2025
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.
The delivery driver did not grab the second bag (the bag was labeled one of two), so I am missing two food items - the cheese danish and cake pop. I went to their help section to let them know I am missing both items, but they told me I am not eligible for a refund. This is an absolute injustice and it is illegal for them to charge me for items I never received. I would like a FULL refund for this order.
Business response
02/03/2025

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
02/02/2025
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.
I placed an order on Uber Eats (1/31/25) for a breakfast sampler and a milkshake from **** on Ponce in Atlanta, GA and I only received the breakfast sampler. When I asked the driver where my milkshake was, he said they didn’t give it to him and that he would let them know to refund the milkshake. I went on the app and reported that I did not receive the milkshake and I received a canned response that my order wasn’t eligible for a refund. The next day I went to the **** and they said they don’t even have ice cream and that I had to get a refund from who I ordered it from. Why are items even available to order if the restaurant doesn’t offer them? That is a scam. I simply want a refund for something I paid for that I did not receive.
Business response
02/03/2025

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
02/01/2025
Complaint Type:
Sales and Advertising 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 was looking for a new vehicle to drive Uber in Honolulu. Before i purchased my vehicle i inquired through Uber's chat if the vehicle i was purchasing was eligible to drive in Honolulu for passengers. I told them i need to be 100% sure since i was ordering this vehicle. They assured me it was eligible. Their website confirmed this as well as they listed the vehicle i was ordering as eligible. I ordered the vehicle in October 2024 and was finally able to register it on 1/27/25 in Honolulu. I then signed up to drive Uber with it only to be told by the app it was not eligible to drive in Honolulu. I reached out to them by phone and even the agent was confused and said it was an eligible vehicle in my city. She "escalated" my issue and i received a couple more messages saying they were sorry and will continue to "escalate" the issue. Now i'm stuck with a brand new vehicle that i only purchased for the purpose of driving Uber. What is my recourse? I'm still waiting for a resolution from Uber regarding the "escalation" of my case. FYI. The vehicle i purchased is a 2025 Rivian R1T (pick up truck). Uber related to me that Hawaii legislation was passed in 2023 to not allow pick up trucks to be used for Uber. Was this my responsibility to know? I feel like i went above and beyond by asking uber directly with an agent as well as confirming from their website that it is eligible. In fact as of this message, their website still indicates that it is eligible in Honolulu. Please help!
Business response
02/02/2025
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
02/01/2025
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.
On January 31, 2025, I placed an order through Uber Eats. The driver delivered it to the wrong building, and although I ordered four drinks, I only received three. Additionally, one of the drinks had spilled inside the bag. I contacted Uber Eats through the app, provided a photo of the restaurant’s printed receipt (which clearly shows only three drinks), and included photos of the spillage/damaged item. Despite this, they informed me that my order isn’t eligible for a refund.
Business response
02/02/2025

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
01/31/2025
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.
Please see photos. They never delivered the goods purchased, and then proceeded to tell me that they cannot provide a refund due to suspicious activity. This is even more concerning because of my data, privacy and information. I disputed with my bank, and then they proceeded to withdrawl from my wallet funds in retaliation, stealing from me a second time without ever receiving what i paid for. I have called every single week for a month and their customer support is not real, they say they cannot help you and cannot transfer you, making them completely pointless.
Business response
02/02/2025

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
01/30/2025
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.
Second time I've been charged waiting fees that are the fault of Uber
Business response
01/31/2025
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
01/31/2025

Complaint: 22876511

I am rejecting this response because: You Uber forced me to pay wait time fee's, that were your fault not mine! Not acceptable!

Sincerely,

******* ********
Business response
02/01/2025
Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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
02/03/2025

Complaint: 22876511

I am rejecting this response because: you did credit me $1.00 something on an Uber error where driver asked me for my PIN number? This for over $4.00 charge where the original Uber driver cancelled & you looked for another driver. You sent a Lyft driver without my knowledge, driver had a Lyft sticker on their windshield, and the driver did not speak English. How was I supposed to know a Lyft driver was going to pick me up? Waited out in the cold!

Sincerely,

******* ********
Business response
02/04/2025
Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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
02/04/2025

Complaint: 22876511

I am rejecting this response because:

Sincerely,

******* ********
You haven't paid my over $4.00 wait fee back that was Uber's fault not mine! Again original Uber driver cancelled that you informed me, text said you were looking for another driver. I was waiting outside in the snow & cold! I received another text from Uber another driver was on their way. I walked outside where I always wait for an Uber driver. Lyft driver with a large Lyft sticker on windshield drove by, I waited in snow & cold. Received a call from someone I could not understand (no English) finally started walking the complex. Found the Lyft driver who originally drove by me, I'm standing out in snow & cold, finally Lyft driver turned the map to where I was going to communicate. This wait time is in Uber.
Initial Complaint
01/29/2025
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.
On September 19, 2024, I placed an order through Uber Eats from Bareburger, which included a burger, a side of fries, and honey Brussels sprouts. Upon receiving my order, I noticed that the fries were missing. I immediately reported the issue through the Uber Eats app on the same day, requesting a partial refund for the missing item. Despite providing photographic evidence, my refund request was denied twice. I did not receive the full order I paid for, yet my refund request was not honored. I am seeking a resolution for this matter, as I believe I am entitled to a refund for the missing fries.
Business response
01/29/2025

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
01/29/2025

Complaint: ********

I am rejecting this response because I have contacted you guys through the app multiple. I never get connected to a real person. I have proof that a refund is needed for an item I didn’t receive.

Sincerely,

Kierra S********
Business response
01/30/2025
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
01/30/2025

Complaint:
I am rejecting this response because I have not received the items that I paid for. Customer service is not helpful. I’m asking for a refund.

Sincerely,

Kierra S********
Business response
02/01/2025
Hi,
Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regards 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
02/03/2025

Complaint: ********

I am rejecting this response because: I didn’t receive an order. I need my refund please thank you. Already submitted the evidence. COntact the uber diver. You have no reason to not give a refund

Sincerely,

Kierra S********

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BBB Rating & Accreditation

B-

This business is not BBB Accredited

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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

14,430 total complaints in the last 3 years.

5,421 complaints closed in the last 12 months.

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