Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered food on Uber Eats, as I have done dozens of times, however there was a significant issue with my order. That's fine, it happens, so I contact support to get a refund for not having received the items I requested. Instead of refunding my money, I was told my order was not eligible for a refund with no explanation. Upon citing their refund policy, they closed my request without answering. I would open it again and ask for a response, and they would close it. As such, I called their number and they told me to create a new email support request and inform them of what happened. I was told I would have a response likely in 6-12 hours, and at most 24 hours. They have now ignored me for a significantly longer time than this. This is illegal behavior; offering a product to your customer, and refusing to refund it when not received.

  Business response

  01/23/2025

  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

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have now gotten two responses, however they are giving differing information. Please see the attached screenshots. One person is lying by saying I did not reach out within 48 hours, when I did reach out within < 1 hour, and the other said my refund is processing yesterday. I think both are lying because I still have not received my refund, or any indication that it's arriving.
  
  Sincerely,
  
  Matthew K********

  Business response

  01/25/2025

  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

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Unsatisfactory Resolution – UberEats Order Cancellation Dear Better Business Bureau, I am writing to formally lodge a complaint against UberEats regarding a recent issue I encountered with their service. On 1/20/2025, I placed an order through UberEats with Regal Seafood and drove 30 minutes to pick it up. Upon arrival, I was informed by the restaurant that the order had been canceled. I immediately contacted UberEats customer service, and while they processed a refund, I was disappointed to learn that this was the only resolution offered. The refund does not adequately address the time and effort I spent, totaling an hour on the road. I believe that additional compensation in the form of store credit or a gift card would be a more appropriate resolution, given the inconvenience caused. I am requesting your assistance in resolving this matter satisfactorily. Thank you for your attention and support. Sincerely, Stacey Cheung ************

  Business response

  01/21/2025

  
  
  
  
  
  
  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

  01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have not heard from ubereats. They did not contact me.
  
  Sincerely,
  
  Stacey C*****

  Business response

  01/25/2025

  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 *************.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can’t pay with ***** on Uber app. It keeps sending expired validation resetting.

  Business response

  01/22/2025

  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

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  No one has contacted me. My ***** was declined several times. I have Proof. When I call or on app I get no help. They are Lying.
  Sincerely,
  
  Lise S****

  Business response

  01/25/2025

  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 *************.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used uber eats for my restaurant since December 31, 2024. We still have not received a payment. First payment should have been 7 days from the first sale. I started contacting Uber eats on January 10th 2025. I have called, used the chat, and emailed as directed to do. Still no resolution. We a filled orders to customers under uber eats with no payment. I finally received a email stating I am not the administrator, the admin has 72 hours to approve. I AM THE ADMIN all the information is myself and only myself. I am the business owner, I set up the account, and I’m the only contact. It starting to feel fraudulent at this point.

  Business response

  01/19/2025

  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

  01/24/2025

  
  Complaint* ********
  
  I am rejecting this response because:

  I have reached out SEVERAL times, when reaching out by calling I was told they could not discuss over the phone only via email. I have sent SEVERAL emails, if you look at the dates, it’s way past the 24th a. Then I reached out through chat with an agent, that pulled up my account, he could see the sales with the account information I gave him. I was told by the gentleman that he could not do anything further because it’s through via email. I reached out again to be told I was not the administrator and permission was need for me to move forward. I was totally outdone at this point. Uber reached out to me AS THE BUSINESS OWNER to try their services. I’m the only contact the only information that they have, but told I wasn’t the administrator, if I’m not they need to inform me who this mystery admin is. This is when I reached out to you. It really blows me how they can’t send me my money, I’m not the administrator yet I get daily calls telling me my uber tablet is off. Yes it’s off and staying off. We have served customers with no pay. Food is not free it is expensive, we are a new business of 6 months and I want what is due. So NO it needs to be handled here, because at this point it feels like a fraud.
  
  Sincerely,
  
  Cherie C******

  Business response

  01/25/2025

  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

  01/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: I received documents to sign set to expire 1/28 I tried to sign the docs on 1/27 to find a message that uber voided the documents. Then I received a call and was unable to answer at work, Uber left a message to call with a reference number. I called and was on hold a total of 1 hour 1/2 being transferred not 1 time but 4 times, to only be left on hold on the last transfer. I have sent the screenshots of the orders that are unpaid. At this point add it up and mail a check to y home address. THIS IS RIDICULOUS! Uber owes me and should just pay me. We are a new business of only 6 months and have given free food out at this point, that we had to pay for. Send me my money that is owed to me. Uber should be penalized for this type of service or non service. ITS SIMPLY WRONG. 
  
  Sincerely,
  
  Cherie C******

  Business response

  01/29/2025

  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 *************.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday 01/12/25 I cashed out my Uber account at 3:17 pm . I was notified my cash out was successful. Now its 01/15/25 been to the bank twice got a statement . My amount of $598.37 is not in my bank account !

  Business response

  01/16/2025

  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

  01/16/2025

  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

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 31, 2024, at 6:16 p.m., I had ordered food from ******* ********** through Uber Eats, but my order was messed up and I tried to get help. I had contacted Uber Eats in the app, because they did not have a contact number for me to call. I had to take pictures of the order and show them what was incorrect. The number that was on the receipt was (*************. I called that number three times, and it asked for a code that I did not have. I tried calling the ******* ********** where the food came from, but I could not get anywhere with anyone because I kept getting the same mainline instead of the extension I was being connected to and gave up. I went to try to see another way to contact Uber Eats when I got an email from their support that said I would get a refund processed to my original form of payment for the entire order. I was waiting from that date all the way until today, January 10, 2025, to get my refund from Uber Eats. However, I did not get a refund, I was given a partial refund from the order because I saw that there was Uber Cash, $14.62, given at the same time as the support email was sent to me. The tip for the driver, $8.97, who delivered the order, was deducted from that Uber Cash, leaving $5.65. From December 31, 2024 to January 10, 2025, the amount of $94.07 was pending until Uber Eats completed the transaction for $85.10. Once I saw that notification, I searched ****** to see if I can find a customer service number that I called. The representative, **** answered the phone, and I explained what happened. He said on his end because he did not see a phone conversation there was nothing he could do, and Uber Eats have a 48 hour grace period. I told him there was no number in the app and I had to contact support within the app to get some assistance. However, he said there was nothing to be done. I requested to speak to his supervisor only to be told that I would get a call back.

  Business response

  01/12/2025

  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

  01/12/2025

  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,
  
  LaTrese H*****

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order for Uber Eats to deliver Costco groceries on January 5th 2025. I got charged twice from them currently, one as a pending charge, and one as a charge that was posted to my account. I chatted on January 6th to Uner Eats and got told the charge was voided and would be removed within a few days and to chat back if it wasnt. I’m chatted back yesterday and got the run around with no resolution, and my bank cannot do anything as Uber used two different authorization numbers for this pending charge. I have meds and food I need to get and this pending charge is preventing this, but Uber Eats will not expedite this process and is hust running me around

  Business response

  01/10/2025

  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

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have tried multiple times to resolve this within the app. But the thread gets closed each and everytime without resolution and I cant type back any more. It has happened twice on two different threads
  
  Sincerely,
  
  Bradley B*********

  Business response

  01/10/2025

  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

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: this is not resolving the issue and provides me no insight on the next steps that will be taken to rectify the situation
  
  Sincerely,
  
  Bradley B*********

  Business response

  01/12/2025

  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

  01/13/2025

  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,
  
  Bradley B*********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a paying Uber One customer. On December 10, 2024, I ordered a steakburger and 2 quarts of frozen custard from ******** ****** ******* and ************ in West Columbia, SC using Uber Eats. When my order arrived both quarts of frozen custard were missing. Before he left I pointed that out to the driver but he never went back to get the missing 2 quarts. I immediately lodged a complaint with Uber Eats but the AI response stated these items were not eligible for a refund. I then escalated my complaint and was informed that customer service would get back to me within 2 days but they never did. After a few days I contacted customer service again and received the response that I waited more than 48 hours to lodge the complaint and they would no longer honor my request for a refund. That was totally false because I contacted customer service within minutes after gettingg the order with the missing items. I feel they used a 'loophole' by delaying their response, thus making my request invalid according to their point of view. The total amount of money they refused to refund is $20.90 plus tax and related charges. This was not the first time this happened with them. On August 15, 2024, I ordered a steakburger and 2 quarts of frozen custard from ******** ****** ******* and ************ and they didn't deliver the 2 quarts of frozen custard and despite my complaint Uber Eats refused to refund my money. I complained to my credit card comppany and received a credit back, but then Uber Eats prevented me from using their services until I paid them back, all the time I was still a paying member. I was forced to do this but I strongly think they are guilty of theft of services and unethical business practices.

  Business response

  01/09/2025

  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

  01/09/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do not yet see any messages in my Uber app, so I'm witholding accepthing Uber's settlement proposal for this case until I get a response from them.
  
  Sincerely,
  
  Martin E***

  Business response

  01/12/2025

  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

  01/13/2025

  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,
  
  Martin E***

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Uber Cash gift card of $200 was purchased for use in my account. I attempted to use it and the app did not let me use that. The company would not resolve or recredit the amount for not able to use the funds and keep staring that they will escalate to a someone who will not resolve my issue. In short, they are withholding my ability to utilize my funds and without resolution process

  Business response

  01/07/2025

  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

  01/11/2025

  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,
  
  Jayshree M****

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 5th 2025. An uber driver canceled a ride on me. Inwhich the 1st driver had enough time to get me to work before 7am. The 1st uber driver was 10 mins away which would of gotten me to work at the Reading Hospital at 6:58-6:59. But that driver canceled my ride. So the 2nd driver picked me up at 6:57 am. Drove slow even though I stressed about other driver making me late for work. How can these drivers keep doing this? I make sure I setup pickup time 10 mins before 7am everytime I order an uber. It's just that uber has no way of filing a complaint.

  Business response

  01/05/2025

  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 *************.

*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. ↩