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
11/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/19/2024 I placed an order from ****** ******* Pizza containing pizza, breadsticks, pizza puffs and three sauces. My sauces did not come. I said in the app my sauces did not come and they did not issue a refund. I went to customer service and spoke to someone who told me because of policy I couldn't get a refund. I asked what policy and he ended the chat. I reopened the chat and got the same agent and asked again, and he ended the chat. I got a new agent who told me the same thing and ignored that I continued to ask what policy. My fourth agent transferred me to a team that asked for my receipt. I showed it to them and they said the order looked fine, I could not get a refund, and they closed the chat. I cancelled my Uber One membership and will be ending my use of the service- I do not think it is unrealistic to expect a refund for missing items that I paid for, and am completely frustrated by the lack of support.
Customer response
11/20/2024
Hello,
I recently submitted a complaint about Uber not refunding me for my missing items. I was able to get my refund through ****** since I used them to pay for the order, so I no longer need to seek a refund through my complaint.
Thank you,
Katie D****
Initial Complaint
11/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Monday 11/11/2024 I ordered food from Panera bread. The two meals I ordered were both incorrect. The restaurant made a mistake NOT UBERS FAULT. When I made the order I tipped $3. The food was delivered courier was good I had no issue with the tip. However after I disputed the incorrect food uber gave me a credit of $5.19 for the incorrect food. Then about 40 or so minutes after everything was resolved whatever system uber uses tipped the driver a second time without my consent making the driver receive $6 instead of $3. I’ve contacted customer support and they keep telling me I only get an hour to fix my tip, but my argument is I didn’t make the tip so why would I know to go look for and remove it? I keep reopening the ticket everytime they close it and I’m getting no where. I’m trying here to be made whole. I find it obnoxious that the cx support team couldn’t credit $3 and are instead supporting their systems stealing money from me.
Business response
11/19/2024
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
11/19/2024
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,

Robert G********
Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We took a ride from YYZ to home on November 16th around 9pm. We tipped the driver $10 during the ride but when we got home it says “no tip added” so we thought it didn’t go through. We proceed to re-entered the amount again.Uber ended up taking $20 from us. We contacted support team right the way and gotten a reply 3 days later. the first person is not helpful at all. She sent a generic reply without even reading the story. The second support person told us we can edit the tip but only within 1 hour after the ride. This is untrue because the tip editing options was never available for Uber ride, unlike Ubereat. Please kindly refund the extra tip as this is completely unethical.
Business response
11/19/2024
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
11/19/2024
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,

Cherry ***
Initial Complaint
11/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Uber (specifically UberEats) is refusing refunds for orders that I did not receive/were missing items. I attach photo evidence each time and I am constantly told I am "abusing the refund policy". It seems ridiculous that they are completely blocking customers out of refunds just because Uber continuously makes mistakes on their end.
Business response
11/20/2024
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
11/20/2024
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,

Kathryn G********
Initial Complaint
11/09/2024
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.
Never received half my order, this seems to be a constant problem with their drivers and the company did nothing but say they would "send my concerns to a special complaint review" I want my money back, plus tip. Did not receive the burger, so want the price of the meal, tax, and tip. Plus some other credit as well to make this right. I pay for this service monthly and I shouldn't have to worry about their drivers not following directions, leaving order items behind or outright stealing the food!! Please see order details below. Total $68.73 November 8, 2024 Thanks for tipping, Iris Here's your updated receipt for ******* ***** & *** (**** ** ******* ****.). Total $68.73 You saved $10.01 on this order with Uber One and promos 1 Dip Trio $12.39 Chips Chips $0.00 Selection 1 Fresh Salsa $0.00 Selection 2 Fresh Salsa $0.00 No Fresh Guacamole $0.00 Selection 3 Fresh Guacamole $0.00 No Skillet Beef Queso $0.00 1 Steak Fajitas $25.29 Served with pico, sour cream, cheese & salsa. Guac upon request. No No guac $0.00 Add guac $0.00 Topping House-made Pico de Gallo $0.00 Peppers & Onions $0.00 Tortilla Flour Tortillas (4) $0.00 1 Oldtimer® w/Cheese* $18.49 Protein Beef Patty (All-Natural 100% Beef) $0.00 Temp No Pink $0.00 Bun Choice Bun $0.00 Cheese Cheddar Cheese $0.60 Condiments Mayonnaise $0.00 Mustard $0.00 Topping No Garlic Dill Pickles $0.00 Lettuce $0.00 Sliced Tomato $0.00 Diced Red Onion $0.00 Bacon (2) $2.60 Side Fries $0.00 Subtotal $56.17 Service Fee $9.22 Priority Delivery $3.99 Tax $4.21 Tip $5.15
Business response
11/17/2024
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 *************.
Business response
11/17/2024
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
11/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I use Uber Eats to order food from a merchant that they deal with. They forgot the bagel with cream cheese in my order. I reached out to their support to say look I did not get this item I paid for they said sorry this happened but we’re not refunding you. This happened several times with UberEats that part the order is missing or wrong. They do not care that you paid for an item and never got even though I show them photographic evidence That I did not get an item and they still say sorry you didn’t get it but we are not refunding you for that item.
Business response
11/17/2024
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
11/17/2024

Complaint: ********

I am rejecting this response because: no one has followed up

Sincerely,

Deanna S*****
Business response
11/20/2024

Hi,
Thank you for reaching out to Uber Support*
Our dedicated team has previously followed up with you via in-app support in 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
11/20/2024
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,

Deanna ******
Initial Complaint
11/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a complaint regarding an unsafe experience I had with Uber. For the last 10 weeks, I’ve used Uber daily for work, totaling over 50 rides and spending more than $2000. However, my recent experience was highly distressing and made me feel genuinely unsafe. This ride occurred yesterday November 8th. During the ride, the driver went on a continuous, intense political rant that included disturbing conspiracy theories. For 30 minutes, I felt pressured to agree with the driver just to avoid conflict and protect my safety. I felt trapped and was left feeling deeply uncomfortable and fearful for my well-being. I reported this experience to Uber, expecting them to acknowledge the severity of the incident and issue a full refund for the ride. However, Uber’s response was inadequate; they offered only a $5 Uber Cash credit, which does not reflect the level of discomfort and fear I experienced. I requested a reconsideration, explaining that the $5 credit was insufficient, but Uber declined to take any further action, citing policy limitations. As a long-time customer who has invested substantially in Uber’s services, I am disappointed by their lack of accountability in addressing a serious safety issue. Uber’s response has made me question their commitment to rider safety, and I am now considering alternative ride-share options.
Business response
11/13/2024
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
11/14/2024

Complaint: ********

I am rejecting this response because:
Hello,
I reached out regarding my recent experience with an unsafe ride, and I was informed that a dedicated team would follow up with me via the app. It has been five days since my last message with support on the Uber app, and I have yet to receive any further communication.

I’d like to reiterate that the experience was very distressing, and I am seeking a full refund for the ride as an acknowledgment of the discomfort and fear I felt. Please confirm when I can expect a response from the escalation team, as I am hoping to resolve this matter promptly.

Thank you for your attention.

Sincerely,

Jacob G******
Business response
11/16/2024

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
11/19/2024
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.
Uber fully refunded me in the app.

Sincerely,

Jacob G******
Initial Complaint
11/08/2024
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.
On 10/1/24, I ordered food from "Uber Eats" from ******* resta****t $106.95 and then cancelled a few minutes later due to having to change a few items with in the order. On the Uber Eats application, it showed order "Cancelled". No where on the Application did it state that I also needed to call Uber Eats to request a "refund" for my cancelled order. I then placed a new order for same resta****t ******* for the items I forgot on the initial order and was charged according. I was in the process of moving from one State to another and was not able to check my credit card statements untill recently 11/7 for the month of October 2024. When I noticed the credit card statements charge of $106.95 for the cancelled order, I immediately called Uber Eats customer service who stated that I should of called with in 48 hours. I informed them that nothing of a warning or advisory has this statement on their Uber Eats Application nor was I notified of this at anytime. Also they stated that 30 days had already passed and that they will "NOT" issue me a refund for the cancelled order which I did not receive nor will they give me store credit. I also have screenshots of the Uber Eats Application with the Order Cancelled of $106.95 and also screenshot of my credit card statement with the charge of $106.95. I informed them that they did not deliver any goods to me and that I should not be charged, especially since I was also in the process of relocating to another state and did not have a chance to review my credit card statement. I informed Uber Eats that this was "Unfair" practice and that I would be writing a letter to the Better Business Bureau and my Senator for fraudulent practices and steeling from "consumers, since I am "retired" and a limited income! Sincerely, Herman D**** ************ haaad****@gmail.com
Business response
11/12/2024
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
11/08/2024
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.
Order was incorrect and inwant my money back.
Business response
11/12/2024
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
11/08/2024
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.
I got an incorrect order, a spicy burrito vs non spicy & an horchata vs a coke They kept spamming an automated message saying they can confirm the order matches the delivery but in what world is horchata supposed to be black? & How does spicy = not spicy? They're illiterate at best
Business response
11/12/2024
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 *************

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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

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Contact Information

1725 3rd St

San Francisco, CA 94158

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Business hours

Open 24 Hours

Customer Complaints Summary

14,423 total complaints in the last 3 years.

5,397 complaints closed in the last 12 months.

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