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
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1. October 31st, 2024 - November 5th, 2024 2. $31.42 3. Delivery of food order from ********* ********* ******* 4. Did not receive one of the item, Cajun fries - Medium size, $6.99 individual cost, note did use a 40% off promo, there *ould still be GST, and service fees. Used their in app help, sent pictures of the order sho*ing *hat I received, no fries there. Took a day for the response *as advised that the information provided matched the delivery, order not eligible for refund, photo sho*ed no fries. *as blocked from further communication via the app and emails. Very difficult to contact them. Managed to find a toll free number, called multiple times, the issues *as to have been escalated, got a response 4 days later at about 2AM MST, *as asked to send photo and receipt. *ithin a minute I received the same response as mentioned previously. Contacted the toll free line again, elevated again *ith the same response *ithin 15 minutes. I also contacted the restaurant *ho also attempted to request a refund, to no avail. I have since cancelled my account. Although it *ould have been a nominal amount, *ould like to have gotten a refund back and an apology for the unsatisfactory impersonal service. Scenario *here it seems like the customer is not right.
Business response
11/10/2024
Hi,
Thank you for reaching out to Uber Support.
Please kno* that *e have a dedicated team that *ill follo* up *ith you via in-app support in regard to your escalation.
Please let us kno* if there is anything further *e can help *ith by responding directly to the message thread in-app or by visiting *************.
Customer response
11/10/2024

Complaint: ********

I am rejecting this response because: Uber is providing the same responses as before and on top of that they are indicating I have gone over the 48 hours *hich I did not. I *ould like my refund back for non receipt of the missing item.

Sincerely,

Ida ****
Business response
11/14/2024

Hi,
Thank you for reaching out to Uber Support.
Please kno* that *e have a dedicated team that *ill follo* up *ith you via in-app support in regard to your escalation.
Please let us kno* if there is anything further *e can help *ith by responding directly to the message thread in-app or by visiting *************.
Customer response
11/14/2024

Complaint: ********

I am rejecting this response because:

There has been no further response from Uber Eats since my last communication that I sent from November 9th. No further action or resolution offered by them, I am still looking for my nominal refund and apology.

Sincerely,

Ida ****
Business response
11/17/2024
Hi,
Thank you for reaching out to Uber Support.
Our dedicated team has previously follo*ed up *ith you via in-app support in to your escalation. *e'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
11/19/2024
Better Business Bureau:

I have revie*ed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Uber Eats has finally agreed to a refund, although it did take multiple communications and over t*o *eeks. It seems they reluctantly refunded the nominal amount. Initially even after the complaint they *ere still sending the same generic and templated responses. In the end they didn’t really apologize but blamed the food vendor as mistakes can happen. I understand mistakes can happen, I did contact the vendor as *ell. They apologized and contacted Uber Eats on their end via their channels to initiate a refund still to no avail.
It felt like basically Uber Eats *as calling me a liar and a scammer. Their customer service is non existent, impersonal, seemingly robotic and likely all outsourced. It shouldn’t have taken me to contact the BBB and even after that several communications to get the nominal refund.
I *ant to thank the BBB for taking my complaint and for the follo* through until the refund *as received.
As the refund has no* been credited to my credit card, I *ill be canceling and deleting my account *ith Uber Eats. I *ill no l***er use their services.

Sincerely,

Ida ****
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/31 I placed an order on the Uber Eats app for ****** Pizza in ****** ****** NJ. The order was taking a while so the app prompted me to call the restaurant which I did. ******* said they never recieved the order so myself and ******* Pizza mutually agreed to cancel it at around 5:40pm. The Uber app did not reflect the cancellation and said it was still being prepared. Around 6:30pm i cancelled the order on the Uber app and was charged $76.46 which was almost the full price of the original order. After chatting with 6-8 agents they all refused to refund me the money even though I received nothing in return. ******* also did not receive money for this.
Business response
11/07/2024
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
11/07/2024
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,

Zachary A******
Initial Complaint
10/26/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Absolutely horrible. I ordered food at 1:30 am that had a no later delivery time than 2:30. A driver didn’t accept the job for 30 minutes. Then 10 minutes later the driver rejected the job. I waited several minutes and no new driver accepted the job. Seeing as this would now push the delivery time much later, and conveniently their “latest arrival time” automatically updates to push it further out, I decided to just go to bed and cancelled the order. Guess what? They still charge you for the order. So, they can alter the “latest arrival time” at will, but if you cancel because nobody is accepting the job, they still charge you. I told the rep to have the order delivered then and they refused. Absolutely unacceptable. I will never us UberEats again.
Business response
10/30/2024
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
10/30/2024

Complaint: ********

I am rejecting this response because:
You offered no resolution, again. You made me go to the app so your support team could reject me in private.
The facts here are that the driver canceled the job. That left you with 20 minutes for a new driver to pickup the job, get to the restaurant and then get to me in order to make it within the “latest arrival” time. The restaurant is almost 20 minutes from my home. Even in a perfect environment you would have missed the window, that is why I canceled the order. When I went onto support after I noticed I was charged, your support team told me to contact them directly in the future to cancel the order to avoid charges. I then told the rep that since I’m stuck paying for it have it delivered , to which I was told could not be done. Conveniently all of the chat history is missing from the app now. I am a repeat customer and I deserve a refund. You are playing games with people’s money, this is not how you conduct business in this day and age.

Sincerely,

Michael ***********
Business response
11/01/2024

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 regards 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
11/05/2024
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.
To clarify the resolution that is not stated here, but is stated in their app, they have agreed to refund me. If I do not see the refund post to my credit card within the timeframe given I will be back here to open my complaint.

Sincerely,

Michael ***********
Initial Complaint
10/25/2024
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 ordered from ***. They had a buy one get one promo on 6 cases of Ghost energy drink 12 packs. I also selected other flavors that could be replaced if the store didnt have the quantity. The courier, without informing me, reduced my quantity from 6 cases to 2, and the two flavors were not the same so I no longer was given the promo code. I have had uber drivers frequently call me to resolve issues like this, but the driver (and ***) did not care despite me being charged over nearly $80 for 2 packs when the initial order was around $100 for 6 packs. I called Uber support and initially the support agent tried to gaslight me and say I had inputted the wrong quantity. When I told him that is a lie and he needs to be accountable and correct the mistake, either by discounting one of the packs or having the courier comeback to return the items, they said they could not do that and all I can do is post negative feedback. He also refused to let me speak to anyone higher up. On a previous food order, there was a mistake and the restaurant canceled a pizza order after it was already picked up. When that happened, the courier had to take the pizza back to the restaurant, despite having arrived to my door with the entire order because the cost of the pizza was already refunded to me. So Uber will make the drivers return items the store if it may cost them money to not do so, but they refuse to do so if it costs their customers money.
Business response
10/31/2024
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
10/25/2024
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 October 25th 2024 the Uber app charged me $95 for an annual fee for usage of uber one however I did not authorize that I did not sign up for it this is complaint number one complaint number two I made it a purchase an order from ****** ******* Chicken restaurant they charged $22 and change one and a half hours later they claimed they couldn't deliver the product they did not refund the money and then informed me that I was well to be honest I was called a few nasty names and told if I didn't like it to sue them Uber one seems to be able to be not communicated with they no longer provide phone customer service and there is no actual way to chat with anyone on their website or app I would like to find a way to get my $96 back please and thank you
Business response
10/31/2024

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
10/25/2024
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 ordered some food from ***, soda and bang. They cancelled my bang without checking for a replacement. They are always forgetting drinks..etc. once I ordered tacos and since they were out of the kind of meat we wanted they brought us empty shells. They don’t remediate any of this..you just don’t get to eat.
Business response
10/31/2024
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
10/25/2024
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.
Uber deactivated my account without providing the proper explaination, I would like to have Uber to take a second look at my case.
Business response
10/31/2024
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
10/25/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with ***** Burgers through Uber eats for pickup. An emergency came about and I had to cancel the order. I spoke with the manager Matt at *****'s and he canceled the order and advised I needed to call ubereats for refund. I did that and ubereats refused to refund. Matt even called to advise the order was cancelled on his end but they would not refund. I would like a full refund as I did not receive the food.
Business response
10/31/2024
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
11/05/2024

Compl***t: ********

I am rejecting this response because:
I want a refund for the goods I did not receive.
Sincerely,

Regina C***
Business response
11/07/2024
Hi,
Thank you for reaching out to Uber Support.
Our dedicated team has previously followed up with you via in-app support in regard 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
11/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to compl***t ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Regina C***
Initial Complaint
10/25/2024
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 ordered ***** *** through Uber Eats, which was offering multiple promotions. The promotions were as follows, create your own pizza originally $19.55 was now $15.60, a free personal pizza with $25 purchase, and buy one get one free breadsticks. I would not have ordered the majority of these items without the promotions. In my cart, the promotions were applied and I was given a total of $43.09 including taxes/fees (tip additional). This is the purchase price that I agreed to. I was then charged full price for all of these items ($73.23), which I immediately tried to address with uber showing multiple photos of the current promotions and what my cart had looked like. They refused to issue any refund. This feels like false advertising which is illegal. I was not charged the price that I agreed to which also feels illegal.
Business response
10/31/2024
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
10/25/2024
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.
My Uber ride was cancelled due to " lost of internet connection". I contact Driver Support and the representative told me to "continue with the ride via ****** Maps and contact Uber when finished to be compensated for the trip. I did that and now Uber is saying they cannot compensate me for the trip and that I pretty much did the trip for free and there is nothing they can do. I asked to speak to a supervisor and she said " she was the highest level of support and there is nothing she can do". I'm very frustrated that they lied to me and now they won't answer. I can provide all the documentation needed to prove everything I said.
Business response
10/31/2024

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

14,422 total complaints in the last 3 years.

5,396 complaints closed in the last 12 months.

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