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UberHeadquarters
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Complaints
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Subject: Formal Complaint and Demand for Escalation Uber Ride in Italy Uber Italy belongs to Uber USA therefore I contact you: Dear Uber Customer Service, I am writing to formally demand that this incident be escalated not only to a supervisor but also to a manager at Uber. I have been a loyal Uber customer for years, as evidenced by my usage in New York alone, where I completed over 20 rides in July. As a frequent business class traveler, I choose not to drive and self-park, nor do I book standard taxis. Instead, I specifically opt for Uber Black for its high-end cars and professional drivers, particularly in Italy, where I often use the service in conjunction with ******** chauffeur services. For today ride, I booked an Uber Black ride for approximately €85. Upon greeting the driver, his first inquiry was about the type of car I had booked, asserting that it was a van and questioning whether I had paid for it. Despite explaining that there were only two passengers with three pieces of luggage, he insisted on an additional charge and claimed he could leave us without taking us to the airport, stating that he had the power to do so. His demeanor was aggressive and confrontational. While loading the luggage, he remarked, "You did not want to pay more; you always want to save money." Both I and my fellow passenger were shocked by this statement. I explained that if I needed to save money, I would drive my own cars. This comment, which questioned my financial choices and attacked my social status at 5:00 AM, was completely intolerable, unethical, unprofessional, and contrary to acceptable conduct. We were deeply offended and expect immediate corrective action from Uber management. As an initial measure, I demand that this driver not be compensated for this ride. I await further actions from Uber management. Best regards, Dr. Alan S********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:
- Answered
On 10/24/24 I ordered through Uber Eats online a ******** meal and the order charge was 36.01. When it was time for the order to arrive it did not come and I started to get messages from Uber Eats that they could not find a driver to deliver. This went on for quite some time well after 6 p.m. and the order was for 5:25 p.m. I did not want to continue waiting and requested to cancel since they could not find a driver to deliver. They came back and told me they were canceling the order with pay. They refused to give back my money and refused to find a driver to deliver the food. I want a refund immediately! This company is a thief. Do not use Uber Eats! What kind of company cancels your order because they can't deliver and charges you for the food they cant deliver? Answer is a thief!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
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for bojangles and uber eats took my money without providing the service I order $28.28! At 8:46pm cst! I called and spoke to a Jam…who told me that he can’t do nothing for me but have someone reach out about it! No manager to talk to after asking 1000xs! No escalation number, no complaint number no due diligence done!! And kept denying me a resolution just saying they don’t see any trans!!! But UBER EATS system some said “use other payment profile” *** does that mean!! The associate tried to tell ME how to speak about my money, then I told him if you don’t like it hang the **** **!!! HE DECIDED TO NOT HANG UP BUT TO PROVOKE AND ANTAGONIZE ME BY SAYING IM WARNING YOU (like I’m a ******* child) AND THEN PROCEEDED TO TALK ABOUT MY MOTHER!!! Saying is that why your mother said something!!! I need him fired poor customer care!! And he should have hung up with a told him to ******* do that!!! Instead he choose to represent Uber eats as a racist, woman hating clown!! I will sharing this recorded call with my peers and lawyer! He also used racial slurs towards! I need monetary compensation in addition to the money Uber Eats Stole from me!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
10/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 10/23/23 I paid Uber Eats $27.67 for an order from "Fresa's" that I did not receive. I reached out to customer support chat within the same 60 seconds that I placed the order to cancel due to the order having the wrong address and the first representative told me I would be charged for the order and I didn't understand why I would be charged if the order was just placed. Instead of providing an explanation or offering to reach out to the driver, the representative was rude and unhelpful. Because of this, I called customer support number and the second representative that I spoke with said she updated the delivery address with my driver and the driver waited until the order was picked up to cancel and say he wouldn't deliver. Had the driver reached out to me when he received the updated address before picking up the order, I could have picked it up myself. Instead, he canceled and kept the food and I was charged full price for a meal that was not delivered/ never received. I tried to speak with a manager and instead the support agent said I'd have to wait and the manager would call back in one hour. It has been well over an hour and I haven't received any call.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 *************Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Good day. My mother today asked for Uber ride from her phone. It was all good and the car was coming. When the car arrived , my mother (72 years old) had to way to the car. When she came to the driver , he became screaming and saying ‘Russia go’. And more than that , he declined her ride so she felt really bad and be use of her heart problems her pulse went up and felt not well. She ordered another Uber but when I was at work unfortunately I was not able to do anything at this point. In my own experience and opinion, this is not to suppose to happen at first place in regards to my mother as she is the kindest and sweetest person and always even not knowing English , alway says ‘good morning’ , ‘thank you’, ‘goodnight’. I am going to attach pics of the Uber car and her order she made today. Please make sure that this driver either suspended or fired for his behavior! I appreciate all your assistance and cooperation in this matter. It’s not about money but humanity and respect to elderly woman! Please email me any information you might need from me and my mother. Greatly appreciated! AlexeyBusiness 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
There is no actual response except they will contact but still nothing else
The driver did not agree to take my mother home her cane, laundry bad because she is Russian !
That’s unacceptable!
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 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
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 20,2024 I placed an order on the uber eats mobile application for ********* location on SE military I ordered four drinks, a ham and swiss baguette and two mummy cookies. I received the four drinks, a grilled cheese and no cookies. I contacted them immediately. I submitted the picture evidence of the items I received. Uber support has denied my refund for the two cookies totaling 8.30. Furthermore they attacked my integrity by saying I have violated their refund policy. The day before I ordered and the order was cancelled. I placed the order again and the delivery person was not the same person in the photos. I advised uber right away uploaded pictures, and they stated they would speak with him. Someone who has not been through background was handling my food. This was a safety issue. This was a larger refund and it is apparent uber is punishing me for the lack of training and unprofessionalism of their platform. I have only requested a refund when items were missing. Uber support refused for me to speak to a supervisor, manager or director after asking repeatedly. I would like my refund for the two cookies I did not receive in total $8.30.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
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
my order from ****** never came. the driver called me, hung up after 1 second and drove off. support was helpful at all. the customer service was so rotten its unbelieveable. i simply want a refund because they never provided me with any service.Business response
10/29/2024
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
10/29/2024
Complaint: ********
I am rejecting this response because: i have tried for hours to work with uber in app support. they either pretend the connection is bad and dont respond, or continously give standard replies that dont address the concern at al! they keep telling me either a) that according to their records the order was delivered. however they dont provide the usual picture of the order delivered. (because it wasnt). or b) that the driver attempted to contact me and. that is also false, he hung up and drove away. this company deserves the worst possible rating for customer service. its not even a conversation. i write one thing, and they just send back a template response. even AI would do a better job.
Sincerely,
Eli *******Business response
11/01/2024
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 *************.Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They charged my card again 10/6/24 for $9.99!! I called immediately and confronted them about the charge it was Uber one supposedly and from there I thought everything was fine. Wrong!!! This has been dragged out another 2 weeks with over 10 different Uber agents, each of them not reading the notes from the previous convo. I also have sent over 20 screenshots proving my case and nothing has been done still. All I do is call and they say that the “specialist” will handle it and they wait 2-4 days to even get in contact with me and resolve nothing.. useless. I’m sick and tired of Uber getting away with this, Uber eats as well with their scam emailed coupons that never work under their ridiculous stipulations. Yet they continue to send them in the emails.. haven’t been offers one time Uber cash or refund.. just been told they can’t find it in their system which Also has nothing to do with me!!! They charged me so they need to take care of it.. Worst COMPANY EVER!! Give me my money!!!!Business response
10/29/2024
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
10/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Uber deactivated my account with a proper explanation, claiming that I have a duplicate account which results I can not use their service, but the point is I never have a duplicate account.Business response
10/29/2024
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
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to go pick up an order from a store location store location did not have the available item. Reach out to Uber to have to order cancel and be compensated due to the issue. When reached out to Uber first was there to a chat message represent in a chat message did not exist to help and disconnected the chat. Followed up with a phone call rep answer the phone called and hung up to only call back to hang up again. Reached out for a third time to speak with a supervisor supervisor would not answer the reason why it will not be compensated and continue to hang up on the chat message as well. Reached out for a fourth time only to get a non-answer via phone call extremely unprofessional and seems illegal for a driver to drive to location and not be compensated due to an error on the stores behalf, not the drivers.Business response
10/29/2024
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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Contact Information
1725 3rd St
San Francisco, CA 94158
Business hours
Today,Open 24 Hours
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| FFriday | Open 24 Hours |
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| SuSunday | Open 24 Hours |
Customer Complaints Summary
14,419 total complaints in the last 3 years.
5,393 complaints closed in the last 12 months.
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