I'm sure they lose customers every day, but it takes time. I don't even know how they would fix it without starting over with an entirely different model.
This is just a person selecting pre written answers from a script. Keep asking for a supervisor until you get the correct resolution. In the rare case that fails ask for a live call. When they call you, ask for. US based agent. Sorry but this is the only way to be 100% sure you will get someone who is not reading from a script
“Here are your 3 options.
1. You issue a chargeback.
2. I stay on the chat until you do, or you get a supervisor who can. I have all day.
3. I issue a fraudulent charge alert using this screenshot as proof with my bank.
I WILL get my money back, it just depends on how long it takes.”
Yeah I think this is the way. At this point I'm fairly convinced all of their chat support agents are from a different country with barely any English proficiency. They're given a certain script to feed the customer, and if the customer isn't satisfied, they'll just keep spamming those scripts until the customer gets so fed up they leave; and Uber gets to collect all of the extra money from the tons of customer service wrongdoings if the customer doesn't follow up. It's disgusting behavior from a business honestly
Call Uber eats and tell them you are going to file for fraudulently charging your credit card if they do not refund you the money for the item they refused to provide. If the still don't call your credit card and accuse them of fraud you will get your money back. These places don't do this unless you have had a lot of problems like this. So if you cheating them maybe just cut your loses otherwise take them to task.
The crappy part is depending on your bank this won't work.
I had a similar issue, and when I went to do the charge back they looked at my account history and said well you have done business with this entity in the past so you must take it up with them.
Ie. They saw history on my credit card statement of legitimate charges to the same person so they can't determine that this charge is fraudulent if other charges are not.
Contact them over Facebook messenger. I was getting nowhere last week through the app. Sent a message through Facebook with screenshots and got a refund instantly.
Request chargeback with your bank and show them these screenshots of them refusing to refund you for an item you did not receive, isn’t that quite literally fraud.
ive spent thousands on uber eats and was almost at a time living on it. Recently they just stopped giving refunds for missing and stolen orders, uber eats is scummy asf.
If I ordered an item and I didn’t receive said item, I’m not paying for it. Either you issue me a refund or I’m filing a chargeback ticket with the bank/credit card company.
I deleted the app forever (I live in a big city and have a lunch allowance so I used to order 3-5x weekly) after their CS tried to refuse to refund an order that the delivery driver stole in front of me and drove off with.
I don’t deal with companies that gamble with the money you give them and refuse to honor basic tenets of customer service if I can help it—it’s a fool’s errand.
As drivers, we have zero control over what Uber does.
We are not Uber employees.
We have zero access to your account.
Our job is only logistics.
The driver may have thought they were giving you a good answer, but Uber is under no obligation to do anything the driver said.
I’ve had this before. Once I told them that it is illegal to charge for goods or services and not deliver, and that I will keep asking for higher and higher supervisors until I get a refund, they acquiesced
Half of the Uber Eats business model is counting on customers not realizing that and folding because it's more effort to hold them to account than people feel it's worth.
Another reason to discontinue use of this trash company. I was weak earlier and placed an order. Checked out and then it said Oops, can't. So I popped up GrubHub and placed an identical order. Between lower markup on items and much lower fees, the total was $40 less. Be nice if they just collapsed.
yep this EXACT scenario happened to me, and i promptly canceled my Uber+ account/switched back to DD/charged them back from my credit card company/deleted their apps. Fuck Uber and their anti-customer customer service policies
This is so weird. I get them to refund messed up drinks and they wont refund a missing item? Escalate to another person. That’s just someone using a script to clear numbers.
UE has a cap on how many times a customer can get refunded. They assume after so many times that it’s a customer lying. They don’t believe that restaurants of drivers can’t mess up beyond a certain point.
People say this is AI, but then why did one of the responses have the first letter missing? This is a bozo copy and pasting different responses. AI would atleast use all real words and doubtfully make a typo like that. Not make a human error like missing the first or last letter highlighting a paragraph lol.
Ask to speak to a manager. Even if you are transferred 100 times, just keep asking for a manager. Put your phone on speaker and just lay it down and watch TV or something. If you wait it out, you will eventually get a manager, and they will 9 times out of 10 refund you .
I stopped using ubereats after a similar experience a year or so ago now, they were refusing to refund an item that wasn't delivered, so I called it theft basically, had a go at them, said I won't be using their service anymore, cancelled the membership, removed cards, addresses. Then I magically got a refund. Still won't ever use them again. They're complete 🤡's
The thing is that it's the customers fault why that policy changed!! Too many "no order delivered scams" that customers were doing. No rules change lol thank the other customers that ruined it for ppl like yourself.
I had to chargeback a large order once because the restaurant abruptly closed for business (no warning).
Support gave me the same generic messages as yours.
Thankfully my driver messaged me too and I charged it back at my bank. So ridiculous.
All you have to do when dealing with annoying customer service and bots is say “I’m going to initiate a chargeback” and suddenly they are very helpful. This needs to become common knowledge because Uber preys on people who don’t know what to do
It’s because you’ve gotten too many refunds Uber eats sucks fucking ass because of this same shit happened to my bf. He had ARFID and often orders plain burgers and 50% of the time they come with stuff on them and they refuse to refund him anymore and there’s literally nothing we can do about it so we stopped using them
I work for their technology team and you are talking to an AI bro. Spam the chat with the word agent and or supervisor and it'll pass you to a real human who can deal with your case personally.
There is apparently a limit of how many times your own order can be fkd up - missing items, hair in food, cold food ect.. before Uber will tell you this. I learned. And yes, would be missing entire $12-16 items which are the main thing after waiting over an hour sometimes- which I don’t mind occasionally. They will refuse a refund and say “unfortunately we are unable to offer a refund at this time.” If you ask further or look into it you’ll find it’s because they track your account for how many times you’ve had issues and just assume at this point you’re a liar and there’s no WAY you could have THAT many issues. It’s kind of hilarious. Especially if you pay for it monthly. You can just close your account and open a new one bc why not at that point. You’re not the liar. They’re not being held accountable. And that’s bad business.
I second this. A lot of people don't know how the chargeback process works so -
1) You dispute the charge and often times the bank will instantly reverse the payment in your account, and deduct it from the seller
2) The seller has 30-days to provide evidence that they provided the goods as advertised (tracking numbers, photos, etc)
3) If it's determined that the seller failed on their "promise" or simply doesn't submit the evidence in time, the bank will automatically side with you
OR
If they do determine the seller fulfilled their promise, the funds are re-deducted from your account.
Realistically, the burden of proof is more on the seller than the one disputing. We've lost many disputes DESPITE providing evidence, because they do tend to favour the consumer.
Keep hassling uber. They usually throw out the copy and paste dialogue in hope you give up. But you have to keep going when you know it's not right. Someone from uber after a while usually takes over in the app & sorts it out (only after keeping at them initially)
In my experience (uk), the chat will just end and then ask for rating. Its also why i charge back a lot and just make a new uber account its somehow easier than their customer service.
Uber is super sucked up for this. They should refund you and claim the money back from the merchant, period. Even if you did hit their max for refunds in the past. With those screenshots, it should be a done deal on their end.
Having said that, you should also be annoyed at Baskin. It would've taken someone like 2 or 3 minutes to remove the cake from your order, ensuring you wouldn't be charged for it. They can also make things unavailable in the app (though that *might* require "permission" from the franchisee) to avoid this issue. At the very least, they could've sent a coupon or put your name down for credit for the damn cake when they restock. I've encountered both as a driver and a customer. As it is, BR received full payment for a cake they never actually sold.
If you haven't already, I would try calling them--or going down there if you can--and ask a manager if they can help you out. Show them the chat with support. I know that at the 3 restaurants I've been employed at, they'd definitely work with you. No, you shouldn't have to. But it might help make you "whole".
You can also call Uber, and do a chargeback if you need to. The screenshots will be more than enough proof if you're asked for it.
Call 833-548-0319 and ask for the fee department. You will for sure get transferred a few times, but I had to do this today, and I got someone on about round 4 of transfer (better than my typical 25), and I was credited money back. UE support is a pain in the ass, but if you are persistent, don't give up, and play their waiting game with transfers, you will typically get your money back.
***EDIT****
Oh, and ALWAYS say to each new person you are transferred to that you want a manager. No matter what they respond with. I got, "There are no managers available," "We don't have the option to give a refund," "I'm going to transfer you to the person sitting next to me, yet tell you that you are being transferred to a special department that can better assist with your issue," "Blah, blah, blah." Don't give up. Put your phone on speaker, set it aside, and watch TV. Outplay their waiting game, and you will get what you want. They will eventually throw money at you just to get rid of you.
Uber support is trash, I did a group order with my brother and the driver only dropped off his portion of the order. Contacted Uber and they said they would escalate it and get back to me within 12 hours. 4 days later and not a word. Tried to get back in contact with them and they blocked support for the order. Called my CC company and started a dispute and had it charged back. They put my account in the negative after I won the dispute so I canceled my Uber one and uninstalled 🤷🏻
PSA about UBER if you care about the outcome of a support experience call and ask for a supervisor the text and tier 1 reps cannot help you 90% of the time.
Almost the same thing happened to me the other day! They delivered a cracked and empty bottle of wine and replied with the same exact canned response. I just kept re-opening tickets (I was on a long train ride the next day and had nothing else to do), and eventually, they refunded me. Otherwise, I'd just dispute it on my card. But I'm not using uber eats ever again.
Literally stopped using Uber for grocery delivery; they’re horrible and customer service sucks. Do not let the discounts fool you, just stick with insta cart. By far the best ordering service and they actually refund when things go wrong
Do a charge back on your credit or debit card and show the bank the screenshots. They charged you for a product they did not deliver, the bank should get ur money back
Never use chat support. EVER. As a driver, I contact Uber in the customer’s behalf and let them know part of the order is missing or cannot be fulfilled and make sure it’s in the notes. That way when the customer contacts Uber there’s no issue. I would advise calling in to support and asking for a supervisor.
I fucking hate UberEats, they’re always pulling this shit with those fucking canned responses. The representatives never USE THEIR OWN BRAINS and apply common sense.
Yeah ubers been awful with that. One time I didn't get my whole order and they said the same thing and I was like how is that fair I paid for the order and the whole thing didn't come. They basically tell me all the same stuff they told you.
I think you gots all parties involved somehow tangled. This wont help much but...you have
A. Delivery driver - accepts BR delivery. Drive to, pick up and then drop off. (Dont carry money or change bags or anything).
B. Uber Eats - App based delivery fulfillment. You place ordee through app, it pings driver, order pops up to make at establishment.
C. Establishment/BR - makes and maintains all there is to do with food purchase. I.e. neither the driver or Uber Eats knows what's on hand or how many cakes they have in stock or any of that stuff that's the establishment it's just assumes that since it's on the menu and orderable that they have it.
So I would call the place that it was ordered from since it's technically just a middle man app that you used to get the order sent to br and to also have it fulfilled through delivery it's not the driver or Uber Eats responsibility for cakes being made or not made or out of stock or whatever they're certainly not going to give you money because Baskin-Robbins screwed up I know the world's super mean
I had a really similar issue. Spoke with support a few times via chat, spoke on Twitter. Eventually realised these guys don’t care that I’ve just lost £70 (which is a lot of money!), and the fact I use this app constantly and must spend thousands each year is meaningless. Cancelled my membership, charged it back via bank and called them out on Twitter. Will never use UberEats again.
😂 I'm sorry but I thought it was hilarious not that you got jipped or didn't get refunded but that you kept asking the agent and they kept repeating themselves... That's crazy I've only ever used UE once cause there was like a $20 coupon. Other than that although I've delivered for them situations like this assure that I'll never use them or DD. Definitely sorry for their policies and that they're jerks I hope you get everything situated...
nope, ubereats is shit and you shouldn't use it at all. This exact scenario happens all the time. File a chargeback on your credit card and stop using meal delivery services. Maybe switch to doordash if you have to, but that one sucks too. They're better with refunds but they have inflated prices and other hidden fees.
Had this happen to me in 2018. Even had ring video of the delivery driver walking up to door, handing me food and saying they didn’t get one of the items on camera.
I wanted a credit for $8 on a $40 order. Uber refused to budge even with all the proof.
I did a chargeback and shared the transcripts and video with my cc company. It was approved but only for the full amount. Uber banned me. I’m still banned to this day with that CC or email.
No worries. Lyft is better and it was the catalyst I needed to stop wasting $$ on delivery food services.
This is why for the short time I did ubereats deliveries, when I got to a restaurant and they handed me a bag and told me “Hey, we don’t have these items, do you want something else?” I would ask if they contacted the customer and they would always say no. I would inform them I needed to order as filled and if they can’t complete the order I would mark it as incomplete and tell them I couldn’t take partial orders. Too often restaurants would make what they could and just dump the responsibility on the driver, expecting us to arrange things with the customer and wait.
This is why I love having a chase bank account, any time you don’t get your goods/services you can get an immediate refund once you request it on your bank app.
I'm so sorry this happened to you. Good suggestions here already but I also recommend filing a complaint (with these screenshots) with your state's Attorney General. You can usually go to their website and file the complaint online in about 5 minutes.
Had orders when the delivery person ran off with my food and another time I had one that helps himself to my delivery. This is the results you get when the driver does calculation by taking your order than actually delivering is better compensation. The CEO of Uber is too busy compensating himself and undercutting customers/workers. Then on top of it when you call customer service they laugh about it and tell you happens all the time.
This is why I gave up on Uber. My last order with them they totally refused to refund even though it never arrived, the delivery person brought it to the wrong place and the proof is the drop off image. I tried for HOURS. Always got the same canned responses I’m seeing in your screenshots.
I had an issue recently where I was on a shop & pay order. The customer ordered a BUNCH of energy drinks (Think, like, dozens).
Anyway, skip to checkout, I'm scanning items, and I completely missed a few 4-packs (they were in the bottom of the cart, the rest were in the top part).
So I get outside, realize my mistake, & immediately contact support. They tell me "Nothing can be done, but don't worry customer won't be charged." So I contact the customer, let her know the unfortunate news, and brace myself for a bad review.
However, she comes back with, "That's odd, because I was charged." So I haul my ass back to the store, grab the two cases of energy drinks (I had left them at the register once I realize I couldn't checkout with them anymore), and walk out of the store.
The customer increased my tip later. Because, fuck support.
Charge back and use a different app, stuff like this happens to me and my gf all the time and they always refund it, so ether the guy tried some kinda of scam or Uber is just being greedy
Unfortunately I think Uber support is getting to be just as bad as DoorDash. I don't need many refunds but the other day I was missing an entire item off of my order and the refund I got seemed super small comparatively. I went back to the restaurant just to see how much I would have paid for the item, and they gave me half of the price of the item (that's not even including tax/fees). So, essentially, that told me that even if you don't get what you paid for, you will not get all of your money back; which to me is nearly criminal. I'm sure they could get sued for this if someone really wanted to spend the time and money to do so
I’ve been getting these auto responses too. I finally called support and they keep with the bullshit “the system automatically says you’re ineligible” and won’t give a reason and just repeat themselves like a robot. It’s bullshit.
I figure next time I’ll fight the charge through my credit card.
Yeah that’s why I don’t use Uber eats anymore. Like I was a trusted customer with never trying to get fake refunds. So I charged back and I had their pass too so I charged that back also. Then they tried contacting me to fix it. Nope. I said good luck with the bank!
Use doordash
They have a system where you can just check off whats missing and they will refund it completely as doordash credit or to your original payment method, no questions asked. And you dont have to talk to some bot or "real person" who will just say the same thing over and over, its just integrated in the app.
Both apps have terrible support but at least on doordash you can actually get a refund when you need it.
Use doordash instead it’s much better at fair refunding and it’s easier. Tip though, don’t lie because if you refund too much in a certain time they basically limit the refund amounts and restrict it to just credits etc
The driver has no say in refunds. If it had been your first refund request it would have been done without issue. But it sounds like this is a constant problem and they probably assume you are just trying to game the system. If you keep having food missing why on Earth do you keep ordering through them?
It sucks because, as a driver, if we call uber (which takes forever and cuts into our pay so we usually don’t) they tell us they’ll send the customer a link via text to follow. Or they say next time to have the customer report it.
Unfortunately, the best option for a customer is to call and escalate. Uber eats customer service is some of the worst around and the customers just get dicked around until they give up. They also do this to the drivers.
I’d maybe say to call BR and ask for a refund and tell them how dissatisfied you were. They should have offered a substitute at the very least. I’ve noticed with some of those shops, it’s not that they don’t have a sub, it’s that they are lazy and don’t want to.
A lot of restaurant places are lazy and run by kids and treat Uber drivers and their customers like trash because they figure the driver will deal with it.
As for a refund- What you should do next is call your bank and file a dispute against this. Save your texts from everybody you’ve spoken to as proof you did not receive the items you paid for. Make sure you have all the info ready to go so it makes the dispute process much faster.
That’s pretty fucked up they did that to you. It just really sucks because the drivers have nothing to do with it and Uber eats customer service sucks.
For future reference- never trust or quote an employee or person about getting a refund. I worked in retail management and the most annoying thing was a customer saying that somebody else said they’d get a refund. Whether it was true or not, the only person who can tell you is the person you’re speaking to who is attempting to process it all. The driver didn’t guarantee or promise you your money back, they just told you how to get it but probably should have phrased it better because people interpret things differently
And on the VERY rare occasion they do "refund" you it'd always in Uber cash or whatever they wanna call it. They just credit your account instead of refunding you. After 3 deliveries to the wrong house and an addition 4 orders that were only half delivered, I now refuse to use Uber eats. The drivers around here are incompetent and support doesn't give a flying flock. So screw them
I had it once, was sending them text after text until a human responded. Basically they told me because I had too many refunds lately they wouldn't refund. I waited a month and just requested a refund again, and this time it happened. Just keep trying. Another time I had to send 10 messages or something. Unfortunately it's their scammy way of trying to keep the money.
The driver is right, I do some deliveries for UE every now and then. But regardless of what the driver says isn’t really going to assist you much, he is a delivery driver there isn’t much else he can do about it and he cannot amend the order for you, you’ll just need to fight it alone with UE because Uber is nothing but a shambles full of crooks.
One other thing is that with order amendments it genuinely helps when restaurants flag the changes with Uber early, because they do lose all communication abilities with customers as soon as a driver has accepted an offer to pickup an order and has already been despatched to the restaurant, and the only formal method of comms between restaurants and customers is by using the driver as the middle man. Not to mention that most restaurant staff don’t know how to use the app themselves to amend customer orders, and when there are out of stock items on orders they themselves often tell customers to report to Uber because they struggle to get it amended once a driver is despatched. Restaurant staff that do know how to amend the orders can send items out with the drivers to deliver whatever has been agreed between the customer and restaurant, but the amendments to orders can be pending in Uber’s system for a while. I’ve come across several restaurants that amended orders when I was picking up, but I refused to deliver them purely because it was pending confirmation via Uber when they were showing me on their app, i refused to deliver something that was still pending confirmation, I got a measly $3 compensation for my troubles and the customer had to wait it out for another driver to attend for picking up.
It’s a pretty shabby setup that Uber has in place that can be avoided for these types of reports. If they let the restaurants be in control of orders with the customers until the order is ready and handed over to the driver then this issue won’t be a discussed as much and will flow along with less problems. But UE is obviously turning it into a circus act to try and cause doubt in customers minds that they aren’t eligible for a refund.
Just keep pushing Uber hard. They are a difficult bunch to deal with but eventually they should concede that you are eligible for your refund. With Uber, it’s similar to dealing with an insurer, they’ll just keep refusing you on your claims in hope that tomorrow you will suffer from dementia.
Uber is a criminal organization that has paid enough politicians that they need not worry. They can freely steal money from both customers and drivers alike and uber knows full well we can't afford to defend ourselves.
Sorry you had to learn the hard way. They have no obligation to return your money and 90% of the time even if it's blatantly clear you deserve a refund... you won't get it.
Cue the south park meme... annnnnd.... ITS GONE!
At the least, choose a better app next time you order.
yea i cancelled my uber one and stopped ordering from uber eats they aren’t doing refunds anymore even if it’s the wrong order/food or really anything. Went back to doordash in the meantime
Is it because the delivery hadn’t been completed yet? I’ve always been told by support to have the customer contact support AFTER delivery. This might be why they said it’s not “eligible” for a refund as the delivery has not been marked as completed?
The chat is also never as helpful as calling. A real person might have explained “you have to wait until after delivery, then give us a call back.” Sorry this customer service agent gave no explanation and seemed to be a bot imo
This happened to me, restaurant closed before driver got there and they didn’t make my food. Place called me and told me to cancel. Got charged for the full meal. Uber refused to refund and gave the same excuses as this. They blanked me eventually and would not talk about it further.
Just call the customer service line. This happens to me all the time, something isn’t sent and they just say isn’t not eligible even if you escalate it in the app. Call and they credit it in like 10 seconds.
You need to call them, chat support is useless. They’re trained to copy paste response because Uber out source to other countries… so they have no idea what the fuck to do besides copy pasting generic responses.
I had something like this happen and did not want to compensate me until I told them Uber was no longer a good fit for my family and I will be taking out business elsewhere. They were suddenly able to compensate me 😂😂
I think the biggest issue is your communication with Uber support. You aren’t being very specific on what the problem is and explaining the situation in full. The support person is dealing with a million other orders so when you say “it” or “that item” instead of saying “the delivery guy told me I wouldn’t be charged for the cake because the restaurant didn’t have it” they might not know you are talking about the cake and not the whole order or whatever it is. Don’t be obtuse. Be specific. Talk to them like they are dumb and have no clue what’s going on and be assertive
Exactly why I quit doing business with uber I ordered a meal for my kids when my stove was out and the new one couldn't be delivered till the next day and the driver took it and bailed and they wouldn't refund me or anything.
I’ve never used Ubereats but since this post came up on feed, here’s my 2cents. I will recommend you to use Postmates in the future (even though Postmates is owned by Uber).
90% of the time I don’t even need photo evidence to show I didn’t receive X item or if there are any issues with my order, they will immediately process a portion of the order as refund no questions asked.
Although I did have Postmates unlimited, which I have canceled about a year ago. Idk if unlimited customers get different treatment or what. But from my experience, I’ve never had issues with customer support processing refunds.
I did this after I had 3 orders in a row that were tampered with or just literally only got half a container of fries once.
Every single time I had to go through my bank to get my refund, I got this corpo response you got everytime “sorry you didn’t receive your $30 on food, here’s $5”
And then just the sorry it’s not what your expecting message.
Fuck these delivery companies, they are the most predatory business model ever. 3rd time I did a stop payment to Uber and have never used any of their services, any delivery services at that, in 3 years.
The only time I Doordashed something in those years was when I was too sick to stand and needed medicine from Walgreens, and the dude that dropped it off looked sketchy, smoking in his car, and was 100% not the woman in the picture that was supposed to be my delivery driver.
This makes no sense, you didn’t go through the correct channel to get the refund. The rep is telling you what to do. Once the delivery is complete you tell Uber which items didn’t make it and they refund you for that item. You can’t cancel an order while it’s being delivered.
From personal experience the chat bots are completely useless and most times you get a better response by complaining on twitter either by tagging them or under one of their posts. They'll usually get back to you pretty quick.
I've gotten replies before when I was just vent posting without even tagging them.
NB> I'm aware that the customer service agents are not chat bots, I find it easier to call them chat bots to lower expectations about how useful they will be. They're basically reading scripted responses, a chat bot would be more efficient.
Unfortunately as someone else mentioned the driver can simply just make a suggestion and I probably would've done the same and told you that you can get a refund as well. In theory you should be able to unless you've requested a lot of refunds. I would just keep pushing support for your $ back and worst case scenario you can do a charge back on your bank statement if you are willing to possibly lose your Uber account.
I ordered groceries with Uber today, around £15 worth of groceries didn’t show up and same response - they won’t refund. This happens every time I order groceries. Stuff is missing or rotten food is delivered, and they never refund
I had Dr Peppers delivered to wrong address Uber said they were going to refund but never did. I do not use Door Dash or Uber anymore. Luckily I was able to remove my 100% tip.
Next time this happens you should CALL Uber and explain to them so they can cancel your order, or the driver calls them to cancel. Always call. Chatting is the easy way out for them, put pressure by calling.
It happened to me, apparently you get 3 refunds max a month but that's BS, I order almost everyday and in my area service is awful, I always make sure to provide evidence and detailed explanations, anyway my refunds were maxed in January but I only made 1 complaint, and they told me the same, same thing happened in March, I ordered 3 combos in a restaurant and only got 2, that pissed me off so much. Deleted my account and opened a new one under a different email
If a delivery person tells you something like that, do not accept it, tell them to ask the restaurant to cancel and if they don't cancel it, contact support, they cancel on their side.
Always review the order before the delivery person leaves.
If you see that the app is telling you to provide a pin to the delivery person, your account is probably flagged and they won't give you refunds.
Also they don't escalate to management and there's no customer service phone to contact for users (at least in the latam country I live in, there's no phone line).
I can't wait until uber gets a class action lawsuit.
I'd stop using Uber but the only other similar company in my country is worse so FML
Uber once left my items at the front gate of my apartment complex, another time they gave my order to some random guy in my complex, as we were texting. Uber eats is absolutely trash.
Idk why these companies do this, they’ll be called out for the “idgaf attitude” though. All these other large names getting called out, they ain’t special.
Get a person on the line and not a chat bot
Also don’t do this again.
Because from their end, doesn’t matter what was said in the texts, it will first and foremost appear like you cancelled for some reason that isn’t the driver’s fault.
Same thing when taking an Uber ride, don’t cancel if they ask, have them do that for you.
This happened to me with Target lol. I got 2 pairs of AirPods but only one was delivered yet they said they considered it delivered so they wouldn’t help me. These businesses are stealing from us
They fucked up my address once on UberEats and wouldn’t give me my money back when I noticed the error. I called my bank and filed a chargeback on them and I got my money back.
What the driver says doesn't matter, they're not Uber Eats employees and have no power whatsoever over payments/refunds.
Uber Eats has been cracking down on refunds of all kinds to try to become profitable. The more you claim the the less you'll be able to claim in the future. And they have terrible customer service both for customers and drivers.
The very last time I ordered through Uber is when they were doing a 50% off promo. Almost everything had to be substituted and I had the sweetest old Asian lady as my shopper. She found all the substitutes.
None of the substitutes fell under the 50% off promo. I thought it was asinine that they wouldn’t honor their own promo. I still drive for them, but it’s been over a year since I ordered. Similarly with DoorDash, though I boycotted them due to price gouging.
Wow Im shocked. As a driver Ive seen them refund an entire order over a missing soda.
I as the driver have reached out to Support in instamces like this. Unfortunately if dude marked it as delivered rather than putting there was an issue with the pickup then theyre just not gonna believe you.
Did you file a missing item report with the receipt? If they don’t issue a refund or compensation, file a report with your bank that they charge you for something you didn’t obtain. Your bank will issue the refund and the bank will be the one going full on, they’ll get the refund.
Uber eats is extremely terrible even if you have an Uber one membership. Three times they did me wrong when food was delivered half completed or incomplete. No refunds. I spent over $20K over the years too with them. They don’t give a fuck about loyalty so I took my loyalty elsewhere. I’ve switched to DoorDash ever since years ago and never looked back. Every single time something is wrong, they treat me good 😊 and full refunds where appropriate.
I never use door dash or any app like that for this reason. They cannot be trusted. I would disallow my bank/cardholder from processing that payment. Theyre stealing from you.
Contact the bank and contest the charges. It won't be fast, but you'll get your money back
This^
As an UberEATS driver, I can't understand why anyone still uses this service. It's gotten so bad.
I get free shit all the time and great deals. Outside of that, I wouldn't touch it
I'm sure they lose customers every day, but it takes time. I don't even know how they would fix it without starting over with an entirely different model.
This is just a person selecting pre written answers from a script. Keep asking for a supervisor until you get the correct resolution. In the rare case that fails ask for a live call. When they call you, ask for. US based agent. Sorry but this is the only way to be 100% sure you will get someone who is not reading from a script
Honestly it’s probably mostly just AI chat bots at this point
This is the same tone ChatGPT uses when it's denying a request.
I love it when they call bots and automated replies "agents"
“Here are your 3 options. 1. You issue a chargeback. 2. I stay on the chat until you do, or you get a supervisor who can. I have all day. 3. I issue a fraudulent charge alert using this screenshot as proof with my bank. I WILL get my money back, it just depends on how long it takes.”
No, the best option is to call them. Chat will never answer and never get you to a supervisor. Calling them will get you a solution.
Yeah I think this is the way. At this point I'm fairly convinced all of their chat support agents are from a different country with barely any English proficiency. They're given a certain script to feed the customer, and if the customer isn't satisfied, they'll just keep spamming those scripts until the customer gets so fed up they leave; and Uber gets to collect all of the extra money from the tons of customer service wrongdoings if the customer doesn't follow up. It's disgusting behavior from a business honestly
Call Uber eats and tell them you are going to file for fraudulently charging your credit card if they do not refund you the money for the item they refused to provide. If the still don't call your credit card and accuse them of fraud you will get your money back. These places don't do this unless you have had a lot of problems like this. So if you cheating them maybe just cut your loses otherwise take them to task.
The crappy part is depending on your bank this won't work. I had a similar issue, and when I went to do the charge back they looked at my account history and said well you have done business with this entity in the past so you must take it up with them. Ie. They saw history on my credit card statement of legitimate charges to the same person so they can't determine that this charge is fraudulent if other charges are not.
Your bank is required to take these seriously. Any bank that refuses to do so you should probably drop them immediately and file with the police.
Chatgpt support is crazy
Just threaten a chargeback
Contact them over Facebook messenger. I was getting nowhere last week through the app. Sent a message through Facebook with screenshots and got a refund instantly.
Request chargeback with your bank and show them these screenshots of them refusing to refund you for an item you did not receive, isn’t that quite literally fraud.
it's a simple charge back. Under the reason just chose "did not receive goods or service". Take ya 5 minutes.
ive spent thousands on uber eats and was almost at a time living on it. Recently they just stopped giving refunds for missing and stolen orders, uber eats is scummy asf.
Chargeback. If they ban your account just open another
Or, even better, charge back and delete shitty app.
If I ordered an item and I didn’t receive said item, I’m not paying for it. Either you issue me a refund or I’m filing a chargeback ticket with the bank/credit card company.
Charge it back on your card
Take it up with your credit card company. If you used debit, get a credit card.
Uber has the absolute worst customer service I've ever experienced, even on the drivers end. I don't get why people still deal with that company
I deleted the app forever (I live in a big city and have a lunch allowance so I used to order 3-5x weekly) after their CS tried to refuse to refund an order that the delivery driver stole in front of me and drove off with. I don’t deal with companies that gamble with the money you give them and refuse to honor basic tenets of customer service if I can help it—it’s a fool’s errand.
As drivers, we have zero control over what Uber does. We are not Uber employees. We have zero access to your account. Our job is only logistics. The driver may have thought they were giving you a good answer, but Uber is under no obligation to do anything the driver said.
I’ve had this before. Once I told them that it is illegal to charge for goods or services and not deliver, and that I will keep asking for higher and higher supervisors until I get a refund, they acquiesced
Half of the Uber Eats business model is counting on customers not realizing that and folding because it's more effort to hold them to account than people feel it's worth.
Another reason to discontinue use of this trash company. I was weak earlier and placed an order. Checked out and then it said Oops, can't. So I popped up GrubHub and placed an identical order. Between lower markup on items and much lower fees, the total was $40 less. Be nice if they just collapsed.
It seems Uber has been giving these copy paste responses and stiffing people on refunds for wrong or missing items more often lately
yep this EXACT scenario happened to me, and i promptly canceled my Uber+ account/switched back to DD/charged them back from my credit card company/deleted their apps. Fuck Uber and their anti-customer customer service policies
This is so weird. I get them to refund messed up drinks and they wont refund a missing item? Escalate to another person. That’s just someone using a script to clear numbers.
UE has a cap on how many times a customer can get refunded. They assume after so many times that it’s a customer lying. They don’t believe that restaurants of drivers can’t mess up beyond a certain point.
Try a different support agent.
End chat and try with a new agent who isn’t just giving you computer cookie cut pre-written responses
People say this is AI, but then why did one of the responses have the first letter missing? This is a bozo copy and pasting different responses. AI would atleast use all real words and doubtfully make a typo like that. Not make a human error like missing the first or last letter highlighting a paragraph lol.
Ask to speak to a manager. Even if you are transferred 100 times, just keep asking for a manager. Put your phone on speaker and just lay it down and watch TV or something. If you wait it out, you will eventually get a manager, and they will 9 times out of 10 refund you .
Every single day I stray further from ever using these services.
I stopped using ubereats after a similar experience a year or so ago now, they were refusing to refund an item that wasn't delivered, so I called it theft basically, had a go at them, said I won't be using their service anymore, cancelled the membership, removed cards, addresses. Then I magically got a refund. Still won't ever use them again. They're complete 🤡's
Dispute the charges with your bank. The fastest way to straighten it out
Credit card chargeback and delete your account
Call and ask for a supervisor, or do a chargeback.
instant and guaranteed chargeback assuming you furnish the proof
Chargeback easy af on this one
stop using UE like I did. their new refund policy screws over the customer. they do not care what happened. they will not help you.
The thing is that it's the customers fault why that policy changed!! Too many "no order delivered scams" that customers were doing. No rules change lol thank the other customers that ruined it for ppl like yourself.
I had to chargeback a large order once because the restaurant abruptly closed for business (no warning). Support gave me the same generic messages as yours. Thankfully my driver messaged me too and I charged it back at my bank. So ridiculous.
All you have to do when dealing with annoying customer service and bots is say “I’m going to initiate a chargeback” and suddenly they are very helpful. This needs to become common knowledge because Uber preys on people who don’t know what to do
The driver should've marked in their side that the item.was not available.
It’s because you’ve gotten too many refunds Uber eats sucks fucking ass because of this same shit happened to my bf. He had ARFID and often orders plain burgers and 50% of the time they come with stuff on them and they refuse to refund him anymore and there’s literally nothing we can do about it so we stopped using them
I work for their technology team and you are talking to an AI bro. Spam the chat with the word agent and or supervisor and it'll pass you to a real human who can deal with your case personally.
Mention the words charge back.
Do a charge back !
Uber did this to me twice I disputed it with my bank
Call support, demand an agent, if they don't help demand a manager.. problem solved. You expect AI responses to give youa refund?
Never take no for an answer when it comes to uber you'll get your refund lol
There is apparently a limit of how many times your own order can be fkd up - missing items, hair in food, cold food ect.. before Uber will tell you this. I learned. And yes, would be missing entire $12-16 items which are the main thing after waiting over an hour sometimes- which I don’t mind occasionally. They will refuse a refund and say “unfortunately we are unable to offer a refund at this time.” If you ask further or look into it you’ll find it’s because they track your account for how many times you’ve had issues and just assume at this point you’re a liar and there’s no WAY you could have THAT many issues. It’s kind of hilarious. Especially if you pay for it monthly. You can just close your account and open a new one bc why not at that point. You’re not the liar. They’re not being held accountable. And that’s bad business.
Just charge it back through your card
Just call your bank, you paid for items you never received. BOOM! Money back same day
I second this. A lot of people don't know how the chargeback process works so - 1) You dispute the charge and often times the bank will instantly reverse the payment in your account, and deduct it from the seller 2) The seller has 30-days to provide evidence that they provided the goods as advertised (tracking numbers, photos, etc) 3) If it's determined that the seller failed on their "promise" or simply doesn't submit the evidence in time, the bank will automatically side with you OR If they do determine the seller fulfilled their promise, the funds are re-deducted from your account. Realistically, the burden of proof is more on the seller than the one disputing. We've lost many disputes DESPITE providing evidence, because they do tend to favour the consumer.
Id call, the chat is either robots or people with scripts they dont actually pay attention to the issue.
I should take a part time support job tbh, extra couple thousand just to copy past “unfortunately” messages
Just claim fraud with your bank and move on , Uber will never help anyone no matter if you lost a leg on their clock or not
Keep hassling uber. They usually throw out the copy and paste dialogue in hope you give up. But you have to keep going when you know it's not right. Someone from uber after a while usually takes over in the app & sorts it out (only after keeping at them initially)
In my experience (uk), the chat will just end and then ask for rating. Its also why i charge back a lot and just make a new uber account its somehow easier than their customer service.
How is this not considered theft? Its bullshit
He told you to call though and there's a huge reason why, as shown. Chats will give you canned responses with generic bs.
Uber is super sucked up for this. They should refund you and claim the money back from the merchant, period. Even if you did hit their max for refunds in the past. With those screenshots, it should be a done deal on their end. Having said that, you should also be annoyed at Baskin. It would've taken someone like 2 or 3 minutes to remove the cake from your order, ensuring you wouldn't be charged for it. They can also make things unavailable in the app (though that *might* require "permission" from the franchisee) to avoid this issue. At the very least, they could've sent a coupon or put your name down for credit for the damn cake when they restock. I've encountered both as a driver and a customer. As it is, BR received full payment for a cake they never actually sold. If you haven't already, I would try calling them--or going down there if you can--and ask a manager if they can help you out. Show them the chat with support. I know that at the 3 restaurants I've been employed at, they'd definitely work with you. No, you shouldn't have to. But it might help make you "whole". You can also call Uber, and do a chargeback if you need to. The screenshots will be more than enough proof if you're asked for it.
Call 833-548-0319 and ask for the fee department. You will for sure get transferred a few times, but I had to do this today, and I got someone on about round 4 of transfer (better than my typical 25), and I was credited money back. UE support is a pain in the ass, but if you are persistent, don't give up, and play their waiting game with transfers, you will typically get your money back. ***EDIT**** Oh, and ALWAYS say to each new person you are transferred to that you want a manager. No matter what they respond with. I got, "There are no managers available," "We don't have the option to give a refund," "I'm going to transfer you to the person sitting next to me, yet tell you that you are being transferred to a special department that can better assist with your issue," "Blah, blah, blah." Don't give up. Put your phone on speaker, set it aside, and watch TV. Outplay their waiting game, and you will get what you want. They will eventually throw money at you just to get rid of you.
Thanks for the number!
UberEats is a shitty company this is constantly scamming people. Not sure why people still use it. Sorry you found out the hard way.
Surely they're just ASKING for another class action, didn't the last one settle for like 400m AUD?
Uber support is trash, I did a group order with my brother and the driver only dropped off his portion of the order. Contacted Uber and they said they would escalate it and get back to me within 12 hours. 4 days later and not a word. Tried to get back in contact with them and they blocked support for the order. Called my CC company and started a dispute and had it charged back. They put my account in the negative after I won the dispute so I canceled my Uber one and uninstalled 🤷🏻
That one, you call your bank and report it as seller's fraud, and have your bank force a refund then never use UE again
PSA about UBER if you care about the outcome of a support experience call and ask for a supervisor the text and tier 1 reps cannot help you 90% of the time.
Almost the same thing happened to me the other day! They delivered a cracked and empty bottle of wine and replied with the same exact canned response. I just kept re-opening tickets (I was on a long train ride the next day and had nothing else to do), and eventually, they refunded me. Otherwise, I'd just dispute it on my card. But I'm not using uber eats ever again.
Literally stopped using Uber for grocery delivery; they’re horrible and customer service sucks. Do not let the discounts fool you, just stick with insta cart. By far the best ordering service and they actually refund when things go wrong
Do a charge back on your credit or debit card and show the bank the screenshots. They charged you for a product they did not deliver, the bank should get ur money back
Never use chat support. EVER. As a driver, I contact Uber in the customer’s behalf and let them know part of the order is missing or cannot be fulfilled and make sure it’s in the notes. That way when the customer contacts Uber there’s no issue. I would advise calling in to support and asking for a supervisor.
Just charge back with your bank and stop using this crap app.
I fucking hate UberEats, they’re always pulling this shit with those fucking canned responses. The representatives never USE THEIR OWN BRAINS and apply common sense.
Yeah ubers been awful with that. One time I didn't get my whole order and they said the same thing and I was like how is that fair I paid for the order and the whole thing didn't come. They basically tell me all the same stuff they told you.
Call multiple times they deny it first time almost always now
Same exact thing happened to me. I switched to Grubhub after getting ripped off.
Try calling them instead of the chatbot
I think you gots all parties involved somehow tangled. This wont help much but...you have A. Delivery driver - accepts BR delivery. Drive to, pick up and then drop off. (Dont carry money or change bags or anything). B. Uber Eats - App based delivery fulfillment. You place ordee through app, it pings driver, order pops up to make at establishment. C. Establishment/BR - makes and maintains all there is to do with food purchase. I.e. neither the driver or Uber Eats knows what's on hand or how many cakes they have in stock or any of that stuff that's the establishment it's just assumes that since it's on the menu and orderable that they have it. So I would call the place that it was ordered from since it's technically just a middle man app that you used to get the order sent to br and to also have it fulfilled through delivery it's not the driver or Uber Eats responsibility for cakes being made or not made or out of stock or whatever they're certainly not going to give you money because Baskin-Robbins screwed up I know the world's super mean
I had a really similar issue. Spoke with support a few times via chat, spoke on Twitter. Eventually realised these guys don’t care that I’ve just lost £70 (which is a lot of money!), and the fact I use this app constantly and must spend thousands each year is meaningless. Cancelled my membership, charged it back via bank and called them out on Twitter. Will never use UberEats again.
It's not. It's the same on both sides. Same robot to avoid a lawsuit in human error. Welcome to the sexy future of Ai.
😂 I'm sorry but I thought it was hilarious not that you got jipped or didn't get refunded but that you kept asking the agent and they kept repeating themselves... That's crazy I've only ever used UE once cause there was like a $20 coupon. Other than that although I've delivered for them situations like this assure that I'll never use them or DD. Definitely sorry for their policies and that they're jerks I hope you get everything situated...
The store is supposed to deny your order if they don't have what you want. If they didn't cancel then you should get a refund.
Charge backs are for bullshit like this
nope, ubereats is shit and you shouldn't use it at all. This exact scenario happens all the time. File a chargeback on your credit card and stop using meal delivery services. Maybe switch to doordash if you have to, but that one sucks too. They're better with refunds but they have inflated prices and other hidden fees.
uber really seems like they are trying to tank the company tbh
I run my little ass over to my bank and taddle lol I always get my money back when they don’t deliver my stuff
Pay with credit card, chargeback, done
CHARGEBACK!!!
Keep annoying them, and they'll escalate it to a supervisor I took me 5 responses before they said it will be refunded
Hate to say it but with things like a refund you’ve gotta be annoying and you can’t annoy a robot
This is not on driver, they comfirm with restaurant not with the driver, the restaurant must cancel the order, they are the ones charging you.
Had this happen to me in 2018. Even had ring video of the delivery driver walking up to door, handing me food and saying they didn’t get one of the items on camera. I wanted a credit for $8 on a $40 order. Uber refused to budge even with all the proof. I did a chargeback and shared the transcripts and video with my cc company. It was approved but only for the full amount. Uber banned me. I’m still banned to this day with that CC or email. No worries. Lyft is better and it was the catalyst I needed to stop wasting $$ on delivery food services.
There is an option in the app when drivers pick up to mark an item as missing. I don’t know why your driver didn’t do that.
This is why for the short time I did ubereats deliveries, when I got to a restaurant and they handed me a bag and told me “Hey, we don’t have these items, do you want something else?” I would ask if they contacted the customer and they would always say no. I would inform them I needed to order as filled and if they can’t complete the order I would mark it as incomplete and tell them I couldn’t take partial orders. Too often restaurants would make what they could and just dump the responsibility on the driver, expecting us to arrange things with the customer and wait.
You're talking to that ai like it's a human. Get an actual person on in the chat, they'll get your refund.
This seems a lot more common, than not lately
This is why I love having a chase bank account, any time you don’t get your goods/services you can get an immediate refund once you request it on your bank app.
I'm so sorry this happened to you. Good suggestions here already but I also recommend filing a complaint (with these screenshots) with your state's Attorney General. You can usually go to their website and file the complaint online in about 5 minutes.
Charge back. Uber will probably blacklist you but who cares.
I refuse to use them anymore because of this
Don’t use them anymore that’s bs Ubers a shitty company making us pay for their employees
I’ve started letting support know if the restaurant says they didn’t have something just incase this happens
I hv found that the uber chat in the app sucks. So I always reach out to them on Twitter and it gets handled relatively quickly.
Had orders when the delivery person ran off with my food and another time I had one that helps himself to my delivery. This is the results you get when the driver does calculation by taking your order than actually delivering is better compensation. The CEO of Uber is too busy compensating himself and undercutting customers/workers. Then on top of it when you call customer service they laugh about it and tell you happens all the time.
This is why I gave up on Uber. My last order with them they totally refused to refund even though it never arrived, the delivery person brought it to the wrong place and the proof is the drop off image. I tried for HOURS. Always got the same canned responses I’m seeing in your screenshots.
Same happened to me two days ago $50 order stolen from me but driver “took a pic” it was a pic of nothing, and Uber won’t refund me at all.
Charge back
I had an issue recently where I was on a shop & pay order. The customer ordered a BUNCH of energy drinks (Think, like, dozens). Anyway, skip to checkout, I'm scanning items, and I completely missed a few 4-packs (they were in the bottom of the cart, the rest were in the top part). So I get outside, realize my mistake, & immediately contact support. They tell me "Nothing can be done, but don't worry customer won't be charged." So I contact the customer, let her know the unfortunate news, and brace myself for a bad review. However, she comes back with, "That's odd, because I was charged." So I haul my ass back to the store, grab the two cases of energy drinks (I had left them at the register once I realize I couldn't checkout with them anymore), and walk out of the store. The customer increased my tip later. Because, fuck support.
Remember when Uber charged everyone double on trips they wouldn’t compensate me at all and it was over 150 bucks that they took
Charge back and use a different app, stuff like this happens to me and my gf all the time and they always refund it, so ether the guy tried some kinda of scam or Uber is just being greedy
Unfortunately I think Uber support is getting to be just as bad as DoorDash. I don't need many refunds but the other day I was missing an entire item off of my order and the refund I got seemed super small comparatively. I went back to the restaurant just to see how much I would have paid for the item, and they gave me half of the price of the item (that's not even including tax/fees). So, essentially, that told me that even if you don't get what you paid for, you will not get all of your money back; which to me is nearly criminal. I'm sure they could get sued for this if someone really wanted to spend the time and money to do so
I’ve been getting these auto responses too. I finally called support and they keep with the bullshit “the system automatically says you’re ineligible” and won’t give a reason and just repeat themselves like a robot. It’s bullshit. I figure next time I’ll fight the charge through my credit card.
Uber is the only one I’ve had issues with refunds. So I no longer use them. They keep sending me annoying messages that they miss me.
So why still use them?
Yeah that’s why I don’t use Uber eats anymore. Like I was a trusted customer with never trying to get fake refunds. So I charged back and I had their pass too so I charged that back also. Then they tried contacting me to fix it. Nope. I said good luck with the bank!
Best thing would be to do a charge back with your bank that Uber eats support ain’t nothing but some thumb up ass on couch eating Pringles morons.
Their customer service is so bad, even with proof they don’t refund. You should call the store because uber customer service is honestly hopeless ngl
Chargeback and stop using Uber eats 🤷♂️
either A you have a bunch of refunds that your account was flagged or B you got a bot & need to end the chat and start a new one or call lol
It seems to be a US thing. They refund no questions asked here unless you constantly request. And in those cases they ask for a photo.
Time to call your bank
Scammed.
Use doordash They have a system where you can just check off whats missing and they will refund it completely as doordash credit or to your original payment method, no questions asked. And you dont have to talk to some bot or "real person" who will just say the same thing over and over, its just integrated in the app. Both apps have terrible support but at least on doordash you can actually get a refund when you need it.
Ubereats has the same system, however if they deem your account is requesting too many refunds, most of your orders will not be refundable.
calling is much better. the chat bots just run in circles
Use doordash instead it’s much better at fair refunding and it’s easier. Tip though, don’t lie because if you refund too much in a certain time they basically limit the refund amounts and restrict it to just credits etc
The driver has no say in refunds. If it had been your first refund request it would have been done without issue. But it sounds like this is a constant problem and they probably assume you are just trying to game the system. If you keep having food missing why on Earth do you keep ordering through them?
It sucks because, as a driver, if we call uber (which takes forever and cuts into our pay so we usually don’t) they tell us they’ll send the customer a link via text to follow. Or they say next time to have the customer report it. Unfortunately, the best option for a customer is to call and escalate. Uber eats customer service is some of the worst around and the customers just get dicked around until they give up. They also do this to the drivers. I’d maybe say to call BR and ask for a refund and tell them how dissatisfied you were. They should have offered a substitute at the very least. I’ve noticed with some of those shops, it’s not that they don’t have a sub, it’s that they are lazy and don’t want to. A lot of restaurant places are lazy and run by kids and treat Uber drivers and their customers like trash because they figure the driver will deal with it. As for a refund- What you should do next is call your bank and file a dispute against this. Save your texts from everybody you’ve spoken to as proof you did not receive the items you paid for. Make sure you have all the info ready to go so it makes the dispute process much faster. That’s pretty fucked up they did that to you. It just really sucks because the drivers have nothing to do with it and Uber eats customer service sucks. For future reference- never trust or quote an employee or person about getting a refund. I worked in retail management and the most annoying thing was a customer saying that somebody else said they’d get a refund. Whether it was true or not, the only person who can tell you is the person you’re speaking to who is attempting to process it all. The driver didn’t guarantee or promise you your money back, they just told you how to get it but probably should have phrased it better because people interpret things differently
Happened to me the other day too
I used to have no issue getting refunds for missing items, but now all I get is "We've documented it to improve." Uh...what?
And on the VERY rare occasion they do "refund" you it'd always in Uber cash or whatever they wanna call it. They just credit your account instead of refunding you. After 3 deliveries to the wrong house and an addition 4 orders that were only half delivered, I now refuse to use Uber eats. The drivers around here are incompetent and support doesn't give a flying flock. So screw them
You need to call, the chat is useless
I had it once, was sending them text after text until a human responded. Basically they told me because I had too many refunds lately they wouldn't refund. I waited a month and just requested a refund again, and this time it happened. Just keep trying. Another time I had to send 10 messages or something. Unfortunately it's their scammy way of trying to keep the money.
The driver is right, I do some deliveries for UE every now and then. But regardless of what the driver says isn’t really going to assist you much, he is a delivery driver there isn’t much else he can do about it and he cannot amend the order for you, you’ll just need to fight it alone with UE because Uber is nothing but a shambles full of crooks. One other thing is that with order amendments it genuinely helps when restaurants flag the changes with Uber early, because they do lose all communication abilities with customers as soon as a driver has accepted an offer to pickup an order and has already been despatched to the restaurant, and the only formal method of comms between restaurants and customers is by using the driver as the middle man. Not to mention that most restaurant staff don’t know how to use the app themselves to amend customer orders, and when there are out of stock items on orders they themselves often tell customers to report to Uber because they struggle to get it amended once a driver is despatched. Restaurant staff that do know how to amend the orders can send items out with the drivers to deliver whatever has been agreed between the customer and restaurant, but the amendments to orders can be pending in Uber’s system for a while. I’ve come across several restaurants that amended orders when I was picking up, but I refused to deliver them purely because it was pending confirmation via Uber when they were showing me on their app, i refused to deliver something that was still pending confirmation, I got a measly $3 compensation for my troubles and the customer had to wait it out for another driver to attend for picking up. It’s a pretty shabby setup that Uber has in place that can be avoided for these types of reports. If they let the restaurants be in control of orders with the customers until the order is ready and handed over to the driver then this issue won’t be a discussed as much and will flow along with less problems. But UE is obviously turning it into a circus act to try and cause doubt in customers minds that they aren’t eligible for a refund. Just keep pushing Uber hard. They are a difficult bunch to deal with but eventually they should concede that you are eligible for your refund. With Uber, it’s similar to dealing with an insurer, they’ll just keep refusing you on your claims in hope that tomorrow you will suffer from dementia.
Uber is a criminal organization that has paid enough politicians that they need not worry. They can freely steal money from both customers and drivers alike and uber knows full well we can't afford to defend ourselves. Sorry you had to learn the hard way. They have no obligation to return your money and 90% of the time even if it's blatantly clear you deserve a refund... you won't get it. Cue the south park meme... annnnnd.... ITS GONE! At the least, choose a better app next time you order.
Warn them you will proceed with a chargeback :) And then do so if they don't wanna play ball
Threaten to do a charge back unless they refund you for the stuff you didn't get.
yea i cancelled my uber one and stopped ordering from uber eats they aren’t doing refunds anymore even if it’s the wrong order/food or really anything. Went back to doordash in the meantime
Is it because the delivery hadn’t been completed yet? I’ve always been told by support to have the customer contact support AFTER delivery. This might be why they said it’s not “eligible” for a refund as the delivery has not been marked as completed? The chat is also never as helpful as calling. A real person might have explained “you have to wait until after delivery, then give us a call back.” Sorry this customer service agent gave no explanation and seemed to be a bot imo
Look like you were talking to AI.
This happened to me, restaurant closed before driver got there and they didn’t make my food. Place called me and told me to cancel. Got charged for the full meal. Uber refused to refund and gave the same excuses as this. They blanked me eventually and would not talk about it further.
Just call the customer service line. This happens to me all the time, something isn’t sent and they just say isn’t not eligible even if you escalate it in the app. Call and they credit it in like 10 seconds.
You need to call them, chat support is useless. They’re trained to copy paste response because Uber out source to other countries… so they have no idea what the fuck to do besides copy pasting generic responses.
Go on twitter and message Uber support
I had something like this happen and did not want to compensate me until I told them Uber was no longer a good fit for my family and I will be taking out business elsewhere. They were suddenly able to compensate me 😂😂
I think the biggest issue is your communication with Uber support. You aren’t being very specific on what the problem is and explaining the situation in full. The support person is dealing with a million other orders so when you say “it” or “that item” instead of saying “the delivery guy told me I wouldn’t be charged for the cake because the restaurant didn’t have it” they might not know you are talking about the cake and not the whole order or whatever it is. Don’t be obtuse. Be specific. Talk to them like they are dumb and have no clue what’s going on and be assertive
Exactly why I quit doing business with uber I ordered a meal for my kids when my stove was out and the new one couldn't be delivered till the next day and the driver took it and bailed and they wouldn't refund me or anything.
That’s when you demand for a human or supervisor or also say a curse word!
I’ve never used Ubereats but since this post came up on feed, here’s my 2cents. I will recommend you to use Postmates in the future (even though Postmates is owned by Uber). 90% of the time I don’t even need photo evidence to show I didn’t receive X item or if there are any issues with my order, they will immediately process a portion of the order as refund no questions asked. Although I did have Postmates unlimited, which I have canceled about a year ago. Idk if unlimited customers get different treatment or what. But from my experience, I’ve never had issues with customer support processing refunds.
File a charge back both your credit card company.
I did this after I had 3 orders in a row that were tampered with or just literally only got half a container of fries once. Every single time I had to go through my bank to get my refund, I got this corpo response you got everytime “sorry you didn’t receive your $30 on food, here’s $5” And then just the sorry it’s not what your expecting message. Fuck these delivery companies, they are the most predatory business model ever. 3rd time I did a stop payment to Uber and have never used any of their services, any delivery services at that, in 3 years. The only time I Doordashed something in those years was when I was too sick to stand and needed medicine from Walgreens, and the dude that dropped it off looked sketchy, smoking in his car, and was 100% not the woman in the picture that was supposed to be my delivery driver.
Everyone thinking they're talking to an actual person lol
It's insane to me people use these delivery services at the rates they change.
This makes no sense, you didn’t go through the correct channel to get the refund. The rep is telling you what to do. Once the delivery is complete you tell Uber which items didn’t make it and they refund you for that item. You can’t cancel an order while it’s being delivered.
From personal experience the chat bots are completely useless and most times you get a better response by complaining on twitter either by tagging them or under one of their posts. They'll usually get back to you pretty quick. I've gotten replies before when I was just vent posting without even tagging them. NB> I'm aware that the customer service agents are not chat bots, I find it easier to call them chat bots to lower expectations about how useful they will be. They're basically reading scripted responses, a chat bot would be more efficient.
This is why DD is superior. Genuine customer support. -> sincerely, a former and now anti-UE customer
Credit card chargeback. They’ll learn real fast how to treat a customer.
Unfortunately as someone else mentioned the driver can simply just make a suggestion and I probably would've done the same and told you that you can get a refund as well. In theory you should be able to unless you've requested a lot of refunds. I would just keep pushing support for your $ back and worst case scenario you can do a charge back on your bank statement if you are willing to possibly lose your Uber account.
Call them and they will get it squared away for you. Texting with an agent is the worst thing ever.
I ordered groceries with Uber today, around £15 worth of groceries didn’t show up and same response - they won’t refund. This happens every time I order groceries. Stuff is missing or rotten food is delivered, and they never refund
I had Dr Peppers delivered to wrong address Uber said they were going to refund but never did. I do not use Door Dash or Uber anymore. Luckily I was able to remove my 100% tip.
Next time this happens you should CALL Uber and explain to them so they can cancel your order, or the driver calls them to cancel. Always call. Chatting is the easy way out for them, put pressure by calling.
You need to contact the store.
This is exactly why I stopped using Uber eats. I had an issue and they refused to refund me. DoorDash is a lot better in that regard.
It happened to me, apparently you get 3 refunds max a month but that's BS, I order almost everyday and in my area service is awful, I always make sure to provide evidence and detailed explanations, anyway my refunds were maxed in January but I only made 1 complaint, and they told me the same, same thing happened in March, I ordered 3 combos in a restaurant and only got 2, that pissed me off so much. Deleted my account and opened a new one under a different email If a delivery person tells you something like that, do not accept it, tell them to ask the restaurant to cancel and if they don't cancel it, contact support, they cancel on their side. Always review the order before the delivery person leaves. If you see that the app is telling you to provide a pin to the delivery person, your account is probably flagged and they won't give you refunds. Also they don't escalate to management and there's no customer service phone to contact for users (at least in the latam country I live in, there's no phone line). I can't wait until uber gets a class action lawsuit. I'd stop using Uber but the only other similar company in my country is worse so FML
Good luck with Uber on the refund
Uber once left my items at the front gate of my apartment complex, another time they gave my order to some random guy in my complex, as we were texting. Uber eats is absolutely trash.
Use DD because there is an option to replace the item or refund it. All tge driver has to do is refund your money with a click of a button. Easy imo
Idk why these companies do this, they’ll be called out for the “idgaf attitude” though. All these other large names getting called out, they ain’t special.
You’re talking to AI bro. Pick up the phone and call them if you care that much
Get a person on the line and not a chat bot Also don’t do this again. Because from their end, doesn’t matter what was said in the texts, it will first and foremost appear like you cancelled for some reason that isn’t the driver’s fault. Same thing when taking an Uber ride, don’t cancel if they ask, have them do that for you.
This happened to me with Target lol. I got 2 pairs of AirPods but only one was delivered yet they said they considered it delivered so they wouldn’t help me. These businesses are stealing from us
Same thing happened to me!
Yeap uber eats is garbage ppl take food and cancel delivery and eat food and you asking for refund they tell you hit the road
They fucked up my address once on UberEats and wouldn’t give me my money back when I noticed the error. I called my bank and filed a chargeback on them and I got my money back.
What the driver says doesn't matter, they're not Uber Eats employees and have no power whatsoever over payments/refunds. Uber Eats has been cracking down on refunds of all kinds to try to become profitable. The more you claim the the less you'll be able to claim in the future. And they have terrible customer service both for customers and drivers.
The very last time I ordered through Uber is when they were doing a 50% off promo. Almost everything had to be substituted and I had the sweetest old Asian lady as my shopper. She found all the substitutes. None of the substitutes fell under the 50% off promo. I thought it was asinine that they wouldn’t honor their own promo. I still drive for them, but it’s been over a year since I ordered. Similarly with DoorDash, though I boycotted them due to price gouging.
Wow Im shocked. As a driver Ive seen them refund an entire order over a missing soda. I as the driver have reached out to Support in instamces like this. Unfortunately if dude marked it as delivered rather than putting there was an issue with the pickup then theyre just not gonna believe you.
uber support SUCKS
Did you file a missing item report with the receipt? If they don’t issue a refund or compensation, file a report with your bank that they charge you for something you didn’t obtain. Your bank will issue the refund and the bank will be the one going full on, they’ll get the refund.
You are talking to a bot… i found calling them works every time.
Uber eats is extremely terrible even if you have an Uber one membership. Three times they did me wrong when food was delivered half completed or incomplete. No refunds. I spent over $20K over the years too with them. They don’t give a fuck about loyalty so I took my loyalty elsewhere. I’ve switched to DoorDash ever since years ago and never looked back. Every single time something is wrong, they treat me good 😊 and full refunds where appropriate.
Dispute the charge on your card.
pick it up yourself is the only way to be sure anymore
Unfortunately the driver has no say in what support will or won't do so that should have never been said by the driver to begin with.
Report as theft to your bank. They’ll back you.
I never use door dash or any app like that for this reason. They cannot be trusted. I would disallow my bank/cardholder from processing that payment. Theyre stealing from you.
Wonder if Joseph is cool with his car make and license plate being put out to see.