To be annoyed they won’t refund?!

[BiscoffSundae]

I just did an uber eats order from Iceland’s half my order was missing and almost £10 worth of food which I’ve been charged for but uber eats won’t refund me. Has anyone else had this issue?

Anyone?! The service is terrible they just keep repeating the same thing to me and refusing to refund me it’s almost £10 worth of shopping can’t be just me this has happened to

I had a friend post on FB that they had this happen with a Morrisons delivery from either Amazon or Uber I forget which one but they kept nicking her steaks.

What is it that they keep repeating to you?

That they will not refund, they said they will not refund as I’ve previously had a refund for missing items on an order from months ago (and a different place not Iceland’s) not my fault they can’t get the orders right; they said I could provide more information which I did, a picture the courier left of the bags outside my door so not my own picture where you can see the items aren’t in the bag and that’s still not good enough apparently they just sent me the same message copy and pasted no refund, I’ve gone on the menu to add up how much the items came to and conveniently they’ve all been removed but that’s still not good enough apparently, I wonder if my bank could help?

Your bank should be able to help with a chargeback, but there’s a chance Uber eats might block your account.

Don’t care if they block me

There service is shocking I’ve sent them screen shots the show them the items have now been removed and they still saying I’m lying. I don’t care if they block me won’t be planning to use them again.

To show them*

YANBU. Sounds terrible.

But can't you just get delivery direct from Iceland? What's the benefit of involving Uber Eats?

Agree. Often supermarkets have low cost/free
delivery slots. Do this.

SIL ordered a fast food delivery via Uber Eats and was following the progress on their live map. She saw the driver pull into her cul de sac, turn and leave. I mean physically saw him - not just on the map. Her phone suddenly notified her that the food was delivered, but obviously it wasn't. After much wrangling, she got a refund. She said it wasn't the first time they had done this, but it was the first time she had watched it happen with her own eyes.

I had this from Uber eats before.

I just kept arguing back with them that it was completely unacceptable that I should be penalised for a mistake by their supplier and I was happy to provide whatever proof was needed, would be happy with just receiving the item I ordered instead of a refund etc. eventually I got through to a real person who apologised and refunded my entire order.

UberEats is same day delivery, often within the hour, whereas if you order direct it's next day at best.

You can raise a dispute with your bank. Sounds like a frustrating situation. Hope your bank is more helpful.

I’ve had this with Ubereats where a takeaway food delivery order was only partially delivered and they refused to refund me.

I’ve not used them since.

Yes! Me! Just shy of £40 from Asda two weeks ago yesterday. They cancelled the order, I paid by PayPal, they said I'd be refunded in 3 to 10 days but still no refund.

I've tried to get hold of Uber. Impossible. I've raised a complaint via PayPal but the support@uber email bounces back with a message saying my email hasn't been received by them.

I'm not on social media so can't tweet them. I've phoned every possible number but no luck, one operator even said 'so happy we could help you, goodbye' and hung up as I was shouting 'don't hang up!'.

I will never, ever use Uber again.

Iceland have same day delivery slots. They're £6 mind but they do have them.

@BiscoffSundae have you spoken to Iceland about the missing items? They really should either replace them or refund you!

I'm not on social media so can't tweet them.

In your shoes I'd open a Twitter account just to let them (and the millions of Twitter users) know what shocking "service" you've received, and which has left you out of pocket.

Why should you lose money through their fault - especially when we're all having to tighten our belts? 🌹

Iceland are currently discounting their same day delivery slots to £3, probably works out better for them and their customers as they don't have to deal with the shysters that are Uber Eats.

You're dealing with a bot- it's not a person. Persist. They've built it in to make it difficult to get multiple refunds, I assume because of people genuinely robbing them. We had this issue and I can't remember the magic phrase by my husband finally got through to a human. we got the wrong order- her name was on it and everything. Sooooo annoying.

Had the same with a takeaway order - only half correct items arrived.

They kept refusing to refund but I kept on and on, eventually they refunded me.

Never used Uber Eats after that!

If you’ve got proof you could take them to the small claims court perhaps that conversation might get your refund before?

I had similar - I’d requested extra sauce on something but it was delivered with no sauce (not a generic sauce I could just add at home) and a drink was missing. I was partially refunded for the missing drink but they wouldn’t do anything about the incorrect food, which I ended up having to bin (and provided photos, both before and after binning). Kept getting the same message repeated back to me.

This was a few months ago and I’ve not used them since, despite previously having ordered from them fairly frequently

Nope they won’t refund they’ve just stopped responding now, nothing since last night. I used them because I was meant to go out to get shopping but didn’t end up going so I couldn’t get one direct from Iceland’s as it was about 7pm so it would have had to be next day I needed some stuff yesterday but like I said was meant to go to the shops to get it, I will never order from Iceland’s again on Uber eats can’t believe how bad they are I thought they would be good. They’ve just stopped responding now so will try my bank

www.citizensadvice.org.uk/consumer/get-more-help/Solve-an-ongoing-consumer-problem/

I cannot see an official complaints procedure for UberEats.
Is it worth getting in touch with Iceland to confirm the items they supplied to UberEats as confirmation that UberEats didn't ever have the items they say the supplied to you?