to think Uber Eats are thieving scumbags?

[Lastminuteshopper]

Ordered a curry takeaway a few nights ago. Uber Eats driver arrived, we brought it in and realised we’d been given someone else’s order. Not that it matters but it was seafood, which I like but not in a curry! One dish was crabs legs which we didn’t even have the tools to crack open and eat!

Called restaurant who said the driver had taken two orders so must have switched them, but that we had to go to Uber Eats for a refund and could reorder (from
Uber Eats) in the meantime.

Did that. Another £44 charged to my card - not cheap, but was a treat!

Wrote to Uber Eats support at the same time and explained. The response was that “after a review of this case and your account activity, it is not possible to provide a refund”. I’ve pushed back several times since asking why not - I‘ve essentially been charged £88 for a £44 takeaway. Met with the same generic responses - “each case is reviewed individually to ensure a fair resolution, we’re sorry you’re disappointed etc”:

What am I missing here?! Any suggestions as to why they think this isn’t a refundable order and how to escalate this? They’re no longer responding to my messages on the “support” thread. £44 is a fair amount to write off but even if it were £5, its the principle isn’t it?

I'd suggest you take the complaint to Twitter, tweet them rather than DM them so it's public a d politely set out the facts a d demand a refund.

Failing that, request a chargeback through your bank (or PayPal) for "goods not received". Point out that the two transactions are for the same amount and provide screenshots of orders and chat messages, plus pics of wrong food.

It may take weeks, just to manage your expectations. But the bank has generally been quicker for me than organisations holding onto my money.

Also, take a look at these two pages to back up your argument. Don't give up. That's what they expect you to do.

help.uber.com/merchants-and-restaurants/article/managing-refunds-for-missing-or-incorrect-orders-?nodeId=9aa57e9b-8bbf-4aa7-91d6-96ca77682dd2

help.uber.com/ubereats/restaurants/article/my-order-is-wrong?nodeId=93fe8ec6-1f78-4279-a574-177d122fda26

I had this with Uber eats and McDonald’s even sent them a pic of the wrong items and date my name etc so couldn’t be faked and they refused a refund and told me if I continue to complain they would ban me 🤦🏻

Have you complained before?

Uber puts a block on refunds for accounts that have complained too many times.

I had exactly the same issue and the same reply.

Keep complaining and they will eventually refund! I kept emailing.

Also, how did you pay? I'd paid via PayPal so raised an issue with them and they were very helpful. Credit card companies are usually helpful too.

Good luck

Always pay by PayPal they usually find in the customers favour especially if you have evidence to back it up.

What was wrong with the old system of phoning up the takeaway place direct? Or is everyone scared of talking to people these days?

Some places have stopped running their own delivery drivers so if you want it delivered, you need to use ubereats.

Where I live, we sent have uber let alone ubereats so not problem here!

Ok. Not a huge population round here. As far as I know, the 2 takeaways in the nearest village still do things themselves.

I suspect people would prefer the "old way" round here and if they want chinese or indian they don't have much choice for another 10 miles or so! Very different in bigger places, I'm sure.

I had a poor experience with UberEats a few months ago, and got the same copied and pasted reply 3 times on the support case. If it helps, the key words that did the trick were requesting to escalate to a manager - that got me a reply from a human and a refund in the end.

I lost a food delivery because the Uber Eats driver claimed I’d given the wrong address. They refused to refund me so I had to make a claim via my bank.

I refused to use them now.

I had similar issue - rmded up emailing the CEO, FD etc and got sn immediate response znd resolution.

Thanks everyone! Really good advice here. I’ll do all of it - feeling buoyed up to continue the fight! Haha.

Replying in haste so not tagging as am with baby atm, but no I don’t think I’ve requested a refund before but if I have it would have been no more than once and a long time ago as I usually use Deliveroo. So not pattern of behaviour or anything.

And we asked the takeaway place if they deliver themselves - they said they only use UberEats.

Thanks all, I’ll let you know if I get my money back!

If you order through UberEats/JustEat/Deliveroo they are the ones that take your payment, so regardless of whose fault it was, they are the only ones who can refund you. The restaurant can’t.

They also cannot send out the food again because they don’t pay the drivers either, that is through the delivery company.

I had a similar issue with Uber eats as well where they refused to refund me and then stopped replying. Luckily I had paid with PayPal who sided with me when I provided them evidence. Uber doesn’t accept this as a refund though and put your account in credit so you cannot use it again until you give them the money back, not that I want to.

That's my point. The beauty of ordering direct is no middle man - speak to the people at the cutting edge and who are in charge.

Right, but most restaurants cannot afford to have their own delivery drivers and so use delivery companies.

The exact same thing happened to me! Contacted them on all social medias to no avail. I spoke to my bank and get the money refunded through them instead

FFS. I know. My point still stands.

Either way, if you outsource something to people who upset too many of your customers too much, it can end up being bad for business and a false economy.

We had a missing nan from an Indian ordered by ubereats. Strangely the restaurant receipt was inside the bag and the nan was ticked. When I complained they refunded. Exactly the same thing happened the next time we ordered an Indian meal. This time ubereats refused a refund. Fortunately I paid by PayPal and they refunded me. I have never ordered from ubereats since as my account is in debit which needs to be paid off before I can place another order.

You obviously dont understand how this works with the majority of takeaways these days. Very very few have their own system in place to take orders or deliver them so just eat or equivalent are the only options. We dont have ubereats here, only Just Eat so we use them quite a lot (well we did we havent had any for a couple of months)

Phone Uber. They're fab on the phone.

I've had similar issues. JustEat also had someone use my card fraudulently for a £32 McDonald's order. I contacted them
and was passed from pillar to post by their customer service team, was a nightmare. In the end I never got my money back and just resolved to never use their service again.

Nope, people are idiots and will keep ordering no matter how many times their order is wrong 😂

I had a similar problem that was also denied. Had never asked for a refund before then.

I don’t use them now, I stick to the other apps.

For a fraudulent card transaction, you call your bank, not just eat.

Did you call your bank? You'd have got the money back through them.