Uber Eats Refuse Refund on Their Error

jojebauk

I thought I’d treat myself to a pizza and a dessert on Uber Eats. I found a restarant, chose a pizza, but found they were out of all their desserts. So I found a different restarant, and picked a pizza and a dessert: the app came up with the usual warning that starting a new order will discard my original order, which of course, I said yes to. I confirmed my order for the pizza and dessert. Half an hour later, I got my pizza and dessert. Great. But five minutes after that, another pizza arrived. It was the pizza from the first restaurant. (And stone cold, I might add.) I contacted Uber Eats to ask how this has happened. They refuse to offer any refund. I have insisted but they simply say ‘ Unfortunately, we will not be able to offer any adjustments with regards to your concern. We are bound by certain policy limitations and would not have the liberty to make any exceptions.’ Surely I have some rights as a consumer here? How do they get away with this? I know it’s just £10 for a pizza but it’s the principle, and frankly, I didn’t want to spend another £10 on a cold pizza I didn’t need. Any suggestions?

LABMAN

jojebauk said:

I thought I’d treat myself to a pizza and a dessert on Uber Eats. I found a restarant, chose a pizza, but found they were out of all their desserts. So I found a different restarant, and picked a pizza and a dessert: the app came up with the usual warning that starting a new order will discard my original order, which of course, I said yes to. I confirmed my order for the pizza and dessert. Half an hour later, I got my pizza and dessert. Great. But five minutes after that, another pizza arrived. It was the pizza from the first restaurant. (And stone cold, I might add.) I contacted Uber Eats to ask how this has happened. They refuse to offer any refund. I have insisted but they simply say ‘ Unfortunately, we will not be able to offer any adjustments with regards to your concern. We are bound by certain policy limitations and would not have the liberty to make any exceptions.’ Surely I have some rights as a consumer here? How do they get away with this? I know it’s just £10 for a pizza but it’s the principle, and frankly, I didn’t want to spend another £10 on a cold pizza I didn’t need. Any suggestions?

Put the oven on?

jojebauk

LABMAN said:

jojebauk said:

I thought I’d treat myself to a pizza and a dessert on Uber Eats. I found a restarant, chose a pizza, but found they were out of all their desserts. So I found a different restarant, and picked a pizza and a dessert: the app came up with the usual warning that starting a new order will discard my original order, which of course, I said yes to. I confirmed my order for the pizza and dessert. Half an hour later, I got my pizza and dessert. Great. But five minutes after that, another pizza arrived. It was the pizza from the first restaurant. (And stone cold, I might add.) I contacted Uber Eats to ask how this has happened. They refuse to offer any refund. I have insisted but they simply say ‘ Unfortunately, we will not be able to offer any adjustments with regards to your concern. We are bound by certain policy limitations and would not have the liberty to make any exceptions.’ Surely I have some rights as a consumer here? How do they get away with this? I know it’s just £10 for a pizza but it’s the principle, and frankly, I didn’t want to spend another £10 on a cold pizza I didn’t need. Any suggestions?

Put the oven on?

Like I could eat two entire pizzas!

Spank

You could have it the next night.
You could try and contact them via social media

jojebauk

Whether I could (or would want to) eat reheated pizza the next night is not the point - I am asking whether they have the right to refuse a refund when the error was with their app, and to ask what steps I could take. It’s dodgy if they can do this.

DoaM

Can you evidence the message that came up to state your previous order would be cancelled?

Check their T&Cs to see whether this is mentioned anywhere - if it is then that's your hook to get them to refund ... not complying with their own T&Cs. (PS - I have no idea if this is mentioned anywhere; this is merely a suggestion as to a possible way out for you).

AW618

You haven't said anything to indicate that they accept the error was with their app.  What did they say about that?

m-holland

Did you not notice the email for the first order?