Refund from Uber Eats

Ginwood26

Looking for some help and support with UberEats here.

Ordered a Lebanese takeaway on Sunday night, through the UberEats app and paid by debit card.
The food was never delivered as the driver went to the wrong address (despite the in app map) told us he wouldnt be delivering once he got there as we were a mile away (less than 0.3 miles). We then tried to direct him back to the right address to which he replied and we screenshotted, that he was going to stay there wait for the timer for delivery to expire and not deliver the food but were still charged full price.

We reported this on the app as there was obviously a problem with our order, and they have refused to give us a refund saying 'We understand that these issues do arise on occasion but not often at this regularity.' When challenged on this they said they understand we are not happy and they would not be able to offer any compensation.
We have asked to speak with a supervisor but they just ignored that message and sent the same generic message as before.

We have posted this story on Twitter but are waiting for a response, any help/guidance/retweets on the tweet posted would be appreciated. 
Wont let me post a link but its the first tweet by @katieclark92 and @G_inwood89

Thanks!
P.S. Safe to say we won't be using anything to do with Uber again!

waamo

Try a chargeback from your card provider.

Ginwood26

I thought that would only work from a credit card over 100?

waamo

Ginwood26 said:

I thought that would only work from a credit card over 100?

That's a section 75 claim. Chargeback is an informal system set up by banks for debit cards. It doesn't offer the same protection as section 75 but it is sometimes useful. It may not be successful but it doesn't cost you anything so is worth a try.

Spank

No that's a s75

KatrinaWaves

Ginwood26 said:

We reported this on the app as there was obviously a problem with our order, and they have refused to give us a refund saying 'We understand that these issues do arise on occasion but not often at this regularity.' When challenged on this they said they understand we are not happy and they would not be able to offer any compensation.

How often have you complained about Uber Eats service, over how long?

Ginwood26

KatrinaWaves said:

How often have you complained about Uber Eats service, over how long?

Third time we have used Uber Eats, first time with Pizza hut and they missed out half the order (was Pizza Huts fault and they refunded it) and there was no problem the 2nd time.

KatrinaWaves

Ginwood26 said:

KatrinaWaves said:

How often have you complained about Uber Eats service, over how long?

Third time we have used Uber Eats, first time with Pizza hut and they missed out half the order (was Pizza Huts fault and they refunded it) and there was no problem the 2nd time.

Sounds like theyve decided a 2/3 failure rate is too high for them to believe. 

You will get your money back but may find your Uber Eats account is closed.

Ginwood26

KatrinaWaves said:

Sounds like theyve decided a 2/3 failure rate is too high for them to believe. 

You will get your money back but may find your Uber Eats account is closed.

Yeah I accept that but surely from their perspective 2/3 is really bad service and should be rectifying their mistakes? 

We keep pushing and all we are getting is automated generic responses and them wanting to close the case.

KatrinaWaves

Ginwood26 said:

KatrinaWaves said:

Sounds like theyve decided a 2/3 failure rate is too high for them to believe. 

You will get your money back but may find your Uber Eats account is closed.

Yeah I accept that but surely from their perspective 2/3 is really bad service and should be rectifying their mistakes? 

We keep pushing and all we are getting is automated generic responses and them wanting to close the case.

It entirely depends. If every other customer is happy with these restaurants in that area, and those drivers, yet you’ve been unhappy with 2/3 then they may consider that it’s a you issue not a them issue.

You will probably need to go to your bank for your refund, which is why you will probably lose access to Uber eats. But if they’ve given you bad service 2/3 times then you won’t want to use them anymore anyway. 

born_again

Why use a 3rd party co. Ring the restaurant direct.