UberEats - Promotional offer removed during payment

DavidWFC

Hi - Last night I placed an order with a local restaurant and utilised an offer of £5 off a £15 spend at selected restaurants.  Nowhere could I see a list of restaurants so I clicked through some restaurants to see which listed it as available. 

We found that our local Indian restaurant was showing the offer as available so we placed created an order for £27.30, and at the checkout the order showed the £5 discount and the total showed as £22.30.  However after I pressed pay and entered my payment details, the order value was put back to the £27.30.

I've contacted UberEats and they refuse to listen to my concerns, and they repeatedly reply with a seemingly stock answer of:
"Unfortunately, we will not be able to offer any compensation with regards to your concern. We are bound by certain policy limitations and would not have the liberty to make exceptions."

I paid on my credit card, would I have any protection there I can use to get a refund.  I'm not that bothered about the £5, it's more the lack of acknowledgement and acceptance of the issue.  I'd rather get the £5 back and give it to a charity who is more deserving than a company who is happy to rip off a customer.

Ergates

Unlikely - a refund for what exactly?  They told you (before you confirmed) it would cost £27.30 and you agreed to pay £27.30 and then they charged you £27.30 and delivered the food as agreed.

What they have here is a badly designed special offer system on their website - but you're not out of pocket, so unless you're claiming emotional distress, I'm not sure why you'd expect money back from them.   Their website sounds bad through, so maybe raise a complaint about that.

DavidWFC

Sorry if I wasn't clear, the order value was changed after I agreed to pay and entered my card details.  It wasn't until the confirmation I was made aware of the value been changed.

jon81uk

I had this issue of vouchers disappearing during checkout and it not being clear when I am actually getting charged and if there is another screen to confirm or not.

i did however get a refund after some insistence with their online chat.

Aylesbury_Duck

I've had the same problem but picked it up before payment.  It seems that an offer gets registered, then you need to add it again.  Either a cynical bit of design, or a design flaw.

Just use another of the many delivery companies out there.

Jenni_D

Or order for delivery directly from the takeaway itself.

born_again

DavidWFC said:

Sorry if I wasn't clear, the order value was changed after I agreed to pay and entered my card details.  It wasn't until the confirmation I was made aware of the value been changed.

The only way the card company would be able to help is if you have proof that the bill was for £22.30 & you got charged £27.30.

So that would be a receipt/email stating £22.30 for the meal.

Ergates

DavidWFC said:

Sorry if I wasn't clear, the order value was changed after I agreed to pay and entered my card details.  It wasn't until the confirmation I was made aware of the value been changed.

Well in that case then you're *due* a refund - and it sounds other people have managed to get a refund under similar circumstances.  I guess it comes down to if you can be bothered to expend the effort required for the amount of money you're owed.