Uber Eats

BenjaminClarke

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Aylesbury_Duck

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

BenjaminClarke

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Well I do not trust the company at all anymore, how can you trust a company that have no customer services? Imagine if my account was highjacked, there'd be no way of speaking to anybody about it. Highly worrying. I would go through any amount of work to delete my account with them. 

I shall write a letter to their head office address and see if they bother to respond. I doubt it though, they clearly do not care about their customers. After that I don't know, perhaps complain to the Ombudsman... 

Aylesbury_Duck

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Well I do not trust the company at all anymore, how can you trust a company that have no customer services? Imagine if my account was highjacked, there'd be no way of speaking to anybody about it. Highly worrying. I would go through any amount of work to delete my account with them. 

I shall write a letter to their head office address and see if they bother to respond. I doubt it though, they clearly do not care about their customers. After that I don't know, perhaps complain to the Ombudsman... 

I don't think there's an ombudsman for fast food deliveries.

I think you're overreacting.  You said yourself you enjoyed their service for three years without issue, and that of the restaurant for fifteen times in the same period.  You've had one delivery worth £50, of which one portion of chips wasn't cooked properly, and you suddenly have major concerns about their integrity as a business!  They're a fast food collection and delivery service, a process in which things will inevitably occasionally go wrong.  They haven't handled it as well as they might, and of course it's your prerogative whether or not you remain a customer, but I think you're worrying too much.  Just send them a letter asking for confirmation of account closure.

user1977

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Imagine if my account was hijacked

In order to do what? Presumably you can remove payment methods from your account?

leedavies

Just wanted to add I've had similar experience of Uber Eats, just wrote it off as bad experience and used Just Eat instead who we've found to be far better. 

born_again

Got to love how the restaurant that the food came & supplied the UBER driver the food. Have washed their hands of their error. They should be refunding, let's face it they will have got their money from UBER. Not UBER who have not done anything wrong.

sheramber

i assume you mean frozen as in not defrosted and not frozen meaning had been allowed to get cold.

If so, do the restaurant realise that- that it was their fault that the food was not properly cooked?  Surely, that is the restaurants fault, not Uber Eats' fault.

I would be pursuing the restaurant for a refund not just an apology.

If it was just that the food had been allowed to get cold after being picked up then that would be Uber Eats' fault.

screech_78

I can understand them not refunding when you have no evidence of what was wrong with it! 

Surely the restaurant should have been sending you some new chips when you raised it. 

Honestly, I think you’re massively over reacting. 

BenjaminClarke

born_again said:

Got to love how the restaurant that the food came & supplied the UBER driver the food. Have washed their hands of their error. They should be refunding, let's face it they will have got their money from UBER. Not UBER who have not done anything wrong.

The refunds are passed on for the restaurant to pay. It has to go through Uber Eats though. 

BenjaminClarke

Aylesbury_Duck said:

BenjaminClarke said:

Aylesbury_Duck said:

BenjaminClarke said:

Hi, I am hoping someone can give me some advice here. We have used Uber Eats for 2-3 years now for our food deliveries without any issues. Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. We contacted the restaurant, who we have eaten with over 15 times in the last two years and never had any issues, and all they said they could do is apologise and told us to contact Uber Eats for a refund. They have no telephone support and no email support at all. The only way to contact customer services is via the app. So two days passed and we heard nothing, we chased them every day and eventually got a message back asking us to send in photographs of the food in question. We informed them that it was two days ago and the food has been thrown out. They informed us that we couldn't get a refund because we have already had a refund about six months prior to this complaint. That was it, they have never responded to any other messages from us.

End of the day it appears that Uber Eats expect their customers to pay for inedible food. We requested to take it further and to this day, six days after the order, we have not had a response. We decided to just forget about it, even though the meal cost us almost £50!! Anyway, we said, "let's just close our account with them" - easier said than done. So I tried to close my account using the app, it goes through a whole process and then says the account is closed, however, I am still logged in, all my details are still attached to the app and I could use it if I wanted, nothing has been deleted basically, nothing has changed. I then tried via the website but the same thing happened. 

How can I get them to close my account for me? Surely it is my right as a consumer to choose whether I have an account with someone or not? Surely they cannot keep accounts open against theirs customers will? What should I do about this? Seeing as they have no customer services at all. Should I try writing to their head office about it? Or maybe trading standards? I just don't know how to get them to close my account. 

Depends how much work you want to put in.  I'd be happy just deleting the app and ignoring any further correspondence from them, but if you're determined to have your account closed, write to them instructing them to close your account and provide confirmation of them having done so.

Well I do not trust the company at all anymore, how can you trust a company that have no customer services? Imagine if my account was highjacked, there'd be no way of speaking to anybody about it. Highly worrying. I would go through any amount of work to delete my account with them. 

I shall write a letter to their head office address and see if they bother to respond. I doubt it though, they clearly do not care about their customers. After that I don't know, perhaps complain to the Ombudsman... 

I don't think there's an ombudsman for fast food deliveries.

I think you're overreacting.  You said yourself you enjoyed their service for three years without issue, and that of the restaurant for fifteen times in the same period.  You've had one delivery worth £50, of which one portion of chips wasn't cooked properly, and you suddenly have major concerns about their integrity as a business!  They're a fast food collection and delivery service, a process in which things will inevitably occasionally go wrong.  They haven't handled it as well as they might, and of course it's your prerogative whether or not you remain a customer, but I think you're worrying too much.  Just send them a letter asking for confirmation of account closure.

That is exactly what I did... lol. Maybe try reading my posts again buddy. 

Who in their right mind would pay for uncooked food? I wasn't concerned about Uber Eats integrity as a business because of the food. That is the restaurants problem, right? I clearly indicated that I lost confidence in their integrity as a business due to them having no customer services.

You clearly don't understand how the refund process works. Uber Eats issue the refund to the customer and then charge it back to the restaurant if it was an issue with the food. We spoke to the restaurant to who told us to claim a refund through the app, this is what always happens. Uber Eats are the ones who declined the refund. So their drivers now lose our custom, the restaurant now lose our custom, like I said, what a shame. Over a refund of £8 for the inedible chips, it was two portions and they were frozen in the middle. 

Hopefully you now understand better.