Uber Eats

BenjaminClarke

user1977 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.

Imagine if my account was hijacked

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

Yes I have already done that but they still have my phone number, address etc. I do not want my account to remain open, it is as simple as that, surely that is my right!? 

BenjaminClarke

sheramber said:

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.

That's not how these apps work. You claim the refund through Uber Eats as they are the ones who took the money. Uber Eats charge the refund back to the restaurant if it is an issue with the food. If it is an issue with the driver then that falls to Uber Eats. 

It is a crazy system I know and one that clearly is flawed. The restaurant were really sorry about it and told us to get a refund through the app, we tried and Uber Eats said no. We were only asking for the refund on the chips too, not the whole £50 bill. Nothing more the restaurant can do, they can't force Uber Eats to refund us. I am sure if we complained further we'd get something but now I just want to close my Uber Eats account. They are the ones who have really made the process impossible. All this over two portions of uncooked chips, HAHA. Now I just want to close my account with Uber Eats. I cannot trust a company that has no active customer services. 

BenjaminClarke

screech_78 said:

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. 

Overreacting? Did you read my post properly? I said that they didn't contact us back for two days. Would you have kept it on the kitchen side then? I had no idea they'd ask for a picture. 

Again, I do not think you understand how the process here works. Uber Eats issue the refunds and charge them back to the restaurant. It is just how it works. The restaurant couldn't have sent new chips because the drivers work for Uber Eats. Why are people commenting when they have zero clue on how the process even works? 

If you think it is acceptable for paying customers to be forced to pay for uncooked food then I find that amazing. Anyway, this isn't even about that, this is mainly about the fact I want to close my Uber Eats account and they are basically just not letting me. 

Hope that helps you to understand the situation better. Just wondering what you would have done in the same situation? Eaten the frozen chips? I would pay to see that. 

mattyprice4004

When any goods are faulty / not as described, the retailer will usually want proof - I don’t mean to shift blame, but I suspect 99% of posters would have taken a picture to send in. 

I wouldn’t expect any kind of resolution without proof or everyone would claim a refund all the time for issues that don’t exist. 

With regards to your account they will keep some basic information on file for accounting purposes even if you do manage to close it - which they’re allowed to do. It’d be deleted after a number of years once it’s no longer relevant, though. 

born_again

BenjaminClarke said:

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. 

That's just crazy...

Far better to simply order direct from the restaurant. Cut out the leaches raking in £££ for doing nothing. Then the food suppliers can make more profit so they can afford to cook the food correctly 🤣

Aylesbury_Duck

BenjaminClarke said:

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. 

Oh absolutely, I understand the situation completely.  You're spending hours worrying about an account following a dispute about an £8 portion of chips in the context of three years' satisfactory service from the restaurant and delivery service.  Just await the response to your letter and it'll surely all be sorted.

sheramber

Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. 

A bit of an overreaction to say a meal was inedible because the chips were still frozen in the middle. 

Ergates

sheramber said:

Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. 

A bit of an overreaction to say a meal was inedible because the chips were still frozen in the middle. 

If you ordered fish and chips and the chips were frozen, I doubt you'd be placated with "But the fish was OK".   

sheramber

Ergates said:

sheramber said:

Recently we were delivered a meal that was inedible, the chips were still actually frozen in the middle. 

A bit of an overreaction to say a meal was inedible because the chips were still frozen in the middle. 

If you ordered fish and chips and the chips were frozen, I doubt you'd be placated with "But the fish was OK".   

The meal may less enjoyable but I wouldn't say the meal was inedible, just the chips.  I would eat and enjoy the fish.

Ergates

mattyprice4004 said:

When any goods are faulty / not as described, the retailer will usually want proof - I don’t mean to shift blame, but I suspect 99% of posters would have taken a picture to send in. 

I wouldn’t expect any kind of resolution without proof or everyone would claim a refund all the time for issues that don’t exist. 

With regards to your account they will keep some basic information on file for accounting purposes even if you do manage to close it - which they’re allowed to do. It’d be deleted after a number of years once it’s no longer relevant, though. 

People might have done - but I have to agree with the OP on this.  If Uber are going to demand a photo before providing a refund, then they need to make this clear up front - not to come back with it 2 days later (when the refund request is for food).  It shouldn't be on the customer to anticipate what demands the company *might* want - Uber Eats either need to get back to refund requests within a timeframe in which it would be reasonable to expect to customer to keep the food, OR they need to say "We've got a backlog, we'll be in touch in a couple of days, take photos of the food before disposing of it" within that timeframe.