Should I report Uber Eats to trading standards / my bank?

Manxman_in_exile

I think you only get one shot per transaction at a chargeback.  So if Uber were to take the money from you again, I doubt your bank would grant you another one.  As I said earlier, I'm a bit surprised Uber haven't already taken it back from you.  (Might be a good thing if they did as then you could issue a court claim... )

Anyway, a chargeback isn't a law-based remedy and doesn't address the root cause of this problem - which is that Uber are convinced you owe them £33.  You really need to persuade them that they are wrong.  I doubt that Facebook chat and Twitter are sufficiently nuanced to let you do so.  You need proper communication with a living person, whether by 'phone or a well explained letter or email.  As I say, I know nothing about Uber, but if there's no "proper" way of communicating with them or complaining to them when something goes wrong, I wouldn't use them.  Depends how much the convenience of using Uber is worth to you.  In your case it's £33 for nothing at the moment.

Dunno if this could affect your credit rating 

I still wonder if they're in breach of GDPR...

hungry_hippo

Manxman_in_exile said:

I think you only get one shot per transaction at a chargeback.  So if Uber were to take the money from you again, I doubt your bank would grant you another one.  As I said earlier, I'm a bit surprised Uber haven't already taken it back from you.  (Might be a good thing if they did as then you could issue a court claim... )

Anyway, a chargeback isn't a law-based remedy and doesn't address the root cause of this problem - which is that Uber are convinced you owe them £33.  You really need to persuade them that they are wrong.  I doubt that Facebook chat and Twitter are sufficiently nuanced to let you do so.  You need proper communication with a living person, whether by 'phone or a well explained letter or email.  As I say, I know nothing about Uber, but if there's no "proper" way of communicating with them or complaining to them when something goes wrong, I wouldn't use them.  Depends how much the convenience of using Uber is worth to you.  In your case it's £33 for nothing at the moment.

Dunno if this could affect your credit rating 

I still wonder if they're in breach of GDPR...

My initial point of contact was in their Uber support chat and I did explain it very clearly.  I only contacted them via Facebook after I didn't get a chat reply, then somone checked my account and it went from there.  About an hour ago I phoned their rider support phone number and expalined my app wasn't working and the reasons why (there's no number I could find for Uber Eats in the UK).  They were actually quite apologetic and put me through to Uber Eats I think in the US.  Explained again there, again quite aplogietic, said as it was already a finished order they would escalate it to the specialist team.  Then got an email from their team asking me for more info so I replied with the below:

not holding out much hope though but at least it sounds like someone might try and look into it which should have happened on all the previous occasions

"Hi

I ordered 12 bottles of alcohol (Peroni) from a company called Alcohol Delivered for £33.79.  Shortly after the order was placed, I got an email saying that it had been cancelled.  I was expecting it to be refunded as the shop cancelled it, however after waiting several working days, I saw the transaction showing up as taken rather than refunded. Obviously I hadn't received the order and had been charged for it, so I was unhappy.  I contacted uber several times via Facebook and the app but they wouldn't investigate the issue because the order was more than 48 hours old.  I had to unfortunately get a chargeback via my bank to get the order refunded as I couldn't get uber eats  to do so at the time

The amount is now showing as outstanding on my Uber account but of course I didn't receive the order as the shop cancelled it, so it shouldn't be owing.  I can now no longer use the uber app, and I would like to still use uber for taxis etc.  Would you be able to correct this problem please i.e. cancel the £33 owing charge, as the evidence on the account must show the alcohol order was not sent out because the shop cancelled it, so I shouldn't have to pay for it!

hope you can help resolve this

thanks"

born_again

hungry_hippo said:

eskbanker said:

I'd start by getting hold of their refund policy and seeing if it corresponds with what you were told by their rep, before deciding if any follow-up action is necessary on its (apparent il-)legality.

In the mean time, issue a 'goods not received' chargeback via your bank to recover your money....

Hi, I got a charge back from my bank and the amount was refunded. Uber eats response was  to post the amount back onto my uber account as unpaid and owing.  If I log in, it shows a message saying I can't order from them until I pay the £33. I am totally fine with this as I would never order anything from them again anyway. Can I just close my account and forget about them? I'm bothered they might contact a collections agency and it will show up as an unpaid amount and affect my credit file / mortgage application etc thanks.

One thing to remember you get a refund from your bank straight away. Uber in this case have 45 days to reject it. The fact that they have now added it back to your account. Does not mean they have not rejected the chargeback. So you could still be redebited by your bank if rejected.
While uber have 45 days to reject, it can take longer for the bank to process the debit again. If that happens you can not do another chargeback. It is in effect the end of the claim.
So do not celebrate just yet.👍

hungry_hippo

Well Uber have finally sorted it and agreed I was wrongly charged!

Why the below response couldn't have been their response to my first and many subsequent messages in the app / social media over 3 weeks, I have no idea. Clearly their front line in-app customer service is just non existent and doesn't bother to look into anything, so I would avoid using the Uber Eats service!  

From uber:

"We are sorry to hear about this experience, we can only envision how frustrating and disappointing this is. Naturally, this is never the kind of encounter we want our customers to have.

We're sorry to hear about the issues with your order. We've looked into this and can see that the restaurant canceled the order. As a result, we have processed a full refund of £33.79 for you. The refund amount should reflect on your account within the next 3-10 business days.

We hope to offer you a better experience on your next order."

Manxman_in_exile

Good.

Pity they couldn't explain why it took them so long to do the right thing...