Uber eats refusing to refund undelivered order

Stacy_Cann

Hi, 
I wanted to treat my kids to a McDonald's on 30th September so I placed an order through the McDonald's app. 1 hour goes by and the order has still not arrived and he estimated time of delivery keeps getting later and later. I start trying to phone Uber customer service to have the order cancelled as by this point it was getting late and I had two very disappointed, tired and grumpy children. Whilst in a call queue to speak to someone I also load up the online chat for Uber which also informs me that I'm in a very long queue to speak to someone. I have a phone call so I put the Uber call on hold (which at this point I'd been waiting for around 20 minutes and still hadn't gotten to speak to anyone) and it was an Uber driver telling me he was the second driver to attempt to collect my order but it wasn't there. He said he would cancel the order and I could then reorder it. I obviously wouldn't be doing this so I hang up the call to the driver, as well as Uber customer service assuming it is all in hand but still send an email to Uber explaining the situation and confirming with them that my order was cancelled and I required a refund. 
Jump forward to Wednesday 5th October when I realise that the money has been taken and I have not actually received any written confirmation of the order cancellation. So I ring the customer service number again which is disconnected. Speak to my local McDonald's who give me another number, this is also disconnected. I message the McDonald's Facebook page and they give me another number to try, also disconnected. I by chance happen to try the phone number again later in the day and it rings so I again sit on hold for 30+ minutes only for it to disconnect. I try again, this time 30 minutes goes past and someone actually answers. I explain the situation she asks for my email address and phone number and then claims that I have no orders on my account and that she won't be able to help me. This then results in myself getting rather annoyed because I know the order was placed, I have the email confirmation of the order but she is having none of it and being very rude. I get so frustrated that I eventually have to hand the phone over to my husband for a minute so I can compose myself. All the while the call is on speaker phone so I'm still listening and by this point my husband has the bright idea to start recording the call for evidence. She continues to argue with us for another 10 minutes only to then suddenly locate my order to which she says, "this order is over 48 hours old, I'm sorry we can not refund you for it". I'm shocked! She had just confirmed that yes the order was indeed cancelled by themselves and yet they're not giving me a refund due to the fact that I wasn't on the phone to them sooner to report it. Ignoring the fact that I reported it straight away by the chat bot email but she just dismisses this out right. I ask to speak to her manager. He is equally as rude, repeats the same load of rubbish as the women and goes "as this concern is now dealt with I am authorised to end this call" and hangs up. 
So now where do I stand? 
I have already started proceedings with my credit card company so I can only hope that they are able to reverse charge the transaction. How can they get away with charging me for something I did not receive? I did notify them within the timeframe they're just conveniently choosing to ignore that. I have posted about this on as many platforms as possible in the hopes that they will listen. I have had messages from Uber and Uber eats over Facebook basically telling me they're unable to help and I need to speak to the specialist team and gave me the same phone number.
Thanks for taking the time to read all of this. I appreciate any help you can provide.

(Images removed by Forum Team)

Stacy_Cann

Sorry if all the screen shots are appearing out of order. It's my first time posting on here after someone recommend seeking help from here

custardy

people dont need the whole tale .

basics. you ordered,  what happened you didnt get your order?
What follow up?
Why is it not bering refunded?

Stacy_Cann

custardy said:

people dont need the whole tale .

basics. you ordered,  what happened you didnt get your order?
What follow up?
Why is it not bering refunded?

Sorry, I didn't mean to offend with oversharing. I was just being thorough and providing as much information as possible.  

Stacy_Cann

custardy said:

people dont need the whole tale .

basics. you ordered,  what happened you didnt get your order?
What follow up?
Why is it not bering refunded?

So to summarise

I ordered Friday 30th sept 

 It failed to arrive and was ultimately cancelled by the driver as the order was not located.
I emailed customer service as the hold queue on the phone was taking too long.
Customer service emailed me back two days later claiming the order was not linked to the account I emailed from (it was!) 
I phoned again yesterday Wednesday 5th Oct 
They refused to refund as it had been more than 48 hours since I placed the order l

Better?!

Aylesbury_Duck

Just await your card company's action.  Now you've started that process, there's no point doing something else, it'll just confuse matters.

tripled

I agree with Aylesbury_Duck, now you've raised it with the credit card company, they should claim it back and from the sounds of it Uber don't really have any grounds to dispute it. Let them do the work for you.

Undervalued

Stacy_Cann said:

custardy said:

people dont need the whole tale .

basics. you ordered,  what happened you didnt get your order?
What follow up?
Why is it not bering refunded?

So to summarise

I ordered Friday 30th sept 

 It failed to arrive and was ultimately cancelled by the driver as the order was not located.
I emailed customer service as the hold queue on the phone was taking too long.
Customer service emailed me back two days later claiming the order was not linked to the account I emailed from (it was!) 
I phoned again yesterday Wednesday 5th Oct 
They refused to refund as it had been more than 48 hours since I placed the order l

Better?!

Much better!

Follow the excellent advice in the two posts above this!

biscan25

This happens all the time - It has with me.
Note that the ultimate outcome is usually a successful chargeback, followed by Uber cancelling your account because they maintain you owe them money.

Stacy_Cann

biscan25 said:

This happens all the time - It has with me.
Note that the ultimate outcome is usually a successful chargeback, followed by Uber cancelling your account because they maintain you owe them money.

That's good to know, hopefully my chargeback will be successful too. 
I couldn't care less if they cancel my account, I am however worried they'll try and recharge me again as I have seen others mention that this has happened to them 

marcia_

Stacy_Cann said:

biscan25 said:

This happens all the time - It has with me.
Note that the ultimate outcome is usually a successful chargeback, followed by Uber cancelling your account because they maintain you owe them money.

That's good to know, hopefully my chargeback will be successful too. 
I couldn't care less if they cancel my account, I am however worried they'll try and recharge me again as I have seen others mention that this has happened to them 

 Ensure you delete your card from the app them they can't