Uber Eats Help

Hi folks,

Bit of a weird one for you…

So today I ordered pizza from Franco Manca using Uber Eats. It was only after I ordered that it said ‘your order from Franco Manca (Chiswick) is confirmed’. Chiswick is not my local branch, food ordered from Chiswick would be cold by the time it got to me.

I tried to cancel immediately and couldn’t find an option so I called the restaurant- they said it was fine and to contact Uber eats so I can get a refund. 

After fruitlessly searching for a way to cancel the order, I eventually managed to cancel by attempting to change my address… to the same address but without the flat number, at which point an error message popped up saying that the restaurant didn’t deliver to my address so would I like to cancel. I said yes, but was informed that as the restaurant had already started making the order i still had to pay for it.

Now, I know the restaurant hadn’t started making the order so I tried to contact support. Turns out it is REALLY hard to contact Uber support. Eventually, by sheer determination, I managed to call Uber support by using the taxi app and was told to respond to an in-app message… I did, and after four hours was told ‘your order is not eligible for a refund. Thank you for your understanding.’ When I asked for an explanation, they repeated the same stock message. I put something on socials about it and after a brief, friendly discussion, I got shut down and again the ‘your order is not eligible for a refund’ message started. They absolutely refuse to give me a reason as to why it’s not eligible for a refund and have said they will not discuss it further.

Do I have any rights here? 

Comments

  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,285
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    edited 13 December 2023 at 8:55PM
    Did you actually complete the cancellation flow or did you stop when it said you could cancel but wouldn’t be refunded meaning the order wasn’t cancelled?

    I assume they never delivered the food?
  • I completed the cancellation flow and no food was delivered. Thanks for checking :)
  • You paid, item was never delivered. 
    They refuse refund.
    I'd contact bank and ask for chargeback in such situation.
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,285
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    edited 13 December 2023 at 9:13PM
    I completed the cancellation flow and no food was delivered. Thanks for checking :)
    Thanks OP 

    As above you can try a chargeback with the card provider.

    A recent thread on here suggested if successful Uber Eats may put your account in debit which presumably prevents you ordering with them again (personal choice as to whether that’s a consideration for you :) ).

    I would assume you can perform a chargeback for not getting the food. @born_again might comment on this one as to where the line is drawn due to the cancellation request and whether that affects your ability to perform a chargeback and/or whether Uber can use it to defend the chargeback. 

    Sadly these big companies like Uber are faceless, might be worth a chat with the restaurant before trying the bank, a sympathetic member of staff might have some internal procedure with Uber to action a refund (probably have more luck with this calling outside of their busy periods).
  • TeacherCat
    TeacherCat Posts: 67
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    edited 13 December 2023 at 9:11PM
    Thanks @Newbie_John I will attempt that... however, it gets even more ludicrous because I once used a company card to order an uber (for work) and so it defaulted to my company card for this order so I'm having to ask my boss if it's possible to stop the payment or anything  :/ I'm officially cursed today
  • TeacherCat
    TeacherCat Posts: 67
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    edited 13 December 2023 at 9:31PM
    I completed the cancellation flow and no food was delivered. Thanks for checking :)
    Thanks OP 

    As above you can try a chargeback with the card provider.

    A recent thread on here suggested if successful Uber Eats may put your account in debit which presumably prevents you ordering with them again (personal choice as to whether that’s a consideration for you :) ).

    I would assume you can perform a chargeback for not getting the food. @born_again might comment on this one as to where the line is drawn due to the cancellation request and whether that affects your ability to perform a chargeback and/or whether Uber can use it to defend the chargeback. 

    Sadly these big companies like Uber are faceless, might be worth a chat with the restaurant before trying the bank, a sympathetic member of staff might have some internal procedure with Uber to action a refund (probably have more luck with this calling outside of their busy periods).
    I have no problem with never using Uber again, but because I accidentally used the company card, I don't want my company to get into trouble  - I can't believe they've made it so difficult to cancel if there's a problem!! 

    Funnily enough, I was contacting Franco Manca as I read your reply - I don't want to bother them at a busy time, but I thought it was worth letting their head office know that Uber Eats were being difficult! According to what UE has said, the charge I've incurred SHOULD be going to the restaurant because they had already started making the order (even though they hadn't), but it will be interesting to hear whether they actually receive that money because I read a comment from the US where that definitely wasn't the case after a cancelled order!
  • I’d imagine on their system that once the restaurant accepts the order they consider the food ‘being made’ (as UE can’t see anything other than order submitted/accepted/out for delivery/delivered). So the default stance (understandably) is if the restaurant has started to ‘make the food’ then they should be paid, and potentially you can get the delivery charge back. 

    Out of interest, you say you’re sure that the restaurant definitely didn’t make the food - how are you sure on this? It’s not uncommon that the second an order comes through they start preparing the order to meet delivery times of under 40 mins. 

    The argument you may be able to make was that UE’s algorithm shouldn’t have recommended that place to you. But, personally, if the food has started to be prepared the restaurant shouldn’t be at a financial loss. It should be UE covering it as they made the mistake by recommending the wrong branch; but it’s getting them to admit that. 

    My experience with Uber in general is that first line support follow the script and follow the flow charts given to them pretty religiously. You can try and keep pushing through and eventually get to someone who is allowed to make exceptions to the rule - if you’re a regular customer who has no past history of claiming dodgy refunds, then I’d imagine you’d get a ‘goodwill’ thing. 

    Outside if that it’s chargeback but that isn’t a ruling and Uber could still consider the debt owed. I.e. a chargeback doesn’t nullify the debt it just claws the money back. Plus UE can challenge it (but are likely more willing to put your account on hold for having a debt). 
  • born_again
    born_again Posts: 13,557
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    Once a payment has been authorised, that it's. Guarantied payment. So best just to give your company the money, 0nce they confirm it has been debited..

    As you only did it on the 13th & payment is still at authorisation. It may never be taken.
    No company will issue a refund on a pending auth.

    Could also be (never used these co's) that they are processed through one site, but delivered from a more local one.
    Life in the slow lane
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