Uber Eats - refusing refund

I placed an order with Sainsburys via the Uber Eats app @ 13.30 on 08/01/24 - the order was accepted by Sainsburys. Then at 13.31 i received a notification to say the order has been cancelled by the Merchant - at this point i though OK Sainsburys must be busy, so i placed another order for my groceries with deliveroo and the Co Op.
The next day 09/01/24 Uber Eats charged me for the order i made to Sainsburys that was cancelled. I requested a refund via the Order / Help section on the Uber Eats App, but after several messages back and forth, they have said i cancelled the order after it was accepted so therefore i am not eligible for a refund.
I went into the Sainsburys store today to question this, they have confirmed they did receive my order and then they received a cancellation from Uber Eats and not me the customer. They have checked other oders on the Uber hand set they have and if a customer cancels and order it states cancelled by customer - but my order states cancelled by Uber Eats.
They are still refusing to refund my money, however Sainsburys have asked for me to go back into the store next Thursday if i do not get any joy from Uber Eats.

I asked Uber Eats multiple times for their full compliants procedure and a manager contact details, but nothing they just replied back asking why i wanted to cancel my account !! I have also asked for the IP address of where the cancellation instruction came from, but again no response to that one.

Looks like Uber Eats have some technical glitches that is cancelling orders after the merchant has accepted and then charging the consumer for goods they have not received and no fault of the consumer.

I feel like going to trading standards.

Comments

  • Clive_Woody
    Clive_Woody Posts: 5,845
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    Contact your bank for a charge back, although be prepared for Uber to close your account.
    "We act as though comfort and luxury are the chief requirements of life, when all that we need to make us happy is something to be enthusiastic about” – Albert Einstein
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,798
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    How much is at stake and what outcome do you want?
  • Grumpy_chap
    Grumpy_chap Posts: 14,437
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    Eats1234 said:
    I placed an order with Sainsburys via the Uber Eats app @ 13.30 on 08/01/24 - the order was accepted by Sainsburys. Then at 13.31 i received a notification to say the order has been cancelled by the Merchant - at this point i though OK Sainsburys must be busy, so i placed another order for my groceries with deliveroo and the Co Op.
    The next day 09/01/24 Uber Eats charged me for the order i made to Sainsburys that was cancelled. I requested a refund via the Order / Help section on the Uber Eats App, but after several messages back and forth, they have said i cancelled the order after it was accepted so therefore i am not eligible for a refund.
    I went into the Sainsburys store today to question this, they have confirmed they did receive my order and then they received a cancellation from Uber Eats and not me the customer. They have checked other oders on the Uber hand set they have and if a customer cancels and order it states cancelled by customer - but my order states cancelled by Uber Eats.
    They are still refusing to refund my money, however Sainsburys have asked for me to go back into the store next Thursday if i do not get any joy from Uber Eats.

    I asked Uber Eats multiple times for their full compliants procedure and a manager contact details, but nothing they just replied back asking why i wanted to cancel my account !! I have also asked for the IP address of where the cancellation instruction came from, but again no response to that one.

    Looks like Uber Eats have some technical glitches that is cancelling orders after the merchant has accepted and then charging the consumer for goods they have not received and no fault of the consumer.

    I feel like going to trading standards.
    If you have been charged, can Sainsbury's simply provide you the order?
  • sheramber
    sheramber Posts: 18,649
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    Sainsbury’s don’t have the money. Uber Eats have it.
  • PHK
    PHK Posts: 1,144
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    Uber and Uber Eats customer service is notoriously bad. They have a set menu of things they can do and it is impossible for them to go outside of this. To make it works everyone seems to have English as a second or third language with limited understanding. So when something like this happens it's hard to get anywhere. 

    Plus they have no working complaints procedure. 

    I gave up when I had a similar issue (non-delivery) and dealt with the retailer. I explained simply and clearly in a friendly way again and again until they did something. If more people did this, then retailers and food places would force Uber to get their act together. 
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