Uber eats just stealing from consumers now?

Student_debt_Hype

I recently experienced an issue with Uber Eats where I was missing several items from my McDelivery order. When I contacted (uber eats) support, they refused to issue a partial refund despite clear evidence that the items were missing. I asked for very reasonable things:

• Escalation to a senior support member.
• A formal complaint be raised that I can use in a follow up
• A support number so I can talk to someone over the phone. 
• The criteria for a refund and how I have not met it. 

None of these questions were answered.

My very limited understanding is that under the consumer rights act I have the right to the goods I ordered or a refund for the goods I didn't receive. I have a VERY long support chat (about 7 support agents) who outright refuse to acknowledge someone has gone wrong. They just end the support message with:

We've thoroughly reviewed the details surrounding your delivery and we are unable to process a refund. While we can't change our decision regarding there refund, we are here to assist you with any other concerns or questions you may have 

I understand that perhaps this is not the experience you wanted to go through; However in this case we can only note down your feedback.

When googling, It seems this is a common issue, but here's where it gets frustrating: If you initiate a chargeback to get your money back for missing items, you risk getting banned from the service. This feels like a "no-win" situation for consumers, where you're either left without the goods you paid for or penalized for seeking a refund.

Given that Uber Eats doesn't take responsibility for delivery issues, and McDonald's claims no liability for missing items.

This feels like this kind of behavior should be investigated? At a layman's level, a company has stolen from a consumer.

As far as I've found in my searching there Isn't an ombudsman or authority that handles consumer complaints like this. 

It feels like a stupid hill to die on, but the bottom line is you extrapolate my £5 quid in missing fries, across, say 10% of orders that could A LOT of money, and it does feel fair that:

• A big company can just take your money when goods are missing, if you took goods with payment missing that would be a BIG problem for the consumer.
• When trying to raise the issue, the support agents (it might even be AI) refuse to escalate, open a formal complain 

I know its probably a stupid hill to die on, but it just feels so wrong. I've just come off the back of the energy ombudsman ruling in favour of my partner and I, which was really hard (the energy company was super predatory), I nearly just gave in and paid what they alleged I owe. I'm glad I fought it.

It changed the way I thought about my rights as a consumer: I don't want to be taken for a ride (however small the issue) by big companies any more. 

Now my partner things I am... well, frankly she thinks I'm insane. But my solution is to record a video (without the delivery drivers face) of the process of being handed the items to unpacking them from here on out. I am going to collect this 'evidence' and I am going to write to my MP about this with as 'hard' evidence as I can make. 

Is this only me? Am I the only crazy person that thinks this is wrong?

powerful_Rogue

Student_debt_Hype said:

I recently experienced an issue with Uber Eats where I was missing several items from my McDelivery order. When I contacted (uber eats) support, they refused to issue a partial refund despite clear evidence that the items were missing. I asked for very reasonable things:

• Escalation to a senior support member.
• A formal complaint be raised that I can use in a follow up
• A support number so I can talk to someone over the phone. 
• The criteria for a refund and how I have not met it. 

None of these questions were answered.

My very limited understanding is that under the consumer rights act I have the right to the goods I ordered or a refund for the goods I didn't receive. I have a VERY long support chat (about 7 support agents) who outright refuse to acknowledge someone has gone wrong. They just end the support message with:

We've thoroughly reviewed the details surrounding your delivery and we are unable to process a refund. While we can't change our decision regarding there refund, we are here to assist you with any other concerns or questions you may have 

I understand that perhaps this is not the experience you wanted to go through; However in this case we can only note down your feedback.

When googling, It seems this is a common issue, but here's where it gets frustrating: If you initiate a chargeback to get your money back for missing items, you risk getting banned from the service. This feels like a "no-win" situation for consumers, where you're either left without the goods you paid for or penalized for seeking a refund.

Given that Uber Eats doesn't take responsibility for delivery issues, and McDonald's claims no liability for missing items.

This feels like this kind of behavior should be investigated? At a layman's level, a company has stolen from a consumer.

As far as I've found in my searching there Isn't an ombudsman or authority that handles consumer complaints like this. 

It feels like a stupid hill to die on, but the bottom line is you extrapolate my £5 quid in missing fries, across, say 10% of orders that could A LOT of money, and it does feel fair that:

• A big company can just take your money when goods are missing, if you took goods with payment missing that would be a BIG problem for the consumer.
• When trying to raise the issue, the support agents (it might even be AI) refuse to escalate, open a formal complain 

I know its probably a stupid hill to die on, but it just feels so wrong. I've just come off the back of the energy ombudsman ruling in favour of my partner and I, which was really hard (the energy company was super predatory), I nearly just gave in and paid what they alleged I owe. I'm glad I fought it.

It changed the way I thought about my rights as a consumer: I don't want to be taken for a ride (however small the issue) by big companies any more. 

Now my partner things I am... well, frankly she thinks I'm insane. But my solution is to record a video (without the delivery drivers face) of the process of being handed the items to unpacking them from here on out. I am going to collect this 'evidence' and I am going to write to my MP about this with as 'hard' evidence as I can make. 

Is this only me? Am I the only crazy person that thinks this is wrong?

Goto your bank and see if they help. If Uber ban your account than so be it.

Aylesbury_Duck

I'd let it go and refuse to use Uber Eats or McDonalds again.  It really is the only way to tackle situations like this, they're simply not worth the hassle, time and stress of trying to prove a point.

Student_debt_Hype

Goto your bank and see if they help. If Uber ban your account than so be it.

It's not that I need the fiver for the fries. I don't need to do the chargeback for £5, my post is really about why we are allowing consumers to be shafted by uber - googling this issue reveals 10's - 100's of the same problem. 

Why is it that way, and why should it stay that way for us to be okay for a company effectively stealing from consumer?

swingaloo

McDonalds food is cold when they pass it through the window of the drive through. Couldn't imagine having one delivered. Most of the time the order is incorrect when you collect it yourself. Let it go.

JadedAngel88

I'm still waiting on a refund from Uber since October 2022 and March 2023. I doubt I'll get them.

Unfortunately this is how they all are Uber, deliveroo and just eat. If you complain too many times they will not refund you. Although how it can be the person orderings fault, I don't know.

I've just deleted the apps and won't be using them again, even though I used them mostly for groceries due to my disability, I'd rather struggle than lose money I can't afford to lose and pay the hefty delivery fees, bag fees and service charges.

Go through your bank to get the money back, if they ban you they'll be doing you a favour.

Peter999_2

You paid £5 for fries?, bloody hell.

Student_debt_Hype

Peter999_2 said:

You paid £5 for fries?, bloody hell.

Well, we had a few meals, but no fries came at all in the order - this did cause pandemonium in the household. But the cost of the fries for all meals was probably about £5 - but just looking at the price of fries - Jesus Maccies does rinse you on them. 

Student_debt_Hype

JadedAngel88 said:

I'm still waiting on a refund from Uber since October 2022 and March 2023. I doubt I'll get them.

Unfortunately this is how they all are Uber, deliveroo and just eat. If you complain too many times they will not refund you. Although how it can be the person orderings fault, I don't know.

I've just deleted the apps and won't be using them again, even though I used them mostly for groceries due to my disability, I'd rather struggle than lose money I can't afford to lose and pay the hefty delivery fees, bag fees and service charges.

Go through your bank to get the money back, if they ban you they'll be doing you a favour.

My partner has a disability and this is primarily why we use the apps. I work full time and care 'full time' when I'm not working. So sometimes its a real case of "I'm not walking/driving to the shop for milk and bread". And I put a good 50% buffer in my Christmas budget so we can have takeouts, and as filthy as it may seem, we like a maccies  .

I typically just go to the drive through myself, its only 20 mins round trip, but as I said above, sometimes working full time and being a full time carer just has me being 'lazy' every one in a while.

But this is why I don't want to be 'banned' as many users say happens when you charge back. 

Hoenir

Check your order before allowing the delivery person to leave. Unfortunately your word alone isn't going to be sufficient to pursue a claim. No doubt there's many people claiming things fraudulently simply to recoup their monetary outlay.  

Student_debt_Hype

Hoenir said:

Check your order before allowing the delivery person to leave. Unfortunately your word alone isn't going to be sufficient to pursue a claim. No doubt there's many people claiming things fraudulently simply to recoup their monetary outlay.  

Out of curiosity - whats the procedure here? When he's here say he can't go? Because I've done uber delivery on the side - they just need to take a picture and bounce. Nothing stops them from going as I'm checking - I know how hard it is to break a decent living on eats/deliveroo so I don't really expect them to stay.

But if I did - I force them to stay, and its wrong - do I just refuse the order? Again if they've taken a picture, their hands are washed of it - it doesn't matter. If they haven't, they aren't going to take the food back - unless its the literal wrong order number. They ask you to take it and take it up with support to get a refund. They can't take the order back if its the right order number.