r/UberEATS • u/wakemeupdoto • 3d ago
Uber Eats support agents repeatedly ended my chats without resolving my issue. Is there actually a way to report this?
I'm genuinely so tired of dealing with Uber Eats customer support. This isn't even the first time I've had an experience like this, and honestly, it's getting ridiculous. Today I placed an additional order from 7-Eleven because Uber Eats advertised that it would only add 9 minutes to my original delivery. Well, my original order arrived, and the second one was nowhere to be seen. What was supposed to be 9 extra minutes turned into over an hour. So I contacted support at 3:05 PM, thinking this would be something simple to resolve. Big mistake.
The first agent kept giving me the same generic responses about the estimated delivery time, even though the order was already showing as late. I eventually asked to cancel because I was tired of waiting, only to be told I'd still have to pay the full amount. I kept trying to explain the situation and ask questions, but it genuinely felt like I was talking to a bot. And then, while I was still trying to get an answer, the agent just ended the chat. Seriously? So I opened another chat and complained about how the previous agent treated me. After making me wait even longer, the second agent came back with an amazing solution: 20% of my order total in Uber Cash if I agreed to keep waiting. I told them I didn't want the credit. I wanted to cancel the order without being charged for something that was ridiculously late. Apparently that's too much to ask ( keep in mind its a seven eleven store order for plastic spoons and a bag of chips, which has not been picked up yet at this point of the conversation and can be easily canceled and returned to the shelf)
I was told I could either keep waiting and take the 20% credit, or cancel and still pay for the entire order. And when I expressed how unacceptable that was, guess what happened? THE SECOND AGENT ENDED THE CHAT TOO.
At that point I'd spent almost 30 minutes talking to support, and somehow I was worse off than when I started. And the worst part? This isn't the first time I've dealt with support agents doing this. They repeat the same scripted answers, completely ignore what you're actually saying, and then just close the chat when they don't feel like dealing with you anymore. I'm posting this here because I genuinely cannot find a proper way in the Uber Eats app to file a formal complaint about a bad customer service experience, report an agent, or even provide meaningful feedback about how they handled the situation. How is it acceptable for a company this big to have support agents who can just end conversations without resolving anything, with seemingly no accountability?
I'm paying for Uber One too, which makes this even more frustrating. I understand deliveries can be late. That's not even my biggest issue anymore. It's the fact that when something goes wrong, you're left dealing with customer support that doesn't seem interested in actually helping you.
I've attached screenshots of the conversations as proof. You can see the responses, the timestamps, and how both agents handled the situation.
I'm genuinely curious if anyone else has experienced this, because I'm sick of feeling like there's absolutely nothing customers can do when Uber Eats support treats them this way.
Has anyone successfully filed a formal complaint against Uber Eats support agents? How did you do it?
P.S. You genuinely can't make this up. As I'm writing this post, it's now 4:04 PM, my order STILL hasn't arrived, and apparently the driver has another stop to make before delivering mine. The estimated arrival is now 4:11 PM. 😂 All of this over an order that was originally supposed to add just 9 minutes to my delivery. Absolutely ridiculous.
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u/Snuffles559 3d ago
Honestly, I would just stop using Uber Eats. I stopped using them a few weeks ago after two separate incidents. The first was a grocery order from my local Kroger, where I received nothing but rotten onions and vegetables. The second was Popeyes, where I received an undercooked chicken sandwich. 🤢
Both times, I contacted support, sent pictures, and explained the situation, only to be told that my orders weren't eligible for refunds. I went back and forth with them and even managed to speak to someone over the phone, but honestly, they didn't care.
At this point, it feels like Uber Eats just doesn't want to give customers their money back, even when there's clear evidence that something is wrong with their orders. I finally decided to dispute both transactions with my bank because I'm not about to keep losing money over food I couldn't even eat. It's ridiculous! 🤦🏻♂️
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u/Hairy-Amphibian3732 3d ago
can I ask how much was the tip?
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u/wakemeupdoto 3d ago
I did the 15% option, it was 3.19 dollars
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u/Geometric_atom 3d ago
If there was no tip on the second add on delivery alongside the first order, this most likely happened. Original driver declined the second add on delievery when it was offered to them, depending on the distance between the two shop/resteraunt locations (uber will offer like $1-2 extra for the driver to drive the extra X amount of miles and time it takes to stop at the 7-11) they most likely declined due to not being worth the money for the time. Then that second order with no tip will keep bouncing around to different drivers till someone bites (every time uber adds only a few cents to the driver's pay, making it take a long time to be accepted and delivered).
Still doesn't change the fact uber is a shitty company with terrible support for BOTH customers and drivers. And shitty buisness practices.
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u/AngelLK16 3d ago
As you've learned, the first thing to know about Uber Eats Support is that years ago, they started giving bad customer support. They stopped having a customer service phone # to call even. It seems like they finally have one again.
Some customers were scamming them by claiming to have not received their orders, so they crack down on refunds now. Also, they have something like 2 hours to get your food to you.
As you've learned, you can't really know when your order is going to get delivered. Sometimes, the drivers are multi-apping. Sometimes Uber Eats gives them multiple pick ups & drop-offs bundled together. It's part of the Uber Eats business model. Waiting an extra 30 minutes or more in those cases is just part of ordering.
The priority fee goes straight to Uber and you might still have to wait for pick ups of other orders, so that won't solve the problem.
The agent actually gave you good info. Never cancel your order and never ask customer service to cancel your order. You'll probably never get a refund. Call the restaurant, if you can, and ask them to cancel on their end. I did this once and it worked.
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u/CalmSun7903 3d ago
The phone call route has never failed me. However it sucks that this happened to you.
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u/Daysaved 3d ago
Of the two really bad companies that have "disrupted delivery" Uber Eats is actually worse than DoorDash which is saying something. Really pisses me off ordering a pizza nowadays and getting a notice the DoorDash is sending it and not a store employee. But it says something that most of these companies choose Doordash over UberEats to replace their workers. It all sucks but Uber Eats is the worse offender.
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u/Correct_Score1619 3d ago
But I’m sure you’ll order next week
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u/AZPHX602 2d ago
people will continue to moan and b**** and get ripped off. but they won't stop ordering. these companies know that. they are addicted.
there's only going to be change when people stop ordering and drivers stop driving.
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u/JusBowsin64 3d ago
Uber support sucks for customers and drivers. As an Uber driver, just order door dash. They are a little better.
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u/Working-Protection82 3d ago
Oh my!! "Real" support has ended every single one of my requests for assistance before I was even done typing the last 5 times I contacted them (over a span of about 2 months).
Variety of issues, usually app related.