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PLEASE RT: Thread regarding the awful customer service provided by @Uber_Support @UberEats
UberEats are consciously deceiving customers and denying their statutory rights as U.K. consumers.
I want to highlight their mistreatment and explain YOUR RIGHTS AS A CONSUMER.
UberEats are consciously deceiving customers and denying their statutory rights as U.K. consumers.
I want to highlight their mistreatment and explain YOUR RIGHTS AS A CONSUMER.
Some background. This weekend I ordered a takeout for my family (fried chicken, burgers and chips from @slimchickens , who btw had GREAT CUSTOMER SERVICE).
The food arrived via Uber Eats 1.5 hour late, and stone cold. My family didn’t want to make a fuss because it was my treat.
The food arrived via Uber Eats 1.5 hour late, and stone cold. My family didn’t want to make a fuss because it was my treat.
Saturday: I submitted a complaint around 2 hours after arrival after my parents confessed the food was well below standard.
I heard nothing from Uber Eats for the next two days.
I heard nothing from Uber Eats for the next two days.
40 hours later, @Uber_Support came back to me and apologised, offering 99p credit. For reference, the order amounted ~£50. It also highlights their admission of failing to adequately provide a service.
This was more of an insult. Their response:
This was more of an insult. Their response:
Obviously dissatisfied by this, I highlighted the rights we have as consumers in the U.K.
I URGE YOU TO KEEP THESE LINKS FOR FUTURE REFERENCE.
Chapter 2 of the consumer rights act relates to unfair terms of a contract https://www.legislation.gov.uk/ukpga/2015/15/part/2/enacted">https://www.legislation.gov.uk/ukpga/201...
I URGE YOU TO KEEP THESE LINKS FOR FUTURE REFERENCE.
Chapter 2 of the consumer rights act relates to unfair terms of a contract https://www.legislation.gov.uk/ukpga/2015/15/part/2/enacted">https://www.legislation.gov.uk/ukpga/201...
Chapter 4 of the Consumer Rights Act relates to Uber carrying out your delivery with reasonable care, skill and in a sufficient time.
https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/4/enacted">https://www.legislation.gov.uk/ukpga/201...
https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/4/enacted">https://www.legislation.gov.uk/ukpga/201...
Chapter 4 is really important. Having spoken with vendors I’ve been told Uber Drivers have been found to steal food, and the consumer has still been charged. Food is late, cold and you are still charged.
What Uber won’t tell you is you are LEGALLY PROTECTED from this behaviour.
What Uber won’t tell you is you are LEGALLY PROTECTED from this behaviour.
When I raised these points with @Uber_Support I was copy and pasted the same repetitive message over and over. “Against our policy to refund”
I explicitly asked Uber on multiple occasions to clarify their policy as to why they couldn’t offer a refund. Guess what? They couldn’t.
I explicitly asked Uber on multiple occasions to clarify their policy as to why they couldn’t offer a refund. Guess what? They couldn’t.
Uber’s customer service strategy is simple. Gaslighting and copy and pasting. They will keep posting the same message about “policy” and when you challenge them, they ignore.
The hope is you will get tired and stop complaining.
The hope is you will get tired and stop complaining.
So the next natural thing you should do it still dissatisfied is call them, right? Not quite. Uber don’t take calls for cases that aren’t live (shock). So I called another department and asked to be transferred to someone. They acknowledged my case and saw it was late.
However, they still claimed that their ‘policy’ prevented them from offering refunds. So I looked up their U.K. terms.
Well what do you know?
COLD FOOD IS ELIGIBLE FOR REFUNDS
https://www.uber-assets.com/image/upload/v1560543740/legal/doc/Order-Accuracy_SP-01_EMEA_V4-GB_en.pdf">https://www.uber-assets.com/image/upl...
Well what do you know?
COLD FOOD IS ELIGIBLE FOR REFUNDS
https://www.uber-assets.com/image/upload/v1560543740/legal/doc/Order-Accuracy_SP-01_EMEA_V4-GB_en.pdf">https://www.uber-assets.com/image/upl...
Their customer service deliberately hung up on me twice. They gave me false numbers to call back, claiming it was their “manager number” that ended up being a different deparyment.
It’s a good time to highlight the contrast in service I received when ordering with @JustEatUK and @Deliveroo . I have found them to always side with the customer, and take this time to thank them for their customer service. Late/cold food always gets refunded, bravo
Back to Uber. If you highlight your rights to Uber Eats and they ignore them, there is hope.
If you paid by card, you can make a claim back through your bank. Uber Eats hate this (Reddit suggests they threaten with a ban).
If you paid by card, you can make a claim back through your bank. Uber Eats hate this (Reddit suggests they threaten with a ban).
If you really want to stick it to the man, take the ban and get your cash back, because f**k large corporations stealing money from little people and dismissing them.
Summary/tldr: Uber Eats has trash customer service, ignore legitimate claims and fail to highlight their policy of refunds as a means to dismiss legitimate claims. In this thread you will find links to your rights. If that fails, get your bank to reverse charge Uber.
