One customer said that after an Uber Eats order never arrived, a follow-up with the company's support team only made the situation worse.
Describing the situation as a "scam," the buyer took to Reddit's r/UberEATS forum to share their story.
Here's what to know
The original poster shared screenshots of the conversation they had with a customer service agent.
In the messages, the representative told the OP that the driver "made it to your drop-off location" but acknowledged there was "no delivery photo." They denied a refund and abruptly ended the chat.
The OP said the exchange was "one of the most frustrating, gaslighting customer service experiences I've had with this app," adding, "They have zero proof it was delivered, I have no food, but they are keeping my money." They told the agent they would dispute the charge with their bank and alert the restaurant that drivers were stealing orders.
Commenters said they had run into similar issues. "This just happened to me," one wrote, saying they too were told their order had arrived despite the same "no picture" issue.
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That commenter said they did get their money back but only after an extended struggle. "I ended up getting a refund after two hours of work, and going through five different chat agents, which is WILD," the user wrote.
What can be done?
When an app's customer service breaks down, people lose money — and users as well as restaurants lose trust in the platform.
The most detailed advice in the thread came from a user who said they were a driver. "Say 'live agent' multiple times in the chat until they give you the option to receive a call," they wrote, adding that customers should ask for a supervisor if a phone agent is unhelpful.
They also said that customers should try requesting a refund again before filing a charge dispute, as "Uber has been known to ban people's accounts if they do chargebacks."
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