Business Profile

Transportation

Uber

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Important information

Customer Complaint:
BBB’s profile for Uber Technologies, was created September 2012. A review of complaints was completed in November 2024. For questions or concerns about your order, please visit help with an order and for questions about refunds, the BBB recommends users to review their Terms of Use (please see 7. Payments - Refunds).

Complaints

This profile includes complaints for Uber's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21,999 total complaints in the last 3 years.
10,671 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 10, 2024 I ordered Uber for a less than 5 mile trip, I bought a prepaid gift card for $25.00, upon reviewing my receipt my bank account was also charged $30.08So I know a less than 5 mile trip does not cost $55.08
Business Response
Date: 04/14/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order at lunch time on Uber Eats. I ordered 2 meals (for my wife and I). The driver showed up at my place (though did not come in as I requested), so I had to go out to the road to meet them. When they went to hand me my food, I noticed that my order was wrong, and told them as much. Unfortunately, I wasn't able to explain to the driver the issue as they did not speak English. I told her I am refusing the order and refused to give her the *** to complete my order with as it was wrong. I went back inside and opened a complaint with Uber Eats support. I was told by the support person that I would need to speak to a supervisor, as my account was flagged, and they needed to review it.I proceeded to call the support number to speak with someone. After explaining my situation (I ordered X, Y, and Z, and I did not receive X, Y, or Z, so I want a refund), I was told that because my account was flagged, they could not offer me a refund. And that my only recourse was to leave a bad review for the restaurant. I tried to explain to her over and over that if I order A, I want A, and if you don't bring me A, I should be refunded. Again, she talked over me telling me that she had offered me a solution. The solution being they are going to punish me, the purchaser, for the restaurant and/or the driver's mistake.I don't know how this can even be legal (if you order an item, and they don't provide you the item, how can they legally keep your money)? As this is the situation I find myself in. I paid for something I didn't receive.
Business Response
Date: 04/14/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/11/24, I reserved a ride from Uber from my home to the ****************. I reserved the ride at 8am for a 9:25am pickup. A driver was scheduled-then cancelled-another driver was scheduled-then cancelled and finally the drive was picked up by a driver named *********. At 9:10am I received a message that the driver would be 5 mins late & then another message that the driver would be 10 minutes late. At 9:35am the driver was 2 miles away from my house and canceled the ride. I checked the Uber app for another ride but there would be no one available until 1010:am and I would miss my flight. I took my husbands car so I could make my flight. This is leaving him without a car for 7 days and me with a parking fee for the car. It was by shear luck that the car was there for me to use. I backed tracked the last 2 miles of Sabastians route and did not see any broken down vehicles or accidents so that could not have been the reason for the last minute cancellation.
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted customer service 4 times and every time was sent in the same robotic loop. I am asking why they surge priced what is normally around $15 for a ***** minute ride, to over $33. My driver informed me they do NOT pay the drivers extra for this pricing. All I received was a corporate statement that "these prices encourage drivers to accept trips", but when they don't pay the drivers more how can that be true? They refused to answer my question, and gave me an $8.39 account credit, that the took my tip for the driver out of so now since it was "used" they refuse to help me! I normally take transit to work but I am disabled and had a pain flare up today and needed a ride, but this pricing is outrageous and they refuse to give a legitimate answer for why. Originally I would have been happy to just pay what the NORMAL charge is, but at this point I want a refund after being so disrespectfully misled.
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered food from a restaurant and the app had options to select preferences on one of the items (a salad). When I received the order, one item (garlic feta fries) was missing entirely and was not on the restaurants receipt attached to the bag, even though it was clearly listed in the app and I was charged for it. Further, the salad had the ingredients I asked to be left off. I contacted multiple support agents who all refused to help and simply stated this order is ineligible for a refund. This is the textbook definition of fraud, misrepresenting what will be received in order to get and keep your money. Ubers policies are unlawful if they result in the company keeping money that was paid for an item without ever providing that item, which is what happened here.
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 04/14/2024

Complaint: 21560953

I am rejecting this response because I have already spoken to multiple members of the support team, none of whom would provide any further assistance after stating this order is not eligible for a refund. I obtained one agents promise that a supervisor would follow up with me within 24 hours but that has not happened either. In-app support is a joke.

************************************************
Business Response
Date: 04/16/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 04/16/2024

Complaint: 21560953

I am rejecting this response because it is not a legitimate attempt to resolve my complaint. They copy-pasted exactly what they said before promising in-app response, which has not happened, nor were my multiple prior attempts at accessing in-app support successful (as shown by previously-included screenshots).

************************************************
Business Response
Date: 04/17/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 04/17/2024

Complaint: 21560953

I am rejecting this response because it is verbatim the response I received previously and is non-responsive to my complaint.

************************************************
Initial Complaint
Date:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for an applie pie last night from sprouts. The shopper informed me that they had every other pie but apple i asked for a refund because I only needed apple pie for my daughters class. I told her this. She told support that I requested the order be cancelled which resulted in being charged. Support can read the messages between her and I and are refusing to refund me this fee because they are saying I requested a cancellation and not a refund for an item that was out of stock. I want them to refund this fee because I asked her to do the right thing and she was dishonest
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I received an email from Uber with a coupon of $25 off which I used on the same day to place an order for Chipotle. At the time of checkout, It showed the coupon amount had been applied as shown in the attached screenshot. However, once I submitted the order, I see that the coupon was not applied and the full amount was charged to my credit card. I contacted the support in less than a minute and they said sometimes the coupon gets deactivated in the backend. They asked if I want to cancel the order and I said yes. After canceling the order, I was charged $29.62. This was completely unfair. First of all, it was Ubereats' system that showed me the reduced amount at checkout. It's completely illegal to charge me a different amount than what was shown at the time of the checkout. On top of it I was charged for the product that was never delivered to me. This is totally unacceptable and you can check in the chat history that the customer care agents were completely not ready to even listen to understand the problem and have been providing the same answer. I will take this to court if it's not resolved. It's not about the amount, it's about the credibility of such large company that sent me a coupon in the email and not honouring it and not accepting the technical glitch whatever that caused the coupon to be not applied. Please help.ThanksSubhash
Business Response
Date: 04/11/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regard to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.
Customer Answer
Date: 04/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************************
Initial Complaint
Date:04/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9 Apr 2024 I made a purchase from Uber Eats that required an ID. I used the same ID card that I used with Uber Eats more than 10 times in the past year. The driver could not scan my ID and kept my delivery, Uber still charged me ***** anyhow.I tried to ask for refund, several times - there is no live person to talk to, only through the app, and because I live in PR, they will not provide an English customer service chat although that is the only language that I understand.
Business Response
Date: 04/11/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in regard to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The order was placed on 04/07/2024 when I contacted Uber about missing items, I was told my order wasn't refundable. I have asked repetitively why, but they never gave me an actual response. This is not the first time; it's been happening for over a year, and it is an unethical practice towards a customer. I have proof this happened before; I show them proof, and then I am still denied a refund. This was my last straw as an Uber customer. I have been left with no other choice but to file a complaint.
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 04/14/2024

Complaint: 21560217

I am rejecting this response because: I have provided multiple screenshots of already contacting in app support and getting the same response. Uber has not once provided me with any explanation and simply refuses to even take steps to help. Over 5 times I have contacted support on one order and didnt even receive compensation.

Sincerely,

*** ***
Business Response
Date: 04/16/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Initial Complaint
Date:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged for munchkins, my Uber eats driver called me prior to delivery to tell me that dunkin didnt have any munchkins and that I would have to contact Uber eats for a refund because she wasnt able to refund me. I contacted Uber eats and they refused to refund me for the munchkins I was charged for.
Business Response
Date: 04/13/2024
Hi,

Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation.
Please let us know if there is anything further we can help with by responding directly to the message thread in-app or by visiting help.uber.com.
Customer Answer
Date: 04/15/2024

Complaint: 21560205

I am rejecting this response because:
They did not refund me. They offered ***** Uber credit, which is less then what I am owed. I would like a full refund.
Sincerely,

*******************
Business Response
Date: 04/16/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.
Customer Answer
Date: 04/16/2024

Complaint: 21560205

I am rejecting this response because:
They HAVE NOT issued a refund.
Sincerely,

*******************
Business Response
Date: 04/17/2024
Hi,

Thank you for reaching out to Uber Support. Our dedicated team has previously followed up with you via in-app support in to your escalation. We've investigated your report and have already taken the appropriate actions. If you have any additional questions or concerns, please visit our help center at help.uber.com.
Customer Answer
Date: 04/17/2024

Complaint: 21560205

I am rejecting this response because: they didnt issue a refund

Sincerely,

*******************

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Uber is NOT a BBB Accredited Business.