Uber Eats 优食：餐点派‪送‬ 12+

Due to work circumstances I was at a hotel with no food options nearby. I am in a foreign country, with nothing in walking distance, no money for both food and a taxi. I dont have enough food packed in my lunchbox for the whole trip, so I have no other options but to Uber Eats. I put an order in for the cheapest food I can find (Churches). My card was not accepted. I tried several times before realizing it was my bank putting a fraud alert because they havent changed my status to always traveling. I called and got that sorted. Then tried to add my payment method back. The app not said there was an error multiple times. I reached out to customer support who told me that their policy has a daily verification limit that if reached you cannot add payment methods. My apple pay and Paypal options were not being allowed to connect to the app either… at this point I have been dealing with this for hours, painfully starving, nauseated, and it was about to affect the work trip I was on because I was getting very ill from having no food. The customer service rep proceeded to say sorry but there is nothing they can do. No exceptions. This is a big flaw in Uber Eats policy that they have no way to verify users for instances like this. I deleted the app and will never use it again because even if I am gracious about this one extreme circumstance that they failed me on, I will never forget how they didn’t help me when I needed the help most.

I cannot believe what just happened, Uber eats randomly charged me a 30$ “authorization fee” (this” fee” was only labeled after hours trying to get someone to help me), right as I was placing my order- so when I agreed to it I was under the impression I was saying okay to my order being placed. I was placing an order around the same price, slightly higher than this “fee”, which at the time I assumed it was the discount being applied like the button I clicked on, said would be applied. It goes through, and when I go to check my orders eta- no such record of the order has been placed but the money sure has been taken out of my account! Customer service pretended to check on my order then claimed they were transferring me to someone with more resources than they currently had, and ended the chat with me. No transfer was made, no contact was attempted. So I go through the process again- this time I am told to check my email. All the while I am out the amount of my order and no order has been placed and no one is offering me any type of solution. I check my email and about an hour later I get the explanation that this is an authorization fee that will be released in 3-10 days. It would have been better if they just said, “we’re sorry we messed up”, vs. the ridiculous explanation I was given. I’m sure it’s for legal reasons, but I feel like I was politely robbed.

I’ve ordered through UberEats before and have not had any major issues with deliveries. However, the two times that I’ve ordered with specific delivery times requested, there has always been an issue. No exceptions. The first time which was several months back, my order was over an hour late and the restaurant actually sent their own driver to deliver, but yet I’m sure Uber charged the restaurant for this. Unacceptable. The second time was yesterday, the restaurantI ordered from called me three times letting me know that the food was ready but no Uber driver had come by to pick up. It is impossible to get a hold of any customer support via chat on the Uber app. Impossible and very unproductive. I could not cancel the order because the restaurant had already worked on it, and I could not reach someone via chat. Long story short I will say they ended up refunding my order because I sent several messages very upset. My food was actually picked up and delivered three hours late, cold. It was not the restaurant’s fault it was UberEats support and the inability to contact someone in an efficient manner as soon as a problem arises. This is my reason of giving them one star because the app has no good way of contacting someone fir help.