Uber Eats Terrible Customer Service

bobwokeup on 07/02/2020 - 12:30
Last edited 07/02/2020 - 12:49 by 1 other user

Over the years I have experienced below average customer service from Uber and this experience just tops it off.

We hardly ever order Uber Eats but as we had all had a few drinks we placed an order for our favourite restaurant, in our suburb. I noticed that the delivery fee was quite high at $6.99 especially as it is about a 5 minute drive at the most. Their response was "The delivery fee you pay will vary depending on the restaurant's distance from your delivery address and the restaurant's average cost of orders." So as I mentioned our house is very close to the restaurant so it must be due to the average cost of orders which sounds dodgy to me. It should always be based off location and maybe time of order like they do on Uber.

The conversation went back and forth for a while but still didn't make sense. Their final response was "We understand that you noticed this change on delivery fee within your area. While this means that the delivery fee you pay to order from certain restaurants has increased, it may be cheaper to order from some restaurants that are more closer to you". There aren't any closer to me but there is one further away (2 suburbs over) that is $3.99 for delivery fee. So I asked them how does that work? But they refused to answer me and literally closed the ticket every time I re-opened it and made a comment.

It's not the actual cost that annoys me but their responses that don't make sense and then just ignoring me altogether.

So now Uber is my last option for drives or food delivery.

Who else has experienced a similar issue with their support?

Food & Grocery

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Uber Eats
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Comments

  • Vampyr on 07/02/2020 - 12:34
    +317

    You picked an argument with someone who has no control over the prices.. stop making other people's lives more difficult and just vote with your feet/fingertips.

      • dchoj on 07/02/2020 - 13:48
        +89

        He means you kept arguing with a customer service representative who can't control the price, just listen to your whinging.

          • tessel on 07/02/2020 - 18:51
            +28

            @bobwokeup: I love it when people like you think management will listen to me and suddenly change everything overnight. Hint, management doesn't give a (profanity).

            • Drewbo on 07/02/2020 - 21:37
              +3

              @tessel: They do if it's Karen doing the complaining.

              • tessel on 08/02/2020 - 06:21
                +2

                @Drewbo: They don't. A quick solution is offered but it doesn't fix the overall issue that caused the problem. Meaning, it will happen again and again with temporary fixes offered each time, ultimately changing nothing.

            • centrelink on 07/02/2020 - 22:34
              +7

              @tessel: The irony is that OP doesn't want to listen to other peoples comments…

            • sardines on 08/02/2020 - 11:15

              @tessel: Yes but if enough people complain there will be change - we don't be the quite australians the government wants - though i suspect if there is any changes it will come out of restaurant profits

            • techlead on 10/02/2020 - 10:06
              +1

              @tessel: The only effective way to make management listen is to vote with your feet and/or fingertips.

          • Okayy on 08/02/2020 - 21:49
            -1

            @bobwokeup: HA HA HA HAHA RAISE IT WITH MANAGEMENT!

          • Butt Scratcher on 08/02/2020 - 22:04
            +4

            @bobwokeup:

            I called the restaurant and they were shocked it was that high so I’ll leave it with them now to raise with Uber Eats.

            They probably pretended to be shocked so they wouldn't have to listen to anymore of your whinging. I certainly would've.

            You are completely shortsighted if you think all it is, is a 5 minute drive. Someone had to drive to the restaurant (possibly had to wait), pick it up, drive to your place, then deliver it to you in person, then drove back. $7 is a bargain if you ask me.

            If $7 is too much, then take a stroll..

            It's not the actual cost that annoys me but their responses that don't make sense and then just ignoring me altogether.

            Yet you called up the restaurant to complain about the pricing and when that wasn't enough, you called up uber customer service who has no idea on how the pricing structure works (that's not why they are there).

            • Hangryuman on 10/02/2020 - 10:14

              @Butt Scratcher: many people seem to want to complain until the cows come home - to everybody EXCEPT the person who can fix it - rather than take effective and efficient action to just get the best reasonable and realistic result they might want

              precious snowflake wants food delivered to their door - yet complains that they have to pay $6.99 for it - OMG - stop the presses - let's all huddle around precious snowflake to make sure they don't have a complete meltdown !

              far canal

              in other news - I've never paid for food delivery - yesterday I walked to the supermarket and paid $16 for two beautiful looking thick eye fillet steaks which will cook to mouth-watering perfection in a few minutes, but would probably cost more like $100 for 2 from a restaurant - or add $6.99 for delivery - by which time they'd be no longer at their best, having cooled somewhat and become congealed and gluggy, etc.

    • ozbjunkie on 08/02/2020 - 13:31
      +3

      Actually customer service reps that don't really give you any information, or dismiss your questions with incorrect or irrelevant information, are super annoying.

      If you don't know, say so.
      If you can't change it, say so.
      But don't give me a paragraph of illogical or demonstrably false drivel because I'm not a (farkwit).

    • D6C1 on 08/02/2020 - 15:09
      +2

      UBER doesn't give a shit about customers. They know customers will keep using eats or whatever because people are lazy.

      And this rather system they use is so demeaning to it's drivers.

      • Zenith2k3 on 08/02/2020 - 21:33

        I once delivered a McD meal to someone who was 200 metres down the road. The system wouldn't let me mark as delivered, I had to drive back to McD in order to finalize the delivery. That's laziness.

        • Mechz on 08/02/2020 - 23:18

          How do you know they weren't sick? That's the only time I use these services now because sometimes you just need food and really can't leave the house.

          • Zenith2k3 on 08/02/2020 - 23:34

            @Mechz: they came out of hoyts cinema. watched a movie. they looked all right to me.

          • gimme on 09/02/2020 - 00:16
            +1

            @Mechz: Sick in the head if eating Macas while sick.

  • DarthAntz on 07/02/2020 - 12:34
    +85

    I'd be happy as a driver to make $6.99 for a delivery 5 minutes away.

    I cant believe the customer service didnt tell you to walk or drive, and save them 5 minutes of useless conversation.

      • brendanm on 07/02/2020 - 14:18
        +195

        Then pay the $7 you tight ass.

          • HighAndDry on 07/02/2020 - 15:37
            +32

            @saintpotter: There's a right and a wrong way to do that. Whinging to customer service and then complaining when the person who can't reduce the price didn't reduce the price isn't being frugal, it's idiocy.

          • Realdee on 07/02/2020 - 23:36

            @saintpotter: Agreed, just shame them for the right reason.

        • smartazz104 on 07/02/2020 - 22:00
          +5

          Arse, this isn’t the USA.

      • fredk1000 on 07/02/2020 - 23:42

        What did you order?

      • serpserpserp on 08/02/2020 - 08:40
        +2

        If you want to live that life then go for it.

        Remember 10 years ago when that was everyones life?

      • SnakeCasablanca on 08/02/2020 - 10:31
        +23

        So you were drinking… Had guests… And then called Uber Eats to angrily (I assume) demand that they explain their pricing structure to you because of a miniscule $7 fee to serve your guests food?

        Your dinner parties must be a blast!

        What were the post dinner plans? Calling Channel 10 and asking them why there are so many ads during the movie you and your guests are watching for free?

      • ddhar on 08/02/2020 - 19:23
        +3

        "I don’t drink and drive or leave my guests for a 10-15 minute walk to pick up food. "

        Which do you value more? This or $7?

  • spackbace on 07/02/2020 - 12:43
    +110

    Wow, here I thought it was lack of a refund or something. Instead it's just an entitled customer.

    Wtg Karen

    • Soluble on 07/02/2020 - 15:13
      +3

      Plenty of them around ;)

  • ozhunter on 07/02/2020 - 12:47
    +41

    $7 is a fair price for someone having to drive their car at a certain time to deliver you food.

    • serpserpserp on 08/02/2020 - 08:43
      +9

      Exactly. OP doesn't seem to get that the Uber driver isn't just sitting around playing Xbox at the restaurant waiting for his order to come in. They are driving from some other part of town, waiting around for your order, then driving to your place, then having to go find another fare.

  • H E B on 07/02/2020 - 12:50
    +4

    Ive also found their customer reps responsibility is more to be to just close cases rather than resolve anything.

    I don't think it's anything personal.

  • westzod on 07/02/2020 - 12:52

    You do understand the closer the place is means more likely you won't go with them right? It's up to you if you want to pay that premium price since its close. It's actually smart.

  • lunchbox99 on 07/02/2020 - 12:54
    +2

    I have seen exactly the same thing. Order from a Vietnamese place near work $5.99, order from the exact same company (and it's not a large chain) a suburb or two further away $3.99. Makes zero sense.

      • spackbace on 07/02/2020 - 13:04
        +46

        Except they didn't attack a customer service operator over the matter, they just simply moved on with life

          • HighAndDry on 07/02/2020 - 15:38
            +23

            @bobwokeup: Because they don't owe you an explanation. They owe you:

            1. Telling you what the price is before you pay, and

            2. Delivering your food.

            You want a conversation, go make some friends.

          • H E B on 07/02/2020 - 15:52
            +2

            @bobwokeup: Sorry but I don't see why you should expect service to enquire as to Ubers business model and pricing as a end consumer.

            You asked, fair question but it seems like rep has no idea or can't say.

            Pass on feedback or ask store direct, they might pass on more.

            In my area some places close charge a bit more, some places close charge a bit less. There's no notable pattern for me. I'm puzzled the same but I just factor that into the overall price when the hubby and I want a night off cooking at home.

            • bobwokeup on 07/02/2020 - 22:52

              @H E B: That’s the thing it was a different rep each time and each answer was different. If you don’t actually know then just say that and say you’ll pass it on to management to investigate, even if they don’t I have no idea if they do but it would close the case straight away.

          • Realdee on 07/02/2020 - 23:37

            @bobwokeup: 'speak up' Thanks for your tireless advocacy and altruism

  • kolorijo on 07/02/2020 - 13:09
    +18

    Don't like it? Don't use it. Simples.

    • MassNerder3r on 07/02/2020 - 15:32
      +14

      If you read "Simples" in a Meerkat voice, you already know whats going on.

      • Magnastar on 07/02/2020 - 15:45
        +8

        I did just this and I also visualised the meerkat saying it.

        I need to find a job.

  • Ryanek on 07/02/2020 - 13:18
    +11

    The delivery fee is not just a measure of distance. If Uber Eats is busy in a particular area it can also increase that fee.

    • bobwokeup on 07/02/2020 - 13:26
      -4

      Yes good point. Sorry forgot to mention it was at 5pm so there were heaps of drivers available. I also checked during peak periods and the price didn't change.

      • hikaru78 on 07/02/2020 - 13:45
        +8

        is a business decision to maximize revenue.. you aren't entitled to an explanation as to why they do things either pay it or use someone else

        • bobwokeup on 07/02/2020 - 13:58
          -2

          Even just an acknowledgement that the pricing doesn’t sound right given the example I gave them, would have been sufficient.

          • Agarwal on 07/02/2020 - 14:03
            +1

            @bobwokeup: Are there any other restaurants near to the one you ordered from? That could be a reason if there's no other ones nearby since there's not likely to be many drivers nearby.

            • bobwokeup on 07/02/2020 - 14:47

              @Agarwal: Yeah there are about 5 options just in that shopping centre where they are located. It wasn’t even peak time so there were heaps of drivers nearby. If it was late at night I totally get it but for how close it is and the time we ordered it just doesn’t make sense.

          • hikaru78 on 07/02/2020 - 14:35
            +1

            @bobwokeup: the low-level csr you are bothering would no doubt not be privy to high level pricing policy. Again you have asked for a service and they have given you a price. The price is not set by the person on the other end of the email. you have two choies pay it or not. They dont have to explain the pricing structure to you if they dont want too.

      • serpserpserp on 08/02/2020 - 08:46

        Sorry forgot to mention it was at 5pm so there were heaps of drivers available.

        How do you there are heaps of drivers available at 5pm?

        • Meconium on 09/02/2020 - 00:13

          Yeah, how DO you? Gosh.

      • Zonty on 09/02/2020 - 00:22

        What is bothering you? Paying over price deliver fee for near restaurant then far one? Why not order other restaurant where is cheaper fees, you knew price before order then what is problem here? I believe you are guy who love to make other life miserable because you not happy with own.

  • Nutrino on 07/02/2020 - 13:43
    +14

    i smell troll. you cant be serious.

  • mreddie on 07/02/2020 - 14:36

    You are 5 mins away! get in the car and pick it up

    • bobwokeup on 07/02/2020 - 14:40

      I usually do but if you read I had been drinking. Sorry for being responsible.

      • saintpotter on 07/02/2020 - 15:44
        +12

        SO you spend money on alco but not on delivery? Smh

      • tomleonhart on 09/02/2020 - 07:03
        +1

        so pay the $7 for the convenience then

  • Tee Rex Arms on 07/02/2020 - 14:57
    +2

    Uber eats prices are indeed fvcked at the best of times.

    • bobwokeup on 07/02/2020 - 15:53
      -1

      That’s what I thought but a lot of these comments don’t agree and obviously just accept poor customer service.

      • papachris on 07/02/2020 - 20:53
        +5

        I think there are several Uber Eats fanboys on here…

  • sparkles on 07/02/2020 - 15:09
    +26

    For $6.99 you got the time, petrol and car use of a driver, and the time of the person you were arguing with. Actually seems like a bargain. Honestly, you'd think the delivery fee was $36.99 the way you are talking.

    • HighAndDry on 07/02/2020 - 15:42
      +7

      Considering how OP is, $36.99 would've been a fair price to put up with him.

    • lunchbox99 on 07/02/2020 - 15:54
      +6

      Why are people misrepresenting what OP is saying? OP didn't say it was too expensive.. what they are questioning is why a delivery is less expensive when it is a greater distance. This seems like a perfectly reasonable question to me. Literally every other delivery service in existence is more expensive for greater distances.

      Why is this so difficult to understand.

      • bobwokeup on 07/02/2020 - 16:07
        -4

        Exactly. I’m on here as I love a bargain but most of the members are obviously on here as they need to save money to live.

        • onetwothreefour on 07/02/2020 - 16:20
          +5

          But you got angry at a customer service rep about something they couldn't control. You had 2 options, just pay the money for the delivery or order somewhere else. If you really felt that strongly about it after you sobered up in the morning then you could have written them an email to complain.

          Complaining to the person you spoke to and complaining on OzBargain has done nothing but waste everyone's time.

          • lunchbox99 on 07/02/2020 - 16:52
            +4

            @onetwothreefour: The role of customer service is to talk to customers. It's not OP's fault they are poorly trained and can't answer a fundamental question that underpins the entire purpose of the business ie how much you charge for delivery.

            • onetwothreefour on 07/02/2020 - 16:54

              @lunchbox99:

              The delivery fee you pay will vary depending on the restaurant's distance from your delivery address and the restaurant's average cost of orders

              They answered them as per the above, the op wasn't happy with this answer so should have spoken/written to someone higher up…or just moved on with their life.

              • lunchbox99 on 07/02/2020 - 16:56
                +1

                @onetwothreefour: Ok… fair enough.

                I don't quite follow the average cost of orders bit. In my case I'm ordering from exactly the same business, owned by the same people (it's not a franchise).

                Why does the average order cost affect the delivery charge? Is that because the delivery fee eats into their part, cause the delivery is shown as being additional (ie on top) to the user?

            • brendanm on 07/02/2020 - 17:35

              @lunchbox99: They don't have to justify their prices to anyone. You either use the service, or you don't.

              • lunchbox99 on 07/02/2020 - 17:50
                +3

                @brendanm: Lol, so you don't question the price of anything anywhere? Good luck with that attitude, unironically posted on OZB !

                • brendanm on 07/02/2020 - 18:37
                  +2

                  @lunchbox99: They aren't going to change the price. You don't like the price, you go elsewhere. This isn't a $2k tv that you can actually negotiate on, it's a fixed service charge of $6.99.

                  • lunchbox99 on 07/02/2020 - 19:32
                    +3

                    @brendanm: It's not a fixed service charge, as OP explained he could buy the exact same product for less money from further away. OP loses nothing in this scenario - the local store loses a sale and the delivery driver presumably drives further for less money.

                    • brendanm on 07/02/2020 - 21:16

                      @lunchbox99: It is what it is, if he doesn't like it he doesn't have to use the service.

      • spackbace on 07/02/2020 - 17:48
        +6

        Why are people misrepresenting what OP is saying?

        Read the title:

        Uber Eats Terrible Customer Service

        Issue here isn't the customer service, it's the (supposedly) overpriced delivery charge.

        If you want an accurate response to your question and opinion, then address the issue properly. The customer service team aren't there to discuss the company's pricing structure, they're there to resolve real issues.

        If OP thinks the customer service is crap because they won't tell him about something they're not knowledgeable about, then OP is a fool

        • lunchbox99 on 07/02/2020 - 17:54
          +3

          OP is not saying it's overpriced, they are asking why closer deliveries from the exact same business cost more than those further away. Totally reasonable question IMHO.

          • spackbace on 07/02/2020 - 18:00
            +4

            @lunchbox99: If you were talking to a department Manager or something, sure. Not something the average customer service rep is aware of or knowledgeable about, as can be seen by the discussion OP had with them and their inability to answer the question.

            At the end of the day, it's mountain out of molehill stuff. Talking $3 difference in best vs worst case scenario. If you're having drinks and food with friends, what's a couple of bucks to get some decent food brought to you?

            And if OP uses the "I'm an OzBargainer" line again, I'll point him towards the fact that the dish prices are more expensive on Uber Eats than takeaway/dine in, so already they've paid a premium for the convenience. If you were an OzBargainer, you'd be ordering Dominos.

            All the angst and arguing, both last night and today, over $3 in delivery charges. Holy hell.

            • bobwokeup on 07/02/2020 - 18:04
              -6

              @spackbace: Wow you really don’t understand customer service do you. I give up logic doesn’t work with people like you.

              • spackbace on 07/02/2020 - 18:14
                +2

                @bobwokeup:

                Wow you really don’t understand customer service do you

                Yep, I do, and if you don't know the answer to something, you either apologise for not knowing, or you pass them off to someone who does. So you basically got the first bit didn't you? The "sorry about that Sir, I'm not sure why but I will pass your issue to the relevant team."

                What were you hoping for? A refund of ~$3? Yeah, I would've given it to you as well so I didn't have to keep dealing with you ;)

                • bobwokeup on 07/02/2020 - 18:22

                  @spackbace: I agree with you there, an apology and we’ll pass it onto the relevant team would have been perfect. I admit I was wrong you do understand customer service but you have misinterpreted why I posted.

                  I raised it as I felt the fee is high considering restaurants further away were cheaper. I also called the restaurant to let them know so they don’t miss out on local business and they were quite shocked.

                  Ps not sure why you thought I wanted a refund as I have never mentioned that.

          • brendanm on 07/02/2020 - 18:38
            +1

            @lunchbox99: It doesn't matter why. It could be $200 if uber eats wants to price it that way. It's likely $6.99 because they know people on that location will pay that much to get something from that restaurant.

            • lunchbox99 on 07/02/2020 - 21:33

              @brendanm: I don't understand your logic - why exactly is a business above being asked a question? If I go to maccas tomorrow and a Big Mac is $100, I will ask the cashier why. I guess little precious will just turn tail and leave…. good for you.

              • brendanm on 07/02/2020 - 21:37
                +1

                @lunchbox99: Yep, they aren't going to change the price just because I don't like it, they are a massive company who would have done research into the pric the market is willing to pay.

                Not sure how its precious to accept a businesses pricing? Seems the opposite to be honest.

                • lunchbox99 on 08/02/2020 - 10:59
                  +1

                  @brendanm: Or you know, maybe it's an error and it's not meant to be that price and the simple act of asking about it prompts the company to fix it. I can't believe so many people in this thread just blindly accept whatever a company tells them.

                  • brendanm on 08/02/2020 - 11:38

                    @lunchbox99: What sort of $ value do younput on your time? I won't waste 10 minutes to save $3. If you are happy to work for $18 an hour, good for you. At the end of the day, the price was correct, so you've not only wasted your time, you're still paying the same amount.

              • Miss B on 08/02/2020 - 09:46

                @lunchbox99: And if they've been informed that it costs $100 due to an increase in the cost of ingredients that's all they can tell you.

                It doesn't benefit anyone if they make something else up. So they gave OP the answer they've been told to give. If the value of orders tends to be lower they probably charge more for delivery to make it still worthwhile, but that's speculation and it's not good for customer service to speculate.

                I don't believe the delivery charge changes based on the time of day. There should be some restaurants where delivery is free. OP could have held out and checked every few mins to see if their restaurant came up on it, or ordered from somewhere else if they didn't want to pay it. As someone else mentioned items normally cost more on Uber Eats anyway, so it probably cost more than $7 to have it delivered.

                Do you guys also contact insurance companies and demand to know every detail about why your premiums are more than someone else's and expect customer service to explain their exact pricing structure in detail?

                • lunchbox99 on 08/02/2020 - 10:57

                  @Miss B: Are you serious? Of course people call their insurer to argue about their premium increase, and 99% of the time the company lowers it. You obviously have never heard of the "loyalty tax". Sucks to be you I guess.

                  • Miss B on 08/02/2020 - 11:12

                    @lunchbox99: I don't ask them to break down the exact cost of the premiums and why it's different for someone else or if I'm in a different area. I just pick the insurer who I'm happy to go with who offers the best price.

                    • lunchbox99 on 08/02/2020 - 11:25
                      +3

                      @Miss B: Whatever… I honestly don't understand why people on this thread find OP's question so outrageous. Literally every other delivery service charges more if the distance is greater, so it's not unreasonable to ask why ordering the same thing, from the same business but further away has a lower delivery cost.

                      I think it's reasonable the CS rep says "I don't know", or "I will escalate it" or "I can't tell you", but asking the question is not unreasonable.

                      I have experienced the exact same issue with Uber Eats at work - ordering from 2.5km away is $5.99 and ordering from the same place 5km away is $3.99. I just order from the cheaper one. Food I'm ordering travels well and I don't care if they have to drive further.

                      • brendanm on 08/02/2020 - 11:39
                        -1

                        @lunchbox99: It's not the question, it's that he called some random customer rep to grill them over their pricing structure. Their prices are how they are. People will pay it, so they charge it, like every business ever.

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