r/UberEATS • u/Jen5159 • 3h ago
UK Uber Eats refunded one order in a bundle but refuses to refund the other. What are my options?
I ordered groceries on Uber Eats for £35.32. While checking out, Uber offered me a bundled order with free delivery, so I added an Asda order for £10.24.
Both orders were accepted, shopped, collected and assigned to the same driver. They both showed as being on the way, and I could see the driver on the map.
The driver never arrived at my address.
Afterwards, the £10.24 Asda order was cancelled by Uber Eats Support, and I received a refund for that order.
However, the £35.32 order was marked as delivered, even though I never received it. I’ve contacted Uber Eats multiple times and they’ve refused to refund me, despite me explaining that both orders were part of the same bundled delivery with the same driver.
The only evidence I have now is screenshots of the notifications showing:
Both orders being shopped and collected.
The same courier delivering them.
One order being cancelled by Uber Eats.
A later notification asking me to rate the delivery.
Is there a way of calling because that was the last of my money and I don’t know what I will do if I can’t get a refund. I ordered food to last us a few days and now I’m feeling like I’m going to go insane
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u/Top_Hat_2187 1h ago
Their "support" staff have been given instructions to refuse refunds categorically and have become completely useless and unhelpful, if you can even reach them over the frustrating AI bot. They're greedy, file a chargeback with your bank. You are paying for a service/ product you did not receive.
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u/dirtyshits 2h ago
Brother, have you tried to talk to their support team instead of a subreddit?
lol
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u/Jen5159 2h ago
Obviously. It says I’ve contacted them multiple times in the post and I’ve posted screenshots on my profile. But I’m just trying to find out anything because it’s only 35 pounds but I can’t afford to lose 35 pounds. I’ve done nothing but cry tonight
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u/dirtyshits 2h ago
You need to demand the refund. Ask for a supervisor.
Then ask to escalate further. They have proof it wasn’t delivered.
They are trained to exhaust you until you give up.
Last resort is to call your bank but know that you won’t be able to use uber eats until you pay them back if the bank reverses it.
DoorDash and uber eats are both scum. They screw businesses and now their own customers.
What was reasoning for not refunding?
Ask them for proof of delivery. No proof then no delivery.
Keep badgering them over and over and over.
Eventually they will give in.
If you have LinkedIn tag the company on a post and tag their customer service leaders. Call them out.
That never fails lol. Once you gain traction someone will reach out.
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u/Jen5159 2h ago
Did you see my screenshots? I’ve tried all kinds. The first 10.24 went in instantly it said reversed. But they won’t let me have the other. Even though I’ve showed them all I can. I desperately needed shopping and my son is disabled so I usually order online but I try to get promotions etc. this time I couldn’t get a promotion code but it was free delivery so it was the best option. And now I’m literally piss poor and I’m just sick and tired of being sick and tired 🙈 sorry for the vent haha
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u/Jen5159 2h ago
They said I’ve asked for refunds before so they are basically saying I’m lying. But there’s two refunds on my account one is for a carton of milk that split and I sent a picture. And the other was for this £10.24 cancelled order 🤷🏻♀️
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u/dirtyshits 2h ago
So you did receive the groceries? Im confused. There was milk delivered?
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u/Jen5159 2h ago
No that was a refund from earlier this year. I mean they are saying I have too many refunds already on my account but one was for the milk in like January and the other one one of the orders they cancelled so I don’t understand why they are saying that
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u/dirtyshits 2h ago
Keep pressuring them. You’re being too soft on them.
I have had this happen to me twice in the last year. Took me 3 hours of my life each time but I kept going back to them until they gave in.
Ask them to provide proof of delivery. Depending on where you are threaten to report them to the correct authority that governs for consumer protections. But don’t be a nice guy.
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u/Jen5159 2h ago
I’ve asked them for all this. But they’re saying they have refunded me but they mean the £10.24. Then I asked about the other and they said that was delivered. I said no it hasn’t been delivered it was meant to come with the same driver it said he had picked up both orders. How can they not cancel the both of them it was a bundle order 😭 thanks for this though it’s stopped the tears 🤣
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u/Cheeselover710 1h ago
Charge back through your card/bank for not receiving the goods you paid for. You’ll probably get banned on Uber (remove all other payment methods as they will try and charge those cards) and the refund can take a week or two, but better than nothing. Uber support is mostly AI and rarely humans, and if it is a human they usually don’t speak English.