Uber Eats is a popular food delivery service that Uber successfully launched a few years ago. Uber Eats is easy to use and is actually delivered by both Uber Eats couriers and Uber drivers. As such, the Uber Eats app for clients is a separate app, and to access it you need to download the Uber Eats app from either Google Play or Apple Store.
Once you have downloaded the app, all you need to do is register, add a means of payment, and make sure the delivery address you input for every delivery is accurate. This means if you registered with your home address but at a different location, don’t let the app send your food home.
Now, as with any service, there are issues to deal with, and Uber Eats has an extensive issue handling system, is their Uber Eats Customer Service, and there are a few ways to make contact, dependant on the type of issue, and urgency of the situation.
Consider the following situations as reasons to contact Uber Eats customer service:
Your delivery is not arriving, and you cannot get hold of the courier. Perhaps the order is not fulfilled properly, where the courier notifies you that a lot of the items you want are not available. Another less frequent issue is billing problems, where you could be overcharged or charged for items you didn’t receive. In all these instances Uber Eats has contingency plans in place. For instance, there is a dedicated Courier to a client communication system that provides the client with up to date locational services to follow the order from request to delivery. There is also a method for the courier to contact the client using an anonymous phone system keeping the client’s personal data concealed but allowing the two to discuss alternatives when menus are not fulfilled at the counter.
While there is a lot of on the spot support, sometimes clients just want to complain in person and let Uber know they are frustrated. To support this Uber Eats has created 5 different paths to contact them, and here they are:
1. Live Chat Support
Live chat support is part of the Uber Eats app, and all you need to do is open the app, tap on your profile tab, and then tap help. When you enter the help screen, you will find a list of orders to select, choose the one you are concerned about, and tap it. Once you have selected the appropriate order, it will guide you through a list of issues that can be related to the order.
This method is the best for issues with ongoing orders since the Uber Eats representative can follow the order on the screen on Uber’s side and help the client in real time without the need to go back and forth between a phone, an e-mail, and the actual delivery screen.
Take heed that all data is recorded under a support ticket.
Twitter is another method of reaching out, both for Uber Eats and for Clients as well as couriers. @Uber_Support is not a dedicated support site, it’s for general questions, and it is used by Uber to tweet updates and is also the first place to check when your Uber App is not working properly. Instead of trying to get hold of a customer support agent, consider entering their twitter account and checking out general issues that might be troubling you.
Take note, that this is not a service site, it’s a messages site that is 100% public, which means if you tweet a reply, everyone can see it. So before you decide to open up an issue here, consider the ramifications of going public.
E-mail is another option. Obviously this is not the fastest contact option, but it is a dedicated one and private. E-mail is one of the best methods for a fully recorded issue management method. You send an e-mail to customer services, and they will answer you within 24 hours.
Now consider that while the conversation is private it is not secure, e-mail messages are the easiest to breach, so do not put in any private information, when it comes to the issue be detailed, but when it comes to handing out any personal information such as payment details, be vague, say “credit card” but don’t put the date or number of the card.
While Uber has undergone some serious hacking lessons in the last 3 years, and they have bolstered their cyber security issues, I would still not recommend you place any personal or private details in an e-mail.
One other issue, after sending out an e-mail, the response might be via the Uber Eats App and not the e-mail account. If this happens, you will receive a notification from the Uber Eats app, and it is easier for both you and uber Eats to manage the issue from the app.
4. Phone Support
Phone support is nefarious and nebulous, which basically means it’s damned frustrating but it works and you have a dedicated line for this in the US, it is (800) 253-6882. For other countries, you will need to check online in the Uber Eats site for the number. The reason it’s frustrating is that you have to wait in line, and when you are upset about something, the last thing you want is to wait in line. Consider the Uber App chat support if you are not a patient person.
Phone Support is for handling issues that are ongoing, such as an actual order. If you don’t want to use the Uber Eats App support, then a phone call might help calm your nerves. Talking to an actual person is still considered the most comforting or most annoying way to handle an issue.
Now, take note, customer service employees are low paid employees that sit at terminals and have a limited number of options to help. Also, their managers are only slightly paid more and have virtually the same powers of application. As such, getting angry with a customer service rep will not solve your problem, and will be recorded, leading you to be banned from using the App after the issue is resolved. So I suggest that if you are calling to shout at someone, don’t.
5. Uber Eats Help Page
Another method is using the extensive Uber Eats site help page that has a few links to most issues, and these linked pages are information pages that describe the situation you are facing, and then offers a solution. The help page is here: help.uber.com/eaters
I would actually suggest reading this irrespective of issues, and learning all about Uber Eats if you intend to use them frequently. By using this page you end up learning more about how Uber operates, and when an issue arises, you already know what the cause is, and how to handle it.
For ongoing order issues, check out these links:
Check the status of my order: if you are waiting for an order, you can find out what the status of the order is by tapping on "Track Order" in the Uber East App.
Change items in my order: to change an order you need to call Uber customer services.
Cancel my order: you can only cancel an order before it has been prepared in the restaurant, as such, follow these instructions:
- Tap the receipt icon at the bottom of the App menu bar
- Tap "CANCEL ORDER" in the order tracking screen
- Tap "CANCEL ORDER" again in the confirmation screen
My order is taking longer than expected: to find out what’s happening with an order when delayed, you can contact the delivery partner by pressing contact in the Uber Eats App.
Change my delivery address: to change the delivery location, you must contact the delivery partner directly by pressing contact in the Uber Eats App.
Why was my order canceled? : Orders are canceled by the restaurant or delivery partner, as such, wait a minute and make a new order. The reasons are usually because the restaurant cannot make the order, or your location was too vague, and the delivery partner could not contact you to find you.
For past order issues, check out these links:
- My order never arrived: if you were charged for an order that never arrived, use the link to send a complaint.
- My order was damaged: if your order came damaged in any way, use the link to send a complaint.
- My order had missing or incorrect food items: if your order was incomplete or had wrong items, use the link to send a complaint.
- I had an issue with the quality of my food: if your meal came with substandard or even bad products, use the link to send a complaint.
- My promo code didn’t apply: Sometimes promo codes are outdated, and if this happens the code didn’t work. To be sure, just check here http://t.uber.com/promofaq to find out more about promo codes and how to use them.