I wrote a few months ago how the DoorDash system doesn’t properly calculate the totals and ends up overcharging customers. I’ve now run into a similar thing with Uber EATS.
I placed an order with a 40% off promo which Uber EATS sent my way. It was a $97 order and ended up costing $73 after adding all fees and discounts. After placing the order, total showed properly in my orders as $73. After delivery, they simply removed the 40% discount and charged my Uber balance the full cost. (screenshots below)
I’m guessing in all cases what’s happening is that when there’s an adjustment to an order the system recalculates the totals and sometimes leaves off promos, discounts, and fee waivers. In my case, there were a few items unavailable which probably triggered the system to recalculate and then drop the 40% discount.
If this were paid with a credit card I’d simply dispute the charge, but it was paid with my Uber balance so there’s no recourse.
I assumed a quick chat would resolve the issue given that I had screenshots showing the error (I’ve learned from my DoorDash experience to take copious screenshots), but the rep decided that I needed a screenshot of the email offering me the 40% discount. This specific promo was pushed to me as an Uber notification on my phone, not email; somehow the screenshot of the 40% at checkout wasn’t enough.
I chatted back a second time and that rep actually took a minute to look at what’s going on. She sent it to “another team” to deal with and that I should wait 6-12 hours. I haven’t heard back now more than 24 hours later. Hopefully they are just backlogged or maybe it was sent to the garbage bin.
I’m shocked that this theft goes on without a system-wide fix. If there are any class action lawyers out there looking for a case…
Here is the original order for $97 with the $39 discount; after all fees it ended up a $73 total:
Here is how it showed in my ‘Uber orders’ after I placed the order and was awaiting delivery:
Around $20 worth of products were not found, so the real cost of the order ended up ~$56, but they charged my Uber Cash $92. My Uber Cash balance was reduced from $450 to $357. Here is the final receipt and charge:
