TERRIBLE Customer Support for Uber One Member

Terrible experience with UberEats customer support after being a regular user of this service for years. I decided to cancel my Uber One membership after a recent interaction with the worst customer service agents imaginable.

It started with a bad delivery, which is ok since I have had a handful of those before over the years, but what followed was just pathetic from customer service. They refused to even read and consider my account of the situation, and immediately told me that "the delivery partner followed our policy and waited long enough" and rejected my case.

I was stuck paying for food that was never delivered to me, when in reality the driver did not follow instruction or meet me at the right drop off location. But again that was not even considered for a second by these service agents.

I then raised my complaint further and got told that the order was reviewed and the delivery driver did nothing wrong, and that I took too long. Again I tried to explain the situation, but then I got told by a service agent named "Mai" that the delivery driver will leave food in a secure spot and take a picture of it. That also didnt happen, as the picture that the driver took is of the complex front gate with no food in sight.

Long before that I had also gone to the gate and asked the security who confirmed that no food was left there. Had this service agent actually read anything that I said or actually bothered to look at the picture from the driver they would have known that no food was left "in a secure location".

At this point it really dawned on my how *********** these service agents are, and so I asked to speak with a supervisor. I was then put in contact with a service agent going by the name "Adel" who said that "as an exception" they will perform a final review of my case and then come back to me with this final decision. This was a WEEK ago, and not a single time have I been contacted since. Even after trying to follow up.

As an added note, this service agent made some interesting comments toward me like saying, and I quote: "We would like you to know that before making a decision we take into account multiple factors, not only related to the case but also your account". As if to imply that I was the problem.

In order to dispute this I challenged Adel to look at the 500+ successful deliveries that I have made to the same address without incident, to which he did not respond, neither has he responded since in any form.

I think what happened was that the customer service agents made a mistake initially, and then they decided to double down on that decision without taking the time to properly review my case.

Then when I made enough noise for Adel to get involved, he might have actually had a look and saw their mistake, but then decided that instead of admitting any wrongdoing from their side and rectifying the situation, that they would instead completely ignore me and hope that I just leave it. Nice little power trip from the "customer service agents", or at least that is what I suspect.

@UberEats You are more than welcome to get a competent service agent to get in contact with me to review my case, as I have a lot more evidence to share regarding communications with the driver...

But all I will say is FIRE THOSE SERVICE AGENTS - Adel and Mai, or at least review how they are operating. I will continue to share my negative experience far and wide, in the hopes that no one will have to go through this absolute BS