Extremely Distressing Uber Courier Experience – No Support, No Urgency, Completely Unacceptable

I am extremely disappointed with the service I received from Uber Courier on Saturday, 15 November. I have always used Uber because it’s convenient and usually reliable, but this experience has completely changed how I view the company.

I booked a courier around 10:30 AM to collect a package in Athlone. The driver phoned to confirm pickup, and I tracked him on the app. Suddenly, his location stopped on Jakes Gerwel Drive, and when I tried to call him, his phone was OFF.

For over an hour I sat worried, stressed, and panicking — wondering if he was ******, in an accident, or if he had ****** my package. I even had an anxiety attack because Uber provides **no guidance** on what to do in a situation like this. I waited until 12:00 PM hoping he’d arrive, but nothing. Eventually, I had to cancel the trip, only for Uber to **charge me a cancellation fee** for a driver who went offline and disappeared.

I reported the driver immediately and disputed the charge, but Uber’s customer service was completely unreachable. Their phone lines were out of service, and despite multiple emails, I received **no response for almost TWO weeks**.

To make matters worse, Uber even **lowered my rider rating** from 4.9 to 4.6 — even though *I* was the one left stranded, stressed, and without support.

The lack of urgency, compassion, or safety protocol from Uber is shocking. What if this happens to someone else, or if the driver was actually harmed? There are no clear processes on the app for situations like this, and customers are left helpless.

Uber, this is unacceptable. I expect accountability, support, and answers. Your handling of this situation was nothing short of disgusting, and it has completely changed my confidence in your platform.