No Control. No Support. No Delivery

We had an extremely poor experience using Uber for a business delivery.

A delivery was booked on Friday. The driver arrived at the destination but never handed over the package. Since then, it has been an ongoing struggle to get any meaningful assistance from Uber.

Their support system is limited to in-app messaging, which has been painfully ineffective. Each time we explain the situation, we receive generic responses like “the driver will be notified,” and then the chat is closed. This forces us to start the process from scratch repeatedly, with no continuity or accountability.

There appears to be a serious breakdown in their ability to communicate with their own drivers. Several days later, we were informed that the package had been dropped off at a depot, and we are now expected to collect it ourselves. This completely defeats the purpose of using a delivery service.

As a business, this has had real consequences. We have had to absorb the cost of redoing an entire order under urgent timelines to meet our client’s needs. The financial loss aside, the reputational risk is significant.

Uber may be a leader in technology, but in this instance, they have failed in a critical area: reliability and control over their delivery process. Based on this experience, we cannot trust Uber for business deliveries going forward.