UberEats refused to refund missing items, got refund after escalating to BBB.

Just wanted to post about this real quick, as it could potentially help someone else who ends up with this kind of situation.

The last time I ordered through UberEats, the restaurant didn't include a few of the items for my order (ordered Dunkin, was missing a few of the donuts). I went ahead and reached out through chat, only to be told that my order didn't qualify for a refund. Argued with the agent/bot for a bit, got nowhere.

So I called UberEats support. Spoke to an agent on the phone, she tried to process a refund for me, only to go ahead and inform me that the system isn't letting her do it because my order doesn't qualify for a refund, even though items are missing. She promised to escalate it to the person who can override the system.

I waited a week. Didn't get a refund or an update. Tried the Twitter route, only for the same "your order isn't eligible for a refund" nonsensical response.

Now.. listen, a few missing donuts plus tax was like $6. That's not an amount that's going to make or break me, but by now it was the principle of the thing. Why should I pay for items never received?

So I went ahead and escalated things by making a complaint to the BBB about the incident. Within one week, I received an email from UberEats Priority Support to follow up on my BBB complaint. Lo and behold, my order that previously did not "qualify for a refund" got refunded for the missing items.

So just know.. there are options. I haven't used UberEats since this incident and don't plan to do so because their customer service really is atrocious. Luckily, I live in a city that has all the same places available on Seamless and Grubhub, which in my experience both have much better customer support.