An upset woman has taken to TikTok and gone viral after claiming she had unfortunate takeaway experience with UberEats. Sami Schubert was craving pancakes at the weekend, but instead of a sweet treat, she ended up with nothing and claims she was still charged $20 (£16).
TikToker Sami posted a video in which she says she tried to order from IHOP on Sunday evening. She said: “I decided to order UberEats because I was craving pancakes.”
But the UberEats driver told her that the delivery could not go through as there were ambulances at the restaurant and that an IHOP cook had cut his finger off.
According to Sami, the UberEats driver told her to cancel the order “because they are obviously not going to do to-go orders for a while.”
Sami says she followed her UberEats driver’s advice and cancelled the order using the app. She said: “I was thinking ‘Oh my God, this is so crazy. Of course, I’m going to cancel my order.”
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Sami was then immediately hit with a $20 (£16) cancellation fee for “inconveniencing the driver and the restaurant.”
Now hungry and with no food, Sami claims she contacted UberEats through its chat customer service to explain the situation and say she believes she should not be charged.
Sami claims she was told: “Sorry you were inconvenienced, but you should never cancel your order on the word of your driver. You should call customer service and ask us if we think you should cancel your order, otherwise, you’re going to get a fee.”
The angry customer asked: “So anytime I need to cancel my order, I have to call and get your permission?” She claims UberEats customer service said yes.
Sami said: “Well, I received no service. There was no food at my door. The restaurant obviously is struggling right now and they’re not gonna give me food and your driver is not going to give it to me
“Your driver is the one who told me to cancel the order. I did not choose to. They said ‘you need to cancel this. No one is picking it up.'”
The hungry customer then asked about a follow-up investigation and also phoned UberEats customer support to ask for her money back.
She claims she was told that UberEats could not get in contact with the driver to verify that Sami was telling the truth, so she was not given her money back.
After attempting to get in contact with UberEats three times, a very frustrated Sami said she has called her bank to try and dispute the money.
She said: “I literally cannot believe it. Three different people with UberEats said they weren’t gonna give me my money back because the chef cut off his finger. Apparently, that’s my fault because the driver should have cancelled the order, not me.”
Sam’s video has blown up as viewers have theorised what went wrong with the takeaway service. One popular comment said:”I am an Uber Eats delivery person, If there is a problem like that, I usually call and cancel the order. That person did it wrong.”
However, Sami’s frustrating customer experience does have a happy ending.
In Sami’s comment section, Uber said: “Support Team here – so sorry you had this experience, we definitely let you down. We refunded the order and sent Uber Cash to try and make this right.”
In an update video, Sami thanked UberEats for responding. She said: “They sent me the full amount I was owed, and I do appreciate the effort they put in to fix this at this point.”
But, Sami added: “I still think they should have addressed it in a different way sooner, or made it clear that you should call customer support before cancelling any order of any kind. All of this could have been avoided if they just made that clear.”
Sami has said that she will continue to use the takeaway service, despite her story. She said: “I will keep trying to use UberEats and see how it goes.”
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