Had an issue with Uber Eats? Get a real response.
How to submit a complaint with Uber Eats
If you're wondering how to complain to Uber Eats, the primary channel is through the app itself — there is no general customer service phone number for Australian consumers. Act within 48 hours of your order for the best chance at a resolution.
Via the Uber Eats App (Fastest Method)
- Open the Uber Eats app and tap Account, then Orders, and select the order with the issue.
- Tap Help and choose the category that matches your problem (missing items, wrong order, food quality, order never arrived).
- Add details and upload photo evidence where relevant, then submit.
- Uber Eats will review and respond via the app or email — straightforward issues like missing items may trigger an automatic refund.
Via the Uber Help Website
- Visit Uber Eats Help (Australia) and log in to your Uber account.
- Navigate to the help article matching your issue and follow the prompts to submit your complaint or request a refund.
Diamond Member Phone Support
- Diamond-tier Uber members can access a priority support phone line directly through the app by tapping "Call us."
- This is the only phone support option — regular members are limited to in-app and online channels.
Once you submit a complaint through the app, Uber Eats follows an automated-first process. Most Uber Eats customer service Australia interactions start and end digitally.
- Automated review: Your complaint is assessed by an automated system. For clear-cut issues (e.g., missing items), a refund or credit may be issued immediately.
- Support agent escalation: If the automated system cannot resolve the issue, a support agent reviews your details and any photos provided.
- Resolution notification: Uber Eats notifies you via the app or email. Outcomes include full or partial refunds, Uber credits, or occasionally a re-delivery.
- Refund processing: Approved refunds typically take 2–3 business days to reach your account. For more detail on getting an Uber Eats refund Australia consumers can check the full refund guide.
- Dispute window: You can dispute order errors within 30 days of the order date, but you should contact support within 48 hours for the best chance of a resolution.
- Partial refunds: For missing or incorrect items, Uber Eats usually refunds the item cost plus tax — not the entire order total.
Common complaints against Uber Eats
Uber Eats complaints Australia consumers raise most often fall into these categories, based on thousands of reviews across Trustpilot and ProductReview.com.au.
Missing or Incorrect Items
- The most frequently reported issue. Customers receive orders with items missing or entirely wrong items delivered.
- Refund requests for these issues are sometimes only partially granted, covering the item cost but not delivery fees.
Late or Non-Delivery
- Customers report excessively long delivery times — some exceeding 1.5 to 2 hours — or orders that never arrive.
- Driver shortages, particularly in regional areas and during late-night hours, are a recurring cause of Uber Eats not delivering food.
Cold or Poor-Quality Food
- Food arriving cold, spilled, crushed, or inedible is a persistent complaint tied to long transit times and poor handling.
- Photo evidence submitted with complaints about food quality strengthens your case for a refund.
Difficulty Getting Refunds
- Uber Eats' automated refund system frequently denies legitimate claims without clear explanation.
- Some customers report needing to message support six or more times before receiving a full Uber Eats missing order refund.
- Accounts that request refunds frequently may be flagged, leading to reduced support or account restrictions.
Lack of Human Customer Support
- The absence of phone support for regular customers is a major pain point, contributing to widespread frustration with Uber Eats poor customer service.
- Complaints are handled primarily through chatbots and automated systems, with many users receiving generic responses that don't address their specific issues.
Price Discrepancies and Overcharging
- Some customers report being charged significantly more than the listed menu price, with markups not clearly disclosed at checkout.
- Disputes over pricing are difficult to resolve through standard support channels.
Uber Eats complaints submitted through Ajust
How other consumers Uber Eats complaints got resolved
Driver Shortage Leaves Customer Waiting Nearly Two Hours
A customer on the NSW Central Coast waited 1 hour and 45 minutes without a driver being allocated. Only chatbot support was available, and the complaint remained unresolved.
If your order isn't assigned a driver within 30 minutes, cancel through the app to trigger an automatic refund rather than waiting indefinitely.
Charged Double the Restaurant Menu Price
A customer was charged $63 for a fish order listed at $30.39 on the restaurant's own menu. Uber Eats support refused a refund despite the clear price discrepancy, and the complaint remained unresolved.
Screenshot menu prices from both the restaurant and the Uber Eats app before ordering — if overcharged, dispute the charge with your bank as a fallback.
Repeated Cold Food and Cancelled Orders at Night
A customer experienced multiple cold food deliveries and order cancellations due to nighttime driver unavailability. Refunds for cancelled orders were not processed promptly, and the issues remained ongoing.
If a cancelled order isn't refunded within 3 business days, follow up through the app and escalate to your state's Fair Trading body.
If standard Uber Eats complaint resolution channels haven't worked, here's how to escalate an Uber Eats complaint step by step.
Re-submit Through the App with Stronger Evidence
- Re-open your complaint with additional detail and photo evidence.
- Clearly state the outcome you want — full refund, partial refund, or credit.
- Reference your original complaint and any previous case numbers to show a pattern.
Uber Eats Escalate Complaint via Social Media
- Contact Uber Eats through their official accounts on X (@UberEats) or Facebook.
- Public complaints on social media sometimes receive faster responses than in-app support.
Dispute with Your Bank
- If Uber Eats refuses a legitimate refund (e.g., order never delivered or significantly wrong), lodge a chargeback or payment dispute with your bank or credit card provider.
- Provide your bank with screenshots, order receipts, and evidence of your complaint to Uber Eats.
Lodge a Complaint with Fair Trading
- If internal channels and your bank haven't resolved the issue, escalate to your state's Fair Trading or Consumer Affairs body (details below).
- You can also lodge your complaint through Ajust to have it managed on your behalf.
Uber Eats is a food delivery and technology platform — it does not fall under a specific industry ombudsman scheme. If you need to file an Uber Eats ACCC complaint or escalate through Fair Trading, here are your options.
- Australian Competition and Consumer Commission (ACCC): Does not resolve individual complaints but investigates patterns of misleading conduct and unfair contract terms. The ACCC has previously investigated Uber Eats over unfair contract terms. Report issues via the ACCC contact page.
- NSW Fair Trading: Phone 13 32 20 (Mon–Fri, 8:30am–5pm). Lodge a complaint online.
- VIC Consumer Affairs: Phone 1300 55 81 81. Visit Consumer Affairs Victoria.
- QLD Office of Fair Trading: Phone 13 74 68. Visit QLD Fair Trading.
- Australian Consumer Law (ACL): Under the ACL, you are entitled to remedies (refund, replacement, or re-supply) when a service fails to meet consumer guarantees. If Uber Eats does not resolve your matter, Fair Trading bodies can mediate — and you can take the matter to your state's Civil and Administrative Tribunal (e.g., NCAT in NSW, VCAT in VIC).
- How to Contact Support — Official guide to reaching Uber Eats support channels.
- Dispute an Order Error — Uber's guide to disputing issues within the 30-day window.
- Wrong or Missing Items — Steps to report missing or incorrect order items.
- Food Quality Issues — How to report food damage or quality problems.
- Managing Refunds (Merchants) — Merchant-side refund management information.
- Consumer Affairs Victoria — Victorian consumer protection and complaint mediation.
Uber Eats Complaints FAQs
Does Uber Eats have a phone number for complaints in Australia?
Uber Eats does not offer a general customer service phone number in Australia. The only phone support available is for Diamond-tier Uber members, who can tap "Call us" in the app. All other customers must use the in-app help feature or the Uber Help website to submit complaints and request refunds.
How long does an Uber Eats refund take in Australia?
Uber Eats refunds in Australia typically take 2 to 3 business days to reach your account after approval. Simple issues like missing items may trigger an automatic refund immediately. If your refund has not arrived after 3 business days, follow up through the Uber Eats app and reference your original complaint number.
Can Uber Eats refuse my refund if I complain too often?
Uber Eats may flag accounts that request refunds frequently, which can lead to reduced support or denied claims. To protect yourself, always submit photo evidence and specific details with each complaint. If a legitimate refund is refused, you can dispute the charge with your bank or escalate to your state Fair Trading body.
What can I do if Uber Eats ignores my complaint?
If Uber Eats does not resolve your complaint, you have several escalation options under Australian Consumer Law. Re-submit with stronger evidence and a clear outcome request, post publicly on social media for faster attention, lodge a chargeback with your bank, or file a complaint with your state Fair Trading office for formal mediation.
You’ve done your part, now it’s time to hold Uber Eats accountable.
Take the final step and submit a complaint that gets seen and responded to.