An Uber Eats customer is warning TikTokers not to use the platform’s group ordering feature after allegedly being charged an extra $57.
The customer, Alex Mutammara (@alexmutammara), posted on TikTok on Wednesday that he still hasn’t been refunded the extra charge.
Uber Eats introduced group ordering in late 2019, but the feature didn’t gain much traction thanks to the COVID-19 pandemic. Group orders allow Uber Eats customers to collaborate on orders and pay individually.
In his video, Mutammara says he tried the feature but it overcharged him because he was the group leader or the person who started the group order. He shows a screenshot of his Uber Eats receipt for his portion of the group order, which originally amounted to $24.88 for him. The day after ordering, he saw a “random” charge of $57. 24
Mutammara says he contacted Uber Eats customer service about the charge but kept getting the same response. He shares a screenshot of a message from the support team apologizing for the inconvenience. The message states that the creator of the group order should contact Uber Eats support so they can troubleshoot the issue – but Mutammara was the creator.
The TikToker says he contacted customer service again but his case kept getting closed with no resolution. He adds that he did everything the customer service team asked of him, including sending screenshots and receipts of his order. Every time he submitted a new customer service request, they immediately canceled the new request and asked him to rate his experience, Mutammara says.
“All in all, the $57 is definitely gone at this point,” the TikToker says in his video. “Just wanted to come here and say don’t use Uber Eats, especially the group ordering feature, because they’re going to steal your money.”
Mutammara isn’t the only one who has received unauthorized charges from Uber Eats. Other TikTokers commented that they had similar experiences. Several said it was difficult to solve the problem.
“I was going back and forth with Uber a few months ago about an authorized charge that I didn’t make. They kept closing my chat and didn’t want it,” commented one user.
“I’m so sorry 🙁 I hope they fix this feature. I’ve had issues both as a customer and as a driver. They can’t even track people,” commented a second user.
A third wrote: “This ALWAYS happens to me when I complain to Uber. I select a different problem category or say undelivered and receive a refund. Her [customer service] is garbage.”
Some viewers have offered suggestions on how to fix the issue.
“Account for a chargeback with your credit card company,” said one viewer.
Another wrote: “Tweet about it! i only get help from ubereats if i call them on twitter!”
The Daily Dot reached out to the creator via TikTok comment and Uber Eats via email.
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*Initial publication: November 30, 2022 at 6:32 p.m. CST
Cecilia Lenzen is a freelance writer for the Daily Dot.
https://www.dailydot.com/irl/uber-eats-group-order/ Customer warns TikTokers against using Uber Eats group orders