You may be surprised to hear that Uber even has customer service. But they do, and unfortunately, it has become notorious for being some of the worst in the business.
All Uber customer service requests must be made in the Uber app. Top complaints about Uber customer service include no ability to call or email the company, no resolution of issues, unresponsiveness, poor training, and rudeness.
Uber customer service is failing both riders and the drivers who would rather be making a living than waiting for a response from customer service. Read on for more info on the top complaints about Uber customer service.
Is Uber Customer Service Bad?
According to Customerservicescoreboard.com, Uber scored 22.20 out of 2,000 possible points after 1,500 reviews.
According to the site’s ranking system, this rates Uber as “Terrible” on customer service. This is the worst rating possible on the site.
Further, the company received a whopping 1,475 negative comments, or around 98% negative, compared with only 27 positive comments (1.8%). This is terrible even compared to other tech companies.
According to Sitejabber.com, Uber gets 2.33/5 stars out of 1,500 reviews. A shocking 931 out of 1,527 reviews were one star reviews. Poor customer service was a common complaint.
How Can I Contact Uber Customer Service?
All customer service is done through the app and at https://help.uber.com/. On the site, you will indicate what you need help with, whether you are a rider, driver, Uber Eats customer, merchant/restaurant, bike/scooter, business, or freight client.
You will also have to navigate a menu of possible complaints before you can contact a person (if at all), and your particular issue may not be listed.
6 Reasons Why Uber Costumer Service Is So Bad
As is the case with other ride sharing services, Uber customer service should be serving both drivers and riders/customers.
Uber doesn’t seem to make it very easy for any of these parties to contact customer service, though the process is slightly different for drivers since they will be using the driver app rather than the regular help app.
1. No Phone or Email Customer Service
By far the biggest complaint is that there is no way to reach Uber customer service outside of their app. There is no phone number or any way to email customer service.
When you have an issue, you will need to go through all of the prompts on the site in order to find the one that best describes your issue. If your issue is not included in the set prompts, you may be out of luck, and you will have to guess which issue is closest to your problem.
Basically, Uber is providing you with a list of problems they might be able to solve, which may not actually include many of the issues riders and drivers face.
You will have to log in to get any help with Uber, which may be frustrating for many users.
2. Inability to Resolve Issues
Many of the users who were able to navigate the menu of possible issues found that even when they submitted requests for help, no help was given.
In some cases, customers were tossed around to several customer service agents without any resolution of the issue.
Many customers who were able to access Uber via chat were told that customer service was going to be informed of the issue, but there was no further communication or resolution.
It seems to many that they just get passed from agent to agent (if at all) with no actual assistance. This is frustrating to all of us, to be sure, but it is especially difficult for the drivers who have to spend their time trying to track down customer service rather than earning money driving.
3. Poorly Trained Customer Service Agents
Part of the issue with ineffective customer service may be due to poor training of customer service personnel.
Many companies are dealing with this in today’s world, though Uber does not seem to be committed to training its customer service staff.
Many drivers report that they are given different stories each time they talk to a different customer service agent, indicating that the company lacks uniform policies and education.
For some drivers, this means that they get two different stories about how to even complete their applications.
4. Unresponsive
A large number of responders noted that they were still waiting for a response from customer service on their complaint. Many were told that they could expect an email response, which never came.
One commenter sent thirteen emails and never received a response.
In many cases, users will receive an automated message, but then will not receive a follow-up.
5. Rudeness
Several commenters noted that when they finally were able to contact a person at Uber, the service was rude, callous, or unpleasant.
The last thing you want to do after wading through the rigamarole of the website and hoping that you get an actual person is listening to a customer service person behave unprofessionally.
Some commenters were hung up on by customer service.
6. Fraudulent Charges
Uber is plagued by reports of fraudulent charges and does not offer good customer service to reverse or cancel these charges.
Many users noted that fees and extra rides were showing up on their credit card statements, and that customer service was unavailable or unable to fix the problem.
One commenter reported that getting their money back from Uber was “like getting water from a stone.”
Some reported that the fraudulent charges would be resolved by customer service, only to show up again.
If Uber knows of this issue, it should provide support for those who have been the victim of these types of fraud.
Read also >> Why is Walmart Customer Service So Bad? (5 Reasons Why)
Read also >> Why Is Lowe’s Customer Service So Bad? (7 Reasons Why)
Conclusion
It’s difficult to know what is going wrong behind the scenes at a company that makes customer service so poor. Much of it has to do with whether a company values its customer interactions.
In the case of Uber, many issues seem to stem from the fact that it is so difficult to contact customer service. The only access is through the app, and Uber knows that many people just won’t bother.