User:SaltAndPepper12/Conversation Log: Uber Eats vs Customer Sept. 20 2026
This is a transcript from a chat between an Uber Eats customer and several Uber representatives. This took place on September 20, 2026. Names and personal information have been erased for the sake of privacy. A few words were censored in order to adhere to Consumer Rights Wiki TOS.
If the information above doesn’t work, please share with us more details about the issue:: Before clicking to "place order," the total was listed as $25. After hitting place order, the actual amount shot up to $45. This was not transparent and is an obvious dark pattern. Upon looking at the extra fees tacked on, most of it were service fees and taxes that were not disclosed to me prior to placing the order. If I had known the true total, I might have altered my cart contents or simply not ordered. This is horribly deceptive and I want the original listed total of $25 (plus my $5 tip) to be the final price, not $45 that I was tricked into.
Sun, Sep 20, 12:45 AM
Connected to Lyn Jo
CS: Hi, (FirstName). I’m Lyn from Uber Support. Thanks for contacting us.
I understand how concerning it is to see the total increase unexpectedly after placing your order. I’m reviewing the fees and details to clarify this for you.
I'll do everything I can to help. Let me check on this. I'll place the chat on hold.
Thank you for your patience, (FirstName). It seems that your issue is better suited to be handled by our specialized team. As a reminder, you can always call the right support team directly from your app's help center. Do you mind if I set you up with a team dedicated to your issue?
Customer: Sure
I tried using the app but the app bugged out
So I came here to the website
Really, I just want the final price to be the $25 listed
No run-around. Just change the final total to the total I was shown before I was locked into it
CS: Let me transfer you now to the right team and respond to this message if you have further detailed you believe would be helpful while they review this issue, and they will get back to you via email shortly. Thank you for your patience.
This chat will be ended and the specialized team will get to you as soon as possible. Thank you for contacting Chat Support.
Sun, Sep 20, 12:49 AM
Connected to Anjali
CS: Hi (FirstName), I’m Anjali. I see you’re concerned about the unexpected increase in your order total—let’s work through this together.
Customer: Yes, let's
I want the final total to be changed to be the $25 that I was shown
Anything less than that is not acceptable
CS: I’m still reviewing the details of your order and will update you shortly. Please bear with me a moment.
Customer: Will do
We’re sorry to hear about this experience
You will be charged the price you saw in the app
To review your Uber receipt, go to 'Orders', then 'Past Orders', and click 'View receipt'
Customer: What price?
The $25 or the $45?
It's still listed as $43.81 . I am looking at it right now
CS: 38.81 was total charged with delivery fee taxes service fee bag fee + you given the tip $5 so then total $43
Customer: No, I want the total price reduced to the $25 that I was shown
Stop intentionally misunderstanding and trying to trick me
$25, twenty five dollars
CS: I understand your concern about the unexpected increase from $25 to $43.81. I'm reviewing the details carefully to ensure clarity on the charges applied.
Customer: There is no need for clarity. This was a deceptive amount that was added after the order was locked in
I am clear on what happened
I want the original price of $25 to be honored
I have all night, I will stay on here all night with you until we get this resolved the way I want
And if not you, other agents
So rather than give me the run-around, just do what I want.
Stop being deceptive
And better yet, this entire chat, as well as other chats, and my screenshot with this deceptive experience, they will all make it onto social media and other places of the internet. I will also look into a BBB complaint if I am able
CS: Thank you for sharing your experience with us. We appreciate the feedback you shared. When you order through our app, the in-app prices may be different than in-store prices. You can see the in-app prices when you build your order for Pickup or Delivery, and these prices may not match the prices on a printed label or printed receipt included by the store with the order.
Please wait for 24 hours in case if you find any price discrepancy please reach back to us so we can assist you accordingly.
I've sent an updated receipt to the email associated with your account as proof. This should be reflected in your account within 24 hours.
Customer: Wait
Before you go
What is the final price going to be?
CS: Since we haven't received any response, this chat will disconnect in a minute.
I've sent an updated receipt to the email associated with your account as proof. This should be reflected in your account within 24 hours.
Customer: You clearly have received a response. You're just screwing around
This is
A response
You just are being a deceptive (expletive)
CS: Please wait for 24 hours in case if you find any price discrepancy please reach back to us so we can assist you accordingly. I've sent an updated receipt to the email associated with your account as proof
Customer: No
Do it now
There is no need to wait
Making a customer wait 24 hours is simply giving me the run-around
I could just issue a chargeback from my bank
CS: As the accurate information has been presented and no further issues remain to be addressed, I will conclude this chat. If you are still experiencing this issue, please initiate another chat, and a member of our team will be ready to assist you. Have a good day.
Customer: I do not mind losing my uber account. Especially with deceptive business practices like this
CS Bot: Have we resolved this issue?
Customer Selection: No
Sun, Sep 20, 1:04 AM
Chat ended by Anjali
Thanks for reaching out again. Please summarize your issue and we'll connect you to a customer support representative.
Customer: The last representative clearly didn't resolve the issue and was being dishonest and disingenuous
We’ll connect you to the next available customer support representative.
Sun, Sep 20, 1:04 AM
Connected to Nisha
Customer: Hi Nisha. Are you going to help me?
CS: Hi, (FirstName) . Thank you for contacting Uber Support. I'm Nisha, and I'll be happy to assist you.
I understand your concerns about the unexpected price increase and the fees added after placing your order. I'm here to review the details carefully and assist you with this issue.
Please accept my sincere apology for the inconvenience caused to you.
The best form of apology would be to change the price to be the original $25 that was listed
Customer: Words mean nothing. Actions mean everything
Hello? Anybody home?
CS: Thank you for sharing the details. I will look into this to assist you better.
Customer: Please do.
Change the final price to be the $25 that was listed
CS: As i can see you were charged $43.81
Customer: Yes
Before I clicked to place order, the total was listen to be $25
Listed*
If I had known that it would be $43.81, I would have ordered less items
Uber was not upfront about the fees that would be added on
CS: The order encompasses the service fee, applicable taxes, and a generous tip amount, ensuring exceptional service quality.
Customer: Listen... stop giving me the run around. Change the final total to $25. If you do not, I will issue a chargeback once the charge posts to my account. And I will never use uber again, I will instead use DoorDash or InstaCart. And for rides, Lyft
So its up to you. You can honor the price that was originally shown to me, stop the (expletive), stop the run-around... or lose a customer of 10+ years
CS: (LastName), every order has its own services and tax fees included, and everyone has been charged for them.
Customer: Okay, you have chosen the bull(expletive) route
CS: Since I have provided you with the best possible option for your issue, there are no further alternatives available. Therefore, I will now close this chat. If you have any additional questions, please feel free to reach out to us. Thank you for using our live chat service.
Have we resolved this issue?
Yes
No
Sun, Sep 20, 1:16 AM
Chat ended by Nisha
Background
[edit | edit source]
[Incident]
[edit | edit source]A customer ordered Uber Eats. Once all items were in the cart, and before "Place Order" was clicked, the price was displayed to be $25. After the "Place Order" button was clicked, the price immediately went up to $43. There were apparently additional fees that were not disclosed to the customer. The customer tried to have the price amended to reflect the original price of $25, so they contacted uber support. Uber support gave the customer the run-around and ultimately did not honor the original shown price of $25.
[Company]'s response
[edit | edit source]The customer support agents refused to help. Instead, they kept the customer on the line for a long time, gave a constant run-around, tried to use deceptive language to kick the customer away. The first agent even claimed that no responses were coming through, even though the customer was clearly responding. Ultimately, the price was never changed to be the total the customer was originally shown.