Customer places Costco order via Uber, claims driver added items for himself with a rather high ‘adjustment charge.’ Uber’s response? They ‘understand’

An Uber customer claimed that their delivery driver went off-script and added a bunch of items to their Costco purchase, allegedly resulting in a rather pricey “adjustment charge.” The customer shared their one-star review online, claiming the company didn’t even offer a refund as compensation.

The complaint was initially documented in a TikTok, which has since been taken down by the original poster; however, according to Brobible, the video had around 350,000 views and showed a series of screenshots along with the viral saxophones getting louder sound.

The screenshots showed the customer giving the Uber delivery driver a one-star rating with text that claimed they had “Ordered Costco via Uber and my Uber driver bought himself stuff on my order.” The next screenshot showed the list of items, with a microfiber cloth highlighted, which the customer claimed they hadn’t ordered.

Another screenshot showed a $23.67 “adjustment charge” that had been added to their order, but they claimed they had “never approved” it. The final screenshot showed an email response from Uber refusing to give the customer a refund for the additional item, with little explanation as to why.

The response email simply claimed to “understand” that the customer’s trust had been violated before stating: “I’m unable to process a refund for the adjustment charge at this time.” They also promised to report the incident to the “appropriate team” and “investigate the situation with the delivery person.”

Other Uber customers speak out

Complaints from irate Uber customers aren’t entirely uncommon, with plenty posting their experiences with the company on TikTok. For example, one woman claimed that her Uber Eats delivery driver cornered her in an elevator and hugged her.

In the comments, others shared similar experiences to the customer who was left paying for the “adjustment charge.” One person claimed that their Uber Eats order was stolen by the driver after they had already taken a photo of the food outside the house. They also didn’t get a refund.

There were also a few nuggets of good advice as to how to get a refund from Uber. “I told the customer support line I would sue and go through small claims court and I got a refund,” claimed one commenter. Another suggested the OP could “dispute this with your bank and report Uber to the FTC for fraudulent business practices,” adding, “Watch how nice they start talking after you do.”

It’s unclear whether the original poster was able to get a better response from Uber in the end. Hopefully the advice the TikTok comments provided was able to help get them that refund.