Uber - Parcel Marked as Delivered but Not Received

S

saksham683

New member
Website Name
https://www.uber.com/in/en/
Loss Amount
2000
Ratings
3.00 star(s)
Opposite Party Address
Uber
I am writing to formally raise a serious issue I faced today while using the Uber Parcel service.

I had scheduled a parcel delivery of my lunch from home to my office. The delivery agent arrived at my residence at around 10:26 AM, collected the parcel from my mother, and began the trip. As per the Uber app, the agent reached my office location by 10:58 AM.

Around 11:00 AM, I noticed multiple missed calls and messages from the delivery agent via the app, and I immediately went downstairs to collect the parcel. To my surprise, the trip had already been marked as "delivered", but I had not received the parcel.

I checked with nearby people, including security personnel and vendors, but no one had any knowledge of the delivery. According to Uber's stated policy, if a delivery agent is unable to reach the recipient, the parcel should either be kept safely until contact is established, or handed over to a security guard or nearby store. Unfortunately, this protocol was not followed.

I contacted Uber Support and was given the number of the delivery agent. When I spoke with him, he was extremely rude and claimed to have handed the parcel to someone else — without confirming my identity or verifying the recipient's name through the app, which is a clear breach of responsibility and basic protocol.

I followed up with the Uber chat support team, but they were uncooperative and simply stated that the parcel was delivered based on the delivery agent's word, refusing to offer any meaningful resolution.

This experience has caused monetary loss and significant inconvenience. I find the handling of this situation to be highly unprofessional and unacceptable.
 
Hello @saksham683

I'm sorry to hear about your experience with Uber's parcel delivery service. Based on your detailed complaint on ConsumerCourt.net, it appears that despite the delivery being marked as completed, you did not receive your parcel, and Uber's support has been unhelpful in resolving the issue.

Summary of Your Complaint with Uber​

  • Service Used: Uber Parcel Delivery

  • Incident Details:
    • Parcel (lunch) was picked up from your residence at approximately 10:26 AM.
    • Delivery agent reached your office location by 10:58 AM.
    • Around 11:00 AM, you noticed missed calls and messages from the delivery agent.
    • Upon going downstairs, you found the trip marked as "delivered," but the parcel was not received.
    • Inquiries with nearby individuals yielded no information about the parcel.
    • Uber's policy dictates that if a delivery agent cannot reach the recipient, the parcel should be kept safely or handed over to a security guard or nearby store.
    • The delivery agent claimed to have handed the parcel to someone else without verifying their identity.
    • Uber Support was uncooperative, relying solely on the delivery agent's word and refusing to offer a resolution.
  • Loss Incurred: ₹2,000

Steps to Seek Redressal​

  1. Document All Communications:
    • Retain screenshots of the trip details, chat logs with Uber Support, and any other relevant communications.
  2. Contact Uber's Grievance Officer:
    • If initial support channels are unhelpful, escalate the issue to Uber India's Grievance Officer.
    • Email: LERT@uber.com
    • Postal Address:
      Attn: Grievance Officer, Uber Technologies, Inc (India)
      Registered Office: Uber B.V., Regus Business Platinum Centre Pvt. Ltd.,
      Level 13, Platinum Techno Park, Plot No.17/18, Sec-30A, Vashi,
      Navi Mumbai, Maharashtra – 400705.
  3. Send a Formal Legal Notice
    If the issue remains unresolved after contacting the UBER Customer Case, consider sending a legal notice to the CMD of UBER:
    • Clearly state the issue, the relief sought (e.g., refund), and a reasonable timeframe for resolution (usually 15-20 days).
    • This step often prompts companies to act to avoid legal proceedings.
  4. File case with Consumer Forum
    If the seller still doesn't respond satisfactorily, you can escalate the matter by filing a complaint with the appropriate Consumer Disputes Redressal Commission:
    • Portal: e-jagriti.gov.in
    • Procedure:
      • Register on the portal.
      • Submit your complaint along with all supporting documents (INDEX, MEMO, AFFIDAVIT, EVENTS and PROFORMA).
      • Pay the requisite fee online (Zero in your case).

        The e-jagriti.gov.in system facilitates online filing and tracking of consumer complaints across India.

Legal Framework​

Under the Consumer Protection Act, 2019, consumers are entitled to:
  • Protection against unfair trade practices.
  • Prompt redressal of grievances.
  • Compensation for any loss or injury suffered due to negligence or deficiency in services.
If a company fails to address your complaint adequately, consumer forums have the authority to order refunds, replacements, and compensation for mental agony or financial loss.

Please review few Judgments Highlights:
A/637/2023

Delhi - State Commission - UPENDRA SINGH V/S UBER INDIA SYSTEM PRIVATE LTD.

“The complainant is a well-qualified doctor residing at L-80, Sarita Vihar, Mathura Road, New Delhi. The OP is an American based Company engaged in the business providing travel services through car, cab, taxi etc. to the customers. On 19/11/2022 (the complainant has booked an Uber Taxi for Indira Gandhi International Airport, Terminal-3 at 3.15 AM but the driver’s name Daleep Yadav did not turn up and the complainant hiring another way out but had to wait for the said booked Taxi to come. The copy of the screen shot of the booking o Uber Taxi is Annexure-C-1. the complainant has booked the branded Uber Taxi only with assurance that 24x7 services will be available and he will get the service.

The complainant has called the OP again but no one has responded from OP side. The complainant tried to search a local Taxi and cancelled the Uber Taxi and reached Airport at 5.15 AM but could not catch the booked Vistara Flight No. UK-913 from Indira Gandhi International Airport to Indore. The complainant has booked Economy Class ticket for himself and his wife namely Preeti Singh bearing booking number T-7H28 Ticket No TKT-228-6025936460 and 2285025936459 respectively which is Annexure-C-2. Th complainant and his wife has to attend marriage ceremony of close friend at Indore and due to delay Taxi the complainant has missed the function. The complainant has booked second flight to Indore in the evening at the double price. The copy of the second purchased Ticket is Annexure-C-3. The complainant has already booked ticket Sor return to New Delhi and could not stay with the family for over 12 Hours. The copy of return ticket Anexure-C-4. The complainant has requested OP to resolve the issue but no reply. The complainant has sent legal notice 23/12/2021 to solve the issue but all in vain. The OP was served but it did not enter appearance and was proceeded ex-parte vide order dated 08.07.2022.”


The Appellant, despite being provided with ample opportunity to appear before the District Commission, failed to do so and was consequently proceeded with ex-parte in the order dated 08.07.2022. Therefore, the Appellant's claim of a violation of the settled principles of natural justice is without merit and stands refuted.

Further, the Appellant’s argument that it merely acts as an aggregator and, therefore, cannot be held liable for the actions or inactions of the driver-partners is without merit and fails to address the core issue at hand. While it is true that the Appellant provides a platform for connecting riders and independent driver-partners, it is equally true that the Appellant, by offering such a platform and facilitating transportation services, assumes an obligation to ensure that the services offered through its platform are delivered as promised and in a timely manner.


By following these steps diligently, you can seek redressal for the grievances faced due to false information and refund delays. It's essential to assert your rights and ensure that service providers adhere to fair and transparent practices.

Important Tip:
Before taking legal action, it is advisable to first send a legal notice to the Opposite Party.
Click to expand...

Note:
We can assist in:
  • Drafting professional legal notices.
  • Filing consumer complaints for deficiency in service.
Feel free to contact us if you wish to proceed with a legal notice draft or complaint preparation.

Regards,
Support Team
 
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