Uber Eats Food Delivery Complaints and Refunds in Colombia

Colombian consumers facing Uber Eats delivery problems, such as late arrivals, missing items, or incorrect orders, can first contact Uber Eats customer support for resolution under the company's merchant policies on order errors. These policies address issues like missing or incorrect orders and late deliveries, though they apply primarily from a merchant perspective and do not set consumer rights. For unresolved matters, file a queja or reclamo with the Superintendencia de Industria y Comercio (SIC) via its official PQRSD process, which covers services like domicilios through apps.

SIC guidelines apply to distance sales and services, including food delivery apps, and the agency has handled complaints against Uber Eats and similar platforms for order fulfillment failures.

What Controls Uber Eats Delivery Complaints in Colombia

Uber Eats merchant policies outline adjustments for order errors, including missing items, incorrect orders, and late deliveries exceeding certain thresholds. These are managed through merchant tools and require evidence like photos, but they represent company practices separate from consumer rights under SIC guidelines.

SIC consumer protection guidelines govern reclamos and quejas for services like food domicilios. Colombian consumers can submit petitions through the official PQRSD channel for issues such as incumplimiento de pedidos in distance sales.

What Does Not Control Your Uber Eats Complaint

Merchant-facing details, such as reporting windows for order errors, do not set consumer deadlines or rights in Colombia. Credit card chargebacks, bank disputes, or regulations from the US or EU do not apply to Uber Eats transactions in Colombia. Company policy adjustments differ from rights under SIC guidelines.

Steps to File a Complaint for Uber Eats Delivery Issues

Contact Uber Eats customer support first to report the delivery problem and request resolution under their merchant order error policies.

For escalation, use the SIC Formulario de PQRSF, available Monday to Friday from 8:00 a.m. to 4:30 p.m. Select queja or reclamo for service issues like late or missing domicilios, providing order details and evidence. SIC has processed such claims against food delivery apps.

FAQ

How do I file a PQRSD complaint with SIC for an Uber Eats late delivery?

Submit via the official SIC Formulario de PQRSF online, Monday to Friday 8:00 a.m. to 4:30 p.m., detailing the order issue.

What order issues qualify under Uber Eats merchant error policies?

Policies cover missing items, incorrect orders, and late deliveries, with adjustments handled via merchant processes.

Can I get a refund directly from Uber Eats for a missing order in Colombia?

Contact Uber Eats support to request resolution under their merchant order error policies; outcomes depend on company review.

What is the difference between contacting Uber Eats support and filing with SIC?

Uber support follows company merchant policies; SIC handles consumer protection reclamos for service failures.

Does SIC have experience with complaints against Uber Eats or similar apps?

SIC has received and processed quejas for incumplimiento de pedidos against domicilios apps like Uber Eats.

Are there specific deadlines for reporting Uber Eats delivery problems?

No consumer-facing deadlines are specified in Uber Eats policies or SIC PQRSD guidelines.

Next steps: Gather order details and evidence, then contact Uber Eats support. If needed, file with SIC via the PQRSD formulario.