Zero stars... please read before using uber!

Better yet, stay away! I almost never write reviews but today I had to make an exception.

Im currently traveling in Vietnam and recently booked a ride through uber. The pickup ETA was 5 minutes. I monitored the driver who accepted the booking to see his progress and realized he was heading away from my location. I waited 15 minutes before canceling the ride. At the time I canceled, the ETA was 15 minutes and increasing. Waiting a total of 30 minutes... probably more, for a ride with an original ETA of 5 minutes was unacceptable. It should be noted that I was with my 2-year-old son waiting in poring rain. I rebooked and got another ride in less than 5 minutes.

This was not the reason for the zero star rating... the reason was that afterwards, I was charged a cancellation fee. I refused to pay and explained why. Customer service did not even read or acknowledge my reasons for canceling. They just told me that canceling after 5 minutes you will be charged a fee. They didnt care that it was their fault that I canceled. They didnt care that I had to wait for a ride that may take forever to show up. Its because of this that I will never use uber again.

Their policy is that once you book a ride, you have 5 minutes to cancel without any fees. After 5 minutes, you will be charged. They dont care the reason. You are expected to wait for your ride. Even if it takes forever to get there.

I did not change my mind... I just couldnt wait 30 minutes or more for a ride that was supposed to be there in 5 so I booked another one.

A service like this among other things should be reliable and on time. I can understand once in awhile with a new driver, it may not go smoothly but to penalize the customer is wrong.

phanh11 about Uber, v3.247.2