Verified: March 3, 2026 05:46 pm ET
Industry: Food Delivery Services
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Postmates staff will never ask for your account password, PIN, or multi-factor authentication codes.
Level 1: Customer Support (Initial Complaint)
-
How to complain: Postmates intentionally pushes standard consumers to the in-app Help menu to encourage automated resolution. Open the Postmates app, select your profile/account icon, and tap “Help.” If you are a consumer desperate to bypass the chatbot and reach a live human, you can use the merchant support line (though you will have to navigate a restaurant-focused menu):
-
Uber Delivery Network Support (US): 1-833-275-3287 (1-833-ASK-EATS)
-
Postmates/Uber Merchant Email (For Store Owners): merchants@uber.com
-
Source Verification Note: Postmates Help Center (Postmates hides consumer phone numbers online to prioritize chat; the 833 number is officially for merchants but remains a functional bypass route).
-
Availability: In-app ticket support and the delivery network phone lines are available 24/7.
-
Timeline: Postmates aims to resolve standard missing item or delivery disputes immediately over chat or the phone. Complex investigations (e.g., driver misconduct or fraud claims) require a specialized team review and generally take 24 to 72 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
-
Who to contact: If standard support is unsuccessful, the Terms of Service dictate you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their parent company’s corporate headquarters: Uber Technologies, Inc., Attn: Legal Department, 1725 3rd Street, San Francisco, CA 94158.
-
Source Verification: Uber Terms of Use (Dispute Resolution)
-
Timeline: Once received, Uber’s legal and executive customer relations teams have a standard informal resolution window to investigate and attempt to resolve the dispute before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
-
Authority: Federal Trade Commission (FTC) and your State Attorney General.
-
Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
-
Source Verification: FTC Consumer Protection
-
Timeline: You can file a complaint at any time after attempting to resolve the issue directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Terms of Service. Postmates strictly enforces a Mandatory Binding Arbitration clause, a Class Action Waiver, and a Delegation Clause for all U.S. consumer disputes.
- Court/Arbitration: If the informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit (if the claim qualifies). If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) or JAMS as mandated by your user agreement.
- Source Verification: Uber Terms of Use (Arbitration Agreement)
Community Action: Is Postmates still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!