At Uber, we’re committed to supporting our partners by providing them the feedback needed to improve their delivery ratings. We want to enable you to deliver a high quality of service through the UberEATs platform which is why we share any quality related feedback with you.
What does a Quality Complaint mean?
A restaurant let us know that their experience wasn’t up to their expectations or professional standards during a recent delivery, they felt as though their experience could have been more enjoyable. Restaurants do expect delivery partners to display an Uber-level of professionalism.
Restaurants tend to have the most enjoyable experience and rate a trip thumbs up when the driver displays a positive attitude, so we do monitor this complaint closely for all our partners.
Waiting at restaurants
We understand it can be frustrating to wait for food that is not ready when you arrive at the restaurant. The base fare for UberEATs is designed to include a short wait time at the restaurant and at the eater, this is why it is higher than the UberX base fare.
If you find yourself waiting for a prolonged period of time, be sure to submit a support ticket and we’ll get in touch with you and the restaurant to resolve the issue.
How can I improve?
The best way to avoid a ‘Quality Complaint’ is be polite and friendly to restaurants even when waiting for your food, present yourself with the highest level of professionalism. We understand that everyone has a bad day, but while waiting in a restaurant or when interacting with a restaurant, always strive to provide a 5 star experience!
By sharing this quality feedback we hope that we've helped you to understand the expectations our restaurant partners have our delivery partners.
If you continue to receive negative feedback from eaters or restaurants your account will be reviewed and may be deactivated.
Note: We expect some negative feedback over time for all our partners as this is the nature of the business! If you believe you received this complaint unfairly, please don’t worry, we’ll only take action if we see a pattern of undesirable behaviour. Again, the purpose of this message is to provide you constructive feedback to help you improve.