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 Uber platform which is why we share any quality related feedback with you.
What does a Kerbside Quality Complaint mean?
A recipient 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 by delivering door to door. Recipients do expect door to door delivery from partners when ordering items with Uber and the base fare is designed to include an adequate amount of time to deliver to the door.
We understand that sometimes it isn't possible to go to the door, in which case a friendly call to the recipient, advising them of the challenge (parking, door security or whatever the case might be) and politely asking if they can collect the items.
How can I improve?
The best way to avoid a ‘Kerbside Quality Complaint’ is to deliver door to door whenever possible. Where not possible be sure to give the recipient a friendly call to advise them of the trouble and ask politely for them to collect the items.
By sharing this quality feedback we hope that we've helped you to understand the expectations our merchant partners have for our delivery partners.
If you continue to receive negative feedback from recipients or merchants 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.