Kerbside Delivery

At UberEATS, we’re committed to supporting our partners by providing you with the feedback needed to improve your 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.

Kerbside Quality Complaint

What Does A Kerbside Quality Complaint Mean?

A consumer 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. Consumers expect door-to-door delivery when ordering items with UberEATS unless they state otherwise 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 consumer, advising them of the challenge (e.g. parking, door security, etc.) and politely asking if they can meet you and collect the items.

How Can I Improve?

The best way to avoid a ‘Kerbside Quality Complaint’ is to always refer to the delivery instructions in your partner application. Consumers can request delivery either door-to-door or can select to meet you outside. Where it is not possible to deliver door-to-door, our highest-rated delivery partners give the consumer a friendly call to advise them of the trouble and politely ask the consumer to meet you and collect the items.

What’s Next?

By sharing this quality feedback, we hope that we’ve helped you to understand the expectations our consumers have for our delivery partners.

If you continue to receive negative feedback from consumers or restaurant partners, your account will be reviewed and you may lose access to the platform.

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. The primary purpose of this message is to share constructive feedback with you to help you improve.