- Uber Eats revenue increased significantly due to the Coronavirus pandemic.
- There is an administrative fee for each order.
- Uber Eats does not have live customer service.
On Monday, the new coronavirus lockdown started here in Simcoe County, Ontario. The traditional March break from school has been moved to April as well. Hence, dining out is not an option. Takeout and food delivery essentially is the only way to have a meal from a restaurant.
This allowed platforms like Uber Eats to have a large increase in users and revenue. In fact, food delivery expected to grow in 2021. Uber Eats is one of the most popular food delivery services in North America.
Uber Eats Statistics:
- The platform generated $4.8 billion in revenue in 2020. This is a 152% increase year-on-year.
- According to the data submitted, Uber Eats’ gross bookings were over $30 billion.
- There over 66 million customers that subscribe to the service.
- Uber Eats has 29% global market share in the food delivery market around the world.
- The platform works with some 600,000 restaurants.
Uber Eats marketing emails always offer discounts for new users and there is an option to try a one-month free subscription with no delivery fees on orders over $15. I decided to try the service after receiving an offer of $10 off of any order over $20 and one month free subscription with zero delivery fees.
It should be noted that Uber Eats charges a delivery fee and they fluctuate based on the restaurant. In addition, there is also an administrative fee for each order, which ads up at least another $4-5. Also, a tip is encouraged for the Uber driver. On average, Uber drivers make close to $12 per hour.
I downloaded the app and registered. There are options of different restaurants and cuisines. I opted for the Asian style of food, and applied the promo code to get $10 off, and the delivery fee was waived. However, I still had to pay the administrative fee of $3.95.
The app time frame for delivery of my order was 50 minutes. After 56 minutes, my order arrived, even though I opted to meet the driver at the door. Yet, those instructions were not followed. My food ended up left on the floor outside my door.
What concerned me was that my drink already had a straw in it without any protective covering. I threw out the straw, as I found it to be unhygienic.
When I opened my order, it was not what I ordered. I placed an order for rice noodles lo mein, and instead I got vegetables with steamed rice.
I went back to the app and chose to contact customer service via the chat option and submitted an image of the wrong order. I am not sure if the chat responses were from the bot or an actual person.
There was no resolution and I was told that it is outside of the authority of the customer service chat option. I had to leave my information and I was told another department would have to contact me in the next 48 hours. It means that my order would not be replaced, as in 48 hours it would be too late.
Overall, Uber Eats is a billon-dollar revenue enterprise. There are no live agents to address the issues with an order. It made me very uncomfortable when a customer has an issue with an order that it can not be addressed in real time.
Why charge an admin fee when the service can not facilitate issues with orders? I would not recommend ordering from Uber Eats, period.