South Africans are voicing their frustrations over Uber Eats delivery drivers allegedly ‘stealing’ meals after a recent video went viral on social media platform X.
The post, dated 19 June 2024, showed security footage of a driver taking an order after a failed delivery attempt in a residential complex. Many users shared similar experiences, leading to widespread support for the original poster.
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However, Uber’s official delivery protocol reveals a different story. According to the company, their policy follows a ‘you snooze, you lose’ approach, instructing users to discard the order if the customer remains unresponsive.
Having previously covered the incident, an Uber Eats delivery driver (referred to as Driver M to protect their identity) reached out to MyBroadband to clarify users’ misunderstandings of this policy, specifically the eight-minute delivery timer.
According to Driver M, the timer starts when a driver arrives at the given address and attempts to contact the customer twice through the app and once by phone. If the customer remains unreachable, Uber will also attempt to call them after three minutes.
Uber’s standard operating procedure, detailed in a blog post from 7 June 2023, states that drivers must follow these steps to receive payment for the order. The timer, which lasts eight minutes, allows the customer a final chance to collect their food before the driver is permitted to leave.
Driver M noted that Uber deactivates drivers who do not take the required steps before leaving. He also added that delivery drivers prefer Uber Eats over competitors like Mr D who require a 30-minute waiting period from drivers, as Uber Eats respects their time, given they are paid per order rather than a fixed salary.
Once the driver and Uber have exhausted all contact methods, the customer receives a message with two options: cancel the order or have it left outside. If the customer remains unresponsive, drivers are paid regardless.
In light of the context provided by Driver M, MyBroadband reached out to Uber Eats for further clarification but received no response at the time of publication.
Uber’s blog, however, also outlines procedures for its Uber Direct service, which includes returning orders to specific restaurants, including Zulzi, Avo or Pedros, or discarding them if they are from KFC.
Alcohol orders must be returned for drivers to be paid under these circumstances.
According to the publication, Uber Eats drivers in other countries have shared similar experiences, often having to contact support before discarding unclaimed orders. A Reddit user recounted a situation where they were instructed to dispose of an order after repeated attempts to contact the customer.
Driver M also emphasised that drivers believe that customers who have satisfactory experiences with Uber Eats are typically those who meet the driver on time, highlighting the importance of respecting the driver’s schedule.
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Picture: Uber Eats / Facebook
