The number of complaints related to home delivery services increased by 57% from 2019 to 2022, primarily due to issues such as delivery delays, mistakes in shipments, and reimbursement difficulties, as reported by Portal da Queixa.
The consumer-focused platform reported that from January to December 2022, there were 1,788 complaints regarding home delivery meal services, a 57% increase compared to the 1,142 complaints recorded in the same period of 2019, prior to the pandemic.
The analysis found that the primary reasons for consumer complaints were: delivery delays or errors, accounting for 40% (710 complaints); reimbursement issues, accounting for 38% (682 complaints); and poor service from the brand, accounting for 20% (364 complaints), according to the platform’s statement.
In the first month of this year, January 1st to 30th, the platform has already received 192 complaints regarding home delivery services.
Of the entities with the highest number of complaints, Uber Eats received the most with 1,000 complaints in 2022, followed by Glovo with 541 and Bolt Food with 176.
Portal da Queixa also highlighted that Uber Eats is not only the brand with the most complaints, but it is also the brand that resolves the most issues, with a 99.7% response rate, an average response rate of 97.6%, and a satisfaction index evaluated at 62.1 points (out of 100) with a rating of “Good” over the last 12 months.
In contrast, Glovo had poor performance indicators with a 10.1% response rate, an average response time of 3.9%, and a satisfaction index rated “Unsatisfactory” at 13.2 out of 100. Bolt Food also showed low results, with a satisfaction index rated “Unsatisfactory” at 18.5 out of 100.
