First Uber Eats order - delayed about 90 minutes

[bcla]

I decided to try it out. I got a first order $25 credit, but even after that there was something like a $8 in fees (including a health insurance fee and fuel surcharge) and sales taxes, plus I put in a $5 tip on top of that. Looks like the delivery fee is waived too.

The place I ordered from is maybe a mile from me, so it would have been easy to just pick up, but the credit was only for delivery and not pickup. I ordered from a computer, so I had all the info posted there including the assigned driver and updates, where I was given an expected delivery time of 5:10 PM, but up to 5:40. Then it just kept on moving further and further. And I know it wasn't the restaurant because it's a quick service burrito place with steam trays. After it getting pushed again to about 6:20 I wasn't sure what to think as I'd made the order at about 4:45. I wasn't sure how to complain other than they made the driver's phone number available. But then I noticed that it said it was coming and it looked like a different driver was assigned. I guess the previous driver couldn't make it and they reassigned it.

But I was worried that maybe they would be cold, but they were about as warm as I'd expect if I picked them up myself and drove home. I suppose they were remade when the original driver didn't show.

Anyone know how this works? I thought that drivers had to choose to accept an order. Can they be dinged for not showing? I'm guessing that Uber has all his available and might rate drivers poorly for dropping a pickup an hour late.

 

[pens4821]

I can’t help you with your question per se, but from working in the restaurant industry I can say don’t use Uber eats. It always seems like it takes them forever to pick up orders. Sometimes over an hour after it’s been done. And no restaurant I’ve ever worked at has remade food that’s sat too long waiting to be picked up.

I’d also say don’t order at odd times. It seems like peak lunch/dinner time things get picked up quite quickly. But I can’t tell you how often I’ve seen food sit for over an hour waiting to be picked up at off times (especially early breakfast but also mid afternoon/after about 7).

 

[kdonnel]

Did you tip when placing the order?

While the tip amount is hidden by UberEats, Doordash, and the others, experienced deliver drivers can make educated guesses on the tip.

No tip or the perception of no tip means orders don’t get picked up or get cancelled.

 

[bcla]

Did you tip when placing the order?

While the tip amount is hidden by UberEats, Doordash, and the others, experienced deliver drivers can make educated guesses on the tip.

No tip or the perception of no tip means orders don’t get picked up or get cancelled.

The default tip was 18%, but I adjusted it down a bit because this was maybe a 1.5 mile drive. This was mostly a burrito shop where most customers dining in might just leave a dollar or two in the tip jar for the workers, even for an order for three, and most don't tip at all. But sure when I was getting $25 credit I wasn't going to stiff the driver.

I've only used DoorDash once (same place a couple of years ago) but I zeroed out the DoorDash tip and left cash for the driver.

So far I've only been charged for the tip and it specifically says Uber Eats. But I also have a $0.00 transaction (looks like a hold) for the fees and food (should be minus the credit) from "Uber Technologies". If I actually had to pay full price out of pocket, I'd just go there myself where I wouldn't be expected to tip heavily for a takeout order.

 

[kdonnel]

The default tip was 18%, but I adjusted it down a bit because this was maybe a 1.5 mile drive. This was mostly a burrito shop where most customers dining in might just leave a dollar or two in the tip jar for the workers, even for an order for three, and most don't tip at all. But sure when I was getting $25 credit I wasn't going to stiff the driver.

I've only used DoorDash once (same place a couple of years ago) but I zeroed out the DoorDash tip and left cash for the driver.

So far I've only been charged for the tip and it specifically says Uber Eats. But I also have a $0.00 transaction (looks like a hold) for the fees and food (should be minus the credit) from "Uber Technologies". If I actually had to pay full price out of pocket, I'd just go there myself where I wouldn't be expected to tip heavily for a takeout order.

From what I understand the tip should be based on miles and weather with a minimum. $1 a mile, $2 a mile if weather is crappy(snow, rain), and a minimum of $3.

Also know that in some instances Doordash will keep some of the tip based on the guaranteed pay for the order. For small orders with Doordash tips should be cash because of the guaranteed pay. This might apply to other delivery services but I am not sure.

Drivers also will not accept orders from certain restaurants known to not start preparing the order until they arrive. Or restaurants that require the drivers to prepare drinks as that is against health code but still required by many restaurants.

Finally Uber Eats lets the drivers rate the customers. It could be that your rating being non existent as a new customer influenced drivers in deciding to not accept the order.

 

[bcla]

From what I understand the tip should be based on miles and weather with a minimum. $1 a mile, $2 a mile if weather is crappy(snow, rain), and a minimum of $3.

Also know that in some instances Doordash will keep some of the tip based on the guaranteed pay for the order. For small orders with Doordash tips should be cash because of the guaranteed pay. This might apply to other delivery services but I am not sure.

Drivers also will not accept orders from certain restaurants known to not start preparing the order until they arrive. Or restaurants that require the drivers to prepare drinks as that is against health code but still required by many restaurants.

Finally Uber Eats lets the drivers rate the customers. It could be that your rating being non existent as a new customer influenced drivers in deciding to not accept the order.

I see how this works. However, it was literally about 80 minutes in until I finally got confirmation that another driver would be delivering. I suspect that they waited until a driver was there to handle it since it was clearly warm and wouldn't have been after over an hour.

I'm not sure I really want to do this again, and not just because it turned out like this. I might consider it if it's something I really want but far away. This was just my first time trying it out and it didn't seem to work well.

 

[kdonnel]

I'm not sure I really want to do this again, and not just because it turned out like this.

I feel the same way.

The only reason I continue to order through Uber eats is that I get a monthly credit through a credit card. If I don't use the credit for actual Uber, I make sure to place an Uber eats order to use the credit.

What I have been doing lately is doing an Uber eats pick up to use the credit. Last month I ordered a salad and drink from Zaxby's for pickup. Drove there, picked it up and ate it in the restaurant. Used all but $.07 of the monthly credit.

 

[bcla]

I feel the same way.

The only reason I continue to order through Uber eats is that I get a monthly credit through a credit card. If I don't use the credit for actual Uber, I make sure to place an Uber eats order to use the credit.

What I have been doing lately is doing an Uber eats pick up to use the credit. Last month I ordered a salad and drink from Zaxby's for pickup. Drove there, picked it up and ate it in the restaurant. Used all but $.07 of the monthly credit.

The $25 first time order credit is only for delivery and not pickup. So pickup saves on a bunch of fees? Is there even a service charge? If I'm picking up I'd rather just order directly and save them on any kind of commission they would need to pay Uber or anyone else. There's been a lot of criticisms that the restaurants take a bath on all the commissions for delivery.

 

[Colleen27]

It has gotten that way, and I'm not really sure why or if the apps are attempting to do anything to improve the service. I used to order from UberEats or DoorDash pretty often while traveling but now it just isn't worth the bother. It always takes an hour or more, no matter what the quoted time is, and that's been true on our last half-dozen attempts to use a delivery service across cities of all sizes (literally - the experience was the same in NYC as in Grand Rapids). Plus the restaurant closing times in the app aren't always accurate; twice I've had orders supposedly confirmed and waiting for pickup that then went to cancelled because the restaurant was closed to new orders.

 

[kdonnel]

So pickup saves on a bunch of fees? Is there even a service charge?

YES!

For delivery:
$11.47 The House Zalad
$1.43 Tax
$2.50 Service Fee
$0.45 Temporary Fuel Surcharge
$5.99 Delivery Fee
$4.27 Delivery person tip
$26.11 Total


Pick up:
$11.47 The House Zalad
$0.80 Tax
$12.27 Total


Pick up is $13.84 cheaper.

Delivery is 213% of the cost of pickup.

 

[bcla]

YES!

For delivery:
$11.47 The House Zalad
$1.43 Tax
$2.50 Service Fee
$0.45 Temporary Fuel Surcharge
$5.99 Delivery Fee
$4.27 Delivery person tip
$26.11 Total


Pick up:
$11.47 The House Zalad
$0.80 Tax
$12.27 Total


Pick up is $13.84 cheaper.

Delivery is 213% of the cost of pickup.

So it would make sense if I had some sort of Uber credits, but probably not if I'm just paying cash/credit. On top of that, I understand that the prices are often different and lower directly.

 

[BrianL]

YES!

For delivery:
$11.47 The House Zalad
$1.43 Tax
$2.50 Service Fee
$0.45 Temporary Fuel Surcharge
$5.99 Delivery Fee
$4.27 Delivery person tip
$26.11 Total


Pick up:
$11.47 The House Zalad
$0.80 Tax
$12.27 Total


Pick up is $13.84 cheaper.

Delivery is 213% of the cost of pickup.

This is why I don't get why these delivery apps are so popular. It's one thing to have like a big family meal delivered - things like pizza, chinese food (the traditionally delivered items) - but having a Big Mac delivered just economically doesn't work - not for me anyway!

 

[disneychick0412]

I've never used Uber Eats or Door Dash, but holy smokes! That price breakdown above! That's so crazy! Pizza delivery is normal to me but having fast food like burgers or something delivered has not been around for a super long amount of time in my area (smallish mid west town) and its just seems strange to me. I know there are some parts of the country where its a normal thing though, so no judgment. I knew it was more expensive but had no ideas all those fees were included.

 

[bcla]

I've never used Uber Eats or Door Dash, but holy smokes! That price breakdown above! That's so crazy! Pizza delivery is normal to me but having fast food like burgers or something delivered has not been around for a super long amount of time in my area (smallish mid west town) and its just seems strange to me. I know there are some parts of the country where its a normal thing though, so no judgment. I knew it was more expensive but had no ideas all those fees were included.

The first time I'd ever tried one of these, it was back around 2020 when a lot of restaurants simply weren't open - not even for takeout. They would only work through delivery services where they had no contact rules. While there was ample criticism of the fees that ate into restaurants' profits, they often had few ways to stay afloat.

 

[Colleen27]

This is why I don't get why these delivery apps are so popular. It's one thing to have like a big family meal delivered - things like pizza, chinese food (the traditionally delivered items) - but having a Big Mac delivered just economically doesn't work - not for me anyway!

For me, it is (was) a travel thing. There have been a lot of trips where we spent all day sightseeing, decided not to get dinner out so we could enjoy the hotel pool before it closed, and then ordered in rather than limit ourselves to what was within walking distance or get re-dressed to go out. So the comparison isn't what a Big Mac would cost without delivery. It is what room service would cost, if I'm in a hotel that offers it, or what an Uber/Lyft/cab to a restaurant would add to the cost of the meal. And that's what I like about the third-party services - more independent and local restaurants are available that way than offer delivery on their own, which is nice because I avoid chains as much as possible when traveling. But over the last six months or so, the wait times and service have gone downhill so that it no longer feels more convenient than going out.

 

[fla4fun]

I understand the reluctance to deliver an order without knowing whether you will receive a tip, but by the same token, as bad as the deliveries have become lately, I am reluctant to tip in advance for an order that may arrive late and cold. I don’t use the delivery apps for that reason. I stick with restaurants that deliver themselves and allow me to tip when the food is received.

 

[Colleen27]

I understand the reluctance to deliver an order without knowing whether you will receive a tip, but by the same token, as bad as the deliveries have become lately, I am reluctant to tip in advance for an order that may arrive late and cold. I don’t use the delivery apps for that reason. I stick with restaurants that deliver themselves and allow me to tip when the food is received.

Yeah, I think they'd be better off making it like their ride services, where the tip is determined after the ride is complete. But since the tip makes up almost all of the driver compensation for food deliveries, I think they'd have a hard time finding drivers if that was the case.

 

[tarheelmjfan]

I understand the reluctance to deliver an order without knowing whether you will receive a tip, but by the same token, as bad as the deliveries have become lately, I am reluctant to tip in advance for an order that may arrive late and cold. I don’t use the delivery apps for that reason. I stick with restaurants that deliver themselves and allow me to tip when the food is received.

We pre-tip 20 - 25% of the total food cost & our deliveries always arrive in a timely manner. I have no idea, if the tip has anything to do with that. Regardless, I'd much prefer to order directly from restaurants with their own delivery service, but I don't think any of our restaurants make independent deliveries anymore not even the pizza places. We live in South Florida. I'm surprised Orlando still has restaurants that deliver independently. Lucky you.

 

[unrequited23]

If your order is not ready within 10 minutes of the delivery driver arriving, the driver can cancel the delivery from being assigned to them. The restaurant could have been slammed and it would not have made financial sense to stand around for 10-30 mins to deliver your order vs picking up other orders. If the restaurant you are ordering from is known to be slow, doesn't have easy parking (in an area with street or metered parking), or is not in an area with a lot of other restaurants your order is less likely to be accepted for delivery or it could be reassigned several times.

 

[bcla]

If your order is not ready within 10 minutes of the delivery driver arriving, the driver can cancel the delivery from being assigned to them. The restaurant could have been slammed and it would not have made financial sense to stand around for 10-30 mins to deliver your order vs picking up other orders. If the restaurant you are ordering from is known to be slow, doesn't have easy parking (in an area with street or metered parking), or is not in an area with a lot of other restaurants your order is less likely to be accepted for delivery or it could be reassigned several times.

Unlikely for any of those. Like I said, mostly a burrito shop although they also make tacos and the like using steam trays. Free street parking, although it’s diagonal along the main drag but parallel along the residential areas. And this street is almost wall to wall restaurants (more like every other business) for two miles. And it’s in close proximity to rather affluent areas with good tippers. So it made no sense that it was taking that long.