Home meal delivery services have seen a significant rise in the number of complaints, reveals the Complaint Portal this Wednesday, highlighting Uber Eats and Glovo as the companies most targeted for consumer complaints.
Uber Eats was the company that verified the highest volume of complaints, gathering 77% of the total complaints, against Glovo's 21%.
Among the main complaints, the Complaint Portal shows late delivery, refund requests and missing products as the reasons that most generate complaints at the entity. In the year as a whole, consumers generated a total of 3.314 complaints against these services, an increase of 190% compared to the period from 1 January to 31 December 2019, in which 1.144 complaints were observed.
According to the organization, March was the month in which there was the greatest growth variation compared to 2019, with a rate of 617%, since it was the month in which the state of emergency was declared. In turn, April was the month that gathered the most complaints, obtaining 392 complaints, followed by 393 in November and 488 in December.
With confinement and closed-door restaurants only allowed to operate on a take-away and home delivery basis, Portal da Queixa predicts that the Portuguese dissatisfaction will worsen based on the reasons previously described but also due to the growing decrease in response and quality of the service provided.
“The real problem with the quality of service of these companies is not related to commission rates, but to the problems that are reported by consumers. Once again, government officials reacted to potential economic problems and were not proactive in solving the problems on the consumer side and thereby boosting the economy of scale ”, highlights Pedro Lourenço, CEO and founder of Portal da Queixa.