I arrived to pick up an Uber Eats order, and a staff member (possibly the manager/owner) was extremely rude. He greeted me with 'What are you here for?' (or something to that effect) and then condescendingly asked if I had a bag, giving me a dirty look. When I said it was in my car, he walked away, then returned to sarcastically ask if I planned to get it. As he handed me the order, he lectured me about keeping food hot, despite my car being just outside the door. I've completed thousands of deliveries, and this was one of the worst interactions I've had. Throughout the interaction, the employee's tone implied I was inexperienced. Therefore, I calmly mentioned my extensive delivery experience (over 6,500 deliveries) to provide reassurance, not to be confrontational.
I understand that you're a business newly venturing into delivery, and you value the quality of your food. However, I want to explain why I believe the employee (or manager or owner) acted inappropriately.
- HIS DEMEANOR WAS UNPROFESSIONAL: From our initial interaction, he was rude and condescending.
- HIS QUESTION WAS MISLEADING: The employee asked (in a rude tone) if I had a bag, which is not the same as asking me to bring it inside. I do have bags (four - and certified with Uber), but that doesn't obligate me to bring them into the restaurant. I would have been happy to bring a bag inside. But that is not what was asked.
- HIS EXPECTATION REGARDING BAGS WAS UNREASONABLE: Drivers are not required to bring bags inside restaurants, and at most restaurants, bags aren't required at all. There are several reasons a driver might not bring a bag in. Restaurants use various sized bags, and not all fit within standard hot/cold delivery bags. Pizza boxes are a common exception. Unless it's raining, it's often more efficient for drivers to transport the food to their vehicle and place it in the appropriate bag, rather than risk bringing multiple bags inside that may not be suitable.
- HIS CONCERN ABOUT FOOD TEMPERATURE WAS EXAGGERATED: The time between my car and the restaurant when he handed me the food was likely only 10-15 seconds. His concern about the food cooling in that short time was a significant overreaction.
- THE FOOD PACKAGING WAS INADEQUATE: If maintaining food temperature is a genuine concern, you should improve your packaging. My order that was handed to me was in an overfilled brown paper bag with a plastic bag layered on top for insulation. Using two separate bags and stapling them closed would provide better insulation. Furthermore, driver arrival times vary. If you're truly focused on keeping food warm or cold for delivery, investing in heating lamps, or heated shelves would be a more effective solution. Burgerville, for example, uses heating lamps. Cold items could be kept in a refrigerator or freezer until the driver arrives.
- SHARED CONCERN FOR FOOD TEMPERATURE: Drivers share your concern about food temperature, as we are often unfairly blamed for issues stemming from the restaurant's packaging and procedures. These issues can negatively impact our ratings and tips. The assumption that I/we are indifferent is incorrect. read more