According to data from the platform aimed at consumers, between January and December 2022, 1,788 complaints related to these services were reported, an "increase of around 57%, compared to the same period of 2019", a pre-pandemic year, in which they were 1,142 complaints were registered.
The analysis carried out showed that the main reasons for consumer complaints are: delays or errors in the delivery of orders at home, generating 710 complaints (40%); problems with reimbursement collecting 682 complaints (38%) and the third reason refers to the poor service provided by the brand, absorbing a slice of 364 complaints (20%)", explained this platform, in a statement.
This year, between January 1st and 30th, this platform has already received 192 complaints directed at-home delivery services.
Portal da Queixa also underlined that, according to the indicators, Uber Eats is "also the brand that most solves the problems that are reported to it", with a 99.7% 'response rate', an 'average response' of 97.6% and a 'satisfaction index' (IS) evaluated in the last twelve months at "Good" by obtaining 62.1 points (out of 100).
"Opposite performance registers Glovo, with low-performance indicators: 10.1% 'response rate', 'average response time' of 3.9% and with a 'satisfaction index' "Unsatisfactory" scored at 13.2/ 100. Bolt Food is also a brand that registers low levels, obtaining an IS "Unsatisfactory", evaluated at 18.5/100", he added.