Does anyone else notice a severe decline in Uber's quality?

Dec 9, 2018 25 Comments

Over the last year, my experience using both Uber and Uber Eats has gone down significantly. Cars are older and dirtier than they used to be. Uber Eats orders arrive almost always in a different car than the app says and with different drivers. The Uber Eats orders are more often wrong than not. And to top it all off, Customer Service is even less responsive than it used to be and gives mostly cookie cutter responses and is clearly just trying to say no to any complaint.

Does anyone else notice this? Am I just a spoiled brat? Is this company really ready to IPO at 100B?

TC ~200k

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TOP 25 Comments
  • Gusto Bnbnb
    I haven’t noticed this. My Uber Eats experiences are definitely best-in-class
    Dec 9, 2018 5
    • OP
      What city? My experience is mostly in Atlanta and near Stamford Connecticut
      Dec 9, 2018
    • Google / Eng Klaymen
      How often does Uber Eats actually deliver to your door in an apartment? Door Dash refuses to.
      Dec 9, 2018
    • OP
      This might be part of the reason why I don't like the service as much. I can't have it delivered to my door since my apartment complex is annoying about delivery drivers coming in. Ends up being the same as any other delivery method, just slightly faster and more transparent.
      Dec 9, 2018
    • Capital One / Eng dumpster🔥
      DC area is pretty solid from my experience
      Dec 9, 2018
    • Gusto Bnbnb
      SF. And I’ve never lived in an apartment.
      Dec 9, 2018
  • Flagged by the community.

    • Adobe / Eng ed!
      What's with the race? Do u want a suave european instead?
      Dec 9, 2018
    • OP
      Yeah comment started out fine and then went south pretty quick... Blind does have an issue with this
      Dec 9, 2018
    • Gusto Bnbnb
      Southeast Asians are great
      Dec 9, 2018
  • Expedia Salute
    They done fucked up the UI. It’s gotten cumbersome and fuckall hard to figure out drunk, which was the whole reason why a lot of people used it in the first place
    Dec 9, 2018 0
  • Visa BVKQ36
    I order often, never had an issue with my order. Sometimes, they are late but they then Uber waives off the delivery fee.
    Dec 9, 2018 0
  • OpenTable Meliodas
    Yes, Uber has gone down hill ever since they got away from a black car focus.
    Dec 9, 2018 0
  • Uber gatopan
    Uber and Lyft , share the same pool of riders , I’m sorry to hear you had bad experience with that but in reality it does happens

    As for eats , if the order is wrong , that’s up to the restaurant , and costumer service should Help you unless you were somehow abusing the system

    On the delivery side, there is definitely a focus into stopping that from happening

    And as you see a lot of this complains are really from third parties is hard to control, if restaurants get lazy and give a shitty service, we get the bad rep , if the bike driver is actually using his car , we get the bad rep

    Again , all of this complains are in the ears of the company and we’re definitely working in solving them
    Dec 11, 2018 2
    • OP
      Sure, you share the same pool of riders. So? Does that excuse a decline in your standards of service?

      You guys push restaurants to get on the service, perhaps restaurants that shouldn't be there or aren't ready to be there. I get that to grow and stay relevant you need more restaurants in the app. Totally reasonable, but shitty quality and service is your fault. As soon as you get their name on the app, it's your business to handle the transaction and underwrite the quality of it.

      Implying that I'm abusing the system just because you're penny-pinching on your customer service department and the level of attention has come down is kind of a weak response.

      I like the company's idea and the services. They've gotten worse recently, not better. Excuses won't fix it. I'm glad you're working at it over there, but you need to be more customer obsessed. Your value is in handling the transactions between riders and drivers and restaurants and users well. That's what commands a fee in the end. If that's your whole business, you better do it right.
      Dec 11, 2018
    • Uber gatopan
      I’m not implying anything , I’m talking in a general sense , not related with you at all

      Same with the shared pool of drivers, I’m not saying that makes it better , is just to address the whole “lyft is better” response , where as this happened to you, at Uber now, it can happen in lyft too

      Finally. You’re assuming how eats work and why it turned out in bad experiences and it’s plain wrong . I’m not here to attack you . I work close to the people who are working pretty hard in solving this issues , I wanted to give you an informed answer but if you just wanna attack there’s not much I can say to you 🤷‍♂️
      Dec 11, 2018
  • Facebook public2
    When you drop the payout 30% driver quality will drop. Ubers gotta make money now.
    Dec 9, 2018 2
    • OP
      That's fair. I think they used to have good customer service response before though. If something happened, they took care of it. Not so much anymore. They can squeeze margins all they want, but they're alienating their loyal customer base through low quality of service even though they're trying to entice us with the rewards program
      Dec 9, 2018
    • Facebook public2
      Customer's are loyal the just want the cheapest/fastest ride. Lyft was smart to start the reward program to add some loyalty but Uber's value imho will be in other things, not a human rideshare business.
      Dec 9, 2018
  • Cisco / Sales gmk
    Uber sucks!
    Dec 9, 2018 0
  • Lyft Njjj
    Why not try Lyft? Or you feel Lyft has similar problems?
    Dec 9, 2018 1
    • OP
      I used Lyft a lot before but switched and had found Uber better. I'm switching back probably. Uber Eats is better than the other delivery options despite its problems though
      Dec 9, 2018
  • Microsoft Touched
    Uber is the worst delivery service for sure. Food is normally wrong, delivery is by somebody who smoked on the way over in a $1000 car.

    For a ride, it’s not great, but Lyft hasn’t been super either.

    Race isn’t an issue, but non-English speakers is a huge issue when trying to interact with your driver.

    Customer service is non existent.
    Dec 9, 2018 0
  • New king06
    I have. It's quite disappointing really.
    Dec 9, 2018 0
  • Visa BVKQ36
    Getting older cars and some cars that smell inside for Uber. Uber Eats, no problem as long as my food is right, hot and on time.
    Dec 9, 2018 0

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