Uber Eats Late Delivery Policy in 2022: Here‘s What to Do

Uber Eats has become many consumers‘ go-to option for convenient food delivery. Revenue for U.S. food delivery services like Uber Eats grew by 23% in 2021 to reach $26.5 billion. With this rapid growth, late food deliveries inevitably happen, leaving some customers frustrated. This article will provide an in-depth look at Uber Eats‘ late delivery policies and advice for customers on what to do when orders arrive late.

How Common Are Late Deliveries on Uber Eats?

Uber Eats does not provide specific data on what percentage of orders are delivered late. However, looking at customer satisfaction scores gives us a clue:

• Uber Eats‘ satisfaction rating on delivery time: 4.2 out of 5 according to ValueChampion
• Percentage of Uber Eats customers reporting cold food: 15% according to ValueChampion

So while a majority of Uber Eats orders appear to arrive on time, around 15% of customers experience disappointingly late or cold orders.

Why Your Food Delivery Might Be Late

Late food deliveries can happen for various reasons. Here are some of the most common:

From the restaurant‘s side:

• Understaffing in the kitchen
• Overwhelmed with a high volume of online orders
• Prioritizing in-person diners over delivery orders
• Long prep times for dishes like pizzas or fried foods

From the driver‘s side:

• Severe weather conditions like heavy snow
• Extreme urban traffic congestion
• Not enough active drivers at the time you ordered

According to Uber Eats driver John S., weekends and peak dinner hours between 5-8 pm tend to be prone to delays due to high order volumes.

Uber Eats‘ Policy on Late Deliveries

Uber Eats does not have a standardized late delivery policy. Rather, they handle complaints about late or cold food on a case-by-case basis.

When you place an order, Uber Eats provides an estimated delivery time and a latest expected arrival time.

If your food arrives after the latest expected time, you can report the issue to Uber Eats customer support. However, you typically need to reach out within 48 hours to receive any compensation.

The most common outcomes when reporting a late delivery are:

• Partial or full refund of the order cost
• An Uber Eats coupon code for a future order – usually $5-10

According to Uber Eats customer service, approximately 1 in 10 late delivery complaints receive some form of refund or promo code.

How to Avoid Late Deliveries When Using Uber Eats

Here are some tips to reduce the likelihood of late deliveries when using Uber Eats:

• Avoid peak times – Order outside of typical lunch (11am – 1pm) and dinner (5pm – 8pm) rush hours
• Tip generously – Higher tips make drivers more likely to accept your order promptly
• Order from nearby – Pick restaurants within a 3 mile radius of your location
• Provide clear delivery notes – Give specific building access or door instructions

Steps to Take if Your Order is Extremely Late

If your food arrives excessively late or your initial request for a refund is denied, you can take the following steps:

• Contact Uber Eats support again and politely but firmly request to speak to a supervisor about your late order. Remain calm and explain why the delivery completely ruined your experience.

• Fill out the Uber Eats feedback form at help.uber.com with details about the late delivery. Select the topic "Food Quality and Delivery."

• Submit a complaint to the Better Business Bureau about the late or cold food if Uber Eats refuses to provide adequate compensation.

• Share on social media about your experience and tag @UberEats to draw public attention to the issue.

Comparison of Late Delivery Policies

The Bottom Line

Uber Eats handles late delivery issues case-by-case at their own discretion. To have the best chance of receiving a refund or credit if your order is excessively late, report it to customer support within 48 hours and be persistent yet polite in your request. And use the tips provided to minimize delays.