JustEat – Courier 4+

The app has generally improved since I started with JustEat 2 years and 3000 deliveries ago! But the main two problems still exist i.e. couriers cheating the run allocation system and the automatic reimbursement pay.

Tracking suspicious shift grabber activity is a great idea, but it’s not really making much of difference yet. Maybe it’s time to scrap shift allocation and allow free login? The 50p bonus could be applied to times of low drivers or high delivery demand. I certainly think it would at least be worth trialling in a few areas to see if helps.

The reimbursement system has improved massively, so I rarely have issues, but when I do it’s very frustrating. There needs to be a complete change of mindset. The support staff seem to have been trained to assume that a delay is most likely down to a courier cheating rather than a pickup being delayed. I’m not suggesting that some couriers don’t cheat, but we’re all being treated as cheats when delays are, by a HUGE margin, caused by orders not being ready.

Like many other reviews here, and I’ve fed this back, when a run is due to finish (say at 3pm) and another run start at 3pm, you don’t get any orders from about 2.30pm. I’ve fed this back but they don’t listen.
Also, there should be an option to receive tips through the app, as most people don’t have loose change at the moment and also want to minimise interactions, due to COVID.
If you refuse a delivery, your acceptance rate should not be affected. It could be because that restaurant is notoriously slow, but your future deliveries shouldn’t be affected.
Any payments for delays at restaurants do not always come through. I’ve been told it’s automatic, but it doesn’t work. I’ve had many delays at McDonald’s and I’ve rarely had a delay payment.
So there are quite a few things to adjust and fix.

Many things I can overcome that are not okay with the app, but NOT the completely unhelpful, incompetent and quite frankly - plain stupid support team. It happens ever so often that waiting at a Mcdonalds does not pay delay reimbursements to the driver, this is when I personally attempt to contact the support team by telling them I have actually updated my status not even close to the restaurant but INSIDE it and every time I get the same pre-written response, that the systems calculates automatically and no one bothers to actually check or do something. Many times I’ve asked what is the system that they’re using to track the drivers and why it’s off, never do I receive an adequate response. When I want escalation they send me a longer, again automated response and redirect me to Their courier e-mail support. I wrote a very detailed email, explaining how unhelpful their live support is and asking the same questions about delay and low and behold I receive an automated response of when And how I should update my status....

Appalling support team, just appalling.