Elephantastic, a trendy pizza restaurant in South London, is urging customers to use Deliveroo instead of UberEATS.
The restaurant, situated in Elephant & Castle, shared an update on its Facebook page that contained an email sent to UberEATS on Wednesday to complain about the company’s deliveries.
Before publishing the email in full, the Elephantastic employee called “Kyle” writes: “If you have the chance use deliveroo, they’re better or even better still, come to the restaurant and get ’em fresh from the oven.”
In the email, Kyle tells UberEATS: “Pizzas have been delivered cold, squashed and on one occasion upside down!”
A lack of knowledge of the English language and no delivery bags are also commonplace among UberEATS delivery drivers, according to Kyle.
UberEATS and Deliveroo have have been going head-to-head in London ever since UberEATS launched in the capital back in July. On the surface there’s relatively little between them and this is one of the first notable instances of a restaurant coming and saying it prefers one company over the other.
UberEATS did not immediately respond to Business Insider’s request for comment.
Here is the full email:
I need to take the time to let you know about the problems we are having with your service.
We have had more complaints in the last three months since we started using you than we have had in the 18 months, previously!
Pizzas have been delivered cold, squashed and on one occasion upside down!
Some of the drivers seem to have little command of English and arrive without the bags to carry the food correctly.
The couriers have to be constantly reminded to handle the food carefully and most importantly KEEP THEM FLAT, IT’S A PIZZA!!!!
Also, delivering Pizzas in a backpack which is at a 45 degree angle when the courier is cycling? You need to keep our Pizzas flat!
Your pick up times are often wildly inaccurate
The customers nearly always calls us to complain which is frustrating as we ensure the product leaves us in perfect condition.
Your call centres in the Philippines are often busy and being placed on hold for ten minutes during a busy service is no good to us when we have customers to serve.
We are tired and frustrated by your service letting our customers down.
We are tired to read and reply to poor reviews on social media due to your poor deliveries.
Overall, we believe the service is very poor. We also use deliveroo, and although they are not perfect, their service is far superior to yours and we would recommend customers to use them instead.
Going forward, we would like only motorcycle/scooter couriers with a fixed box to deliver our food. Bicycle couriers, we feel are not suited to Pizza delivery.
I look forward to your reply.
Kyle @ EP”