‘We’re simply trying to do our jobs,’ Toronto pizzeria is putting Uber drivers on blast for one-star reviews – NOW Toronto

A Toronto pizza restaurant claims Uber Eats drivers are leaving one-star reviews on Google after being denied service for not bringing delivery bags. 

Located in Leslieville, Descendant Detroit Style Pizza is known for Motor City–inspired pies with thick Sicilian crusts served with its signature red sauce. 

In a since-deleted Instagram post, the restaurant set the record straight when it comes to some of its negative one-star reviews, saying the comments are from delivery drivers who were difficult to work with. 

“I want to bring to your attention an issue we’re currently facing. A group of Uber drivers has been leaving one-star reviews for businesses because we do not provide food without a proper delivery bag,” the statement read. 

“Recently, we received three one-star reviews from this group, and they are presenting themselves as regular customers. We believe that Google and Uber need to take action against this practice, as it is negatively impacting many small businesses. Thank you for understanding and support,” it continued. 

One of the negative comments called the restaurant’s staff “extremely rude” because they witnessed a waitress allegedly disrespecting a delivery driver. 

“…I felt really bad for him because at the end of the day these delivery people are serving the community and helping the stores do business. This is very bad for our community and has a bad impact on us. I hope the owners take this into account! Because delivery drivers are also humans,” the comment read. 

In response, the pizzeria put the user on blast.

“You delivery drivers are unbelievable. You deliver for a living and come in without a delivery bag. We do not give pizza without a bag, and then you give us a 1 star review and play the victim. This is getting old and it’s affecting small businesses,” the restaurant said. 

Descendent Pizza Owner Sotirios Tzakis confirmed that some drivers have been showing up unprepared when picking up pizza boxes for delivery and as a result, they are forced to deny their service.

“Customers expect their food to arrive hot and fresh, but that isn’t always the case. During the summer months, we tend to be more lenient in allowing drivers to take pizzas without proper bags, but this changes in the winter. Food cools down quickly during Canadian winters without a delivery bag,” he said to Now Toronto on Tuesday. 

“When we deny drivers without bags, their response often results in a one-star review. Is that fair? We are simply trying to do our jobs and ensure our customers are satisfied,” he added.

At this time of publication, the restaurant has just over 3,000 Google reviews and a 4.7 rating. 

Now Toronto reached out to Uber for comment but did not hear a response by publication deadline. However, Uber’s merchant delivery guidelines state merchants may “outline certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate Uber Eats user dietary restrictions.”

Uber says using an insulated bag makes for a better Uber Eats user experience, but it is not required unless one is delivering in a location where it’s required by law. Additionally, specific merchants could ask drivers to use an insulated bag.

“To help ensure that food reaches Uber Eats users safely, you’re encouraged to seal packages in tamper-evident packaging ahead of delivery,” Uber’s website reads.