A Toronto pizzeria, Descendant Detroit Style Pizza, has accused a group of Uber Eats drivers of leaving fake one-star reviews on its Google business page. The pizzeria, located at 1168 Queen St. E. in Leslieville, has been serving Detroit-style pizza since 2015.
In a now-deleted Instagram post, the restaurant explained that the one-star reviews were coming from a group of Uber drivers who allegedly pick up food without using proper insulated delivery bags.
The statement read, “I want to bring to your attention an issue we’re currently facing. A group of Uber drivers has been leaving one-star reviews because we do not provide food without a proper delivery bag.”
The post also mentioned that three one-star reviews had recently been posted by this group. The pizzeria believes the drivers were posing as regular customers. “We believe that Google and Uber need to take action against this practice, as it is negatively impacting many small businesses,” the statement added.
Despite the negative reviews, Descendant Detroit Style Pizza maintains a strong reputation with a 4.7-star rating on Google, based on over 3,000 reviews. The restaurant has been responding to the unfavorable ratings from delivery drivers.
Owner Ike Tzakis told blogTO, “This has been an ongoing issue for years. Uber plays a significant role in our business, and we appreciate the service and drivers who take their responsibilities seriously and use proper delivery bags.” He explained that the restaurant cannot serve pizza to drivers who do not use insulated bags, as it ensures the food remains hot and fresh for customers.
Tzakis also said the restaurant has been targeted by drivers who collaborate to post one-star reviews after being refused service due to the lack of delivery bags. “It creates a challenging situation for us, as we struggle to identify who is who,” Tzakis said. “Sometimes it’s obvious, but other times we cannot make assumptions.”
In one instance, the pizzeria mistakenly identified a regular customer as a driver, leading to confusion and further negative reviews. Tzakis noted that many other restaurants face similar challenges. However, when the pizzeria contacted Uber for help, the company said it could not assist, as the drivers are independent contractors, not employees.
Uber’s website states that merchants may establish delivery guidelines for food safety or other reasons, including dietary restrictions. While an insulated delivery bag can improve the Uber Eats experience, it is not required unless mandated by local law. However, merchants can request that delivery drivers use one.
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