Postmates

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Postmates

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Postmates's key feedback

1

Customer Service Issues

A significant number of users, approximately 40%, report dissatisfaction with Postmates' customer service. Many users find it difficult to reach a human representative, and when they do, the responses are often unhelpful or dismissive, leading to unresolved issues and frustration.

Customer service is horrendous; they don't respond or resolve issues effectively.

2

Order Accuracy Problems

Around 35% of users experience issues with incorrect or incomplete orders. Customers frequently report missing items or receiving the wrong order, and Postmates often fails to provide adequate compensation or refunds for these mistakes.

My order was missing items, and Postmates refused to refund me.

3

High Fees and Hidden Costs

Approximately 30% of users are frustrated with the high fees and hidden costs associated with using Postmates. Many feel that the service charges and delivery fees are excessive, making the overall cost of ordering through the app much higher than expected.

The fees are ridiculous, doubling the cost of my order.

4

App Functionality Issues

About 25% of users report problems with the app's functionality, including glitches, slow performance, and issues with tracking orders. These technical difficulties hinder the user experience and make it challenging to use the app effectively.

The app is buggy and doesn't let me track my orders properly.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber Eats
Uber Eats receives mixed feedback, with users praising its convenience and promotions, but criticizing its customer service and high fees. Many users report issues with incorrect orders and difficulty in obtaining refunds, leading to frustration.

#2 RUNNER UP

Postmates
Postmates garners mixed reviews, with users appreciating its variety and promotional offers, but expressing dissatisfaction with high fees, delivery issues, and customer service. Some users report frequent order errors and challenges in resolving issues.

#3 Straggler

DoorDash
DoorDash is often criticized for its high fees and inconsistent delivery times, though some users appreciate its convenience. Customer service is frequently mentioned as lacking, with users experiencing issues with order accuracy and difficulty in obtaining refunds.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber Eats
#1 Users Choice
Uber Eats receives mixed feedback, with users praising its convenience and promotions, but criticizing its customer service and high fees. Many users report issues with incorrect orders and difficulty in obtaining refunds, leading to frustration.
Postmates
#2 Runner-up
Postmates garners mixed reviews, with users appreciating its variety and promotional offers, but expressing dissatisfaction with high fees, delivery issues, and customer service. Some users report frequent order errors and challenges in resolving issues.
DoorDash
#3 Straggler
DoorDash is often criticized for its high fees and inconsistent delivery times, though some users appreciate its convenience. Customer service is frequently mentioned as lacking, with users experiencing issues with order accuracy and difficulty in obtaining refunds.

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Nuggets

Major Highlights of the Week

Driver Misconduct 🚗
Drivers are reportedly marking orders as delivered without actually delivering them, leading to customers being charged for undelivered items. This issue is compounded by inadequate customer support, which fails to resolve these disputes effectively.
The driver marked my order as delivered, but I never received it, and Postmates refused to refund me.
App Glitches 🐞
The app frequently experiences technical issues, such as non-functional order tracking and inability to view past orders, which frustrates users and hinders their ability to manage deliveries. These glitches undermine the app's reliability and user experience.
I can't track my order or see past orders because the app's order button doesn't work.
Hidden Fees 💸
Customers are frustrated by unexpected fees that significantly increase the total cost of their orders, often making the service unaffordable. These fees are not clearly communicated upfront, leading to a perception of deceptive pricing practices.
I was shocked to see my $10 burrito cost $30 after all the hidden fees.
Customer Support Failures 📞
The customer support system is criticized for being unresponsive and ineffective, often providing generic responses without resolving issues. This lack of support leaves customers feeling ignored and dissatisfied.
I contacted support about a missing item, but they just sent me automated responses and didn't help.
Promotion Issues 🎁
Promotional codes and discounts are often reported as not working or being revoked without notice, leading to customer frustration and a sense of mistrust. This inconsistency in promotions diminishes the perceived value of the service.
I tried to use a promo code that was supposed to be valid, but the app said it was expired.
Order Accuracy Problems 🍔
There are frequent complaints about incorrect or incomplete orders, with customers receiving wrong items or missing parts of their orders. This issue is exacerbated by the lack of effective resolution from customer support.
My order was missing items, and Postmates refused to refund me or send the missing items.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Driver Misconduct 🚗
Drivers are reportedly marking orders as delivered without actually delivering them, leading to customers being charged for undelivered items. This issue is compounded by inadequate customer support, which fails to resolve these disputes effectively.
App Glitches 🐞
The app frequently experiences technical issues, such as non-functional order tracking and inability to view past orders, which frustrates users and hinders their ability to manage deliveries. These glitches undermine the app's reliability and user experience.
Hidden Fees 💸
Customers are frustrated by unexpected fees that significantly increase the total cost of their orders, often making the service unaffordable. These fees are not clearly communicated upfront, leading to a perception of deceptive pricing practices.
Customer Support Failures 📞
The customer support system is criticized for being unresponsive and ineffective, often providing generic responses without resolving issues. This lack of support leaves customers feeling ignored and dissatisfied.
Promotion Issues 🎁
Promotional codes and discounts are often reported as not working or being revoked without notice, leading to customer frustration and a sense of mistrust. This inconsistency in promotions diminishes the perceived value of the service.
Order Accuracy Problems 🍔
There are frequent complaints about incorrect or incomplete orders, with customers receiving wrong items or missing parts of their orders. This issue is exacerbated by the lack of effective resolution from customer support.

Quotes of the week

Hear from some of the most impactful users to drive changes

Every single order I’ve placed has either been incorrect or taken substantially longer to deliver than anticipated. The worst part is their customer service is awful, sending you from bot to bot, and when you finally receive a human, they copy and paste the same three sentences over and over.
Kunkfunk33
Week of April 9th, 2025
Postmates allowed me to order from a place that was closed. They sent about 4 or 5 drivers because each would cancel as soon as they saw it was closed until one driver falsely reported he had picked up my order. I contacted Postmates and they saw no problem with the situation and will not refund a meal of $50 that never arrived.
._’
Week of April 9th, 2025
Postmates is blatantly committing fraud. This isn’t the first time—it's happened multiple times where my order was missing items, yet Postmates consistently refuses to refund me for products I never received. Even worse, they have the audacity to lie straight to your face, disregarding clear photo evidence and hiding behind automated responses.
A Google user
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
Every single order I’ve placed has either been incorrect or taken substantially longer to deliver than anticipated. The worst part is their customer service is awful, sending you from bot to bot, and when you finally receive a human, they copy and paste the same three sentences over and over.
Candice Wu
App Store
Postmates allowed me to order from a place that was closed. They sent about 4 or 5 drivers because each would cancel as soon as they saw it was closed until one driver falsely reported he had picked up my order. I contacted Postmates and they saw no problem with the situation and will not refund a meal of $50 that never arrived.
Kelly Williams
Google Play
Postmates is blatantly committing fraud. This isn’t the first time—it's happened multiple times where my order was missing items, yet Postmates consistently refuses to refund me for products I never received. Even worse, they have the audacity to lie straight to your face, disregarding clear photo evidence and hiding behind automated responses.
Koray Okumus
Google Play

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