Postmates

User Experience Report

Report Date

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

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Postmates

Top Insights This Week

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.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Postmates's key feedback

1

Poor Customer Service

A significant number of users, approximately 40%, report dissatisfaction with Postmates' customer service. Complaints include unhelpful responses, long wait times for issue resolution, and refusal to issue refunds for missing or incorrect orders.

Customer service is horrendous, they refuse to refund for missing items and don't respond promptly.

2

High Fees and Charges

Around 35% of users express frustration over the high fees and hidden charges associated with Postmates orders. Many feel that the total cost, including delivery and service fees, is excessive and not transparent.

The fees are insane, often doubling the cost of the order, making it not worth using the app.

3

Driver Issues

Approximately 25% of users have experienced problems with delivery drivers, including food theft, incorrect deliveries, and unprofessional behavior. These issues contribute to a negative overall experience with the service.

Drivers often deliver to the wrong location and Postmates refuses to issue refunds.

4

App Glitches and Usability

About 20% of users report technical issues with the app, such as glitches, difficulty tracking orders, and problems with promo codes not applying correctly. These issues hinder the user experience and lead to frustration.

The app is buggy, with promo codes not working and order tracking features failing.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

DoorDash
DoorDash receives mixed feedback, with users appreciating its convenience and variety of options, but many complain about high fees, poor customer service, and frequent delivery issues such as missing items and long wait times.

#2 RUNNER UP

Uber Eats
Uber Eats is praised for its wide availability and ease of use, but users frequently report issues with customer service, incorrect orders, and high fees. Some users have experienced problems with drivers not delivering food or orders being canceled without proper resolution.

#3 Straggler

Postmates
Postmates has a mix of positive and negative reviews. Users appreciate the convenience and variety of options, but many report issues with delivery accuracy, high fees, and poor customer service. Some users have experienced frequent order cancellations and difficulties in obtaining refunds.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
DoorDash
#1 Users Choice
DoorDash receives mixed feedback, with users appreciating its convenience and variety of options, but many complain about high fees, poor customer service, and frequent delivery issues such as missing items and long wait times.
Uber Eats
#2 Runner-up
Uber Eats is praised for its wide availability and ease of use, but users frequently report issues with customer service, incorrect orders, and high fees. Some users have experienced problems with drivers not delivering food or orders being canceled without proper resolution.
Postmates
#3 Straggler
Postmates has a mix of positive and negative reviews. Users appreciate the convenience and variety of options, but many report issues with delivery accuracy, high fees, and poor customer service. Some users have experienced frequent order cancellations and difficulties in obtaining refunds.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Driver Misconduct
Delivery drivers are frequently reported for rude and unprofessional behavior, including stealing food and marking orders as delivered without actually delivering them. This behavior severely impacts customer trust and satisfaction.
The driver marked my order as delivered, but I never received it, and Postmates refused to refund me.
Customer Service Failures
The customer service system is ineffective, often providing generic responses and failing to resolve issues, even with valid evidence. This lack of support leads to customer frustration and loss of loyalty.
I provided photo evidence of a missing item, but customer service refused to issue a refund.
Promotion Issues
Promotional codes and discounts frequently fail to apply at checkout, causing customer dissatisfaction and a perception of deceptive marketing practices. This undermines the effectiveness of promotional strategies.
I received a promo code via email, but it showed as expired in the app before the stated expiration date.
App Functionality Problems
The app experiences frequent glitches, such as failing to track orders or process payments, which disrupts the user experience. These technical issues deter users from relying on the app for their delivery needs.
The app glitched and didn't show my order, making it impossible to contact support about the issue.
High Fees and Pricing
Customers are frustrated with high delivery fees and price markups, which often double the cost of orders. This pricing strategy is perceived as exploitative and discourages repeat business.
The fees and taxes doubled my order price, making it not worth using the app.
Refund and Compensation Issues
Postmates often refuses to issue refunds for incorrect or missing orders, even with evidence, leading to accusations of fraudulent practices. This policy damages the company's reputation and customer retention.
I was charged for a meal I never received, and Postmates refused to refund me.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Driver Misconduct
Delivery drivers are frequently reported for rude and unprofessional behavior, including stealing food and marking orders as delivered without actually delivering them. This behavior severely impacts customer trust and satisfaction.
Customer Service Failures
The customer service system is ineffective, often providing generic responses and failing to resolve issues, even with valid evidence. This lack of support leads to customer frustration and loss of loyalty.
Promotion Issues
Promotional codes and discounts frequently fail to apply at checkout, causing customer dissatisfaction and a perception of deceptive marketing practices. This undermines the effectiveness of promotional strategies.
App Functionality Problems
The app experiences frequent glitches, such as failing to track orders or process payments, which disrupts the user experience. These technical issues deter users from relying on the app for their delivery needs.
High Fees and Pricing
Customers are frustrated with high delivery fees and price markups, which often double the cost of orders. This pricing strategy is perceived as exploitative and discourages repeat business.
Refund and Compensation Issues
Postmates often refuses to issue refunds for incorrect or missing orders, even with evidence, leading to accusations of fraudulent practices. This policy damages the company's reputation and customer retention.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is fine but customer service sucks. They never resolve issues, and I never get refunded for missing items. I'm closing my account for good.
A Google user
Postmates is a disgraceful company. They refuse to refund for messed up orders and don't take responsibility. I'm done with them.
A Google user
The fees are insane, and customer service is non-existent. They charge you for items you never receive and refuse to refund. Avoid this app.
A Google user

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
The app is fine but customer service sucks. They never resolve issues, and I never get refunded for missing items. I'm closing my account for good.
Candice Wu
App Store
Postmates is a disgraceful company. They refuse to refund for messed up orders and don't take responsibility. I'm done with them.
Kelly Williams
Google Play
The fees are insane, and customer service is non-existent. They charge you for items you never receive and refuse to refund. Avoid this app.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy