1. Read every review
Look at your feedback in Uber Eats Manager regularly. One comment is one person's view; the same comment twice is a pattern worth acting on.
2. Keep replies short and personal
Two or three sentences is plenty. Use the customer's first name if it shows, mention the dish, and sign off with your own name. A copied and pasted reply on every review reads as if nobody is listening.
3. Thank people for good reviews
A quick thank you is enough:
"Thanks so much, Priya! Glad the laksa hit the spot. See you next time. Minh, Pho Corner"
4. For a complaint, own it and stay calm
Don't argue, even when you're sure you're right. Acknowledge the problem, say what you've done, and leave the door open:
"Sorry your chips arrived soggy, Tom. We've changed to vented boxes so they stay crisp on the way. We'd love another chance. Sam"
If the issue was the delivery, you can say so gently without blaming anyone: "Sorry it arrived late. We'll pass this on, and we always pack hot food to travel as well as possible."
5. Never share private details
Don't mention order numbers, addresses or anything personal in a public reply. If something needs sorting out, follow the refund and support options in Uber Eats Manager.
6. Fix the cause
Many complaints point to something on your page:
- "Not what I expected": rewrite the description so it says what's in the dish and how big it is.
- "Smaller than the photo": retake the photo so it shows a real serving.
- "Missing item": check that combos and options say exactly what's included.
- "Cold" or "soggy": look at packaging, and consider taking dishes that don't travel well off delivery.
Our guide to writing menu descriptions helps with the first two.
Improve the rating itself
Replies help, but the rating comes from the orders. See how to improve your Uber Eats rating.
7. Report reviews that break the rules
Abusive or offensive reviews can be reported through Uber Eats Manager or support. Honest negative feedback usually stays, and that's where a good reply and a real fix matter most.
