Complaints about home delivery services increased by 20.36%. Uber records more than half of the total, while Glovo has the worst satisfaction rate.
The data is from the Complaint Portal and appears in the report “The State of Delivery in Portugal – 2025”which was carried out by Consumers Trust Labs. It was based on a survey of 3,263 complaints that concern companies in that sector.
There is a “tripoli” that concentrates almost the entire market… and complaints. Uber Eats, Bolt Food and Glovo are responsible for 99%. Recently, the first two were accused of practices of dumpingby the Civic Movement Somos TVDE.
The first of these leads the ranking, with 51.24% of the total volume, even though the satisfaction index is classified as “reasonable” (45.4 points out of 100), with a resolution rate of 50%.
At the same time, Glovo has the worst performance, as a result of a satisfaction index of 14.5 points, that is, “unsatisfactory”. The resolution rate is 16%.
Demand increases and response time worsens
The average response time of companies increased by 12.04% last year, in a sign that consumer support services continue to be scarce.
Os problems with payments lead the reasons for complaints (31.27% of the total)namely due to undue charges and refunds not made. Soon behind appear the operational problems (30.59%)which includes errors in orders and incomplete deliveries. To the technical failures (15.51%) complete the top-3.
Lisbon and Porto account for close to 60% of complaints across the country. Almost two thirds (65%) of complainants are between 25 and 44 years old and there is a slight predominance of women.
According to the conclusions of those responsible for the analysis, “the significant increase in complaints, combined with the worsening in response times, indicates that platforms are not scaling support at the same pace as they scale the business”, it can be read.
From the perspective of Pedro Lourenço, founder of Portal da Queixa by Consumers Trust, “the data shows a structural break in confidence and the perception of quality in the delivery sector in Portugal”points out.
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