Elizabeth Bryan, the owner of Victoria’s Emmaline’s, has never been a fan of delivery apps. “I think they’re dystopian,” she told Daily Hive.
That sentiment isn’t likely to change after Uber Eats had a fake profile of her restaurant, featuring a fake menu that left customers confused. Bryan shared her frustrations on social media for what she believed was Uber Eats creating an unauthorized profile.
“[Uber] putting my business on there without my knowledge is a real affront, and it contradicts what I’ve created for my business,” she explained. “Emmaline’s is a destination place, not a delivery place.”
While the restaurant was listed, orders couldn’t be placed. Bryan says customers had been showing up at the new Quadra Village restaurant confused about why they couldn’t place an order.
A representative for Uber Eats told Daily Hive, “Uber Eats does not list restaurants without their consent. Our investigations team has determined fraudulent activity and has closed the account. We have reached out to Emmaline’s.”
An ongoing issue with delivery apps
This incident underscores a larger issue between food delivery platforms and independent restaurants.
Since 2020, apps like DoorDash and Uber Eats have faced backlash for adding businesses to their platforms without consent. In 2022, Uber agreed to a $10 million settlement with the City of Chicago for listing restaurants without permission and charging excessive commission fees.
Victoria’s food industry especially felt the sting of online delivery apps in 2022 when several Victoria restaurants were out thousands of dollars after Victoria-based delivery app Tutti failed to pay owed fees.
@tuttidelivers/Instagram | DenPhotos/Shutterstock
Bryan argues that delivery apps harm restaurants more than they help, with high commission fees and a disconnect from the community-driven dining experience.
“The overhead charges to restaurant owners [from delivery apps] are so high — around 30%. Any profits are just in the break-even margin,” she said.
Beyond finances, Bryan believes these platforms discourage face-to-face interaction, which is at the heart of the restaurant experience. “I think delivery apps have encouraged people to withdraw from the community, from service,” she added.
While Emmaline’s may have been mistakenly swept onto Uber Eats, Bryan remains firm in her stance. “I would never use one of these platforms,” she said.
“I would urge people not to be lulled into thinking that they are actually supporting their restaurants simply by ordering through an online delivery app. Real support is turning up and interacting with the people who work there and introducing your friends and family to a place that you love.”