A local food establishment, Kebab 1997 (operated by the little company Gurmolita), has highlighted a growing tension between restaurants and delivery services following a significant courier failure. The business reported that a delivery driver spent 15 to 20 minutes on the phone before finally attempting to deliver an order, only to provide it to the wrong person.
The order, which consisted of two cheese lavash and an additional “mėsyte,” never reached the intended customer. In a social media post, the establishment noted that while they do not blame all couriers, the quality of service has declined compared to several years ago when drivers were described as “pleasant, orderly, and responsible.”
The Struggle Between Reach and Reputation
Kebab 1997 explained that while their primary income comes from on-site sales, they continue to use platforms like Wolt and Bolt. The business acknowledges that many customers have reasons why they cannot visit the premises in person.
However, the establishment pointed out a systemic issue: the tendency for customers to blame the food business for failures caused by the delivery personnel. They clarified that the problem is not necessarily the platforms themselves, but the execution of the service.
Regulatory Response and Industry Pressure
The incident mirrors a broader trend, as some restaurants have already begun refusing courier services entirely. While Kebab 1997 has not yet taken such a drastic step—viewing the platforms as a vital advertising tool—they admitted they are currently weighing their options.
In response to increasing reports of improper food delivery, the State Food and Veterinary Service (VMVT) has reached an agreement with the managers of the Bolt Food and Wolt platforms to implement additional measures.
These efforts will focus on encouraging couriers to follow hygiene requirements, improving the conditions under which food is transported, and ensuring a more rapid response to consumer complaints.
Future Outlook
The collaboration between VMVT and delivery platforms may lead to higher food safety standards across the sector. Laurynas Pamparas, the General Manager of Bolt Food in Lithuania, stated that food safety and hygiene are inseparable from quality delivery services.
Depending on the effectiveness of these new measures, more restaurants could potentially maintain their partnerships with delivery apps, or conversely, a further shift toward independent delivery staff may occur if quality issues persist.
Frequently Asked Questions
What specific items were delivered to the wrong person in the reported incident?
The order included two cheese lavash and an additional “mėsyte.”
Why does Kebab 1997 continue to use Wolt and Bolt despite these issues?
The business views these services as a convenient tool and a significant source of advertising, while acknowledging that some customers cannot visit the restaurant in person.
What actions are the delivery platforms and VMVT taking to improve service?
They have agreed to promote courier hygiene, improve food transport conditions, and ensure faster reactions to user reports.
Do you believe restaurants should be held responsible for the mistakes of third-party delivery couriers?
