Baltimore restaurant Jollof Bowl says Uber Eats kept sending orders even as payments for those sales failed to arrive, creating growing financial strain for the business.
It says the missing money dates back to July, putting a key revenue source under serious strain, according to WMAR-2 News.
Here’s what to know
Jollof Bowl believes about $30,000 in payouts and adjustments are missing.
The restaurant, which operates out of Cross Street Market in Baltimore’s Federal Hill neighborhood, said the discrepancies began in July even though Uber Eats orders continued coming in.
The restaurant’s founders, Andrea Kamara and Lekan Oketunji, told WMAR-2 News the stalled payouts are squeezing the business.
“We’re essentially giving away free food, $30,000 of free food because we have not been paid for it,” Kamara explained.
Kamara noted that third-party delivery apps make up roughly one-third of Jollof Bowl’s business.
She added that delivery revenue is particularly critical at the restaurant’s downtown location because “parking is scarce.”
Oketunji first realized the problem when daily deposits fell short of what the restaurant expected.
“The customer pays them, and they’re supposed to pay us out, but they’re not paying us out,” he said.
More background
A series of emails Jollof Bowl shared with WMAR-2 News detailed the timeline.
Uber Eats told Jollof Bowl on Sept. 18 that unusual activity led to a hold on payouts, then sent follow-up replies on Sept. 22 and Sept. 28 claiming the delay was due to a backlog of requests.
“In this regard, we are currently experiencing longer-than-usual wait times and will respond to your email as soon as possible. The account hold will not impact your ability to remain visible on the platform. You can continue to accept orders at this time,” one email read.
Even with the account issue unresolved, the restaurant said the platform continued allowing orders to come through.
Jollof Bowl also lost access to parts of Uber Eats’ back-end tools, adding another complication.
Kamara said the restaurant has stayed afloat despite the losses because of foot traffic and because it also uses other third-party delivery apps.
What’s being done?
After trying to get answers through customer support, the owners took the issue to the media.
Oketunji described a cycle of delayed responses and automated replies.
“You reach out to an email, you get an auto-response back and no follow-up. Thirty thousand dollars later, you’re like, somebody needs to pay me my money,” he remarked.
WMAR-2 News contacted Uber on Oct. 8. On Oct. 9, a company spokesperson responded.
“We are aware of the concerns raised by Jollof Bowl regarding outstanding payments and account access. We take these matters seriously and have escalated the issue for further review,” the spokesperson told the station.
“Our teams are actively working to better understand the circumstances and address the merchant’s concerns. We are also reaching out directly to the restaurant to provide support as we work toward a resolution,” they added.
Kamara told WMAR-2 News that Uber called on Oct. 9 to say it was working to release the funds. The company also claimed it aims to protect communities from scams and would immediately investigate any compromised accounts.
While waiting for a resolution, Jollof Bowl has kept filling orders and is trying to shift more business to channels it can control.
The restaurant is urging people to order through its website or visit in person, and it extended pickup window hours on East Cross Street to midnight.
Where can I learn more?
Jollof Bowl’s dispute shows how heavily restaurants rely on delivery and takeout to keep sales coming in. These stories look at other pressures on that side of the business, from packaging waste to restaurant policies.
• A delivery driver blasted Dunkin’ over wasteful to-go practices that piled up packaging.
• At one restaurant, an absurd food policy sign sparked backlash from diners online.
• Customers accused a meal kit company of disappointing product showcase claims and plastic-heavy packaging.
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