Delivery service Wolt faces rising threats against customer service staff in Denmark

Frustrated customers are increasingly lashing out at delivery service Wolt’s customer service representatives, with some resorting to severe threats. Employees like Anna Pedersen report receiving messages that include everything from obscene insults to explicit threats. In 2023 alone, Wolt has documented 66 serious threats against customer service staff, equating to more than two threats per week. This troubling trend reflects a broader rise in digital harassment against private-sector employees.

A study by the Digital Responsibility Association, alongside Epinion, reveals that 14% of private employees in Denmark have experienced digital harassment in the past year, a significant increase from 9% in 2021. Pedersen, who manages operations at Wolt, recalls frequent unpleasant interactions during her shifts, noting that it’s no longer surprising when such incidents occur but rather a question of when.

One incident particularly stands out for her: a customer threatened violence over a recently imposed delivery fee, stating, “I will come in and kill everyone in the office.” Such threats were made in a climate where the office had already faced both death and bomb threats.

Cæcilie Agger, another Wolt employee, recalls a disturbing episode where a customer created a “hot or not” list on Reddit using screenshots of employees from the Wolt chat system. Despite these experiences, both Agger and Pedersen remain committed to their roles but express serious concerns over their safety while working.

Wolt’s communications director, Mikkel Tofte, expresses his dismay over the escalating harassment. The company is working to establish clear guidelines for unacceptable communication and offers psychological support for affected employees. Tofte emphasizes that it should never be acceptable for workers to feel threatened in their jobs and urges customers to reconsider how they communicate during conflicts.