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oops-prow-did-it-again · 9 months

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Why You Should Rethink DoorDash, and Other Courier Apps: From a Driver Based in the USA

So this is part rant and part psa. I have been doing delivery work as a gig driver for DoorDash for years bc of various personal circumstances. I'm hoping to get a CDL in the near future so I can move on to a better job, but that's besides the point for right now. Further disclaimer: I only know the intricacies of DD. I do not know how precisely GrubHub, Uber Eats, etc, work, but I presume they work much the same, since I see the same complaints come from those services too.

This is in no particular order but please, if you have the time, please read it through. I'll preface this by saying I am not going to be rude or bitchy about customers or merchants here, this isn't just me whining, I'm just trying to give a level recount of my experiences with DD, and often, they are just... Not great experiences, unfortunately.

I don't know how many people realize this, but drivers get offered a base pay of $2.00-$2.50 per delivery, depending on the area. This is all DoorDash HAS to pay a driver. Every time you submit an order via DD, it gets spit out onto drivers' apps with that base pay + tip displayed. Meaning if you do not tip, every driver sees only $2-$2.50 to deliver your order. Sometimes, if enough drivers decline an order enough times, the DD algorithm will start to slowly raise the base offered pay... by about $0.25-$1 per round depending on the mileage it takes to deliver that order. This means if you do not tip, your order will most likely be extremely delayed, or bundled with another order, which will make it late, and your food cold.

**Emphasizing this: although I find low tips frustrating, I am NOT personally faulting anyone for not tipping.** DD should just pay their drivers, and it shouldn't be up to you, especially bc ordering delivery is so damn expensive. But I'm telling you this bc they certainly don't advertise it, and many people in my experience are shocked by now little it pays. Many drivers will not accept an offer that's less than $1-$1.50/mi. This means if your restaurant is 8mi away from you, and DD pays the minimum $2, you need to be tipping at least $6-$10 for most drivers to even consider it, or else it will be sitting for a long time or get bundled with a double delivery (more chances for mistakes + takes longer for the food to get to you).

Furthermore, in certain localities, DD offers an hourly rate for its drivers. This sounds good on paper, but keep in mind that this does not include gas money, and only accounts for the time from a delivery being accepted to the time it is dropped off. If you are delivering in suburbs or, god forbid, rural areas, you will spend a lot of time not making money but still burning gas returning from a home to where restaurants are so you can get your next delivery. While the app may say something impressive like $14-$17.25/hr, in reality, it's usually half that or less when you factor in downtime.

DD orders are also exorbitantly more expensive than if you buy directly from the merchant because DD charges the merchant 15-30% of the menu price to use their platform, and the merchants pass this on, usually plus a little extra, to you. This is before you even consider "delivery fees," which are not paid to drivers and are pretty much exclusively pocketed by DD. Also, DD will often choose a store farther away from you (so, say, a McDonald's that's 5mi away from you as opposed to the one that's 1mi away) specifically so they can charge more on fees. *Sometimes* this is just bc the closer store isn't enrolled in DD, but oftentimes, it isn't.

ADDENDUM ON THIS, HOWEVER: If you are ordering directly from a merchant that you know does not have actual in-house drivers, but is offering delivery anyway, like Wendy's or McDonald's, understand that these merchants are going to send these deliveries through to DD or Uber Eats. These orders have cryptic names for items on the Dasher's end and often we cannot contact you if there's an issue with your order, because the phone numbers provided to the Dasher's app never work. If you know for certain the merchant has its own delivery team (most pizza places, Chick-fil-A, Panera, etc), please order delivery directly through them, but if you know they do not (Wendy's, McDonald's), DO NOT ORDER delivery through their apps. It displays poorly on the drivers end and is often more expensive and a less ideal experience for you.

DD does offer DashPass, a subscription service that, for $9.99/mo, says it slashes delivery fees and other costs. Not really; the amount you pay in DashPass, especially the longer you have it, often exceeds the fees you would pay if you simply bought orders without DashPass. Also, it will advertise at you constantly via notifications and emails which will make you more likely to spend more on delivery that you wouldn't have in the first place, further eroding whatever savings you'd gain from DashPass.

DoorDash also can do a thing where they enroll stores in their platform without that store's permission. These orders require Dashers to use a red card, a notoriously buggy debit card that is supposed to get loaded with the amount of money it takes to cover the order by DD. The restaurants do not get any extra profits from these, and many store managers would love to prevent this from happening, but it requires legal action that is infeasible for most stores to do on their own. This causes friction and conflicts between store managers and drivers, delays for the customers, and solely profits DD.

DD ***does not*** reimburse for any amount of gas or car repair costs. Instead, they offer a company debit card which has tons of hidden fees for their drivers, and gives a small % cashback on gas. It is an overwhelmingly bad deal, but they use it as a shield against accusations that they don't support drivers against the cost of gas. They do...but only if you let them be your bank. Otherwise, you get your pay the Tuesday after the week you worked, or you can cash out immediately via the FastPay feature - for a $1.99 fee out of the money you earned.

DD support teams (and I know this is not unique by any measure to DD but it feels worth mentioning) are based in Taiwan, I believe, as well. I have absolutely nothing against the support teams, for they are doing the best with what they have, but DD absolutely weaponizes language barriers and the difficulty in communication to try to silence customers and dashers alike when there is a problem. DD seems to hope that if you get frustrated enough trying to talk to support (once again, not the workers' faults, the call center is absolutely being exploited too, I just don't have firsthand enough experience with that work to talk about the specifics of how), you will simply give up and not bother trying to seek a refund or half pay.

On that note, if a delivery has to be canceled for whatever reason, your driver will not get paid regardless of the time they spent on it. Very very rarely they will give "half pay," which is half of the promised payout, but only if you were on the delivery for an excessive length of time (i.e., 1+ hours).

Furthermore, if a delivery is marked as undelivered, DD will issue a contract violation against the driver. It is then up to the driver to submit proof that they completed the delivery, via pictures or video evidence, even though DD tracks our phones the entire time we are delivering and should be able to see if we were there or not. **New drivers are not properly warned about this,** so oftentimes when you have a "hand it to the customer" delivery, drivers don't think to take pictures or videos, and dashcams are expensive, not everyone has one. It is extremely hard to argue your way out of a contract violation if you do not have proof.

If you get 3 or more contract violations, you will be immediately suspended from the platform, and 2 puts you at risk of it. If you complete 100 deliveries without incident since the one that gave you the violation, it *will* just go away... But this is a subtle tactic used to scare drivers into taking more (usually very badly paying) orders, because they fear deactivation.

I'm not saying that you shouldn't try to get a refund, if you legitimately did not receive your order. But please, try contacting your driver directly before you contact support, and if you must contact support, really consider whether someone losing a job, even if it a side gig, is worth the amount of money you spent. You can often just lie and tell DD the order is completely wrong and they'll refund it without punishing the driver, as that's seen as a merchant error.

Also, I don't think many customers realize this: we CANNOT see delivery instructions before we accept a delivery, and they are difficult to see until after the delivery is picked up (as they are only available on a floating widget badge). If you ask for extra sauces or other things in the delivery instructions, 9 times out of 10 we will not see it until we are already on the road and headed to you. Please don't hate drivers for this; most of the drivers I've seen are more than happy to do whatever you want! But msg us via the app, DO NOT use the delivery instructions. Delivery instructions is for instructions on how to find your house or apartment if the numbers aren't very visible, or telling us to call you instead of come to your door when we arrive, that sort of thing. In fact, please be as descriptive as possible for the delivery instructions on this front- if you're ordering from a business, tell us the business name. If you're ordering from an apt, tell us the apartment complex name. If you're ordering from a house, tell us the color of your house or the cars in the driveway. It's all very helpful!

One last thing before I wrap this up: safety. Delivering is an extremely dangerous job. Pizza delivery, for example, is one of the most dangerous professions, and DD's safety features are even worse than those places. DD has implemented a feature for you to contact 911 via the Dasher app in emergencies, but often, this would still be too late. DD does NOT vet the areas for safety that they release the platform into, and there is no real recourse for violent customers aside from talking to support, which takes time and often won't communicate the issue effectively. Sometimes this works, and customers will rarely get banned from Doordash if they threaten, harass, or injure a driver. But the vast majority of these cases go unreported.

Loose dogs and carjacking are also major problems. Customers failing to notify other people in their households that they ordered delivery has led to me being threatened before. I've had people answer the door in their underwear. I had someone try to invite me into his house while wearing nothing but briefs. I had someone step out of their pickup truck carrying two rifles directly in front of me right before I delivered to their house once. I've had dogs nearly bite me - thankfully none have, I'm luckier than many others, but it's still a significant risk. A lot of people seem to trust their dogs when they really should not.

All of this, for $2.25 in base pay + a few dollars in tips.

I really do love delivering, and I do appreciate the freedom DD gives me in choosing my work schedule right now. However, the compensation is woefully bad, the company scams merchants, customers, and drivers alike, and the working conditions are very unsafe.

Idk how many people here really use DD, or what in particular can even be done about most of these issues, but I hope this enlightened some folks.

#doordash #dd #gig economy #gig work #gig #uber eats #grubhub #delivery #driving #psa #rant #vent

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