The Untold Truth Of DoorDash

When DoorDash and its competitors such as Uber Eats and GrubHub first came into being, it seemed like the greatest idea ever — now our food delivery choices wouldn't just be limited to pizza or Chinese! Suddenly, options were wide open to include any food item from any restaurant in town... or were they? The more everyone got to know DoorDash, the more obvious it became that this service was not all it was cracked up to be. So much potential, and yet, so much disappointment. Isn't that the case with just about everything in this brave new world of supposedly infinite choices and instant availability?

With DoorDash, though, the frustration lies in the fact that the service they are offering really could work out well. If they actually delivered on all that they're promising, it could be a boon to both restaurants and hungry customers alike, and could even be a viable self-employment option in this gig economy. Instead, its current policies and procedures just result in anger and unhappiness on all sides of the equation and have made many of us long for the days when those few restaurants that were able to offer delivery would do so in a timely, inexpensive fashion that didn't leave us guessing.

DoorDash might not be the best employer

Thinking about taking a part-time gig? Might want to pass on DoorDash. And definitely don't do it if you need something full-time. DoorDash has a mediocre Indeed rating of 3.2 and a slightly higher GlassDoor rating of 3.9, but when you take into account companies' propensity for posting false positives, the real truth of the matter may lie in some of those one and two star ratings. If you follow some of the tips from Inc. about how to spot fake reviews, you'll see, for example, that DoorDash's rating on GlassDoor has been steadily dropping since its launch, which is never a good sign, and also that most of the glowing reviews aren't from Dashers, they're from account execs and other office staff. Hmm.

So what do Dashers have to say about their employer? Pay is low, management is terrible, customers are a PITA, and job security is zilch. The general consensus seems to be that it is maybe just okay for a temporary part-time side gig, but that's about all. As one Redditor put it, "DoorDash is beer money. Decent beer. Not good not great... but decent. Anything more and I recommend rotgut whiskey."

DoorDash was sued over ripping off driver tips

Complaints about low pay and poor management aren't just sour grapes from laid-off Dashers. In 2019 a New York Times reporter worked a few shifts as a DoorDash delivery person and wound up with quite a scoop: He broke the news of a major tipping scandal. What DoorDash was doing was using tips to subsidize its guaranteed delivery pay — for example, if a Dasher was guaranteed a $10 delivery fee and received no tip, DoorDash would pay the $10. If the driver received a $5 tip, DoorDash would only pay $5 for that delivery, so the driver would still receive the same guaranteed $10 — and, in essence, zero tip, despite what the customer had intended. Umm, wait, that's not how tips are supposed to work, said absolutely everybody once the news came out.

The Times reported that DoorDash announced a change in its tipping policy in the wake of the scandal, but the attorney general of Washington, DC later filed a class-action suit on behalf of DoorDash customers who'd intended their tips to go to the drivers. As attorney general Karl Racine stated (via CNET), "DoorDash did not provide any restitution for consumers who had been misled by DoorDash's deceptive tipping practices. Nor did it provide any relief to workers who had their tips taken by DoorDash to subsidize its business." Of course, DoorDash plans to fight the lawsuit, since they feel they ripped off those drivers fair and square.

DoorDash isn't that great a deal for restaurants

Even restaurants that work with DoorDash are less than thrilled with how that's been working out for them. For one thing, as Aycock Marketing points out, there's no relationship established between the customer and the restaurant, as all of their interaction is with DoorDash and its branding. For another thing, DoorDash, as well as its rival food delivery services, may be forcing restaurants to charge the same for walk-in orders as they do for delivery ones, thereby not allowing restaurants to incentivize customers to order via any other method than DoorDash. Delivery orders are far more profitable for Doordash than they are for the restaurants, after all — as a class action lawsuit filed in New York alleges, delivery apps take between 13.5 and 40 percent of the revenue from each order, while restaurants only get 3 to 9 percent (via The Register).

Some restaurants don't even want to dance with the DoorDash devil, and yet they find themselves inadvertently working with the service without ever having agreed to do so. The Chicago Tribune reveals that not only small indie restaurants, but even the major chain In-N-Out, have found themselves listed on DoorDash's site, and some have had to resort to legal action in order to get DoorDash to end these unwanted partnerships.

Customer satisfaction is not the highest with DoorDash

While DoorDash is unpopular with its workers and suppliers, some of its biggest haters seem to be customers. On Sitejabber DoorDash rates 1.14 out of 5 stars with 220 reviews, and the 7,069 consumer reviews on Reviews.io average 1.7 out of 5 stars. For the most part, those ordering food through DoorDash find the selection of restaurants and menu items unsatisfactory, delivery times disappointing, and order accuracy unimpressive. There's also a high level of frustration expressed with the website itself as many find it difficult to navigate, and if anything goes wrong — for example, there's a typo in your address or you fatfinger the wrong item — good luck getting your issue addressed, since customer service is practically nonexistent. And, as one reviewer noted, many times restaurants need to cancel your order after it's been placed, but your payment to DoorDash has already gone through and may take several days to be credited back to you.

The worst part of DoorDash, which has almost everybody angry, is the ridiculous amount of money they charge. As one Los Angeles Yelper described her experience, "I ordered from one of my favorite restaurants and they [DoorDash] charged me about $18.00 in fees. I ended up paying $43.00 for 2 tacos, 2 burritos and a chicken soup. They will rip you off with their fees... Its just not worth it unless you are starving with no way to get food. I will never use Doordash again!"