“The other apps would call up and start yelling at us when there’s an issue with an order,” Mike explained. “I’ll say, ‘Oh, I’m sorry, your driver came here with a backpack, took the pizza, and put it in sideways. Now, the customer’s mad about it. How is that our fault? You’re not going to pay for that? Why should we pay for that?”
Unfortunately, it’s a story we hear all too often. While Uber Eats and DoorDash charge skyhigh commissions, they pay their own drivers next to nothing. In turn, they have no incentive to handle food with care. Then, when deliveries go sideways, shops are left holding the bag.
“[With those apps], we have to call the customer and deliver a new pizza to them ourselves,” Mike explained. “So, not only did we just pay 30% to this app — we also had to refund the entire thing.”