DoorDash is the top food delivery service in the country, seeing a significant increase
in revenue and subscribers since 2019. But why do customers love its refund policy? And
why aren’t restaurants and drivers always its biggest fans? There's more to this food
delivery service than you know!
When you're hired to make deliveries for a restaurant, you have to go through a typical
employee hiring process that may include an interview, hiring paperwork, orientation,
and so on. You should also expect your driving record and vehicle to be carefully examined,
as restaurants want to make sure they hire safe drivers with reliable vehicles to represent
their companies.
You might be surprised to learn that DoorDash requirements for drivers aren't very strict.
As a DoorDash driver, you're an independent contractor representing yourself, technically.
Therefore, DoorDash just wants to make sure that you are who you say you are and don't
have any criminal activity on your record. DoorDash requires a background check using
a third-party service called Checkr to get an overview of a potential driver's criminal
and driving history.
Other requirements are relatively basic. You must be 18, have your own insurance policy,
have a valid license and Social Security number, and have a reliable mode of transportation.
However, several Dashers admit on Indeed that getting accepted is super easy. One person
says that if an area is in desperate need of drivers, you can get started right away,
saying, quote, "I applied one day and was delivering the next day." Other Dashers mention
that if you clear the background check, you're basically good to go.
DoorDash has a roster of delivery drivers in each of its delivery areas ready to go
during their selected shifts. But that doesn't mean that DoorDash's employees are off the
hook. In late 2021, DoorDash surprised just about everyone, including its employees, by
announcing that every single one of its staff must make at least one delivery a month. That's
right — even the CEO has to deliver.
Oh, it's not that bad! The policy, known as WeDash, originally began in 2013 to ensure
that DoorDash's salaried staff engaged in the same experiences as drivers to learn what
happens behind the scenes.
However, the program's reinstatement didn't sit well with some employees. One DoorDash
engineer wrote in an anonymous Blind post:
"I didn't sign up for this, there was nothing in the offer letter/job description about this."
to which someone responded, quote, "Not acceptable in any way!" There seems to be a way out for
those who don't want to participate, though. According to Fox Business, employees can work
alongside customer support agents to learn more about common consumer issues or support
a merchant instead.
Talk to any Dasher, and you might notice a common theme: how they talk about their pay
from the delivery app varies significantly. One driver might tell you that their pay isn't
worth their time, while another could gush about their high earnings from just a couple
of hours of work on a busy weekend.
DoorDash's payment model is a big reason for those differences. Drivers earn a base pay
for a delivery that takes into account the distance for the driver, the estimated delivery
time, and its desirability. They also get 100% of the tips earned for their deliveries
and have a chance to qualify for extra money from challenges and peak-time deliveries.
However, delivery areas and the times a Dasher works can really play into their overall pay.
For instance, busy cities will probably give Dashers more opportunities to have a packed
delivery night than small towns. And, delivering during dinner rushes will usually net higher
hourly rate equivalents than delivering in the early afternoon.
Take a look at reported Indeed salaries to see how much driver pay can fluctuate. The
average reported salary is about $13-$14 per hour. However, several reports mention that
gas takes a huge chunk of Dashers' pay and that much of their earnings relies upon scoring
the best, high-paying shifts.
In 2019, DoorDash was hit with a lawsuit from Washington D.C.'s Attorney General, Karl Racine.
The lawsuit alleged that, instead of giving Dashers the tips they earned from deliveries,
DoorDash used those customer-paid tips to pay its delivery drivers' base pays.
"Hey man! That's not cool!"
Therefore, the money customers were leaving for tips to thank their drivers wasn't necessarily
getting used as they intended. According to the lawsuit, DoorDash was using this tipping
model from July 2017 to September 2019, potentially misappropriating millions in tip money. In
September 2019, DoorDash changed its tipping model over to its current one in which drivers
keep 100% of the tips they earn. However, the company heavily disagreed with the claims
brought against it in the lawsuit about its old tipping model. Still, in 2020, DoorDash
settled the lawsuit, paying a total of $2.5 million to delivery drivers, the District,
and District charities.
It's not uncommon for workers to dislike some aspects of their jobs. Apparently, independent
contractors like DoorDash drivers aren't exempt from having complaints. While you might think
that choosing your own schedule and having the freedoms that independent contracting
provides is great, some Dashers have plenty to dislike about their experiences delivering
with the app.
Indeed reviews reveal some of the most common complaints from DoorDash delivery drivers,
with one of the top reasons for negative experiences being a lack of Dasher support. One driver
writes, quote, "Worst ever. Horrible Dasher support." Another says that there is, quote,
"no customer service with clearly speaking English speakers. No support." Others mention
technical issues with the Doordash application and low base pay.
Reddit also sheds some light on Dashers' true feelings. One Redditor mentioned DoorDash
docking their delivery time after delivering an order. They claimed the company cited errors
in the software that resulted in violations against the driver's account. Another Dasher
complained that trying to find orders they want to complete is challenging, sometimes
rejecting, quote "70 or more offers to get a good one."
The COVID pandemic temporarily closed down restaurant dining in many areas. While many
began reopening with safety precautions several weeks later, some people still preferred takeout
as a seemingly safer alternative.
That could be why DoorDash flourished during the pandemic. DoorDash said:
"58% of all adults and 70% of millennials say that they are more likely to have restaurant
food delivered than they were two years ago."
The company has also noted that the pandemic has only continued to foster these trends.
DoorDash also received 45% of all third-party delivery orders, became number 12 on CNBC's
Disruptor 50 list, and earned close to a $16 billion valuation in 2020.
DoorDash not only boosted its own revenue but also assisted restaurants in staying busy
and profitable, according to its economic impact report released in October 2020. The
report notes that 67% of restaurants found DoorDash to be, quote, "crucial to their business
during COVID-19." Additionally, 65% of restaurants said DoorDash helped them increase profits
during the pandemic.
You might think that restaurants would have to give the thumbs up to DoorDash before the
company can post a restaurant's menu on the app and begin deliveries from that restaurant.
However, DoorDash has tangled itself in quite the controversy for adding menus and delivering
from restaurants without asking restaurants' permission.
A pizza place owner in Cincinnati told WXYZ Detroit that the restaurant's reputation has
suffered since DoorDash began taking orders without its permission. It all started with
customers calling the restaurant to complain about missing or incorrect items. Soon, owner
Kevin Leidecker found out that his menu had been added to the app, so customers understandably
began to order. However, Leidecker said that the menu wasn't up-to-date or detailed enough
to ensure correct orders.
One restaurant staffer took to Reddit to complain about the same situation, writing:
"Today, we've been receiving calls from DoorDash, asking if their orders are ready for pickup.
The thing is, we NEVER put our restaurant on this website. [...] this is ridiculous
that something like this happens without any authorization or permission."
Due to backlash, some areas are pushing for third-party apps like DoorDash to ask for
consent before publishing restaurant menus. For example, California pushed through the
Fair Food Delivery Act in 2021 to require agreements between restaurants and delivery companies.
If you're craving a box of Thin Mints, Adventurfuls, or Tagalongs, and DoorDash is in your area,
you might be in luck. As of 2022, the food delivery service offers speedy delivery of
several varieties of Girl Scout cookies right to your door. CNET reports that the partnership
is valid throughout the time that Girl Scouts typically sell their cookies, which is usually
from January through April, for as long as the popular boxes are available.
DoorDash's vice president Shanna Prevé said the following in a statement:
"Through this collaboration, we aim to provide access and opportunity for Girl Scouts, while
providing their neighborhoods with safe, efficient, and enjoyable ways to support their local troops."
Unfortunately the cookies will only be available in select areas through DoorDash, depending
on whether there are sellers in your area, but you can check the DoorDash app to see
if you can satisfy your sweet tooth.
During the peak of the pandemic, many businesses got creative with their business models in
an attempt to adapt to the changing needs of customers. In late 2020, DoorDash did the
same, introducing a new venture called DashMart. According to a DoorDash press statement, DashMart
is a brick-and-mortar location designed to compete with your local convenience stores.
In the shops, you'll find everything from pet food to cheesecake, which you can have
delivered to your home just like DoorDash's restaurant offerings.
Originally, DashMart operated in eight cities, including Chicago, Cincinnati, and Columbus,
but it has since expanded into more than 25 locations.
The idea behind DashMart is to make DoorDash even more accessible and convenient to customers,
catering to the modern desire for instant gratification. DoorDash CEO Tony Xu tells
CNBC:
"It's a bit like the express lane inside of a store [...] You're going to be able to get
it in about 30 minutes. You really don't have that proposition anywhere else."
You may have heard or read news stories about DoorDash delivery drivers getting hurt or
killed on the job. In August 2021, Noel Njoku of Springdale, Maryland, was shot while driving
for DoorDash, a gig he had just recently picked up. In December of that same year, a DoorDash
driver in Gary, Indiana, alleged that he was held at gunpoint during a carjacking. The
Baltimore Sun also reports that a teenager has been charged in the January 2022 murder
of Cheryl McCormack, a DoorDash driver in the Northeast Baltimore area, after refusing
to hand over her cell phone to the teen.
However, DoorDash has taken steps to ensure the safety of its drivers. ABC News reports
that DoorDash is partnering with security service ADT to allow Dashers to connect discreetly
and quickly with an ADT agent by pushing a button on the DoorDash app. The feature can
help drivers get speedy access to 911 if needed.
While some customers complain that customer support is lacking with DoorDash, others love
it for its refund policy, which seems to be almost too good to be true — maybe even
to a fault.
"Nicccce."
DoorDash's terms of Service say this about issuing refunds:
"Charges paid by you for completed and delivered orders are final and non-refundable. DoorDash
has no obligation to provide refunds or credits, but may grant them, in each case in DoorDash's
sole discretion."
In other words, the company does not have to provide customers with refunds, but it
can choose to do so when it wants.
However, Redditors share that they've been able to use the app to request a refund for
a missing item or unsatisfactory order, and they get the order refunded, no questions
asked. One commenter admits to getting refunded 18 times in a row.
"Nice!"
Another Redditor went on to say this about DoorDash's liberal return policy.
"I have heard stories of people doing this, and eventually their account usually gets
deactivated so they can't order anymore. But why not do it every once in a while?"
According to Daily Dot, the lenient policy has even gone viral on TikTok, thanks to a
posted video showing a person receiving what seems to be a free Sonic Drive-In meal from
DoorDash after getting a refund. One of the video's commenters elaborated on how exactly
the scam works.
"For anybody asking what it is, basically you tell them to leave it at the door wait
15 minutes, and say it was stolen and you get a refund."
"Nice. Nicccccce! Nicccccce."
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