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Comment by paxys | Hacker News Reader

People forget that the reason these services showed up in the first place was that ordering from restaurants was an absolute mess. Most of them don't have websites, and if they do it likely doesn't work on phones. Menus are outdated or non-existent. Few of them have online ordering systems. There is no way to securely share credit card info. Phones are always busy. There is no way to know their hours, whether they deliver in your area, how long they will take. No way to easily customize or track your order. Delivery is slow and unpredictable (if they even offer it).

As the article itself states, restaurants don't like using these services but support them regardless, because the alternative is no orders.

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I have a totally opposite experience. Before GrubHub et al, I frequently found and ordered food from restaurants, and never really had a problem (between 2000-2015 for example) finding their number or menu. Maybe because I live in well developed metro areas?

There is a local Thai restaurant that, for years, has had what I consider the best system available for takeout and delivery. The first time I called for delivery, they took down my address and cc info. Now, anytime I call after, they know me by the caller ID and already have all my information available.

It is easier to call and place an order than most any app or website for follow-up orders at least.

This should be a standard feature of any restaurant ordering system.

Do they also have a pass-code or some keyword to ask you each time you make the order?

They might ask for last 4 digits of the CC. But also, if you changed addresses, I would imagine they would reverify your cc info.

They also make it much easier to order for a group. Everyone can take turns on the computer and add the food they want.

You get a confirmation of what you ordered and a receipt for your taxes, and you don't have to use a phone. You don't even need to speak the local language.

Agreed. In my area, without third parties, the only delivery available would be pizza and Chinese chains. There was no serious delivery infrastructure before GrubHub moved in.

Yes, and times have changed, maybe because of the “market pressure” by those platforms or simply because they were just a minute ahead with their value prop for restaurants sleeping on the digital transformation. Lately (new) restaurants in my experience just post delivery contact info and menu to their facebook page or instagram and cannot even be found on delivery service platforms. Seems to work for them.

I struggle to empathize with your experience. I try to be a regular patron of restaurants, and so I find myself putting in emotional effort, although not much, to overcome the hurdles you mention.

I phone the restaurant, then walk to their storefront, and hand them cash or card. I know what I want to eat, where I'm getting it from, when they're open, how long it'll take to prepare, how long it will take me to walk there, how much it will cost, and how much I will tip. If I need customization, then I use my words when I'm speaking to them on the phone.

For some restaurants, particularly food carts, no phoning ahead is necessary. Yesterday I walked to get Italian food, and the chef was able to prepare my order interleaved with other orders that were going out for delivery, with only a 5min wait.

For comparison, I've tried Grubhub, Eat24, and others. I stopped ordering from them because they mistreat their drivers, delivery times are horrible, the fees are unreasonable, they don't put in the effort to learn the layouts of the cities that they operate in, and I'm pretty sure that they take their drivers' tips. I'm not willing to be a part of that sort of system.

From the conversations I've had with chefs and restaurant owners, they do not even "support" the delivery services; they all feel strong-armed into being customers.

I try the same. Usually these platform over change customer and underpay those that are delivering real value in the production chain. If you ever worked in a restaurant you would think twice when giving money to companies like Uber. They are constantly gaming customers, restaurants and drivers.

We bought Chinese the other night from a new place through Uber Eats to use my Amex CC monthly credit. We still tipped during pickup because I know the scam that is Uber Eats for restaurants (and how much they scalp from the order). For future orders, we’ll order directly instead of through Uber (menu on website, phone in the order).

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