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Comment by Heliosmaster | Hacker News Reader

Incentive are not aligned anymore.

Example: I order a pizza through Deliveroo. The driver doesn't care about either the restaurant or me, so he chucks the pizza vertically in his box, ruining it. I get a shitty pizza, I won't order anymore from the restaurant.

Compare this with me calling up the restaurant and having one of their employees delivering the pizza: the restaurant has all the incentives for me to enjoy the pizza, since they suffer if they lose me as a client.

And no, it doesn't help using something else as deliveroos: the deliverers are all the same (they use multiple apps) and they don't give a shit about the quality of the service (and rightly so, since they are paid peanuts)

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> Example: I order a pizza through Deliveroo. The driver doesn't care about either the restaurant or me, so he chucks the pizza vertically in his box, ruining it. I get a shitty pizza, I won't order anymore from the restaurant.

As someone who sometimes orders from Deliveroo and who has had this exact experience I agree with your premise but not your conclusion.

When this happens I understand that this is the delivery guy's responsibility and I don't blame the restaurant for it. This may put me off using Deliveroo but not the restaurant if there is another way I can order from them.

Now if this happens with an in-house delivery guy then yes, that would put me off ordering from the restaurant again.

Interestingly when this happened to me it was partly because the Deliveroo guy was riding a bike. Thus I put the 'blame' on Deliveroo and their organisation and process because trying to deliver a pizza by strapping it on the back of a bike can only end badly...

> When this happen I understand that this is the delivery guy's responsibility and I don't blame the restaurant for it.

I agree with this up to a point: At the end of the day, I want my pizza intact. If the only delivery option is appshare, and if appshare does vertical pizza more than once, I'm going to stop using that restaurant for delivery.

Not because I don't like the restaurant or because I want send them a message or something silly like that. Simply because I will have learned that I can't get the food I want from that channel. And if I haven't eaten from that restaurant recently, they're not top of mind. Which means I'm less likely to dine in or do takeout.

I may try a different appshare in this scenario. However, drivers usually work for multiple companies, so you're not necessarily getting a different driver by using Uber Eats instead of Door Dash.

If a delivery driver gets a series of 1-star reviews, you can bet they’re getting kicked off the platform.

+ DoorDash actually does refund quite frequently for food issues.

The problem is that appshare all have fairly high turnover, even of "good" drivers. Just look at how much Uber spends attracting new drivers.

The end result is that there is a constant stream of new, unrated drivers, who can ruin your pizza.

With drivers paid by the restaurant, you tended to get the same delivery guy (or a small set of delivery guys) for years at a time.

Yet another reason that Prop 22 was a total farce... imagine thinking that a salaried employee would provide worse service than someone who's only gonna work at Doordash for 26 hours.

> I order a pizza through Deliveroo

I used Deliveroo for the first time in London a few months ago. It was the worst delivery experience I have ever had. Deleted after two tries.

My experience with Caviar, UberEats and ChowNow have been immeasurably better. As evidenced by their having live chat and phone support to Deliveroo’s e-mail only two-day turnaround support.

It's very difficult to compare based on individual experiences.

For example I had the opposite experience as you have and have deleted UberEats to stick with Deliveroo.

There is probably not much difference between them.

Meanwhile, deliveroo was the only decent option in Germany and has now exited to market. Lieferando is pure garbage as a product on the restaurants they list.

I had a positive support experience.

The delivery driver delivered me somebody else's order. Within 10 minutes, they had refunded me, and were re-preparing my original order (which I received 30 minutes later). I also got to keep the wrong order - I stuck it in the fridge.

Even though the situation was a bit of a mess, the live support worked well for me.

If you notify them of the issue typically they will credit you. Then you’d be eating mediocre pizza for free.

Right now restaurants are pretty thankful if you go there to take your delivery! I have even got free cake, and I usually order from places nearby...

> so he chucks the pizza vertically in his box, ruining it.

That is why you review the driver and food separately.

I have never had a delivery driver do anything like that.

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