Food delivery apps have become a more popular dining option since the pandemic, but they have also created a number of problems for restaurants, consumers and delivery drivers. Josh Reynolds/The Boston Globe
Third-party food delivery apps, which were a necessity for restaurants and eateries early in the pandemic, have become a nuisance in many ways as their use among consumers has grown.
One complaint that seems to have caught the attention of Boston residents and officials is traffic congestion caused by drivers rushing to deliver food from restaurants. In neighborhoods with a high concentration of restaurants, it’s not uncommon to see piles of delivery scooters taking over bus and bike lanes, and delivery drivers running red lights.
Lawmakers this week warned companies like Uber Eats and DoorDash to crack down on their drivers’ bad driving habits, but as a Boston Globe reporter who signed up as a DoorDash delivery driver pointed out, the apps also set unrealistic delivery targets for their drivers.
Then there are the fees that can quickly turn a $12 cheeseburger and fries into a late-night meal for more than $30. Lawmakers like Sen. Elizabeth Warren have called the practice of hidden fees charged by delivery apps “price gouging.”
Another hidden fee imposed on consumers is the fee restaurants are charged for using the app. Some restaurants report that the app deducts up to 30% from the total order price, sometimes forcing restaurants to increase prices for in-app menu items only. There are also communication and accountability issues between restaurants, delivery drivers, and consumers when it comes to fixing failed orders.
These apps are an equally big problem for delivery drivers, who are independent contractors and therefore lack traditional employee protections and benefits.
Of course, the litany of problems with delivery apps became more pronounced during the pandemic, when restaurants could only order from customers through delivery apps. But now that the worst of COVID-19 is over, lawmakers are debating how to regulate the apps. Boston officials recently warned three apps — UberEats, DoorDash, and GrubHub — that they would be held liable for traffic violations by their delivery drivers.
“The city holds your company responsible for the ongoing violations by drivers operating on your behalf,” the letter read. “This unsafe conduct must not continue.”
With all the issues surrounding delivery apps, what do you think about their presence in Boston?
We’d love to hear from consumers and restaurant industry workers about their recent experiences with apps, what they think is working and what isn’t, and what should be done to solve the issues mentioned above. Fill out the form below or email us at community@boston.com. Your response could be featured in future coverage on this issue.
What do you think about third-party food delivery apps?
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