topic Re: Door Dash Drive vs. Uber Direct- What are your thoughts? in Guest Experience

Door Dash Drive vs. Uber Direct- What are your thoughts?

Penguin_Meg1 — Tue, 26 Nov 2024 17:30:25 GMT

Toast Community- I'm interested in knowing your opinions on Door Dash Drive vs. UberDirect regarding Toast Delivery Services. Sounds like there has been quite a lot of people wanting to stay with DoorDash and I'd love to know why? What have your experiences with DoorDash vs. UberDirect?

Thanks for your opinion!

Info from Community Ambassador below:

Hi! We received word that due to many merchants wanting to continue to use Door Dash Drive you'll have the option to continue with Door Dash Drive or be switch over to Uber Direct. Have you seen a notification on your Toast Merchant Portal?

Between today and mid-December:

You will receive a notification in your Toast merchant portal asking if you want to be transitioned to Uber or would like to continue working with DoorDash.
You will need to click the opt-out link in the notification in order to continue working with DoorDash.
- If you do not, you will automatically be switched to Uber Direct.

Sayra Daniel, Community Ambassador
Egg Harbor Cafe

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

JimmyD99 — Wed, 27 Nov 2024 16:54:46 GMT

I just got swictched to UBER with zero notice and I can't access any of the orders within UBER. Been on with Toast and Uber support for 3 hours. Call just got dropped with Toast after talking with escalated support and them telling me it shouldn't have happened and they can fix it. Back to square 1 and couldn't be more pissed off.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

Rob — Wed, 27 Nov 2024 21:38:31 GMT

We sent out emails regarding the switch, and I apologize if this change caught you off guard. In the coming weeks, we will provide more communication about staying on DD. When we launch the FAQ on this topic, I will also make sure to inform you.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

Sdaniel — Wed, 04 Dec 2024 15:50:57 GMT

Personally, we have an exclusivity contract with DoorDash, and the communication I shared came directly from them, not from Toast. We were initially caught off guard by the news that we would automatically be switched over to Uber Eats Drive. Since our exclusive agreement with DoorDash prevents us from having an Uber Eats contract/account, even a minor change, like switching to Uber Direct for Toast Delivery, would violate our contract. From what I can see, we were never actually switched to Uber Eats; all orders still appear under Door Dash Drive in our Toast reporting and Door Dash merchant portal.

We did offer Uber Eats a couple of years ago, but we noticed a delay in orders being picked up by Uber drivers compared to DoorDash drivers. I'm not sure if this issue was unique to us or if it was more widespread.

As for communication from Toast regarding whether we can retain DoorDash Drive and avoid switching to Uber Direct, we haven't received any updates. However, I have a call with our rep today and hope to gain more clarity on whether we’ll still have the option to keep DoorDash Drive.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

josh212 — Wed, 04 Dec 2024 16:01:40 GMT

If you want the option of keeping both and dispatching to the most readily available use Shipday in order to get both.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

JimmyD99 — Thu, 05 Dec 2024 03:16:43 GMT

I had a good Zoom call with them, then I never heard from them again. Actually had demo with Cartwheel today. Think I'm signing with them.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

JimmyD99 — Thu, 05 Dec 2024 03:18:29 GMT

I was able to have it switched back. 3 ppl at Toast told me I couldn't. Another said no problem and it was switched in minutes. As usual you guys are not on the same page.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

ashokr — Fri, 31 Oct 2025 02:52:21 GMT

Isn't this something you can pick in the backend?

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

ashokr — Fri, 31 Oct 2025 02:57:58 GMT

Read THIS .. I've had this happen to us three times. When it happens, we remake the food and deliver it to the customer. The driver receives a free dinner, a tip, and is unsure who gets to keep the delivery charge.

There is absolutely no ownership from Toast or Uber on this.

Once we didn't follow up since it was actually a customer issue, they marked it as "Meet me at the door," and the customer wasn't there. So, the driver waited 10 minutes and left. Uber claims they have proof of that. The customer also confessed that this happened. Then they do a chargeback, and we lose even more.

Re: Door Dash Drive vs. Uber Direct- What are your thoughts?

Penguin_Meg1 — Fri, 31 Oct 2025 14:39:15 GMT

Wow this sounds really frustrating. I don't have an answer to who's responsibility it is via Toast/Uber Eats. I would think it would be Toast responsibility since the payment is being batched through Toast at the end of the day. And Toast in turn pays Uber Eats. So the refund would need to go through Toast......

We have had consistent problems of the same kind with Doordash. The driver picks the food up and then cancels after leaving and never delivers the food. Doordash always takes responsibility for the refund in these cases but these are directly through doordash and no Toast involvement.

We have made a direct point of training with our staff that a driver cannot leave without an order until we watch them hit "confirm" on their phone. This isn't a perfect answer but we haven't had an issue since the staff started doing this.