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

[Penguin_Meg1]

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

[Sdaniel]

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.

[josh212]

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

[JimmyD99]

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. 

[ashokr]

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. 

[Penguin_Meg1]

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.