Food delivery apps like DoorDash have revolutionized the way we get meals from our favorite restaurants. With just a few taps on your phone, you can have breakfast, lunch, or dinner brought right to your doorstep without ever leaving the house or office. It‘s wonderfully convenient, but it also opens up new avenues for food theft.
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While the vast majority of food deliveries are completed without any issues, a small percentage of orders are stolen by the delivery driver. This can be an incredibly frustrating experience for customers who are left hungry and without their food or money. So how prevalent is this problem, and what can you do if a DoorDash driver steals your order? Let‘s dive in.
How Common Is DoorDash Order Theft?
The good news is that order theft is quite rare as a percentage of overall DoorDash deliveries. DoorDash completes millions of deliveries each month across the US, Canada and Australia. Only a tiny fraction of those end up being stolen by the Dasher.
However, that still means thousands of customers experience theft each year given the massive scale of DoorDash‘s business. The company has faced criticism and media scrutiny over high-profile incidents of Dashers stealing food in recent years.
A few key data points help quantify the issue:
- In a survey by US Foods, 30% of delivery drivers admitted to nibbling on a customer‘s order during delivery. However, most of this is minor snacking, not full order theft.
- Consulting firm Olo analyzed data from restaurants and found that only around 0.08% of delivery issues were due to non-delivery or suspected theft.
- A DoorDash spokesperson said "far less than 1% of orders are impacted by wrong or missing items, and an even smaller percentage by undelivered orders."
So while DoorDash order theft is not a rampant epidemic, it still happens regularly enough to be a legitimate concern for frequent users of the platform. DoorDash is actively working to combat the issue through technology and policy solutions.
Why Do Some Dashers Steal Food?
To understand how to prevent Dashers from stealing orders, it helps to examine the reasons why they may do it in the first place. A few key factors and motivations come into play:
Economic pressure and low pay – Many Dashers are drawn to the gig because of the flexible schedule, but the pay is often quite low. Dashers are considered independent contractors, not employees, so they lack many labor protections and benefits. They often earn less than minimum wage after accounting for expenses like gas and vehicle wear. This financial stress could cause some Dashers to rationalize theft.
Frustration with DoorDash policies – Some Dashers complain that DoorDash‘s platform and policies make their jobs unnecessarily difficult. For example, DoorDash hides the details of each delivery assignment until after the Dasher accepts it. This could lead to a courier accepting a low-paying or long-distance delivery that they wouldn‘t have taken if they had the details upfront. That frustration may boil over into theft in some cases.
Feeling unappreciated or disrespected – Working in food delivery is a tough job that can sometimes feel demeaning. Rude or entitled customer behavior, combined with a lack of recognition from DoorDash itself, may cause some Dashers to lash out and steal as a misguided way to feel more in control.
Opportunity and ease of getting away with it – Let‘s face it, stealing a food order is often easier and lower-risk than many other forms of theft. The deliveries are not tracked once the driver leaves the restaurant, and many customers don‘t immediately report missing orders. Some Dashers may take advantage of that lack of oversight.
None of these factors are meant to excuse theft in any way. Delivery drivers have a responsibility to complete their assigned deliveries honestly and professionally, regardless of their personal circ*mstances. However, understanding the root causes can help inform solutions.
What Is DoorDash Doing to Combat Theft?
DoorDash takes Dasher theft seriously and has implemented several measures to detect and prevent it:
Identity verification and background checks – All prospective Dashers must pass an identity check and criminal background screening before being approved to deliver on the platform. This helps filter out couriers with prior history of theft or other red flags.
Rating system for Dashers – After each delivery, customers have the option to rate the Dasher on a 5-star scale and provide written feedback. Consistently low ratings, or any reports of unsafe/unprofessional conduct, can cause a Dasher to be deactivated. DoorDash closely monitors this feedback for trends.
GPS tracking of deliveries – DoorDash uses GPS to track the location and route of Dashers during each delivery. This data creates a verifiable record of the delivery path and destination. If a customer reports their order missing, DoorDash can check the GPS log to see if the Dasher actually arrived at the specified location.
Photo proof of delivery – Dashers can now submit a photo through the app as proof that they dropped off the order at the right location. This feature is optional but encouraged for all deliveries. It protects both the customer and Dasher from false claims of non-delivery.
Fraud detection algorithms – DoorDash analyzes millions of data points to proactively identify potential Dasher fraud before customer complaints even come in. This could include Dashers with unusually high rates of reported non-delivery or suspicious account activity. These couriers may be deactivated or have their account put on hold pending further investigation.
Deactivations for confirmed theft – If DoorDash determines that a Dasher deliberately stole an order, that courier will be permanently deactivated from the platform. They will no longer be able to perform deliveries for the company. Repeat or egregious offenders may also face legal consequences.
By combining both human and tech solutions, DoorDash aims to stay ahead of Dashers who might steal and maintain trust with customers and restaurant partners. It‘s an ongoing challenge that requires perpetual effort and vigilance.
What Should Customers Do If They Suspect Theft?
If you believe your DoorDash order was stolen by the delivery driver, here are the steps you should take:
Check the order status in the app – Look to see if the driver marked your order as delivered even though you didn‘t receive it. If they did, that‘s a major red flag. Also review any delivery notes or pictures the driver may have provided.
Contact the driver if possible – Use the messaging feature in the DoorDash app to reach out to the driver. Ask for an update on your delivery status and give them a chance to explain any issues. Perhaps it was an innocent mixup or misunderstanding. Keep the conversation professional.
Report the issue to DoorDash – If you can‘t reach the driver or their response seems suspicious, it‘s time to involve DoorDash. In the app or on the website, find the order in question under your history. Select "Help" and choose "Order never arrived" to begin the refund process. Explain that you believe the driver stole your food. Provide any evidence or details you can.
Request a refund – DoorDash will review the details of your case and issue a refund if they agree that the delivery was not completed satisfactorily. In some cases, they may offer account credits or other compensation as well. Be honest in your report, as false theft claims can backfire.
Leave appropriate feedback – After your issue is resolved, you‘ll have a chance to rate the Dasher and provide written feedback. If you believe they stole your order, give them a low rating and clearly but professionally explain your experience. Your feedback could help prevent them from stealing from others in the future.
By following these steps, you can resolve most cases of suspected DoorDash theft and get your money back. It‘s an inconvenience and a frustrating experience, but at least there is a clear process in place for handling it.
How to Reduce the Risk of DoorDash Theft
While you can‘t control what a delivery driver ultimately does, there are some precautions you can take as a customer to reduce the likelihood of your DoorDash order being stolen:
Provide clear delivery instructions – Make sure your delivery address is accurate and up-to-date in the app. If you live in an apartment complex or other tricky location, give specific instructions on how to find your unit. Consider temporary notes for one-time deliveries as well, like "ring doorbell" or "leave on the porch, please." Lack of clear instructions is a common source of delivery mix-ups that can lead to accusations of theft.
Be available for contact – Keep your phone nearby and answer any calls or messages from your Dasher during the delivery process. They may need last-minute clarification or have issues finding your location. Ignoring their outreach could lead to a frustrated Dasher and an undelivered order.
Use a delivery location with secure access – If possible, have your order delivered to a location with a staffed front desk, like a hotel or office building. This adds an extra layer of accountability and makes it harder for a Dasher to falsely claim they couldn‘t access the drop-off point.
Consider meeting the driver in person – If you‘re comfortable with it, you can choose to meet your Dasher in person to pick up the order instead of having it left at your door. This largely eliminates the opportunity for the food to be stolen after drop-off. You can still maintain a contactless delivery by requesting the Dasher leave the food in a predetermined spot. Just be sure to promptly retrieve it.
Tip reasonably and rate honestly – There‘s no excuse for theft under any circ*mstances. However, a lack of tips and a sense of under-appreciation is sometimes cited by Dashers as a contributing factor to their frustrations with the job. As long as you‘re getting good service, consider tipping a reasonable amount and providing positive ratings and feedback for your Dashers. A little kindness can go a long way.
No precaution is foolproof, but following these best practices can meaningfully reduce the risk of DoorDash theft. It mostly boils down to clear communication, being proactive, and creating accountability where possible.
Conclusion
DoorDash order theft is a concerning issue that causes real problems for affected customers. While it‘s quite rare as an overall percentage of deliveries, the raw number of incidents still adds up to a lot of angry and distrusting customers.
DoorDash is taking the matter seriously, investing in multiple layers of prevention and detection to stay ahead of would-be thieves on the platform. From identity verification to GPS tracking to fraud algorithms, the company has several guardrails in place to prevent Dasher theft. When it does happen, there are clear reporting and refund options for impacted customers.
As a customer, the best thing you can do is practice good delivery etiquette: provide clear instructions, be available for contact, use secure drop-off locations when possible, and maintain open communication with your Dasher. While you can‘t eliminate the risk entirely, you can meaningfully reduce the odds of a bad experience.
Ultimately, the vast majority of Dashers are honest, hardworking people just trying to make a living. Only a tiny minority are ruining it for everyone else. With ongoing efforts from DoorDash and precautions from customers, we can work together to keep food delivery safe, reliable and rewarding for all involved.
