Restaurant Delivery: Is it Ethical to Use Uber Eats and DoorDash?

Foodora Bike CourierA couple of days ago, the NYT featured a story about the ethics of using delivery services like Uber Eats and DoorDash (See: As Diners Flock to Delivery Apps, Restaurants Fear for Their Future). The basic gist of the story is that these services are predatory, in that they insist on such a large cut of the overall order price that, in some instances, the restaurant in question doesn’t make a dime on the order.

Just how big a cut do the delivery services take? Generally around 30%. (That’s true except where limited by law. In Jersey City, for example, delivery fees are limited to 10%.) So, in most places, if you order $100 worth of food, the restaurant only gets $70. In an industry where profit margins are often in the single-digit range, it’s easy to wonder how that’s remotely attractive, let alone sustainable.

And where does that leave you as a consumer? Suppose you’re someone living in a city where all the restaurants are closed except for pickup and delivery. And further suppose that you are someone who loves restaurant food, and who also wants to help their favourite restaurants survive. What are you to do?

The answer clearly depends on some details, here, and I’m no expert on this particular industry. Indeed, beyond having read Kitchen Confidential and spending too much on restaurant food myself, the industry is a bit of a mystery to me. So I spoke to a friend who is general manager for a small chain of 3 restaurants here in Toronto. I asked him why he dealt with food delivery services at all, given the bad rap those services get, and whether I should feel bad about ordering food that way. The conversation was pretty enlightening.

My friend confirmed that most food delivery services take a 30% share of the bill. How can that make sense? Why would a restaurant accept these deliveries demanding such a greedy share of the pie?

Here’s the explanation. He told me that way back in pre-Covid times, restaurants had a couple of different reasons for accepting the harsh terms offered by the delivery services. First, there’s marketing. Every Uber Eats and DoorDash order represents not just an order, but a potential new customer — one who might not previously have known about the restaurant, and who might just come to the restaurant in person next time, and then the restaurant gets full benefit.

Second, when you’ve already paid your rent and paid your staff to be on duty, an Uber Eats sale is an ‘incremental’ sale: if overhead is already paid, then fulfilling an Uber Eats order on top of that is kind of painless. “At the margin” (as economists say) an extra meal costs very little to produce, so even Uber Eats’s 30% leaves a healthy profit.

Now, fast forward to the Covid-19 pandemic: with restaurant doors shut, neither of the factors listed above would generally matter much. You can’t use DoorDash as a marketing ploy, because (here in Toronto at least) your doors are closed to that more lucrative in-restaurant dining. And if you’re not operating at full capacity, you may not necessarily have the capacity to treat a DoorDash order as a relatively easy addition to the kitchen’s duties. But today, in Canada at least, there are substantial government subsidies that keep cost of staffing manageable, so at least some restaurants are able to keep more staff available to fulfill delivery (and curb-side pickup) orders. And as of now, those orders (in places like Toronto, where restaurants are definitely closed to walk-in business), Uber Eats at the like are a lifeline.

Bottom line: if you have qualms about Uber Eats (etc.) it shouldn’t be because you think the restaurant is suffering. Uber Eats, DoorDash, and the like are helping, not hurting, your favourite restaurant.

Now, a major ethical question remains. In spite of what I’ve said above, the question remains whether services like Uber Eats and DoorDash are a good thing? After all, they charge restaurants very high fees, and restaurants are likely signing up for fear of being left out and jostled aside by the competition. And (though views vary) they arguably underpay their delivery drivers. And yet — interestingly — the services themselves still aren’t profitable. And while consumers benefit from the relative convenience of being able to enjoy restaurant-quality food at home, they’re also ultimately going to eat at least part of the increase in prices that will naturally go along with these companies having inserted themselves into the restaurant ‘value chain.’ (You surely didn’t think consumers wouldn’t end up footing the bill, directly or indirectly, did you?) So it’s tough, overall, to judge the coming of DoorDash and Uber Eats as a good thing. Yes, some form of delivery would be really great, if a model could be figured out that benefits everyone, but these organizations haven’t figured out how to do that yet.

The problem here is really a classic collective action problem. Because even if none of us is happy about the advent of these delivery services, in their present form, each of us benefits from the convenience they provide. And the same dilemma applies to the restaurants using these services. A given restaurant manager can regret what these companies are doing to the industry, but at the same time see dealing with them as good for her restaurant, in the here and now. And because of that pattern of incentives, everybody is motivated to keep participating in a system that they think is, on balance, a bad one. It’s a pernicious kind of problem.

What alternatives are there? Can a consumer do better by their favourite restaurant than to order via Uber Eats? There are a couple of alternatives. In some places, smaller, more equitably-minded delivery services have popped up, in some cases supported by municipal governments. And some restaurants are doing their own deliveries, though there are barriers to that becoming very common, not least among them the cost of hiring and insuring drivers.

So, what’s the result, from the perspective of ethical consumerism? If you think the model is regrettable, and don’t want to participate in it, then go ahead and avoid it. It’s perfectly reasonable to stand on principle, and some will say it’s even ethically required. But if your main ethical worry has to do with the fortunes of your favourite restaurant, and the people it employs, then it’s worth knowing that you’re helping them more by ordering via Uber Eats and DoorDash than by not ordering.

17 comments so far

  1. Jason Elijio on

    I think these services have been essential during the quarantine for millions, and definitely for the restaurants. I don’t view them as being essentially unethical.

    • Frankie on

      Well ethically I have two views on this one is that the restaurants usually have there own delivery and charge their own money for it and that would benefit themselves and the other is that if they use Uber Eats and postmates, they can save the man labour and just make the food for others to pick up but ethically I really think both of these options would work out pretty well because both can be beneficial to the restaurants.

  2. Chris Pederson on

    I appreciate your explanation as to how you can get your favorite food from your favorite restaurant by ordering from a local delivery service too. That way you are avoiding larger delivery chains that might be unethical. You also still get your favorite food while helping your favorite restaurant grow.

  3. Lisa on

    I don’t use eat takeaway but am aware that many people depend on UberEats etc for a living. In the first place, restaurants should be one. Viruses do not know to steer clear of kitchen workers and delivery drivers. It’s all the same and testament to the global scam of 2020.

  4. Maria on

    I am a delivery driver for door dash. It has helped so much to sustain income for our family during this time since I cannot do my other part time jobs. The consumer needs to know that we DO NOT get the delivery fee that they pay for their order. A SHOCKING amount of consumers do not tip and dashers are less likely to pick up an order to deliver if there isn’t a tip from the customer. We pay for our own gas and spend our time waiting (in some cases way too long) at the restaurants for orders to be completed. Once we accept an order we are commited to see it through. If we “unassign the delivery” because it is taking too long at the restsurant, then we take a hit on our rating which effects future orders we receive from door dash.

  5. bslaughtrr on

    This is an interesting topic to discuss considering the world we live in today. Due to the high amount of people limiting going out to eat at their favorite restaurants, many are depending on these delivery services to get their meals. Before COVID hit, I went with someone who would deliver via Post Mates, and we would travel for hours trying to get an order. Going all over the city just to make a decent amount of cash. I can confer with another user above, about how difficult it is to stay motivated if the customer doesn’t tip; as that is the main way for drivers using Post Mates to make any sort of good revenue. It was interesting to learn that it doesn’t harm restaurants as much as customers would think, if more people were informed of this information it would be used more. It could essentially help limit the amount of pollution, while also benefitting a driver who needs the orders for some extra money. The advertisements for these companies are gaining more and more exposure through social media, and is a great way to gain many new customers.


    My Car, my gas, oil, my insurance, my repairs, my driving skills..oh my gps

  7. Halle on

    I would not necessarily say that using UberEats and DoorDash is unethical. Still, as a restaurant employee who interacts with countless delivery drivers a day, I would not recommend using these services IF there is a better alternative (i.e. the restaurant has its own delivery service etc.). It is true that as a restaurant we do not receive a large portion of the order amount. We tested it out once during a shift and ordered through Uber an item from our restaurant to be delivered at our restaurant. It was a small fry for approximately $2, but we ended up paying $10 in total. While I understand that this service has helped numerous people sustain their income during the pandemic, from a consumer standpoint it is far more expensive to use than to just pick up the food myself. Dare I say it is slightly unethical of the company to charge the consumer so much? Also, since we do not receive a large portion they are not a high priority on our ticket list, which is why some drivers wait longer than customers in the drive thru for example. Additionally, most drivers I have dealt with have cussed team members out, refused to follow covid guidelines, and opened and rifled through customer’s bags, among other things. Therefore, this service may not be unethical towards the restaurant in and of itself, but it can be a bit of a grey issue for the consumer.

  8. Mike on

    I could be wrong but I think doordash only takes 20% so I try to use them when possible. I also feel like I am helping the drivers as well since so many people are out if work and switched to delivery work to survive.

    So the way I see it is that by using a delivery service (that takes the lowest %) I am helping the restaurant, the driver and I get good food. And sice covid I have increased my tipping to way above what is normal.

    This all might cost me more than cooking at home, picking it up myself, eating out, etc…but being so lucky to still have a job and not having to worry about rent, so this is one way I can help support others that are struggling.

    • on

      I totally agree with you! Ordering for either company, door dash or Uber eats, is going to cost a little more that the regular price. COVID was a hard time and it was difficult to leave the house and using these smaller delivery businesses. My people didn’t have a choice besides to get one of these delivery job because of the low employment during COVID. is helping me and the I think the most ethical decision between the two companies is just based on the person ordering it.

  9. robyn NelsonP on

    Most restaurants charge 3 to 4 times
    The cost of the ingredients presented to you… is this a single digit profit margin? Like retail it is a 400% markup.
    If restaurants feel the delivery companies fees is unfair..they could hire their own deliverers and create jobs when they are so badly needed.cut out the middlemans profit always saves money.
    Its not rocket science or brain surgery.
    Instead of wingeing about it
    And expecting people to feel sympathy.
    Do your job as a biz owner or manager
    And look at ways to cut costs.
    Its all too easy to increase prices (lazy)
    But that just drives away customers
    And will result in less income for that year.
    Get creative.think outside the box
    Dont winge that yr hard done by

    • Chris MacDonald on

      You’re talking about 3 to 4 times the cost of *ingredients*, which is not where most of the money goes. The verified profit margin, after accounting for salaries, rent, insurance, etc., is single digit.

  10. robyn NelsonP on

    Also I noticed the prices charged for delivery are higher than what you pay in store….those extra costs have been
    Passed onto us the customer…
    Even though it can be claimed on tax as a biz expense…so really the restaurants are passing those fees twice.
    I dont see why they wingeing about it.
    Govt has wage subsidies for employing
    New staff.hire yr own deliveries…
    I have a scooter and could start today.

  11. menofthemaple on

    Ethical dilemmas have been concerning for food delivery apps. To be honest, I agree with Chris, it comes to an individual level. These decisions can be made by you & only you. But now there are many food delivery apps like Facedrive which have placed emphasis on their relations with customers, delivery personnel & restaurants. Which in-turn can give you the peace of mind you need.

  12. Stacey Cummings on

    UE and Doordash neither of those benefit the drivers. Basically get two dollars and change per delivery. If customers don’t tip they literally make no money at all. Both of these companies need to step up and better compensate drivers.

    • Chris MacDonald on

      Can you clarify: If they don’t benefit drivers, why do drivers keep driving for them?

  13. Macy on

    I personally think that it is unethical to use UberEats or Doordash. The outside companies make more of a profit than the company it is originally coming from. If you ordered takeout directly from that restaurant or company than you would be befitting them rather then benefiting a company that rips off the company you are getting what you need from. Personally I think that It is unethical for companies to do this and for people to go along with it.

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